Top 24 Chatbot Case Studies & Success Stories in 2024

The template also creates another Lambda function called PopulateProductsTableFunction that generates sample data to store in the Products table. It constructs a filter expression based on the provided parameters and scans the DynamoDB table to retrieve matching products. If no parameters are provided, it retrieves https://chat.openai.com/ all the products in the table and returns the first 100 products. Before you create your agent, you need to set up the product database and API. We use an AWS CloudFormation template to create a DynamoDB table to store product information and a Lambda function to serve as the API for retrieving product details.

This is because many companies realize that their HR department receives lots of repetitive requests or questions from employees that could be easily handled automatically. Chatbots are most popular in healthcare compared to other industries. An AI-powered chatbot can save time in an industry where time is often literally a matter of life and death. Clinic or hospital contact centers don’t get overwhelmed with basic queries, and patients can get quick answers about topics that worry them. Insurance bots offer a wide range of valuable chatbot use cases for both insurance providers and customers. These AI-powered chatbot can efficiently provide policy information, generate personalized insurance quotes, and compare various insurance products to help customers make informed decisions.

Nextiva’s contact center solutions, for example, offer live chat support not only for your website and mobile app but also on social media platforms like Facebook Messenger and WhatsApp. Great chatbots should retain previous customer conversation histories for individual users. Doing so allows them to access prior conversations and offer more personalized responses. Poorly designed or limited chatbots can frustrate users, damaging brand perception. Even self-service chatbots that only answer FAQs should have the potential to offer helpful information. He is a generative AI ambassador as well as a containers community member.

Lately millennial are very much familiar with usage of messaging applications and as the chatbots are using the similar platforms it will be a better and a easier interaction level for all. I have come across a chatbot platform called Engati which guided me to design a chatbot within 10 minutes and no coding. Engati is a chatbot platform that allows you to build, manage, integrate, train, analyze and publish your personalized bot in a matter of minutes. In 2024, retailers are under pressure to provide a better customer experience.

Human Capital Trends report found that only 17% of global HR executives are ready to manage a workforce with people, robots, and AI working side by side. The global chatbot market is expected to reach $1.23 billion by 2025 with a compounding annual growth rate of 24.3%. The chatbot helps you to know the current location of your driver and shows you a picture of the license plate and car model. Collaborate with your customers in a video call from the same platform.

Chatbots can be used to find answers to commonly asked questions, search a database for current product stats, or to determine answers to other queries or solutions. A chatbot can do this job instead, freeing sales agents to work on more complex issues for higher priority customers. After all, sales agents will take time to find the price of each product and quote it to customers. But chatbots, since they can be directly connected to a database, can identify keywords in a customer’s price request, then quickly bring up prices for the right products. One company using chatbots for this very exact scenario is Snaptravel.

By employing such a system, companies will see more leads generated compared to a simple lead generation form. Plus, it doesn’t matter how much a business ‘requests’ a customer to take part in your survey. Customers can simply enter their product’s shipping ID there and get a status update. This list is not exhaustive, as chatbots are becoming more and more versatile and capable via AI (e.g. Natural Language Processing).

They’re used by EdTech companies, some schools, universities, and educational institutes. A real estate chatbot handles inquiries about selling, buying, and renting properties. It’s a virtual assistant answering questions about the whole process, giving updates, scheduling meetings, and collecting prospects. Kian claims to increased the conversion rate on Kia’s website from 7% to 21%.

They can help students with homework, break down complex topics, and offer practice quizzes to reinforce learning. By leveraging AI and machine learning, educational chatbots can adapt to individual learning styles and needs, making education more accessible and effective. This helps to reduce the workload of educators and ensures that students can access continuous academic support independently. Healthcare organizations are using chatbots to help patients schedule appointments, find the nearest healthcare provider, and offer quick answers to common healthcare-related queries.

His 25 years of experience leading various aspects of the customer experience including professional services, customer success, customer care, national operations, and sales. Before Nextiva, he held senior leadership roles with TPx, Vonage, and CenturyLink. You also want to ensure that your AI chatbots have enough information to be helpful and accurately interpret and answer customer questions.

