Chatbot uses and roles

Details about how chatbots are used and the roles they can perform.

Roles for your Bot

We build chatbots to fulfil or help to support specific roles in your business. Remember that a bot is also flexible and can learn many jobs, but here are a couple of obvious ones.

Customer Service Bot

Over half of customers now expect and want a chatbot as part of the customer service experience. Make that switch for your customers, it is easy with a simple entry point bot you can really make a difference.

Deliver a remarkable experience from order tracking to all those FAQ questions that your team get asked all the time, a bot can do this. Self-service is also a great addition and your customers are now happy to do this with a chatbot, saving your valuable team resources for where it matters.

Sales Agent

Never miss another sale by getting your bot to present your offer at any time that suits them.

Personalising the experience and progressing leads or purchases so that you can sell more because you make it easy.

Talk to us now about our new physical world initiative, linking your real-world store to the chatbot, so that it can give your customer support in your stores at scale of course!

HR Bot

If you can release your HR team from the mundane and repetitive processes, they can concentrate on what they do best.

If you have an onboarding process then a chatbot can go through that process for you and guide your new team member through a friendly process, handing all the information over to you when finished.

Submit timesheets, CVs, holiday requests, sick reporting and update your central HR system or pump out data. It is up to you.

Marketing Bot

Excite your audience with personalised campaign from segmented data that is captured and personalised based on the user activity.

Reach out with content through the bot via social media like Facebook Messenger, delivered as a push notification, these are powerful and have incredibly high open rates and conversation statistics.

Get the bot to be your automatic marketer.

Automated customer service bot
Sales automated agent
marketing bot
HR chatbot
Chatbots are engaging and scalable for any sector.

Audience Engagement

With a truly engaging platform and content when and where the customer wants it…..….You start to build, engage and convert that into revenue and simply a more efficient customer experience and service to your audience.

Building

Building your audience is important to any business or organisation. This is not something that is normally attributed to chatbots, but they can help with this.

  • Broadcast your message
  • Create brand loyalty
  • Lead generator
  • Instant enquiry response
  • Customer details captured

Engagement

Increasing engagement is increasingly more important as we all become digital natives and those that are not need the time from your team.

  • 24 hour customer service
  • Around 70% enquiries handled
  • Digital shop assistant
  • Fun engaging and easy to use
  • Excellent customer service experience

converting

Being in touch with your customer requests is very important and converting them is about experience and knowledge. So here a chatbot can be vital.

  • Convert customers effectively
  • Saves on staff time
  • Inform future campaigns
  • Full analytics dashboard
  • Monetise your social following

Savings calculator

The important question here is how much can you save the business by employing a chatbot in your team.

Marvin, can provide you with a quick calculation to work out how much you could save on incoming enquiries alone.

If you have been talking to Marvin already, you can pick up your conversation or Ask him for the "savings calculator" and he will start you off.

Sector Use Cases for CHatBots

Marketing

For travel and tourism the challenge is to stand out from the crowd and having an interactive bot could be the way to go.

  • What to see around about
  • Services or Experience details
  • Engagement of any characters of interest
  • Time and Date Booking information

Sales

Obviously the sales process would include a whole range of use cases

  • Conversational Ticket selling
  • Payment
  • Ticket presentation
  • Closing the sale
  • Full information about the experience from the conversation.

After Sales

Once the sales are made then again the support of your customer can be assisted:

  • Event calendar
  • Upselling
  • Preview of experience
  • Directions and timings
  • Even travel information or weather information

Loyalty & Support

Keeping those customer loyal to your experience is important and with timely comms it can be achieved

  • Queries about the visit
  • Engagement about the experience post visit
  • Simple support like lost and found
  • Details of 12 month membership benefits

Marketing

Automation within eCommerce is huge and introducing friendly automation that is integrated is powerful:

  • Suggested product - like a personal shopper
  • Discount and promotions in social networks
  • Testimonials
  • Easy product finding

Sales

The sales process for ecommerce is not longer confined to the site - you can buy via chatbot even if you are in Facebook.

