23 Best Chatbot Use Cases for Customer Service & More 2024

EBay, for instance, used Facebook Messenger to inform users about the upcoming promotional campaigns. Moreover, these chatbots can be programmed to send payment gateways so customers can finalize the process without changing channels. We invite you to explore the ways chatbots are revolutionizing the retail landscape, creating a seamless shopping experience for customers while shaping the future of retail. The telecom company collaborated with Master of Code to enhance their internal Digital AI team’s virtual assistant. This partnership involved strategic roadmapping, prioritizing use cases, conversation design services, bot tuning, and Conversational AI consulting. By implementing our conversation design process, we regularly analyzed data and reviewed conversations to address user concerns and improve existing interactions.

But done well, an AI-enabled customer service transformation can unlock significant value for the business—creating a virtuous circle of better service, higher satisfaction, and increasing customer engagement. While a few leading institutions are now transforming their customer service through apps, and new interfaces like social and easy payment systems, many across the industry are still playing catch-up. Institutions are finding that making the most of AI tools to transform customer service is not simply a case of deploying the latest technology. The employment of Dynamic Content to automatically translate website text based on user location is particularly innovative. It personalized the customer experience, making support more relatable and easier to access. For instance, AI can assist customers based on their past behaviors or inquiries.

Whether handling a surge in customer inquiries during peak hours or scaling up to support a growing customer base, conversational AI chatbots adapt dynamically to meet demand. Leverage Natural Language Processing and machine learning to estimate and manage customer’s intent (e.g. churn). Intent prediction enables customer service to give customers the assistance they need in the way they want which helps improve customer satisfaction and business metrics. Well-trained AI chatbots can evaluate reviews, customer feedback, and also social media trends to find the overall sentiment of the audience for your brand or product. This type of AI feature can help you identify customer behaviour and improve the customer retention rate.

This real-time monitoring allows businesses to engage with customers promptly, addressing concerns and resolving issues before they escalate. Social media sentiment analysis also provides insights into customer perceptions and trends, enabling businesses to adapt their strategies accordingly. Sephora, a renowned cosmetics retailer, used machine learning (ML) to create social media customer service chatbots on platforms like Facebook Messenger and Kik.

Expense tracking can be done manually using spreadsheets or automated through specialized software and mobile apps. The chatbot helps you to know the current location of your driver and https://chat.openai.com/ shows you a picture of the license plate and car model. While a use case covers how users and system features work to reach goals, test cases verify if a single feature works correctly.

For example, the system might flag that the customer’s credit-card bill is higher than usual, while also highlighting minimum-balance requirements and suggesting payment-plan options to offer. If the customer calls, the agent can not only address an immediate question, but also offer support that deepens the relationship and potentially avoids an additional call from the customer later on. As AI technology advances, we can expect to see even more innovative and effective uses in customer service. As soon as Decathlon launched its digital assistant, support costs dropped as the tool automated 65% of customer inquiries.

These include cross-selling, checking account balances, and even presenting quizzes to website visitors. And each of the chatbot use cases depends, first and foremost, on your business needs. Handle conversations, manage tickets, and resolve issues quickly to improve your CSAT. The real value that AI plays here is being able to analyze mass sums of data and use that information to curate a unique customer experience.

#3. Chatbot Use Cases for Marketing

This is especially true if the customer is unable to assess the accuracy of the chatbot’s responses. Interaction rates and the proportion of repeat customers relative to the customer population constitute key LCR or ‘customer lifetime value’ indicators. Consequently, these indicators can be monitored using detailed information about the loyal client and refined strategies for long-term engagement.

You can foun additiona information about ai customer service and artificial intelligence and NLP. This lets teams allocate resources more efficiently, resulting in faster resolutions. The first step to providing game-changing customer care on social media is implementing the right tools to get the job done. Social media customer service tools—like Sprout Social—are designed to scale with your needs, handling increased workloads seamlessly.

The best part is that your agents will have more time to handle complex queries and your customer service queues will shrink in numbers. Instagram bots and Facebook chatbots can help you with your social media marketing strategy, improve your customer relations, and increase your online sales. A case study shows that assisting customers with a chatbot can increase the booking rate by 25% and improve user engagement by 50%.