Customer Service Chatbot Examples

During development, you can always test your chatbot via a mock screen to see how it’ll work with end users. Artificial intelligence is one of the greatest technological developments of this century. You may have heard of ChatGPT, the famous artificial intelligence chatbot developed by OpenAI, an American software company. ChatGPT was released in November 2022 and amassed millions of users in a short while. It’s arguably the most famous AI product, but many chatbots have existed before it, including those built for businesses.

That’s why bots are an excellent extension of your knowledge base, FAQs, and community forums, where they can distribute resources based on the customer’s comments. 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. Chatbots can handle queries from multiple angles by providing real-time updates on stock levels, reordering supplies, appointment scheduling, and many other things. This ensures that everyone is informed, keeping production lines running smoothly.

Or maybe you just need a bot to let people know when will the customer support team be available next. This will minimize the shopper’s frustration and improve their satisfaction. By implementing chatbots for customer onboarding, you can reduce your customer support team’s workload while ensuring new users have a smooth start with your product or service. Many ecommerce applications want to provide their users with a human-like chatbot that guides them to choose the best product as a gift for their loved ones or friends. Based on the discussion with the user, the chatbot should be able to query the ecommerce product catalog, filter the results, and recommend the most suitable products. Whether you’re looking to reduce shopping cart abandonment rates, provide better customer service, or simply want to increase sales, chatbots are a great way to achieve your goals.

Chatbots can help by providing a personalized shopping experience for each customer journey. For example, they can suggest products based on customers’ preferences and past purchases. If a customer is having a problem with an order, the chatbot can raise a ticket to the customer support team.

Despite such setbacks, Microsoft is going ahead with chatbot development. XiaoIce is Microsoft’s biggest chatbot success story and along with GPT-3, it is one of the most technically sophisticated bots on our list. In just three months following its launch in July 2014, XiaoIce had 0.5 billion conversations. Available both on a phone number and on Facebook’s Messenger, Tess uses a variety of psychological approaches to support patients, and allows psychologists to engage with a higher number of patients.

Weaponize social media for conversational sales

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. Almost any industry can benefit from chatbots, including e-commerce, healthcare, finance, customer service, and travel. If your industry seeks improved customer engagement, streamlined processes, and 24/7 support, it can benefit from implementing chatbots. Automating your marketing campaigns can free up time for your team to focus on other tasks. In turn, this can increase conversion rates and improve the customer experience by personalizing your messages. You can also use chatbots to inform customers about upcoming events like Q&As or webinars.

• It sends them personalized insights based on their banking history and habits.
• To use a chatbot for business, start by identifying the tasks and interactions you want the chatbot to handle.
• They take care of the complex technical aspects of running a chatbot, while you focus on the simpler things.
• Qualify leads, book meetings, provide customer support, and scale your one-to-one conversations — all with AI-powered chatbots.

Besides, most activities in the travel industry need to contend with customers arriving, leaving, planning and executing. They made it possible through an Airtable integration that made it easy to add or remove products all through a no-code bot builder and an easy-to-use interface. Ralph helped users find the right Lego set and just this simple addition gave them overwhelming success. The bot was direct about its nature of being a virtual digital assistant but the script was highly interactive and conversational. As an avid learner interested in all things tech, Jelisaveta always strives to share her knowledge with others and help people and businesses reach their goals.

Optimum has an SMS chatbot for customers with support questions, giving users quick access to 24/7 support. As many people need internet, TV, or phone service to work and live their daily lives, being able to receive quick help whenever an issue arises is critical. A customer can simply text their issue, and the bot uses language processing to bring the customer the best solution.

• This boosts conversations much more than forms as the visitor is also engaged in the conversation and getting an appropriate response to their questions.
• Chatbots are a perfect way to keep it simple and quick for the buyer to increase the feedback you receive.
• An ecommerce chatbot simulates the in-store human assistant and tries to replicate the experience online.
• The banking chatbot can analyze a customer’s spending habits and offer recommendations based on the collected data.

Everyone who has ever tried smart AI voice assistants, such as Alexa, Google Home, or Siri knows that it’s so much more convenient to use voice assistance than to type your questions or commands. Speaking of generating leads—here’s a little more about that chatbot use case. In fact, about 77% of shoppers see brands that ask for and accept feedback more favorably.

