Importance of Chatbots in Enhancing Customer Experience

Chatbots are typical software programs which communicate with human users through voice, text, virtual reality and by other means of communication. Today chatbots combine with Artificial Intelligence for better accuracy. This is driving a new wave of customer engagement for businesses.

Prominent examples of chatbot include Google Now, Cortana, Siri etc. Many businesses that are based on customer services consider AI as a tool that could help their companies to improve customer service.

Chatbots are instantaneous, data-driven response engines that converse in natural language with context consciousness. Powered by AI, chatbot mimic human conversation to convey an extremely personalized customer experience.

Here are some of the major industries in which Chatbots are used to offer a personalized customer experience for the customers.

Chatbots in Restaurant and Retail Industry:

Renowned restaurant chains like Burger King and Taco bell have introduced Chatbot to stay ahead of competitors and to engage customers with their brands. Customers can order food from chatbot using the menu options. Customers can select their pickup location, pay online, and also get informed when they can head over to grab their food.

By using a chatbot, restaurants can reduce the work of staff and also improve the user experience for the customers.

Chatbots in Hospitality and Travel Industry:

Chatbots serve as the best solution for most problems related to efficiency, labor costs, and to streamline the production processes across the system. Instant delivery of precise information to customers is the crucial factor in running a successful online Travel and Hospitality Business.

Chatbot helps them in a number of ways like time management, guest services and cost reduction. The best part of chatbots is that they are cost effective and quicker than their human counterparts.

Chatbot enables hotel staffs to concentrate more on time-sensitive and critical tasks.

Chatbots in Healthcare Industry:

Chatbots are far more superior to Standalone apps when it comes to patient engagement. Chatbots like Amazon’s Alexa, icliniq are transforming the customer engagement in Healthcare Industry. Using these, customers can raise health related queries and get instant responses. The neutral nature of the chatbot is an advantage in certain circumstances, where an actual Physician is not required.

Apart from the above-mentioned benefits, Chatbots also ease the access to healthcare services. It is a great example of the success of Chatbots in the Service Industry.

Chatbot helps the healthcare company serve their customers with more personalized services.

Chatbots in Finance Industry:

Chatbots are already used in the Finance Industry to assist the customers as Financial Advisors, Cost-Saving Bots, Investment Bots, Tax bots, etc. Banks and Fintech have plenty of opportunities in customizing chatbot to reduce their costs as well as human errors.

Chatbots are used for helping customers in managing multiple bank accounts, directly checking their bank balance and expenditures on specific things.

Several companies across the world are building chatbots on popular messaging applications like Facebook Messenger, Slack, etc. as well as on their own apps and websites.

Chatbots are becoming more and more common in various industries. Companies are trying to build their own chatbots that are tailor-made to reduce their work and help their customers better.

If you are looking at building a custom chatbot for your organization, help your customers better, write to us at and we are happy to help.

Originally published at on January 11, 2017.

Like what you read? Give TVS Next a round of applause.

From a quick cheer to a standing ovation, clap to show how much you enjoyed this story.