Chatbots

Brands are fighting tooth and nail to differentiate themselves in an innovative, hyper-competitive world. Armed with the right data and analytics strategy and the right approach to customer relationship management, raw data can be easily understood and shared. You can use the collected sentiment data to improve your service and marketing campaigns to gain better results. Examples of AI in customer service include handling appointment settings, information sharing, feedback collection, and troubleshooting simple customer problems. Underpinning the vision is an API-driven tech stack, which in the future may also include edge technologies like next-best-action solutions and behavioral analytics.

Humans, too, get exhausted owing to high inquiries during certain seasons, leading to lower productivity. The personalized fashion advice has been appreciated by customers, which has led to improved satisfaction and increased sales. The hype around customer service chatbots is not a surprise, considering 75% of customers believe that it takes too customer service use cases long to reach a human agent. The proven chatbot use cases we have explored demonstrate the significant impact these AI-driven tools can have on businesses and organizations. From enhancing customer service to optimizing sales and streamlining various processes, chatbots have shown their ability to deliver efficient and personalized results.

No matter how much you try to use a bot, it won’t satisfy your needs if you pick the wrong provider. Even if you do choose the right bot software, will you be able to get the most out of it? 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.

The streaming giant uses AI and machine learning to personalize its vast library of movies and TV shows. HubSpot’s AI content assistant, powered by OpenAI’s GPT model, is an invaluable tool for any team focused on creating and sharing content quickly. Whether it’s for blogs, landing pages, or anything else you need to write, this AI tool can help. ChatSpot, integrated seamlessly with the HubSpot CRM, acts as a virtual assistant, reducing the steps needed to accomplish various tasks. This eliminates the need for predefined dialogue flows, giving your customers a more lifelike, engaging interaction. Consequently, it automatically assigns the ticket to the right agent capable of handling the situation.

You can utilise this feature to get more upsells even without the interference of a human agent. Your agents can use the power of AI to generate moderate responses if they are somehow feeling offended. Also, you can train your chatbots to adapt the brand tone so they can also communicate according to your company culture. In this blog, we will share 13 use-case examples of AI tools that are helping businesses improve their consumer support. Now with the advancement in NLP technology, AI bots are also getting smarter day by day.

Imagine that a patient has some unusual symptoms and doesn’t know what’s wrong. Before they panic or call in to have a visit with you, they can go on your app and ask the chatbot for medical assistance. Each treatment should have a personalized survey to collect the patient’s medical data to be relevant and bring the best results.

Machine learning is increasingly integrated into customer service operations thanks to its numerous benefits. Over 50 percent of customers will switch to a competitor after a single unsatisfactory customer experience. Here’s a list of 35 more customer experience statistics to share with your team. When you put all of this data together with the data of all your customers, clear patterns will emerge.

Whether checking order status, resolving product-related issues or providing troubleshooting tips, these voice bots leverage machine learning to deliver prompt and accurate responses to customer inquiries. By leveraging machine learning in customer service with AI-powered knowledge bases, you can streamline support processes, enhance agent efficiency and elevate the overall customer experience. This proactive approach fosters continuous learning and optimization, ultimately driving better outcomes in customer service operations.

Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry. Zapier is the leader in workflow automation—integrating with thousands of apps from partners like Google, Salesforce, and Microsoft. Use interfaces, data tables, and logic to build secure, automated systems for your business-critical workflows across your organization’s technology stack.

Also, you can learn if your clients are satisfied with your customer service. This correlation underscores the potential of AI as a powerful tool for enhancing customer experience while optimizing operational efficiency. The key to realizing these benefits lies in thoughtful implementation, and ensuring that AI solutions complement rather than replace human expertise in customer support. Organizations can find efficiencies with AI, and leave support engineers to handle the complex, context-rich inquiries that require deeper expertise. A great customer service case management strategy equips your team to manage cases seamlessly across all channels.

Implementing chatbot technology can be one of the best customer retention strategies and significantly increase customer lifetime value (CLTV). Mya, the AI recruiting assistant for example manages large candidate pools, giving FirstJob recruiters and hiring managers more time to focus on interviews and closing offers. Emirates Vacations is one of the best chatbot examples of how they deployed chatbots for boosting customer engagement. I’ve already mentioned a few ways companies can integrate AI into their customer service operations, but I’ll round up a list of them for quick reference here. This should give you some idea of how to start implementing AI customer support in your own unique workflows. Machine learning and AI-powered predictive analytics can help sellers walk the thin line between sufficient and surplus inventory.