Chatbots can help employees with various tasks, from scheduling meetings to ordering office supplies. And because they’re available 24/7, they can provide assistance when human resources are unavailable. FitBot is the way trainers communicate business case for chatbots with clients, both onsite and remote coaching. As per research, the participants who used the chatbot were 26% more likely to meet or exceed personal fitness goals compared to participants who didn’t use the technology.

In the past, you got really specialized call desks and agents who could go extraordinarily above and beyond if you were lucky (and spent enough). Now, he said, airline cost-cutting has even come for elite travelers. Still, they’re getting a much better deal on the phone than everyone else. Start learning how your business can take everything to the next level. Automating conversations that would otherwise require an employee to answer, organizations save time and money that can then be allocated to other work.

Sales

Oftentimes, your website visitors are interested in purchasing your products or services but need some assistance to make that final step. You can use bots to answer potential customers’ questions, give promotional codes to them, and show off your “free shipping” offer. Trained on your products and services, these chatbots can guide new users through features, answer basic questions, and provide troubleshooting assistance, significantly improving the user experience. In most businesses, 75% of customer service queries are made up of just a few issues. Some of these are simple enough, so bots can handle them in most cases. Thus, letting chatbots answer the frequently asked questions, for instance, can significantly reduce your call center workload.

And because the chatbot is conversational and can engage visitors 24/7 automatically, this website can generate leads around the clock. Today, another effective approach for a company is to focus on the audience that’s already interested in its products, i.e., website visitors. Sales teams often refer to these audience members as ‘warm leads.’  Warm leads are the people who have actually engaged with the company’s website and are much more likely to answer sales questions. Often times, they are looking to purchase products but need time and/or assistance to finish the transaction. Here’s another example of cosmetics giant  Sephora using a chatbot to provide one-click customer service. Providing this feature is necessary because Sephora’s customers may sometimes have special demands that a chatbot can’t process on its own.

Using ads that send customers straight to your Messenger or WhatsApp chatbots is a fool-proof marketing strategy. But bots nowadays can act as customer segmentation tools and qualify leads. Ask some questions about your visitor’s needs to discover who is your potential customer and who isn’t. And if you want to create a bot for your private financial institution, you can go to Kasisto, request a demo, and get their help in setting your chatbots up. Bank customers can track their expenses automatically and set balance notifications.

Let’s look at one of the best medical chatbots available out there—Babylon Health. You can set the welcome message to send on multiple channels, such as a wave on your website or a greeting message in WhatsApp Business. You can also change the contents of the chat depending on the channel and the status of your live support. Asking customers for feedback has never been easier, even if you’re a startup. Now, let’s have a look at each one of the NLP chatbot ideas individually. On top of that, your business can be present on multiple channels for your clients’ convenience.

NOMI is also multilingual and smart enough to transfer the chat to a live agent as and when needed. Even though the bot can handle 75% of the questions, it seamlessly transfers to a human if the user wants answers to more personal and complex questions. Healthcare chatbots aren’t just systems designed to interact with customers and patients. One of their strengths also lies in the fact that they can be highly competent in internal roles when exposed to different training data.

Just remember that the chatbot needs to be connected to your calendar to give the right dates and times for appointments. After they schedule an appointment, the bot can send a calendar invitation for the patient to remember about the visit. This is one of the chatbot healthcare use cases that serves the patient and makes the processes easier for them.

And research shows that over 80% of consumers are more likely to convert after having a personalized customer experience. So, chatbots can also help to boost sales and conversions on your ecommerce website. Customer service reps enjoy chatbots because they free up time spent answering basic questions on the phone with customers. You can integrate the chatbots with analytics tools to aggregate and analyze feedback data.

Experience the best features of a chatbot for free!

The marketing efforts didn’t pay off since the number of visitors was not doing anything for the business. An Australian global travel company experienced over 2 million website visitors monthly. The visitors would surf for new deals and tour packages, but the journey lacked the personal touch. Moreover, they identified a pattern in their target market where their toys weren’t just bought for kids but also for adults who bought lego for nostalgia reasons.

All this contributes to making customers more engaged with surveys,  all thanks to the way chatbots present them. Before making a purchasing decision, most customers will ask the same types of questions regarding what they are buying. You can foun additiona information about ai customer service and artificial intelligence and NLP. Answering such repetitive questions will take up your customer support’s valuable time and resources. We’ve compiled a list of amazing chatbot use cases from different industries.

