As you can tell from the title, this post is the second part of a two-part exploration of use cases, or the identification of entity-specific requirements—in this case, for the construction and deployment of a chatbot for your business. Chatbots are enjoying a surge in popularity as of late, but the question for many businesses is, will the return on investment be worthwhile?
Furthering our examination into use cases of specific industries, we’ll now take a look at the realms of travel companies, financial services, and healthcare.
The travel industry is something of a wide net to cast, so in the interest of brevity, we’re going to specifically use the examples of airlines, which unfortunately are renowned for stories of poor customer experience, particularly in the arena of miscommunication.
In the above image, the left example shows a customer that wants to change their flight. Typically they would have to do so over the phone—which could possibly involve lengthy hold times, further delaying the necessity to quickly change travel plans—or online, which requires navigating an account or contacting a representative via email.
However, as you can see, a chatbot makes this process fast, efficient, and entirely text-based. Managing reservations—not only for flights, but also for hotels, excursions, and other modes of transportation—is an obvious use case for nearly any travel company, since it can alleviate the headaches generally associated with what should be a simple task.
Inspiration Drives Revenue
A popular use of chatbots is to deliver updates and bulletins to consumers en masse in a way that is both personalised and easy, which is precisely what the example on the right is showing. In this case, the bot is using a previous trip to inspire the customer to use the company’s services again. Note that the dialogue is in no way pushy or gimmicky; it is simply asking if the consumer would like more information based on the relevance of her past travels. In this way, chatbots can use inspiration to drive revenue, and though it is a good example for travel companies, it works equally well in other sectors.
The single most important aspects of customer experience in the financial services sector are privacy and security. Thanks to strides already taken with chatbots in this industry, modern platforms are safe, private, and secure—which is good news for any industry using bots.
Protection against Fraud
In both of the examples above, a financial service chatbot is helping a customer avoid a situation that potentially avoids fraud. In the case on the left, the customer is requesting assistance; in the case on the right, the chatbot has reached out due to unusual activity on an account. Both examples require a four-digit PIN to verify the user’s identity.
If escalation was required, the bot can easily and quickly route the user to a human representative for intervention and resolution—but if you recall from the first part of this post, up to eighty percent of nearly any industry’s customer inquiries tend to be repetitive, so the bot’s ability to handle most of these simpler tasks reduces stress on customer service agents.
Much like our example above with the travel industry, which used inspiration to drive revenue, chatbots can reach out to consumers regarding new offers, better options, and promotions. Bots can be programmed to either suggest new offerings at a specified time (for example, when a subscription or contract is about to expire) or to proactively open a dialogue.
Wire Money Transfer
In the past, transferring required visiting a bank or broker in person or calling over the phone. Today, a lot of transfer providers have shifted to be able to accommodate transfers online, and those that have utilised this approach can put a bot to work to make the process even easier and faster. In the above example on the right, we see a customer making a simple inquiry to send money overseas, and bot guiding them through the transfer, as easily as if the consumer were having a conversation with another person.
Healthcare is another industry in which privacy and security must be of the highest standard. Beyond that, the use case of a healthcare provider might be influenced by legislation (such as HIPAA compliance in the US), and patient confidentiality.
Traditionally, scheduling an appointment with a healthcare professional is not terribly difficult, but there’s still room for human error. Chatbots can be embedded with scheduling capabilities to make the process simpler, improve efficiency, and decrease the margin of error, as shown to the left in the examples above.
Paper invoices and so-called “snail mail” is already becoming a thing of the past as more people opt to pay bills online. Chatbots make this process even easier, using saved payment methods for faster processing. And with a bots’ ability to integrate rich media into the conversation, a record of the transaction can be stored in the cloud for users to reference anytime in the future.
Education and awareness are areas of healthcare that, unfortunately, fall somewhat flat using even newer technology. We previously mentioned chatbots’ ability to disseminate information quickly and in a way that feels personalised. For the healthcare provider, that means a bot can use rich media, such as photos and videos, to help educate patients—as in the example on the right above. This strategy increases value in a consumer’s eyes, and as a result, drives loyalty.
Deploying Bots in Business
Now that we’ve explored several industries and the use cases of each, we hope you can see the variety of uses and capabilities and how businesses can benefit from automation. Once you’ve established your own use case, the next question will be, how do I go about getting started?
The solution is simple. Here at Snatchbot, we want to make the process of building your own chatbot as easy, inexpensive, and user-friendly as possible. Our platform is private and secure enough for any industry, and subscription fees are as inexpensive as any you’ll find on the market today.
SnatchBot’s revolutionary approach blends the smartest ML (machine-learning) and AI (artificial intelligence) technologies with the peerless conversational design. We’ve created bots for some of the world's premier brands, including Interactive FX, Tata Computers Limited, Fabco Automotive Corporation, Veolia, and NEOPOST, to name a few.
For the business looking to use chatbots to drive marketing, SnatchBot has developed a striking new feature called the broadcast message function, which allows a bot to send marketing notifications to all users. Each time a user chats with your page via any channel—for example, Skype—they become a subscriber. With the broadcast message, you can essentially message thousands of subscribers at once to notify them of content updates, news, or anything else pertinent to your business.
There’s no doubt that businesses across a wide range of industries can benefit from automation. Contact us today for customer solutions and ideas on how you can improve customer communication with the help of bots.