12 best business scenarios for chatbot
24 May, 18
As per a report by Gartner, by 2020, around 85% of customer interactions with enterprises would be without any interactions with a human. The integration of AI and natural language processing (NLP) with chatbots has brought about a paradigm shift in the way businesses interact with their customers. Moreover, as per the same report, deployment of chatbots is expected to result in cost savings of US$ 8 billion by 2022, with 63% considering interacting with a chatbot to reach out to a business. Chatbots are now no longer limited to the over 100,000 chatbots on Facebook Messenger or other messaging apps, and now are part of the very fabric of how business across sectors interact with their customers. Curious to know how chatbots are transforming industries? Here’s taking a look at various scenarios across industries where chatbots are making a major impact.
Scenario 1: Customers walk into a bank or ATM to inquire about their account details and to carry out transactions. This usually is a rather cumbersome and time-consuming process that majorly dents the over consumer experience. The other alternative of banking apps are not as intuitive and are often riddled with bugs.
Solution: A chatbot can provide information to consumers regarding bank transactions and account details, and can even transfer money through messaging platforms such as Facebook and Telegram. Integration of chatbots within the banking app can significantly improve quality of interaction with consumers, and can even provide them with tips and suggestions about investments.
Scenario 2: Customers looking for details of insurance policies need to read through various documents and fine print or deal with insurance agents, who mainly focus on making a sale rather than provide accurate information.
Solution: A chatbot can provide a brief of the insurance policies and answer all questions pertaining to it. It can also provide the user with an estimate based on its analysis and can further connect the customer with the insurance agent. Chatbots can also allow for quick comparison of various insurance quotes and also suggest the most suitable insurance policy in line with the customer’s needs.
Scenario 1: Employees need to read through exhaustive employee handbooks or spend a significant amount of time to meet the HR executive and have their doubts about policies and other aspects of the company cleared.
Solution: A chatbot based on the internal communications platform can accurately answer all questions related to company policies. It can also advise the employee on the best course of action to alleviate any HR related issues they may have.
Scenario 2: Company employees need to log in to their internal attendance portal to check for their roster or apply for leaves.
Solution: A chatbot can provide employees with easy access to all information pertaining to their work schedule and leaves. It can also intimate the reporting manager about any unplanned leaves.
Scenario 3: An HR executive needs to carry out the cumbersome and time-consuming process of reaching out to prospective candidates and screening them to fit the role on offer. Candidates need to reach out to an HR executive, within stipulated work hours to make inquiries about the company or vacancies.
Solution: An AI integrated chatbot can screen through various candidate profiles and process their candidature for further scrutiny by an HR executive. It can reach out to prospective candidates and ask them relevant questions, so as to ascertain if they would be a fit for the role. Candidates can interact with chatbots anytime through the day regarding any question they may have about the company or vacancies. The chatbot can also suggest the most suitable vacancy for the candidate based on his/her profile.
E-commerce & Retail
Scenario 1: Users scroll through various products on the online portal or look through the selection of products on offer in a brick and mortar store. Consumers often deal with “in your face” store assistants looking to sell a particular product or brand. This time-consuming process may or may not provide the user with the right choice of products. Consumers need to look out for offers or surf through endless emails to learn about ongoing offers and in-store promotions.
Solution: Chatbots provide suggestions to users based on their wishlist or specific searches, without any bias. It also intimates the user about sales or offers on his/her favorite products or product categories.
Scenario 1: Patients need to walk into a clinic or hospital to enquire about the cause of certain symptoms, often waiting in queues for long durations. Alternatively, they look up the symptoms online to find inaccurate or misleading results.
Solution: Users can interact with the chatbot, which can help ascertain the cause of certain symptoms and advice on the next course of action or direct them to a doctor to help with the same.
Scenario 2: A customer needs to walk in to a drug store or search through an online pharmacy for a particular medicine or product.
Solution: The user can enquire about the availability of certain drugs at the drug store and even connect the user with the drug store
Entertainment & News
Scenario 1: Users scan through endless news feeds or surf through various news channels to find news that interests them.
Solution: A chatbot can ascertain the interest areas of the user based on previous interactions and provide the user with relevant news updates
Scenario 2: Consumers need to search through various websites to enquire about ticket availability for a particular event or enquire at the ticket dispensing site about the same, which can be a rather cumbersome and time-consuming process.
Solution: A quick chat with the chatbot can have it check for tickets and also book these for you. Based on your previous interactions, the AI integrated chatbot can also suggest events that may interest you.
Travel & Tourism
Scenario 1: Users need to log into the app of the particular airline to receive updates about their planned itinerary and for flight updates or check through their email for updates regarding the same. Hotel bookings can be made online but may not provide you accurate results in line with your preference.
Solution: An AI-integrated can check the user’s flight and other related details on demand and send out timely updates regarding the same. Based on the user’s preference, it can suggest the most suitable and lowest rates available for a flight and book the same. It can also help compare various hotels and others services in line with the user’s preference and accordingly making bookings.
Food & Beverages
Scenario 1: Customers walk into a restaurant, make a phone call or place an order online for a takeaway meal. The customer may not find the food of choice and would need to rely on the recommendations of the sales staff.
Solution: A simple chatbot that may be based on a messaging platform or be integrated with the food ordering app provides users with recommendations based on customer inputs and previous interactions and also help place the order for the same.
These are only just a handful of instances wherein chatbots have made lives easier for both consumers and businesses alike. Rampant advancements in AI and proliferation of smartphones and mobile devices are expected to pave way for even more industries opting for chatbots to enhance user experience and ultimately drive sales.