The adoption of AI chatbots represents a significant shift in the way businesses operate and interact with their customers. These applications demonstrate how chatbots can improve both the educational experience and operational efficiency in academic settings. By automating routine tasks, chatbots allow healthcare professionals to focus more on patient care and complex medical issues.

The only way to stop this from happening is by creating a crystal clear onboarding experience and guiding customers through the service right from the start. By giving customers an idea of what the service they are buying does and how it operates, businesses can significantly increase the chances of their customers using their products. The ideal strategy instead is to show customers an upsell/down-sell offer when they are the most engaged with a company’s products and services. When a customer buys a product from a business/company, one should not consider it the end of a transaction – but rather the start of a relationship. That’s because, according to HBR, more than 70% of customers are interested in hearing from retailers after they make a purchase, especially if they provide personalized content. Companies who want to collect more information about their leads can use this chatbot use case as well.

HR chatbots offer a wide range of applications to streamline human resources processes and enhance employee experiences. These use cases for chatbots include assisting with benefits enrollment, answering frequently asked questions, guiding employees through onboarding, and conducting exit interviews. Now, we will explore the valuable chatbot use cases in optimizing HR operations and delivering a seamless employee experience. Marketing chatbots are powerful tools that offer various applications to elevate marketing efforts and enhance customer engagement. Chatbots are computer programs designed to interact with users through conversational interfaces. They are versatile tools applicable to various industries and business functions, such as customer service, sales, marketing, and internal process automation.

Over time, as companies see how customers interact with their chatbots, additional services can be built in the chatbots as well. With chatbots, companies can introduce their products and services by providing a tailored experience to visitors using chatbots. The chatbots can ask what types of products the visitor prefers and give highly relevant options. This chatbot by Vainu can answer visitor questions, familiarize them with available products and services, and eventually get their email address.

This makes a chatbot a really useful technology that customers will have fun interacting with. And any positive experience a customer has using your chatbot will go a long way to elevating your company’s brand image. Again, all this will free up your customer support agents’ time, which they can use to solve the more serious problems of customers who need to interact with a human within your company. Checking for inventory is something a customer can do by searching for and visiting a particular product page.

Their chatbot starts by introducing their software and giving social proof and then asks users whether they’d like to learn more. If they choose ‘yes’, the chatbot starts explaining how the Plum app works. By deploying a chatbot on your website and its apps, a business can try engaging its customers in a conversation by asking them multiple questions.

And considering that about 77% of consumers have a more favorable view of brands that ask for and accept feedback, your company should put more resources into this area. Chatbots can take care of all of these and ensure high consumer satisfaction with your store at the end of their customer journey. Intended for insomniacs, the bot becomes “extra chatty” between 11pm and 5am, local time. You can say anything to it and it will reply to keep you company when sleep eludes you. Toutiao, or “headline news” is a popular news aggregation service in China.

If the bot doesn’t understand the question, it can forward the message to a human to take it further. Similarly, you can use Intercom bots to interact with potential customers and collect lead information from them. This platform lets you automate simple business conversations and frees up time to focus on the more complex ones.

And considering that about 77% of a company’s ROI comes from segmented communication, it’s important that your business targets the right clients. In this video below, you can watch two GPT-3 AIs having a conversation that almost sounds human. Since then, it’s expanded its features to 100 different legal processes, from helping users get eligibility for college fee waivers to connecting with a prison inmate. The chatbot is mostly used to collect employee data, like their satisfaction during a meeting, the working environment, or any situation where the employees’ voice needs to be heard. The insights gained from the surveys can then be turned into data-driven decision-making. Various stakeholders need to be informed at any given time, including contractors, suppliers, customers, and business partners.

Here, we’ll look at the pros and cons of website chatbots for SMBs, the must-have features to look for, and how to start implementing chatbots on your site. In competitive markets, small- and medium-sized business owners are increasingly looking for new strategies and technologies to help them offer better customer experiences and stand out. The following screenshots show example conversations, with the chatbot recommending products after calling the API. You can create bots without writing code but, instead, use conditional logic. Landbot already gives you a collection of pre-built templates that you can edit to create your chatbot. These templates take away a lot of the stress that would come from creating your own bot from scratch.

