Chatbots and the Real-world Use Cases

Since when are you hearing people around you talking about chatbots?

It has been long ago, right?
In fact, you might have even used a chatbot, knowingly or unknowingly.
Chatbots are the talk of tech town!

2016 was the year we began hearing about chatbots everywhere! From tech giants and industry leaders to local brands, everyone started integrating bots to their strategies and systems. This interactive engagement tool became a craze for the digital marketing world. After remaining a hot topic for a couple of years, the storm did not calm down and gradually led to a paradigm shift in user experience.
Today, bots have certainly become more than just a momentary fad.

…but what ‘Chatbot’ really is?
Technically, a chatbot is a communication interface infused with Artificial Intelligence (AI) and Machine Learning. To put it simply, this fast-growing technology is an emerging medium for businesses to communicate with their customers. Businesses sought to automate their day-to-day tasks by jumping on to chatbot bandwagon.

80 percent of brands will be using chatbots for customer interactions by 2020; 36 percent have already implemented”

– Oracle 

And how does it matter to you?

A customised chatbot can do wonders to your business! These conversational interfaces enable you to give an easy accessibility and higher convenience to your customers, taking customer service and customer engagement to the next level. Bots also automate mundane tasks so that you can focus on core aspects of your business that drive revenue. From small companies to large enterprises, from Retail to Finance, businesses of all sizes and industries are getting inclined to chatbots.

Oh, there’s a chatbot for that!

There is a chatbot for everything. You name it and there’s a chatbot for that. You will come across a wide range of chatbots like Retail, Media, Banking and Finance, Real Estate, Travel, Food & Beverage, Healthcare, etc.

Real-world examples of chatbot implementation gone right!

World’s most popular brands have implemented chatbots. Take a look at some of the best ones that benefit from chatbot already:

1. Starbucks

Source: TechCrunch

Starbucks, the world’s most popular coffee shop has come up with Barista Bot for Facebook Messenger built inside their mobile app.

The bot has made ordering a coffee simpler, quicker, and easier than ever before. Now, people can skip the long queues in morning just to get a coffee. They can order snacks and drinks through a text message or voice command, as the Barista Bot has an amazing voice recognition capability. The bot does not just take orders, but also tells in how much time it will be ready and how much it will cost.

The best part?

It can also take complex orders like ‘Add more chocolate syrup in Double Chocolate Chip Frappuccino and less cream in Caffe Mocha’. Consumers can also make changes in the order as if they are talking to a human.

With Barista bot, Starbucks is delivering an unparallel speed and convenience to its customers resulting into enhanced customer engagement and loyalty.

 2. H&M

H&M launched a personal styling assistant bot on the Kik platform to provide a customised shopping experience to users. Using this bot, shoppers looking for an outfit can now chat, browse and try out new styles. The bot asks buyers a few questions that determine their gender and style and then suggests outfits along with prices.

A shopper can like or dislike the outfit. Disliking an outfit will bring in a new outfit option, whereas liking the outfit will give 4 options: Shop, Save, Share, and Next.

  • Shop – Directs to the H&M online store
  • Save – Saves the outfit for later
  • Share – Shares the outfit with friends through social media or other platforms
  • Next – Brings in a new suggestion

3. Uber

Source: TechCrunch

The Uber chatbot is one of the most popular transport bots because of its easy accessibility. Integrated with the Facebook Messenger, the Uber bot allows people to request a ride with one tap on an address while they are in a conversation with a friend. Ride status updates and receipts are delivered in a private conversation between the rider and Uber on Messenger making it easier to keep a track of rides and payments.

The Uber bot can make your life easier in several ways:

  • Hosting a party at your farm house?
    Send your friends and colleagues the location on Messenger and they can request an Uber ride just by tapping on the address.
  • Getting late for movie?
    Share your current trip to your friends and they will know when you will arrive at the theatre.
  • Picking up your colleagues on your way to office?
    Request in Messenger and they will exactly know what time they need to come out so that they don’t have to wait.

4.The Wall Street Journal

Source: Bot Hub

Just when the news publishers began capitalising on chatbots, The Wall Street Journal built a bot for Facebook Messenger. The WSJ bot is the best way for people to stay on top of news, as it helps them remain up-to-date with all the big news and stock quotes.

Users can also customise alerts. They can type commands to get all the information they are looking for; be it company information or key financial metrics. In addition to that, they can also compare companies and get stock updates live.

5. Mastercard

Source: Mastercard

Masterpass, a Mastercard bot for Facebook Messenger was launched to increase engagement and deliver personalised and intuitive customer experience. This AI-based bot makes it easy for customers to make transactions, manage finances, and shop through messaging platforms.

Users can check transactions made for a particular thing for a particular duration or a month. Example: They can just ask bot, “How much did I spend on food in December?” or “How much did I spend on travel in November?” This is how users can track, plan, and save!

With Masterpass, customers can order from FreshDirect, Subway, and the Cheesecake Factory (Mastercard partners) through Messenger to enjoy a hassle-free shopping experience.

Make a move!

Cost savings and increased customer satisfaction are driving the adoption of chatbots. From the numbers and facts, it seems chatbots will continue to create more opportunities and maximize profitability for businesses. Also, as the number of customers becoming digital savvy is skyrocketing, no industry can risk using traditional digital marketing tools and strategies. That’s the reason companies are no more restricting themselves to rule-based chatbots. They are now building AI-based bots to keep up with their customers. And so should you. If you’re still finding your way through the hype around chatbots, it’s time to act now!

EvolutionCo is a team of young minds, the techno-freaks and digital savvy people who feel ‘we are born to do something new’. We bisect and dissect all the trending technologies to come up with something innovative out of it; be it Chatbots, IoT, AR or VR. Stay trendy, stay tuned for more!