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Chatbot Use Cases: Best Bot Use Cases with Guaranteed ROI for your Business
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Topic: Chatbot Use Cases for Businesses
1) Consumer Facing: We explore chatbot use cases for each stage of the customer journey by using the AIDA Model.
Awareness: Get users into your Bot via your website, an advert, etc. Once the user is using your bot you will have the ability to message them in the future via the bot which has a natural higher open rate, higher CTR and higher Conversion Rates.
Interest: Bots can build interest by gather Data and finding out what your users like, want and need.
Desire: Once the bot know what the user wants it can send them the right offer at the right time at the right price.
Decision: Bot can help close the sale by eliminating any last doubt. Bots can also send out abnandonded cart reminders.
Purchase: Bots can finalize the purchase, send shipping updates and even up-sell/cross-sell.
Customer Service: Bots can manage customer service quaries.

2) Internal Bots: These are Bots that live within an Enterprise and can help anywhere where Communication and/or Tasks are performed.
HR: Bot can automate much of the hiring process, field Employee queries (eg: can I take a vacation?), perform performance reviews, give and receive tasks, etc.
Conversational RPAs: Robotic Process Automation... these are little robots that do things inside of enterprises are now conversational!
Conversational Enterprise: You can connect any enterprise software or RPA to a bot and make it conversational. This allows employees to interact without needing to use antiquated software.
Language Tasks: You can use NLP/NLU and bots to do language tasks like proof reading contracts. JP Morgan Chase's COIN bot did just that and saved Chase 360,000 legal hours.

Chatbots Results from Enterprises:
As per the State of Chatbots report,” 55% of respondents say they would most enjoy getting an instant response and answers to simple questions from a chatbot”.

What kind of support queries generally website visitors ask?

To know more about products or services
Technical support assistance
Billing and pricing information
Enquire about orders and shipping
By automating your web/online support, you can offer 24×7 real time service even when our service reps are busy or unavailable that will leave a positive impact on customers. The round the clock availability benefits to increase resolution speed that helps in reducing customer churn rate.

Conversational bots in FinTech are widely used for customer service as they can resolve basic queries instantly. Bots can deliver prompt responses and are easily scalable during peak hours to handle endless requests.

Sending notifications and providing balance information
Sharing money-saving tips and providing credit report updates
Facilitating bill payments
Providing personalized and proactive insights
Erica has surpassed 6,000,000 users and has serviced over 35,000,000 customer service requests.

AI chatbots help in accelerating the internal workforce productivity. Bots are self-learning software systems that analyze human language without any human assistance. They can help your IT help desk to boost your team productivity and drive efficiency.

Here are the key ways AI bot for your enterprise IT help desk needs:

Understanding enterprise language: AI bots should be trained to understand language specific to your enterprise. They should use an Enterprise Language Model (ELM), which resembles an IT service handbook or knowledge base specific to your enterprise.
Interactions with users: With a robust ELM, bots can operate as an AI worker or assistant. They can be trained to completely resolve service requests, or simply do some pre-processing to help a human agent resolve the ticket.
Meet user requests: Many IT helpdesk tickets involve extracting multiple complex entities from the ticket and calling RPA (robotic process automation) to do backend functions.
Here is an example of a service request involving an FAQ knowledge base: “I need to exchange my phone”. An AI Bot would extract the intent “exchange phone” and provide the relevant support link from the enterprise’s knowledge base.

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