Chatbot use cases: 25 real-life examples

Yellow.ai provides a customer experience platform on all possible channels and gives companies an outstanding cutting edge over their competitors. With more and more customer engagement and smooth customer service brands can multiply their revenue and expand globally. With artificial intelligence, chatbots can retrieve and process data about their customers’ spending patterns and advise them what to do so as to manage finances in the best possible way. By deploying a well-strategized and developed AI chatbot, companies in this industry can fasten the shift from offline to the online marketplace.

For example, here’s HOAS (The Foundation for Student Housing in the Helsinki Region) virtual assistant Helmi. The chatbot is available on the page 24/7 and independently handles over 59% of customer queries. A customer can simply request the chatbot connect them to a human customer support agent and, in an instant, they could be talking to an agent immediately.—no waiting around and no changing communication channels. On the customer support end, chatbots can automatically create customer support tickets for the customer requesting live support and assign that tickets to the appropriate agent. Also, chatbots generate a high level of engagement thanks to their conversational nature, which leads to more people completing more surveys, thus creating a win-win situation for both companies and customers. Zalando, a popular European fashion brand, uses this feature in its chatbot use cases to provide instant order tracking for its customers – right after they have made a purchase.

Bots help to place online orders

They ask patients about their symptoms, analyze responses using AI algorithms, and suggest whether immediate medical attention is required or if home care is sufficient. HR chatbots are skilled at handling a variety of standard HR duties, streamlining and standardizing these procedures. For example, they can handle leave requests, process leave applications, and update staff members on leave balances and policies. In addition to saving time, this technology guarantees equity and openness in the administration of leaves. HR chatbots are automating and streamlining a number of hiring process processes, which is revolutionizing the recruitment market.

• Chicago-based Exelon, the largest regulated electric utility in the US with 10 million customers, modernized their support approach by introducing a chatbot for more efficient client self-servicing.
• For example, do you want to make service available through multiple channels?
• These questions are about things like rent/billing, service/maintenance, renovations, and more.
• If it is unable to answer a complex question, the Pandabot can connect a live agent if available right in the same chatbot window.
• Chatbots can serve as internal help desk support by getting data from customer conversations and assisting agents with answering shoppers’ queries.

By doing this, HR personnel’s burden may be greatly decreased, greatly improving the employee experience, and freeing them up to focus on important and challenging problems. Customers can set a budget, and chatbots can remind them about their expenses based on their transaction history and savings every time they tend to invest or spend their money unreasonably beyond their budget. With a high level of security and privacy, chatbots can detect any case of a security breach or fake logins and instantly alarm the customer and the company regarding the same. For a fact, studies have shown that 85% of customers prefer solving queries with a chatbot instead of scrolling through the website.

Insurance Chatbot Use Cases

According to an Oracle poll, 50% of HR directors have either used AI-powered chatbots currently or have plans to do so in the upcoming year. This data demonstrates how chatbots are becoming more recognized as indispensable resources for HR departments, serving a variety of purposes from hiring to employee engagement. HR chatbots may also promote a feeling of community among staff members, help with internal communications, and provide important updates and information. HR chatbots help to a more cohesive and engaged team by improving internal engagement.

However, there is a need for biometric recognition for some details, which cannot be carried out virtually. Functions like analytics, billing, and collections, renewals, upselling, and cross-selling of services are automated and organized in such a way that the personnel can rely on the chatbots completely. Lead generation is another great functionality of chatbots that helps businesses in automating qualifying leads, nurturing them, and as a result multiplying their revenue. The finance industry, known for its clutter and competition, needs simplification and a better customer experience strategy.

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That means that all the real-time conversation data from this channel is siloed, and your agents can’t seamlessly access it from their main contact center screen or inbox. These questions are about things like rent/billing, service/maintenance, renovations, and more. This also includes inquiries from potential customers about viewings and property details. Many of these questions could be answered by directing customers to online information or application forms. Whether for impatience, anxiety, or actual issues, this leads to calls and messaging through digital channels at high volumes.

Additionally, by offering the option of human assistance when needed, a balanced combination of human and non-human interactions can be achieved. Like navigating through an automated phone system, customers can select from a series of options, giving them the power to choose their own journey. Customers can automatically request appointments with technicians thanks to connecting the virtual assistant with the scheduling system.

Chatbots have proven to generate 4x leads when compared to a traditional lead generation tool. With a well-automated chatbot over all platforms, companies can stop stressing about their customers. There is a lot more to AI chatbots as businesses start using them and analyzing their overall performance. Let’s explore some common use cases and examples of how chatbots can be incorporated into your e-commerce experience.

And during their research quest, they often try to contact a business/service to learn more about a product’s price, i.e., a quote, in order to make a decision. For software companies, teaching new customers to know how to use software or tools is very important to converting new (or trial) customers to loyal customers. That’s because, unless customers understand how to use the product/service, they won’t use it. And if they don’t use the product/service they bought from the companies, they will churn and go to other competitors. This can result in the company losing customers faster than they acquire them. Based on the answers a visitor gives, the company can add their email address to the right kind of marketing campaigns.

How Chatbots Address Utility Challenges

HR chatbots streamline this process by providing new hires with all the necessary information, from company policies and culture to role-specific details. They can guide new employees through various administrative tasks, such as filling out forms and setting up work accounts, making the process smoother and more engaging. In an HR department inundated with repetitive questions, chatbots emerge as a game-changing solution. Equipped with advanced NLP capabilities, they understand and respond to a wide range of employee queries in real time. It ensures that employees receive consistent and accurate information on HR policies, benefits, and procedures anytime they need it. Imagine a workplace where HR inquiries are answered instantly, where onboarding is seamless, and employee engagement is consistently high.

• Also, you can learn if your clients are satisfied with your customer service.
• Let’s say you run a business with online courses for a variety of professions.
• With its easy conversational system – and the ability to converse using rich content like pictures, GIFs and videos, a chatbot can do a great job of showing products to customers and making sales.
• The applications of chatbots in customer service account for a major share of their use cases.

They can understand any question they’re faced with, even when customer queries are written with colloquialisms, shorthand, or slang. By combining these technologies, hybrid chatbots offer an improved user experience. They leverage AI to handle complex requests while maintaining accuracy and consistency through rule-based systems.

No matter how much you try to use a bot, it won’t satisfy your needs if you pick the wrong provider. This transforms the banking experience for the clients and most of them want to have the possibility to use digital channels to interact with the bank. In fact, about 61% of banking consumers interact weekly with their banks on digital channels.

E-commerce, fashion, and the beauty industry are where product recommendations are much needed. The below marketing use cases have proved to businesses with meaningful conversations and generate revenue. After placing an order, it is obvious that customers want to stay updated about the shipping information.

This shift towards automated query handling signifies a transformative change in how HR departments operate, offering faster and more efficient responses to employee needs. By providing a convenient and anonymous platform for feedback, chatbots encourage more honest and detailed responses from employees. The insights gained from this feedback are invaluable in shaping HR policies and initiatives, ensuring they align with employee needs and contribute to a positive and productive work environment. In fostering a positive and engaging work environment, HR chatbots play a pivotal role. They can be programmed to regularly check in with employees, gathering feedback on their work experience and well-being.

Read more about Chatbots For and Use Cases here.