They can even provide credit scores, set budgets, and help to manage them. They can answer reactions to your Instagram stories, communicate with your Facebook followers, and chat with people interested in specific products. Chatbots can serve as internal help desk support by getting data from customer conversations and assisting agents with answering shoppers’ queries. Bots can analyze each conversation for specific data extraction like customer information and used keywords. What’s more—bots build relationships with your clients and monitor their behavior every step of the way.

Tess gives users the opportunity to talk to it if they are having a panic attack or put their thoughts into order before going to sleep. Woebot is created by Alison Darcy, a clinical psychologist at Stanford University. Woebot uses cognitive-behavioral therapy to deliver scripted responses to users. 70 college students dealing with depression tested Chat GPT Woebot and their improvements were published in a research paper demonstrating significant benefits. Chatbots obviously have utility for improving UX, helping with sales prospecting and qualification, and implementing a self-service environment for your customers. The key is having the existing infrastructure to support this fantastic tool.

Today’s customers are smart shoppers and, therefore, like to be educated about the products they are buying. They want to know what varieties, sizes, and colors are in stock – plus any other information they can get their hands on. They expect fast responses otherwise they will move on to the next vendor. Any company wishing to simplify its product/service pricing can employ the chatbot use case for this very purpose on their pricing page as well.

As mentioned, interactions with Replika all tend to get flirty, rather quick, as the bot seems to be solely intended for intimate companionship. So there’s not much you can do with it — it cannot set an alarm for you or order comfort food. But with the codes now out in the wild, we’ll hopefully see developments. While this does not apply to the written format where you only see full replies, it is crucial in speech where humans interrupt one another continuously allowing an efficient interchange of ideas.

Available on all Android phones, Google Assistant is a holistic digital concierge. Google assistant serves as a response suggestion engine in Google’s messaging platforms. Additionally, assistants can answer questions and learn about users to offer them personalized news or suggestions. Dollar Shave Club’s chatbot offers 24/7 service for simple questions and queries that customers may have, providing global audiences with support options regardless of their timezone. The best bots create genuine customer experiences that are indistinguishable from an interaction with a live agent.

It enables businesses to identify trends, strengths, and areas for improvement. Businesses can gather actionable insights in real time for timely adjustments and enhancements to products or services based on customer input. Chatbots are one of the best tools to improve user retention by managing customer service issues in a timely, efficient manner and upselling & cross-selling relevant products and services. 34% of customers returned to the business within 30 days after iterating with the bot. Chatbots are designed to understand user queries, provide relevant responses, and perform tasks or actions based on the context of the conversation.

While website chatbots offer plenty of advantages, there are some potential drawbacks that SMBs need to consider. If, for example, customers are constantly asking about specific product features, it may be a good idea to include answers to those questions on the product page in an FAQ section. To address this challenge, you need a solution that uses the latest advancements in generative AI to create a natural conversational experience. The solution should seamlessly integrate with your existing product catalog API and dynamically adapt the conversation flow based on the user’s responses, reducing the need for extensive coding.

This includes your brand voice, accurate information, links to relevant pages, and images of your products. These bots can help your brand optimize costs, speed up the response time, and increase sales. They can also assist your representatives in order to reduce the risk of human error when answering inquiries. And keep in mind that about 71% of your Gen Z customers want to use chatbots to search for products, and over 62% of them prefer to use a bot when ordering food.

And as for making recommendations, support agents know that coming up with suggestions can take up a lot of time. A transactional chatbot is pre-designed to provide a customer with a fixed set of choices. A customer can select an option that is relevant to what they want to do or what problem they want to solve.

Of course, users can do that elsewhere, but chatbots make the whole experience more interactive and fun. Even when your team is online, it doesn’t mean that they can reply to customer queries instantly. There can be lots of reasons for this from high ticket volume to simple human factors. 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.

Nextiva’s customer experience (CX) platform includes sophisticated AI-powered chatbot technology. Our live chat software makes it easy to manage all your customer interactions, from sales to support, in a single place for a seamless customer experience. Traditional rule-based chatbots often struggle to handle the nuances and complexities of open-ended conversations, leading to frustrating experiences for users. Furthermore, manually coding all the possible conversation flows and product filtering logic is time-consuming and error-prone, especially as the product catalog grows. But chatbots aren’t just a means for streamlining customer engagement, communications, success and sales. Increasingly, chatbots are providing effective support for both consumers and businesses alike.