Top 10 chatbot use cases for various industries in 2024

uncover top chatbot use cases driving innovation.



By : Sushree Sangeeta Behera

Last Updated: June 12, 2024

7 min read

Accepting technology becomes a natural choice when there’s a combination of need, capability, and opportunity. Chatbots, though still in their early stages, fit into a host of use cases across diverse industries. Starting from healthcare to finance and banking, they have automated some really daunting tasks.

What makes this technology more interesting to look at is that global government bodies have started showing trust and interest, as seen with the EMMA chatbot in the Department of Homeland Security, USA.

Additionally, in healthcare, powerful chatbots like Buoy and Ada have been deployed for revolutionary symptom checking and assessment. These examples merely scratch the surface of chatbots’ potential across different sectors. Shall we jump into a few more use cases?

1. Customer support

Businesses are revolutionizing customer interaction processes by enhancing availability through integrated chatbots. These AI-backed chatbots are evolving to understand customer needs and preferences, offering personalized support. They play a crucial role in managing customers, gathering feedback, and collecting data for self-improvement.

24/7 assistance

Chatbots provide round-the-clock assistance, regardless of time zones or business hours. They can handle a large volume of customers simultaneously, delivering instant answers to queries.

Live chat support

In terms of live chat support, Chatbots offer real-time assistance not only in providing product information but also in making recommendations based on customer preferences. They can also manage less successful interactions, guiding them toward a human agent for resolution.

Feedback collection

Chatbots excel at collecting feedback, whether after purchase or from existing customers, regarding service quality. They segment feedback and customers based on responses, analyze the data, and interpret feedback effectively.

2. Healthcare

Chatbots in the present healthcare system provide comfort to both doctors and patients. They make appointments for diagnosis more organized and almost automated, offering the perks of timely scheduling and flexibility in checkup timings. Let’s explore some new use cases.

Appointment scheduling

Patients can easily book, cancel, or reschedule appointments simply by conversing with the healthcare chatbot. This greatly eases the administrative load on healthcare staff and enhances the quality of customer interactions.

Symptom checking

Healthcare chatbots play a vital role in providing preliminary medical advice based on visible symptoms. The chatbot asks patients about their symptoms and, by surfing through the huge medical database using AI algorithms, determines the severity of the situation. This enables faster response to patients who are in urgent need of medical help.

Patient follow-up

The gentle reminders so that you don’t miss your appointment is another significant benefit of the healthcare chatbot. Plus, healthcare chatbots remind you to bring your prescription and test reports on time which is an added benefit.

3. Retail & Ecommerce

Retailers & Ecommerce businesses can benefit from chatbots to manage inventory and assist customers in the store. For large retail stores with extensive stocks and customer interactions, having a chatbot is a significant advantage.

Order management

Customers can use chatbots to place orders, track shipments, and process returns or exchanges directly through the chat interface. This simplifies the shopping process and enhances the customer experience by providing a convenient, one-stop solution for all order-related tasks.

Order tracking

Customers are always excited about their orders and like to check the status often. Chatbots make this process seamless by providing real-time order status and shipping details.

Product recommendations

Customers always have preferences, and chatbots need to identify these and suggest products accordingly. Chatbots can analyze their age, preferences, browsing history, and clicks to recommend products with a high chance of converting into a purchase.

5. HR and recruitment and internal communication

The use of chatbots in the HR and job industry is revolutionary. Receiving hundreds and thousands of job applications and screening them to find the best candidates is a daunting task. Chatbots assist HR teams in finding eligible candidates and training employees according to the company’s needs.

Employee onboarding

Chatbots can provide introductory information about the company, including basic guidelines and policies. Depending on the role of the candidate, chatbots can guide them through their job responsibilities and provide the necessary resources and documentation.

6. Sales and marketing

A chatbot is an incredible aid for sales and marketing, capable of interacting effectively with customers. This interaction not only fosters lead generation but also guides customers through the marketing funnel. Additionally, a chatbot can serve as valuable sales support and assist in managing marketing events.

Lead generation

When a visitor has a conversation with the chatbot on your website, it can process the information collected from the visitor to determine what the visitor needs. Thus, leads can be efficiently qualified by the chatbot and then passed on to your sales team

Sales support

Chatbot can play a commendable role in assisting your sales teams with product information, pricing, and availability. Since your sales teams are probably very busy people, a chatbot can help them to provide any information they need about a product to quickly deal with customer questions.

Event management

The schedule of your sales teams is especially hectic when they host an event. Chatbot efficiently solves this issue by managing registrations and providing answers to visitors regarding event-related information.

8. Finance, banking, and insurance

Chatbots serve as financial advisors, offering guidance to individuals seeking assistance with personal investments and financial education. They play a crucial role in the banking and insurance sectors, aiding in customer service and educating potential clients.

Account services and information

Chatbots can provide information related to your account, such as bank balances, transaction history, and account statements. They offer fast, real-time information, account alerts, service requests, and comprehensive account management.

Loan assistance

Individuals seeking loans can get complete information about eligibility, potential risks, and benefits. Chatbots can conduct eligibility checks, assist with loan applications, update customers on the status of their applications, and inform them about installment details.

9. Travel and hospitality

Traveling has become much more feasible with the growth of technology, and chatbots play a crucial role in assisting travelers. They can help with bookings and provide recommendations, enhancing your overall travel experience.

Booking services

There is a lot of confusion these days on how to book a hotel, flight, or rent a car. But this is where the chatbot comes to your aid. You can easily book a hotel, flight, or rent a car by simply asking the chatbot to do it for you by providing your preferences.

Travel recommendations

Chatbot is also great for providing recommendations to elevate your travel experience. It can suggest the best destinations you can visit during your journey, the route you can take, and things you can do based on your preferences.

Customer support

Isn’t it very hectic to go through lengthy travel policies while traveling? Chatbot can assist you in that as it can go through the travel policies and answer your queries. In addition, a chatbot can also keep track of your reservations and cancellations-related issues.

10. Government services

Chatbots play an important role in this modern-day governance. Chatbot can provide information about new schemes, updates, initiatives, and changes. They can also guide citizens through the right processes to avail themselves of government facilities.

Information access

The most noticeable loophole in governance is that citizens are mostly unaware of government services and initiatives. With chatbots, simple texts can be delivered to citizens, making them aware of government services, policies, and procedures.

Form submission

When it comes to form submissions for various government services, chatbots can be incredibly helpful. Instead of dealing with the tedium of filling out forms manually, you can input your details, and the chatbot takes care of the rest.

Summing up

The list of use cases for chatbots is growing longer every day, and it seems unlikely to stop anytime soon. This is not a claim out of thin air; according to Gartner, Inc., chatbots will become the primary customer service channel for almost 25% of organizations by 2027.

As the capabilities of chatbots improve over time, they will become a necessity rather than an option. So, have you checked the use cases of chatbots in your industry? When do you plan to try them?

Sushree Sangeeta Behera

Sushree is a blog & website content writer specializing in marketing, Ecommerce, automation, and blockchain technology. Her strength lies in making complex ideas easier to comprehend by providing practical examples and relatable stories.

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