Chatbot Landscape: Chatbot use cases that the brands adopt.

About a year ago, when we discussed the chatbot requirements with clients, most of them want to automate the processes that are part of their mainstream business operations.Also, it is taking too much time to close the project and kick-off the development. They couldn’t specify the final requirement and blueprint. The main reason may be, they may not have enough references for their industry vertical related use cases. As an abstract, the buying confidence was too low.

AI chatbot landscape

Nowadays, the situation is changing from ‘good to have’ to ‘must to have’. But not exactly the mainstream business operations. But the adoption is to handle periphery systems like customer support, lead generation, customer on-boarding, self-help process etc.


Let’s take a deep dive into the use cases:

Customer support bot:

  • Most of customer support operations include repetitive actions and process. Based on the FAQs and brand information, we can train the bot to answer most of the repetitive questions that are handled by the support team.
  • Basically it can handle the queries related to user-specific information such as e-wallet balance, shipment/ delivery status, purchase history etc.
  • From FAQ bot can answer process related queries, pricing related queries, and questions specific to the brand ('About us' information).
  • Self-learning approach: Bot can capture all the unanswered questions and update the FAQ.
  • Bot to customer support team transfer: If the user inquires a human interaction bot will transfer control to customer support team with ease. Transfer can also be done, if the bot gets stumped.

Lead generation:

  • The bot can walk through the customers through the products and offerings.
  • Bot can also collect customer requirements over chat by establishing a relevant conversation thread.
  • For eg: A travel bot can probe a user by asking his travel purpose such as Vacation, romantic trip, solo trip etc. then proceed with travel dates, destination and mode of travel.
  • After collecting all the above-mentioned information, the bot can ask lead information such as name, email, phone number etc.
  • Spectate the visitor-bot interaction- Inside sales team members can spectate bot user interaction and take control if he/she feels the user-bot interaction is not going in the correct direction.

These are the two major use cases that our prospective customers are inquiring these days. Also, most of them are getting converting into Proof of concept based engagements and then to live projects.

These are the two major use cases that our prospective customers are inquiring these days. Also, most of them are getting converting into Proof of concept based engagements and then to live projects.

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