{"id":36278,"date":"2022-02-22T05:35:24","date_gmt":"2022-02-22T05:35:24","guid":{"rendered":"https:\/\/www.proprofschat.com\/blog\/?p=36278"},"modified":"2026-01-22T10:27:01","modified_gmt":"2026-01-22T10:27:01","slug":"chatbot-use-cases","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/chatbot-use-cases\/","title":{"rendered":"Top 20 Chatbot Use Cases to Help You Build Delightful Experience"},"content":{"rendered":"\n

47% of users<\/em><\/a> are open to buying products via a chatbot, while 67% prefer using them to get faster responses and answers.<\/em><\/strong> <\/p>\n\n\n\n

Such numbers give a quick glimpse of what a chatbot is capable of doing for a business. But, chatbot use cases<\/strong> aren\u2019t limited to answering frequently asked questions. Now and then, you\u2019ll see chatbots performing several roles and taking care of multiple functionalities that\u2019ll help your business create a delightful experience<\/a> for prospects and existing customers.<\/p>\n\n\n\n

To help you understand how chatbots are used, we\u2019ve listed down 20 popular ways a business can use them. Here\u2019s a glance at the popular chatbot use cases.<\/p>\n\n\n\n

Before we dive into chatbot uses, let\u2019s understand the types of chatbots first.<\/p>\n\n\n\n

<\/span>6 Types of Chatbots You Should Know of<\/strong><\/span><\/h2>\n\n\n\n

Businesses come across multiple types of chatbots<\/a> that they can use on their website for various purposes. This section aims to cover some of the prominent types of chatbots that you should know of before getting a chatbot tool for your business, including chatbots designed for small businesses<\/a>.<\/p>\n\n\n\n

1. Context Enabled or Conversational Chatbots<\/strong><\/h3>\n\n\n\n

They function on machine learning and artificial intelligence technologies to create a conversational experience for every visitor they interact with. These chatbots end up learning from previous conversation experiences with customers. An excellent example of these chatbots has got to be Google Assistant<\/a> or Siri.<\/p>\n\n\n\n

2. Natural Language Processing (NLP) Chatbots<\/strong><\/h3>\n\n\n\n

These chatbots use artificial intelligence to understand the user intent during a conversation. With clarity of the context, NLP chatbots<\/a> use language parsing to create an answer for the customer. Such chatbots help your business build a personalized conversational flow that doesn\u2019t give the customer the impression that they are speaking to a bot.<\/p>\n\n\n\n

3. Social Messaging Chatbots<\/strong><\/h3>\n\n\n\n

You\u2019ll see these chatbots, not on a website but on social media or messaging channels like Facebook, WhatsApp, or even Telegram. They are basically integrated into these messaging platforms<\/a>. Businesses who wish to monitor incoming customer messages on messaging platforms like these can use such chatbots and answer queries hassle-free.<\/p>\n\n\n\n

4. Scripted Chatbots<\/strong><\/h3>\n\n\n\n

Knowledge of such chatbots is limited. That\u2019s because users have to feed the entire conversation flow with the help of the branching logic feature. You can create the whole conversation flow. To change the current flow, you will have to make changes manually. <\/p>\n\n\n\n

5. Service Chatbots<\/strong><\/h3>\n\n\n\n

Another type of chatbot that your business can gain benefits from is service chatbots<\/a>. These chatbots ask questions from visitors to understand their requirements and offer them suggestions based on the keywords identified during the chat.<\/p>\n\n\n\n

6. Voice-Enabled Chatbots<\/strong><\/h3>\n\n\n\n

These digital assistant chatbots work on voice recognition APIs along with text-to-speech platforms. They recognize your voice and help you find services or products online that match user needs. Alexa and Siri are some of the few yet popular examples of voice-enabled chatbots.<\/p>\n\n\n\n

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Recommended Read:<\/em><\/strong> A Complete Guide to Chatbots<\/a><\/em><\/p>\n\n\n\n

