How Companies are Using Chatbots

November 14, 2019
By Botpress Team

Twenty-four hours never seems like enough time to do everything we want to do. And when it comes to business, nothing could be more true. When you or your employees don’t have time to do everything on their own that means you need to delegate. Unfortunately, delegation means hiring more employees, which means spending more money – or does it? Many of your tasks can now be delegated to a chatbot, saving you time and money.

But exactly how are companies using Chatbots in the workplace to save time and money?

1)     Improving access to information

One of the biggest hits to productivity within a business is the amount of time that employees spend searching for information. Whether they are having technical difficulties, looking for customer information, or searching for product information, this all takes time. But with a chatbot, all of this information is stored in one place and can be pulled up within seconds. And when employees don’t have to troll for information, they can better spend their time doing other things.

2)     Customer Support

When customers need support one of the first places they will go to is online. But providing 24 hour online support isn’t cheap, and it requires a lot of employees. Chatbots, however, can help to reduce the number of employees you need for online support, while at the same time improving the speed at which support is offered. The right chatbot can be programmed to handle a variety of different requests and frequently asked questions, and can significantly reduce the amount of time your customers spend waiting for support.

3)     Virtual Assistance

When it comes to saving time, every little thing matters and a chatbot can help you to simplify a wide range of daily activities. Whether you need help scheduling meetings, booking rooms, or finding information, chatbots can act as your own virtual assistant that can help to facilitate daily tasks.

4)     The Recruitment Process

If you’ve ever worked in HR, you know that the recruitment process is very time consuming and involves a lot of repetitive tasks. But what if there was an assistant to help you with these tasks and that could leave you with more time for other, less repetitive tasks? With a chatbot, you can leave things like CV screening, background checking, and interview scheduling up to your virtual assistant. You can also use them to store company policies and training materials, making the onboarding process more efficient and productive.

5)     IT help

IT systems are essential to any business and can deeply impact the way a workday flows. Unfortunately, common problems like password resets and system maintenance checks can often get in the way of productivity for both your employees and your IT team. But with the help of a chatbot, simple questions can be answered immediately. This means that your staff doesn’t have to bug IT every time they forget their password, which leaves IT professionals more time to work on larger problems or requests.

Who’s Using Chatbots?

According to the experts at Business Insider, over 80% of enterprises are predicted to be using chatbots by 2020. But who’s already using them?

1)     Duolingo

If you’ve ever wanted to learn another language, Duolingo is the way to go. The app is based around the idea that the best way to learn a language is through natural conversation. The problem, according to co-founder Luis Von Ahn, is that most people are afraid to learn a new language for the fear of being judged in the process. And that was the reason they decided to use a chatbot for the learning process. Instead of talking to a real person on Duolingo, you’re talking to Artificial Intelligence. This allows you to learn the language, without the fear of being judged.

2)     Starbucks

In the competitive market of coffee shops, it’s no surprise that Starbucks took the lead on the Artificial Intelligence scale. All you have to do is download the MyBarista app, and you can then use chatbots like Alexa to order Starbucks directly from your own home. No more waiting in long lineups – just order, show up, and voila! – there is your fresh cup of coffee ready to go.

3)     Sephora

To date, over 4 million people have made use of Sephora’s chatbot and Virtual artist. Whether you want to try on your favorite celebrity’s lip color or make an appointment with one of their beauty experts, all you need is Sephora’s chatbot assistant to do so. According to digital senior vice president of Sephora, Mary Beth Laughton, this helps to provide a richer customer experience and helps to ensure that customers are getting exactly what they are looking for when buying at Sephora.

4)     H&M

H&M has found a very unique way to upsell their customers and make a profit off of their chatbot. By using their bot to give their customers quizzes, the bot works to learn about style preferences and can help to make recommendations for clothing based on each individual customer’s preferred styles. As a result, H&M provides their users with a “style assistant”, while at the same time promotes their products and prompts a sale.

In conclusion, there are many different ways that companies can use chatbots to benefit their business. Whether it be through boosting productivity, providing quicker customer service, or providing customers with engaging experiences, there are many different ways that a business can use a chatbot to benefit themselves.

And if you aren’t using a chatbot by 2020, chances are you’re in the minority 20% of businesses that aren’t.


Disclaimer: We encourage our blog authors to give their personal opinions.  The opinions expressed in this blog are therefore those of the authors. They do not necessarily reflect the opinions or views of Botpress as a company.