  • Product comparisons based on AI logic
  • Order processing
  • Easy payments
  • Close the sale with information relevant

After Sales

Post sale there are always many opportunities to build more value into the customer and this is an effective space for a bot.

  • Direct Upselling
  • Cross selling recommendations
  • Capture customer reviews
  • Updates on new seasons

Loyalty & Support

With a loyalty and support task, the chatbot can fill a number of roles to be effective and versatile:

  • Answer Queries in general
  • Self service account
  • Delivery updates
  • Manage complaints

Marketing

Food and hospitality is very reactive to location and experience type, so examples are:

  • Location once integrated into social apps
  • Details of menu or availability
  • Promotions and discounts
  • Current waiting times

Sales

Booking are the driving force of this business sector and a chatbot can bring that together in a friendly format.

  • Conversational table or accom bookings
  • Helping to close the booking
  • Easy payment
  • Pre booking details

After Sales

For any hospitality business the repeat business is important and this is the stage to engage that:

  • Repeat booking conversations
  • Events or discount updates
  • Latest service updates
  • Seasonal promotion

Loyalty & Support

Getting the loyalty and support right is always important and as a follow on from the aftersales you could:

  • Support queries
  • Manage complaints
  • Run loyalty schemes
  • Account management

Marketing

For business services the marketing uses can include any of the following;

  • Advice on products
  • What People Say
  • Lead Generation
  • Qualification of a lead

Sales

For business services you can then use a bot for a sales process to:

  • Nurture the relationship
  • Set follow ups or meetings
  • Support the closing of a sale

After Sales

A useful addition to the business is the after sales support that you can get including:

  • Updates on products
  • Added value services
  • Renewals of service
  • Reporting

Loyalty & Support

The loyalty side of any business model is paramount and chatbots can assist with this

  • Supporting queries
  • Self service support
  • Knowledge base internal and external

Marketing

Insurance has wide uses from a marketing perspective, some of these may include:

  • Advice on product types
  • Customer feedback
  • Checking eligibility
  • Characterisation of mascots

Sales

The sales process is one of that largest areas that insurance can take advantage of chatbots:

  • Conversational quoting
  • Comparisons with reviews
  • Queries during the sales process
  • Full policy transactions

After Sales

After sales are an important and sometimes under supported part of the insurance industry:

  • Self service claims
  • Cross sell to other products
  • Policy queries
  • Self service claims

Loyalty & Support

Keeping the customer with 24/7 support from anywhere is more cost effective that get new policies.

  • Customer service queries
  • Social queries
  • Customer knowledge base
  • Vendor self service (eg. vets)

Marketing

Marketing of your charity is a big area and is increasingly expensive when most of the conversations need to be manned.:

  • Virtual advisor on activity
  • Linked in with case studies
  • Characterisation of mascots to attract younger audiences

Sales

During the subscription cycle or donation space there are a number of options to use a chatbot

  • Conversational donations
  • Queries along the process
  • Confirm the payments and schedule
  • Capture data for opt in

After Sales

After sales is an important part of the charity process as there needs to be constant engagement where possible:

  • Updates on activity
  • Cross sell to other activity
  • Engagement across all social platforms with same bot

Loyalty & Support

Making it easy to engage and find out where someone money has gone and to provide a better awareness of their contribution:

  • Continual knowledge base
  • Self service of account
  • Character engagement
  • Reporting and performance

Try Them Out - Simple Demos

Travel DemoRetail DemoInsurance Demo

Some Sample case studies

some interesting FACTS

40%

of queries handled via a chatbot*
Now the
No. 1 method of contact
.
*actual client data

2.6p

is the average cost of a conversation for one of our restaurant clients.
*actual client data

14m

responses delivered so far for our busiest chatbot to date.

*actual client data

200%

growth in interest already seen YOY for smart chatbots going into 2022.

*leads into DW

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