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Now that we\u2019ve identified different types of chatbots, let\u2019s look at how they can be implemented for your business.<\/p>\n\n\n\n

<\/span>20 Top Chatbot Use Cases to Look Out For<\/strong><\/span><\/h2>\n\n\n\n

In this section, we plan to explore some of the popular chatbot use cases to help you understand the functionality of this automation tool. <\/p>\n\n\n\n

Please note:<\/em><\/strong> You\u2019ll also see where each use case is more applicable and what type of chatbot would be suitable for each chatbot usage. Further, we\u2019ve divided chatbot use cases under support, marketing, and sales categories.<\/em><\/p>\n\n\n\n

<\/span>Chatbot Uses Cases for Support<\/strong><\/span><\/h2>\n\n\n\n

There are multiple areas in the support process where a chatbot can prove to be useful for a business. In this section, we will cover some of those common chatbot use cases in the support process.<\/p>\n\n\n\n

1. Answer Common Questions<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> Travel, eCommerce, B2B, B2C, Healthcare<\/a>, Automotive, & others.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> Scripted Chatbots<\/p>\n\n\n\n

One of the first chatbot use cases that need your attention is their capability of answering common questions. We know they are quick to respond, but if you\u2019ve designed an intelligent conversational flow with your scripted chatbots, then you\u2019ll answer common questions faster as well.<\/p>\n\n\n\n

Chatbots can answer common questions in two ways. They will either show common queries at the beginning of the conversation like this:<\/p>\n\n\n\n

\"proprofs<\/figure>\n\n\n\n

Or, the chatbot will show articles for frequently asked questions to help the customer find a solution faster as it does in the image below.<\/p>\n\n\n

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\"answer
Source<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n

However, your chatbot must have the ability to integrate with a knowledge base solution<\/a> so it can fetch the correct answers and reduce resolution time.<\/p>\n\n\n\n

2. Show Product Inventory<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> eCommerce, Travel, Entertainment, & Automobile.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> NLP Chatbots<\/p>\n\n\n\n

Some of the best chatbot apps also help their users show product availability to customers. This allows the customer to save time and complete their product purchase faster. For this to happen, you need to connect your inventory data to your NLP chatbots. This will help them identify the right products based on the keywords added by the customer during the chat. <\/p>\n\n\n\n

3. Process Return Requests<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> eCommerce and Entertainment.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> NLP Chatbots<\/p>\n\n\n\n

When a customer isn\u2019t satisfied with a product, they exchange or return it to your business. You may have a return request form, but customers often approach the support team if the form isn\u2019t visible to them. That\u2019s when you can switch your agent with a chatbot. <\/p>\n\n\n\n

Your chatbots can help your customers submit the return request and create a ticket that gives regular updates on the return process. This not only saves your agents some time but also allows them to focus on other pressing issues.<\/p>\n\n\n\n

4. Track Orders & Shipments<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> eCommerce and other B2C businesses.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> NLP Chatbots<\/p>\n\n\n\n

From offering order confirmations to tracking them in real-time, chatbots are capable of more than you think. They will help you understand how close your orders are to you or by what time they\u2019ll reach your doorstep.<\/p>\n\n\n\n

\"zalando's
Source<\/a><\/figcaption><\/figure>\n\n\n\n

As you can see, Zalando\u2019s<\/a> chatbot informs the customer about their order being shipped. It even allows tracking the shipment in real-time and provides access to complete order details like payment history and products purchased.<\/p>\n\n\n\n

5. Capture Customer Feedback<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> Applicable for all industries.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> Scripted Chatbots<\/p>\n\n\n

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\"capture
Source<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n

Another popular chatbot usage is its ability to capture customer feedback once a chat ends. They can ask open-ended questions or share a feedback form<\/a> in the chat widget. This helps you understand if the customers were happy with your chatbot\u2019s performance. <\/p>\n\n\n\n

Advice:<\/em><\/strong> In case the customers weren\u2019t happy with the service, make sure to give them the option to switch from chatbot to agents right away.<\/p>\n\n\n\n

