Top 20 Chatbot Usecases / Applications in Business in 2018

Top 20 Chatbot Usecases / Applications in Business in 2018

While we were writing about major chatbot failures and top chatbots, we started noticing and documenting the areas where chatbots really add value to businesses. Now we are ready to explain how businesses in different industries can use chatbots.

And do not imagine this as a company having 20 chatbots. Consider 2 chatbots for your company, one that is serving all requests from customers and partners and another serving all your employee’s requests. So if an employee needs to create an IT request or if she needs to put in her time sheet, she will use the same system and the same interface.

Chatbot solutions for any industry that serves specific business functions

Customer service

  • 1- Answering frequently asked questions
  • 2- Resolving customer queries: Answering questions is helpful but a chatbot is not that useful if it can not complete transactions. For example, if customers frequently call to check the delivery time of their package, it makes sense to let the chatbot handle those questions.


  • 3- Recommending new offers: Recommending the right products to the customer based on her verbal feedback
  • 4- Understanding your customers: Asking the right questions at the right times on your application or website


  • 5- Sales assistant: Integrated to your CRM system, your chatbot can act as an assistant to sales personnel, by notifying them when they are assigned opportunities, simplifying lead creation and updates.
  • 6- Customer outreach is better when bots write the first reply. For example while reaching out to SMEs, you can send automated emails and chatbots can respond immediately to leads. Reduction in response times is one of the biggest boosts to conversion as demonstrated by this study by


  • 7- Keeping the pulse of your employees has never been easier. Integrate chatbots like Polly into your collaboration environment like Slack to monitor their satisfaction and productivity.
  • 8- Answering common HR related questions is time consuming and boring for employees but an ideal job for chatbots.
  • 9- Completing transactional HR services: Most employees have a hard time remembering where they need to fill in their absences and vacations. Especially new joiners are clueless about such things. A cool solution is to stop recording absences altogether. A slightly less cooler solution is to roll out an HR chatbot on the common chat platforms for such questions



  • 10- IT helpdesk: Helpdesk functionality can be easily embedded in a bot that can create/assign cases, notify users of updates and answer users’ questions.

Facilities and other support services

  • 11- Helpdesk: All facilities related requests can be collected by a chatbot that will also notify users as their requests are completed.

Industry-specific chatbot solutions


Chatbots can add a new layer of interactivity to e-commerce, allowing customers to interact beyond menus and buttons. Major use cases are:

  • 12- Shop with conversational commerce unlock more options
  • 13- Set price alerts
  • 14- Choose gifts


News is one of the few fields where speed is as important as quality. And while bots certainly outmatch us in speed, they are also catching up to us in quality. News organizations in the US and China are already using chat bots to prepare lightning fast news

  • 15- News delivery: For example, chatbots can be built to deliver only summaries of news and sharing details as users ask about them. This can create an engaging news experience for busy individuals.


  • 16- Investment: Robo-advisors are getting smarter everyday and will soon serve as the first level of advisor for most non-affluent customers.
  • 17- Credit: Just as robo-advisor chatbots are taking over investment advisors, chatbots are also capable of collecting necessary data for credit decisions


All the way from booking travel to solving travel related problems, chatbots have the potential to help. New ventures like Instalocate are already making money by solving people’s travel related problems.

  • 18- Vacation planning: While most parts of travel bookings are already self-service, it is time consuming to plan a vacation. Travelers need to discover the sights and experiences they would be interested in, plan an itinerary, pick hotels to stay in based on numerous criteria from kid-friendliness to location. While these tasks are frustrating for travelers, clever chatbots can make them much more pleasant experiences.
  • 19- Reservations: Text based reservation systems can be easier to use and can complement your online reservation systems
  • 20- Queries & complaints: In the long run, it is not good for business to make complaints more difficult to make. It frustrates customers and deteriorates a company’s reputation. Chatbots can service most queries and complaints fast, improving satisfaction of your most dissatisfied customers.

Hope we could help you identify how you could use bots in your business. If you also need our help in finding the right vendors, let us know.

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