Chatbots can also push the client down the sales funnel by offering personalized recommendations and suggesting similar products for upsell. They can also track the status of a customer’s order and offer ordering through social media like Facebook and Messenger. They can encourage your buyers to complete surveys after chatting with your support or purchasing a product. You can generate a high level of engagement by using images, GIFs, and videos. Eric Phillips, the chief digital officer, explains how new technologies are creating a better customer experience at the company. AI is helping the company in all parts of its business, both internally and consumer-facing.

The brands that commit to providing the best possible experiences will earn more market share and ultimately, more revenue. To make customer service a true competitive differentiator, you need to stay on top of the innovations that are shaping the future of customer care. Reduce the time spent on creating a help center database to help customers self-serve. Businesses thus have a path to more natural conversations with customers or clients through ChatGPT.

If customers are vague or rambling with how they approach ChatGPT they are unlikely to obtain a sensible answer from the bot. If you ask ChatGPT a question that falls outside the scope of the data it has been trained on, it will fail to answer you. It will instead try to fill in the gaps in its knowledge by supplying conversation, when a better solution would be to escalate the matter to a human agent. ChatGPT only knows as much as the information that has been captured before, and is incapable of generating true insight. These chatbots, including the Sephora Reservation Assistant and the Color Match for Sephora Virtual Artist, offer functionalities such as appointment bookings, makeup tips and product recommendations. Here are 4 kinds of customer service analytics to look out for, and why they’re important for your business.

Customer service analytics is the process of capturing and analyzing data from customers. Data comes from all points in a customer relationship — messages, purchases, survey feedback, returns and demographics. Companies often use analytics tools to collect customer data sourced from across the business to generate valuable insights. Ideally, these findings inform marketing, product development, and guide the overall customer experience. Bots will listen in on agents’ calls suggesting best practice answers to improve customer satisfaction and standardize customer experience. The use of AI for customer service can bring a positive change in your business as it can help you win the trust of the consumer immediately.

In the past, customer service automation has come at the expense of personalization. And although customer service chatbot advancements have come in leaps and bounds from first-generation bots, they cannot give customer-specific data. Instead, you can describe in natural language how to execute specific tasks and create a playbook agent that can automatically generate and follow a workflow for you. Convenient tools like playbook mean that building and deploying conversational AI chat or voice bots can be done in days and hours — not weeks and months. Generative AI’s capability to personalize conversations is the biggest flex, leading to human replacement. Being more efficient in the task of AI customer care, it utilizes data analysis, segmentation and predictive analytics to understand the customer needs and subsequently provide personalized feedback.

Projections indicate that the number of voice chatbots is expected to exceed 8 billion by 2023. They can also integrate with existing learning management systems or knowledge bases to provide access to relevant resources and training modules. Considering the average CTR for display ads is low at 35%, Emirates Vacations built a chatbot within its display ads.

Technologies like chatbots and sentiment analysis can help your support team streamline their workflow, address customer requests more quickly, and proactively anticipate customer needs. Customer service teams are already using AI chatbots in their interactions with customers, but their uses are fairly limited. Chatbot responses to customer questions have been robotic and lacking in empathy, with more complex conversations needing a hand-off to agents. This level of personalization improves the customer experience, fosters loyalty and increases customer lifetime value. Machine learning in customer service analyzes customer feedback, social media posts and other textual data to analyze sentiment and identify emerging trends.

Once you choose your chatbot and set it up, make sure to check all the features the bot offers. These chatbot providers focus on a specific area and develop features dedicated to that sector. So, even though a bank could use a chatbot, like ManyChat, this platform won’t be able to provide for all the banking needs the institution has for its bot. Therefore, you should choose the right chatbot for the use cases that you will need it for.

To provide personalized recommendations tailored to each shopper’s unique needs. Moreover, the AI content assistant integrates seamlessly with all HubSpot features, enabling you to generate and share high-quality content without the need to switch between different tools. With the help of tools like HubSpot’s ChatSpot, which harnesses the power of Generative AI, the possibilities extend beyond mere conversation. Fitness apps can be helpful for individuals who don’t mind the extra engagement with the app itself.

This case study comes from a travel Agency Amtrak which deployed a bot that answered, on average, 5 million questions a year. They can take over common inquiries, such as questions about shipping and pricing. Bots answer them in seconds and only route the more complex chats to specific agents. This way, the load on your staff will decrease, the quality of service will stay high, and you’ll keep customers happy. They can also collect leads by encouraging your website visitors to provide their email addresses in exchange for a unique promotional code or a free gift. You can market straight from your social media accounts where chatbots show off your products in a chat with potential clients.