6. Direct Visitors to the Right Product<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> eCommerce, B2B, Travel, and Automobile.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> Context-Enabled Chatbots<\/p>\n\n\n\n

Context-enabled chatbots can send visitors to the right product pages as well. After understanding what the visitor came looking for, your chatbot can share links to the right product pages to reduce visitor efforts.<\/p>\n\n\n\n

7. Schedule Callbacks for Onboarding<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> B2B, Travel, and Automobile.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> NLP Chatbots<\/p>\n\n\n\n

Did you know that chatbots are also capable of scheduling callbacks for your customer\u2019s onboarding process?<\/p>\n\n\n\n

If that\u2019s a use case you hear for the first time, then we\u2019re glad to be of help. Sometimes, customers like to switch to a human agent to clarify product onboarding or how it can help them. Sometimes, merely routing them to live chat agents is not enough. Your chatbot can show options for either chatting with an available operator or scheduling a callback where an agent would get back soon to the customer.<\/p>\n\n\n\n

8. Cancel Orders & Subscriptions<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> eCommerce and B2B.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> NLP Chatbots<\/p>\n\n\n

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\"cancel
Source<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n

Want to cancel your orders or discontinue your subscriptions? Chatbots can make that possible as well. As you can see in the image above, the food delivery platform has a chatbot in place that helps its customer cancel the order. That\u2019s not all. It even gives additional information on the refund process.<\/p>\n\n\n\n

9. Work as a Therapy Bot<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> Healthcare<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> NLP Chatbots<\/p>\n\n\n\n

You can also see chatbots working as therapists. One of the prominent examples of this use case is Wysa.<\/p>\n\n\n

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\"one
Source<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n

Wysa was created to help people speak to someone when they had anxiety or depression relapse. This chatbot helps people evaluate their reasons for being depressed and creates session rooms where people can talk about their problems openly. The chatbot recommends different meditation and relaxation techniques to help people overcome anxiety episodes based on the session.<\/p>\n\n\n\n

10. Route Chats to the Right Department<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> Every business.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> Context-Enabled Chatbots<\/p>\n\n\n\n

You can call this a benefit, but it\u2019s also a use case when it comes to chatbots. If they cannot answer a complex question, chatbots can route the chat to a relevant department <\/a>in seconds. This functionality also helps agents to learn more about the customers before they start the conversation.<\/p>\n\n\n\n

<\/span>Chatbot Use Cases for Marketing<\/strong><\/span><\/h2>\n\n\n\n

Chatbots use cases aren\u2019t just limited to the support process. They help you market your products on the website as well. That\u2019s why we\u2019ll cover some of the common chatbot use cases for the marketing process here.<\/p>\n\n\n\n

11. Show Product Recommendations<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> eCommerce, B2B, Automobile, & Travel.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> Service\/Action Chatbots<\/p>\n\n\n\n

You can increase your sales if your prospects or existing customers have access to the right recommendation. Thankfully, chatbots help you show product recommendations before and during an ongoing chat. Service chatbots have become popular among eCommerce business owners for this sole reason.<\/p>\n\n\n

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\"recommend
Source<\/a><\/figcaption><\/figure>\n<\/div>\n\n\n

These chatbots understand visitors\u2019 browsing behavior or ask questions at the beginning of the conversation to understand what they came looking for on the website. What\u2019s more, providing product recommendations help you identify upsell and cross-selling opportunities<\/a> as well.<\/p>\n\n\n\n

12. Update Customers About Upcoming Products<\/strong><\/h3>\n\n\n\n

Perfect for Industries:<\/em><\/strong> eCommerce, B2B, and Automobile.<\/p>\n\n\n\n

Type of Chatbot:<\/em><\/strong> Applicable for all types of chatbot<\/p>\n\n\n\n

You can also use chatbots to build awareness among visitors about your upcoming products. You can implement this in two ways.<\/p>\n\n\n\n