Sara Francis
Chatbot
31 October, 2023
Are you confused about the usage of chatbots? There is no doubt that the usage of chatbots is increasing rapidly by businesses of all sizes to provide customer service, answer questions, and automate tasks.
The growing popularity of chatbots is due to some factors, including their ability to provide 24/7 customer support, their ability to handle multiple conversations simultaneously, and their cost-effectiveness.
In this blog post, we will discuss the 9 famous companies using chatbots and how they are getting benefits from it.
The examples of chatbots listed below show the breadth of this technology, from banking to retail to healthcare. Also, you’ll discover how customer loyalty and satisfaction are increased by supporting chatbots, all at a minimal cost.
Here are 9 famous companies that use chatbots, let’s go
Amazon uses chatbots for a variety of functions, especially in its e-commerce platform. The chatbot offers the following benefits and features:
Product Recommendations: Amazon’s chatbot analyses users’ browsing and purchasing history to provide personalized product recommendations. It suggests items that match users’ interests and buying patterns.
Order Tracking: Users can inquire about the status and location of their orders through the chatbot. It offers real-time information on the delivery process.
Customer Support: Amazon’s chatbot can handle common customer queries and issues, such as returns, refunds, and account-related problems. It offers solutions and can escalate complex issues to human customer support if necessary.
Product Information: Users can ask the chatbot for detailed information about products, including specifications, customer reviews, and pricing.
Account Management: The chatbot assists users in managing their Amazon accounts. This includes changing account settings, updating payment methods, and managing subscriptions.
Voice Shopping: For Amazon’s voice-activated devices like Echo, the chatbot can help users make purchases through voice commands.
24/7 Availability: Amazon’s chatbot is available around the clock, ensuring that customers can get assistance at any time, even outside regular customer support hours.
Scalability: Amazon handles millions of customer interactions daily. Chatbots are highly scalable and can manage a large volume of requests simultaneously, helping Amazon meet its massive customer demand efficiently.
Cost-Efficiency: Using chatbots for routine customer queries reduces the need for a large customer support team, thus saving on labor costs.
Personalization: The chatbot’s ability to offer personalized product recommendations enhances the shopping experience for users and encourages additional purchases.
Improved User Engagement: Chatbots engage users actively, guiding them through the shopping process and helping them find the products they are looking for.
Bank of America reported a 15% increase in customer satisfaction after the launch of Erica.
In 2020, Erica completed over 230 million requests, with 73% of those requests being completed through natural language inputs. Bank of America introduced “Erica,” a chatbot, to enhance the customer experience and provide various features and advantages:
Account Information: Erica can give customers real-time information about their account balances, transaction history, and recent activities.
Bill Payment Assistance: It assists customers in scheduling bill payments, setting up reminders, and helping them ensure that their financial commitments are met.
Budgeting and Spending Insights: Erica can analyze a customer’s spending patterns and offer budgeting tips and insights to help them manage their finances more effectively.
Fraud Alerts: Erica can notify customers about potential fraudulent activities on their accounts, enhancing security.
Transaction Categorisation: The chatbot categorizes transactions, helping customers better understand their spending habits and allowing for more efficient financial planning.
Account Transfers: Erica facilitates fund transfers between the customer’s Bank of America accounts and helps with setting up recurring transfers.
Credit Score Monitoring: It provides information about the customer’s credit score and offers advice on how to improve or maintain it.
Savings Goal Setting: Erica can assist in setting and tracking savings goals, helping customers save for specific financial objectives.
Convenience: Erica offers 24/7 support, enabling customers to access their account information and financial assistance at any time.
Efficiency: It streamlines routine banking tasks, reducing the need for customers to visit a physical branch or call customer support for basic queries.
Personalization: The chatbot tailors recommendations and advice based on each customer’s financial behavior, promoting better financial decisions.
Security: Erica can identify and alert customers to potential fraudulent activities, enhancing account security and fraud prevention.
Time Savings: Erica saves customers time by automating tasks like fund transfers and bill payments, enabling them to focus on other priorities.
Accessibility: Customers can use Erica on their mobile devices, making it accessible wherever they are, promoting convenience.
Bank of America’s chatbot “Erica” is an innovative way to enhance customer engagement and financial management, offering a range of benefits for users in the UK and other regions where it is available.
Following Domino’s, Pizza Hut introduced a top-notch chatbot that makes food ordering via Facebook Messenger a breeze.
This smart chatbot uses natural language processing (NLP) to grasp your order, offering real-time updates on your order’s progress. You can even keep an eye on your order and tweak it if needed.
Pizza Hut’s chatbot has contributed to 60% of its total order volume.
The chatbot has a 4.5-star rating on Facebook Messenger, with over 100K user interactions monthly.
Order Placement: Pizza Hut’s chatbot allows customers to place orders for their favorite pizzas, sides, and beverages. Users can specify their choices, customize their orders, and even select delivery or pickup options.
Menu Exploration: The chatbot can provide users with a detailed menu, including descriptions, prices, and available promotions. Customers can easily browse and explore the range of offerings.