While building out a robust knowledge base or FAQ page can be time consuming, self-service resources are critical when it comes to good CX. This AI tool identifies opportunities where human agents should Chat GPT step in and help the customer for added personalization. Keep reading to learn practical tips for how you can add AI in your customer experience strategy – and learn from a few top companies’ use cases.

Think about it—unless a person understands how your service works, they won’t use it. Overall, this creates such a positive experience for me that I’m much more likely to return to Netflix instead of perusing a variety of other streaming services. Netflix’s use of machine learning to curate personalized recommendations for its viewers is pretty well known. That means you can use AI to determine how your customers are likely to behave based on their purchase history, buying habits, and personal preferences. This video outlines a few of the ways that AI is changing the way we think about customer service. Vercel is the platform for frontend developers, providing the speed and reliability innovators need to create at the moment of inspiration.

Top 8 Finance Chatbot Use Cases & 5 Tools in 2024

Master of Code assisted Dr.Oetker with their new Giuseppe Easy Pizzi product to promote the product and boost sales. We leverage a virtual assistant to encourage Gen Z pizza enthusiasts to participate in the contest and increase their chances of purchasing Easy Pizzi in the future. Say No to customer waiting times, achieve 10X faster resolutions, and ensure maximum satisfaction for your valuable customers with REVE Chat. As per Accenture research, “Digital consumers prefer messaging platforms that have voice and text-based interfaces”.

As technology continues to evolve, the role of chatbots will only become more prominent, shaping the future of customer engagement and organizational efficiency. So, you’ll have to utilize chatbots as a strategic tool to empower businesses to stay ahead in a rapidly changing digital landscape. A chatbot is a program powered by artificial intelligence (AI) that conducts conversations with users through text or speech interfaces. These conversations can simulate human interaction enabling users to interact with the chatbot naturally and conversationally.

Let us comprehensively discuss how the application of chatbots has transformed alleys across different business functions and industries of sizes. In this guide, we’ll explore the diverse use cases of chatbots across industries, benefits, and best practices to harness their full potential in driving business success. They give stakeholders and teams a clear picture of user interactions and successful outcomes. Whether adding a new feature, rapid prototyping, or redesigning a system, your planning should start with writing a use case. Business use cases paint a more general picture of how a user might interact with your business to reach their goals.

ChatGPT is a chatbot developed by OpenAI that uses a variant of the GPT (Generative Pre-training Transformer) language model to generate human-like responses. It is designed to engage in conversation with humans and answer their questions or requests. Customer service analytics is the practice of collecting and evaluating data from customer interactions to improve service. It enables companies to understand consumer preferences, trends, and areas for development.

Paired with neural machine translation (NLT) services, they can even detect the customer’s location and tweak the phrasing according to localized linguistic and cultural nuances. Pipeline Ops has a chatbot on its website that collects customer information on the front end. By doing this, an anonymous site visitor becomes a lead that has shared contact information without ever being contacted by a live agent. Before we move on, let’s dive into a few more benefits that chatbots will provide to your business.

But eventually, everything that was a surprise and delight becomes a consumer expectation. For example, Sprout Social’s Case Management solution centralizes billions of social conversations across major social networks and review sites, so you can efficiently manage inquiries at scale. For further efficiency, you can even set up smart automation that routes cases based on agent availability and capacity. Reduce the time spent on common customer questions by helping agents make the best use of existing material and focus on more complex queries. But a discussion, or conversation, is not quite what you would describe the interaction between a customer service agent and a customer. This is more transactional – the setting entails accurate information exchange.

A considerable reduction in your team’s workload and a more effective approach to complex customer issues. By 2030, the AI sector is projected to reach a staggering 2 trillion dollars. While many companies are still experimenting with AI to serve their customers, some have already seen positive results. Chatbots can guide the customer through the process of purchasing tickets for activities and events such as conferences, concerts, shows, tours, etc.

• It is an important metric for measuring how useful a support team is or how quickly they can reply to concerns.
• These tools can automatically detect an incoming language and then translate an equivalent message to an agent and vice versa.
• They can also track the status of a customer’s order and offer ordering through social media like Facebook and Messenger.