Order Tracking: Customers can use the chatbot to check the status of their delivery orders, estimated delivery times, and the location of their pizza in real-time
Enhanced Customer Engagement: Interactive chatbots can engage customers more effectively and provide a memorable and enjoyable experience.
Convenience: Pizza Hut’s chatbot offers a convenient way to place orders without having to call or visit the website or app.
Personalization: Chatbots can offer personalized recommendations, ensuring that customers find pizza combinations they love.
To make your Uber experience even more convenient, uber has introduced a chatbot for booking rides on WhatsApp (Whatsapp Chatbot), the popular messaging app. You no longer need to install the Uber app. Uber will seamlessly join your chats and recommend rides and special offers, ensuring your journeys are simple and stress-free.
Ride Booking: Users can request rides, specify pick-up and drop-off locations, and choose vehicle types through the chatbot.
Fare Estimates: The chatbot provides fare estimates for rides, helping users plan their journeys and budget effectively.
Real-Time Updates: Users receive real-time updates on the driver’s location, estimated arrival time, and progress of the ride.
Driver Information: Users can access driver details, such as name, photo, and vehicle information, enhancing safety and security.
Ride Customisation: The chatbot allows riders to share their preferences and requirements, such as carpooling, accessibility needs, or extra stops.
Payments: Users can link their payment methods to the chatbot for seamless transactions and quick payments at the end of the ride.
Support and Assistance: The chatbot offers support for common issues, such as lost items, trip disputes, and account management, streamlining problem resolution.
Promotions and Discounts: Users receive notifications about promotional offers, discounts, and referral rewards, making rides more cost-effective.
Ease of Use: The chatbot simplifies the ride booking process, reducing the need for users to navigate a separate app or website.
Convenience: Users can request rides and access information directly within the messaging platform, saving time and effort.
Real-Time Communication: The chatbot keeps users informed about the ride’s progress, driver details, and estimated arrival times.
Personalization: Uber’s chatbot can remember user preferences, making future bookings even more tailored to their needs.
Cost-Efficiency: Users can easily access and apply promotions and discounts, making their rides more affordable.
Safety and Security: Users have access to driver information, helping them verify the legitimacy of their ride.
Accessibility: The chatbot can be used by a wide range of users, including those with different language preferences, as it can be available in multiple languages.
Uber’s chatbot enhances the user experience by making ride booking and management more efficient, convenient, and customized to individual preferences. This innovation has brought significant advantages to Uber users in the UK and around the world.
In 2019, MasterCard introduced KAI, a friendly chatbot designed to assist customers with their financial plans and money matters. KAI makes managing your finances feel like a friendly chat, offering customized financial tips tailored to your spending habits and financial objectives.
It’s also there to provide instant support for other Mastercard services, like activating your card or checking your balance.
KAI has an average engagement rate of 70%, which is fantastic by any standard.
Personalized Financial Advice: KAI analyses users’ spending patterns and financial goals to offer tailored financial advice. This helps users make informed decisions about their money management.
Real-Time Assistance: The chatbot provides real-time support for various Mastercard services, such as card activations and balance inquiries. Users can quickly resolve issues or perform essential actions.
Notifications: The chatbot can send alerts and notifications about account activity, helping users stay updated and secure.
Financial Empowerment: KAI empowers users to take control of their finances by offering personalized advice and insights.
Convenience: Users can access and manage their financial information and services through a familiar and conversational interface, making it more user-friendly.
Accessibility: The chatbot is available 24/7, allowing users to seek assistance and access information whenever they need it.
Enhanced Money Management: The chatbot’s insights and budgeting features promote better money management and financial responsibility.
Mastercard’s KAI chatbot is a valuable tool that simplifies financial planning, enhances user engagement, and promotes informed financial decision-making in the UK and worldwide.
H&M’s kik chatbot helps users with fashion advice and suggestions. It understands what users want and offers style tips just for them. You can find this chatbot on the Kik messenger app, which is used by over 15 million people each month.
Fashion Advice: The chatbot provided fashion advice to users. It could suggest outfit ideas, styles, and items that match the user’s preferences, helping them make informed fashion choices.
Product Recommendations: Based on user inputs and preferences, the chatbot recommended specific H&M products, including clothing, accessories, and footwear.
Store Locator: The chatbot could help users find nearby H&M stores, providing information on store locations, opening hours, and directions.
Style Inspiration: The chatbot offered style tips, trend updates, and inspiration to keep users informed about the latest fashion trends.
Enhanced Customer Engagement: The chatbot facilitated engagement with the H&M brand, keeping users connected and interested in H&M’s offerings.
Personalized Shopping Experience: The chatbot’s ability to provide fashion advice and product recommendations offered a highly personalized shopping experience, catering to the unique preferences and styles of each user.
Convenient Shopping: Users could access information about H&M’s products and stores directly within the Kik messaging app, making it convenient and hassle-free to shop or plan a visit to a physical store.
Efficient Store Location: Users looking for H&M stores could easily find the nearest locations, saving time and effort in locating a store.
In the healthcare industry, IBM has created and used chatbots to improve patient care, expedite administrative procedures, and deliver accurate and timely medical information.
The features and advantages of IBM’s chatbot solutions for the healthcare industry are as follows:
Patient Engagement: IBM’s healthcare chatbots can engage patients in various ways, such as appointment scheduling, medication reminders, and post-visit follow-ups. This fosters a more proactive approach to healthcare management.
Symptom Checker: Chatbots can assist users in assessing their symptoms and provide initial advice. They can help users determine whether they need to seek immediate medical attention or if self-care is sufficient.
Appointment Booking: Patients can use chatbots to schedule appointments, check availability, and receive appointment reminders, reducing the administrative burden on healthcare staff.
Medical Information Access: Chatbots can offer information on various medical conditions, treatment options, and medication details, making healthcare information more accessible to patients.
Improved Patient Access: Healthcare chatbots offer 24/7 availability, enabling patients to access information and services at their convenience, reducing the need for in-person or phone interactions.
Efficient Selection: Chatbots can assist in the Selection of patients by assessing the urgency of their symptoms. This ensures that critical cases are prioritized while relieving the burden on emergency services for non-urgent matters.
Self-Service Information: Patients can get accurate and reliable medical information without the need to search the internet, reducing the risk of misinformation.
Health Promotion: Chatbots can proactively engage patients with wellness advice, helping to prevent health issues and promote healthier lifestyles.
Cost Reduction: By automating routine tasks and offering assistance with self-care, healthcare chatbots can lead to cost savings in the healthcare system.
Spotify’s Facebook messenger bot facilitates music discovery, listening, and sharing for its users. You’ll receive playlist recommendations as soon as you sign up, depending on your activities, mood, and preferred musical genre.
Music Recommendations: Based on a user’s listening habits and tastes, chatbots may offer tailored music recommendations. These suggestions might be produced by AI systems that are aware of users’ musical preferences.
Playlist Creation: By selecting songs that fit a specific mood, activity, or genre, chatbots could help users save time and effort while generating playlists.
Customized Playlists: A chatbot might assist users in creating and updating customized playlists regularly, adjusting the music to suit their evolving preferences.
Improved User Experience: Chatbots can assist users in finding new songs they might like by personalizing and enhancing the user experience.
Increased User Engagement: Engaging chatbots can keep users on a platform longer more actively and contentedly.
Customer Support: Chatbots could be used by Spotify to efficiently handle common questions and issues from users.
One of the best examples of the advantages and potency of utilizing chatbots for marketing is the Wall Street Journal chatbot. By the provision of tailored content and the acquisition of consumer information, companies can enhance client experiences, augment engagement and contentment, and optimize their marketing endeavors.
News Updates: The Wall Street Journal’s chatbot can provide real-time news updates to subscribers. Users can receive breaking news, daily summaries, or news on specific topics of interest.
Personalized Content: The chatbot can use AI algorithms to recommend news articles and topics based on a user’s preferences, browsing history, and reading habits.
Topic-specific Updates: Users can subscribe to specific topics, companies, or industries and receive tailored news alerts related to their chosen interests.
Timely Updates: The chatbot provides real-time news alerts, ensuring users are up-to-date with the latest developments in the financial world.
Improved Engagement: Interactive features like interactive queries and personalized content recommendations encourage users to engage more with The Wall Street Journal’s content.
Accessibility: Chatbots are accessible 24/7, allowing users to get news updates at any time, including outside regular business hours.
The decision is clear chatbots are getting Truly popular. They’re one of the fastest-growing technologies worldwide! Many companies are now using chatbots because they see the benefits and improvements they can bring.
Stat #5: 1.4 billion people are using chatbots, and the top 5 chatbot-using countries are the United States, India, Germany, the United Kingdom, and Brazil. (source)
Looking ahead to the future, chatbot usage is projected to soar even higher.
Stat #6: By 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations. (source)
Stat #7: By 2024, insider intelligence predicts that global consumer retail spending via chatbots will reach $142 billion, up from $2.8 billion in 2019. (source)
This chatbot statistics is showing different types of sources for the future trends about the chatbot technology
Chatbots are becoming increasingly popular among businesses of all sizes. They can help businesses improve customer service, increase sales, and reduce costs. Chatbots can be used for a variety of purposes, such as taking orders, answering customer questions, and providing support.
These 9 examples showcase the versatility and effectiveness of chatbots in enhancing the customer experience. As technology continues to evolve, we can expect even more innovative applications of chatbots in customer engagement strategies
Sara Francis is a seasoned writer with extensive expertise in SaaS business dynamics. With 3 years of immersed experience in the industry, she aims to help businesses by providing valuable insights and practical advice.
Sara Francis is a seasoned writer with extensive expertise in SaaS business dynamics. With 3 years of immersed experience in the industry, she aims to help businesses by providing valuable insights and practical advice.