AI learns from itself, so it can use analytics to adapt its processes over time. As resolution processes change, AI ticketing can change how it sorts and tags conversations, assigning tickets and keeping agents on top of issues. The bot is immediately present when a user enters the site, making it easy for visitors to find the support they need quickly. However, implementing a chatbot into your customer service team can be tricky. So, in this post, we’ll review how you should be using chatbots for customer service and break down some best practices to keep in mind when implementing one on your site. Just like with any technology, platform, or system, chatbots need to be kept up to date.

Some may want a hotline to call, whereas others are fine with a DM or a self-service tool. It’s your job to ensure they get the same consistency, speed and care no matter their preferred channel. This gives agents go-to empathy statements and phrases, helping them work around different ways to convey the same sentiment.

Customer behavior analytics refers to data sourced from the various touchpoints of customer relationships. Attempting to map out a customer’s journey might feel like a disjointed scavenger hunt. A modern customer behavior analytic strategy should keep you on top of the big data that informs your support strategy, product roadmap, marketing campaigns, and sales efforts. And don’t forget to check out our data-driven list of chatbot vendors and voice bot platforms. And if you are planning to deploy AI in your business you can schedule a demo with Trengo to learn how it can enhance your customer service. ‍The AI tools can collect customer data and share insights via charts and reports.

They are one of the important conversational banking trends adopted by many banks. Most customers want to be able to solve problems on their own through self-service instead of having to hop on a phone call — and that’s where chatbots can help. You don’t have to employ people from different parts of the world or pay overtime for your agents to work nights anymore.

Furthermore, NLP assists in language translation, allowing businesses to provide support in multiple languages, and broadening their customer base. Engagement is a massive arm of understanding customer experience.Customer engagement comprises of all the interactions between a brand and its customers across various communication channels. This could be interactions social media, in customer service channels, or insights gleaned from survey results. According to Deloitte, nearly two out of three customers expect businesses to integrate customer feedback into future products and services.

The current compound annual growth rate (CAGR) of approximately 22% suggests that this figure could potentially reach $3 billion by the end of the current decade. Here is how messaging platforms with chatbot capabilities can help businesses. With the ever-increasing popularity of messaging, chatbots are now the center of business messaging. This concept encourages buyers to be more ready and willing than ever to shop online with bots.

Make sure you know your business needs before jumping ahead of yourself and deciding what to use chatbots for. Also, make sure to check all the features your provider offers, as you might find that you can use bots for many more purposes than first expected. This chatbot simplifies banking operations and delivers great value to users. The bot performs banking activities, such as checking balance, funds transfers, and bill payments. It can also provide information about spending trends and credit scores for a full account analysis view. Bots can also help customers keep their finances under control and give clients quick financial health checks.

If you’re ready to elevate your approach to case management, check out our top ten list of customer service software tools. These platforms are guaranteed to help you keep your strategy on the cutting edge of consumer expectations. Categorizing and prioritizing inbound messages automatically ensures the most critical issues are addressed first, improving customer satisfaction and preventing potential escalations.

Chatbots streamline the process of booking appointments for various services by enabling users to book appointments conveniently through conversational interfaces. These chatbots typically integrate with the business’s scheduling system, allowing users to check availability, select preferred dates and times, and confirm bookings seamlessly. Bots are proficient in resolving common queries while reducing the need for human interaction. 68% of customers say that they enjoy getting an instant response and answers to simple questions from a chatbot.

Instead of trying to find human translators or multilingual agents, your AI-powered system steps in. These advanced technologies can detect a customer’s native language and automatically translate the conversation in real time. AI also enables the analysis of customer interactions, providing a deeper understanding of customer sentiment and intent. This data seamlessly integrates into the conversation when a human agent takes over. This is especially helpful for SaaS vendors who might offer new or innovative products that are prone to technical problems.

By offering self-service options, companies can reduce support ticket volumes, lower costs, and give customers the autonomy to resolve issues on their own terms. ChatGPT is generating a lot of excitement among customer service teams but it is not quite ready to support your human agents yet. ChatGPT can be fun to play with because it is highly intelligent, having been trained on vast amounts of data, and yet the technology is still easily thrown by questions it does not know the answer to. Planet Fitness, a leading fitness center franchise, has implemented the Sprinklr AI+ platform to elevate its customer service operations on social media channels. By harnessing the power of AI and machine learning in customer service, Planet Fitness optimizes its customer service processes while maintaining a high standard of customer interaction on social media. Furthermore, as customers interact with the voice bot and provide feedback, machine learning algorithms continuously learn and adapt to improve the quality of responses over time.