Chatbots are great at delivering excellent customer service.
Having your query clarified in real-time does wonders for your customer success and satisfaction scores. Chatbots have recorded some of the highest fulfillment rates with some of the lowest response times.
These pop-up windows you see on websites and changing the way we think of industries like customer support and lead generation. In this article, we will talk about the 10 best chatbot examples to improve customer service.
What Are Chatbots?
How Do Chatbots Work?
Top 10 best chatbot examples
Chatbots are pieces of software, usually powered to some degree by AI or ML, that replicates human conversation using text or speech. They usually communicate on behalf of a company and/or brand and are used as an alternative to human interaction like emails or calls.
Different Chatbots operate differently based on the systems upon which they’re built, much like cars would.
At their core, Chatbots work using NLP, NLU, and NLG (Natural Language Processing, Understanding, and Generation.)
Chatbots usually function using one of the following three methods.
Keyword Detection: The bot picks up on ‘keywords’ in messages and assigns each of them with an ‘intent’. If for example, you say, “I want to buy shoes”, the bot picks up the words “buy” and “shoes” and throws out an appropriate response.
Phrase Detection: In a predefined database, the bot will try to detect the phrase given to it with those contained in the system.
Context Detection: Context detection involves using previous messages to shape future responses. If you say, “Do you sell shoes?”, and follow up with, “Do you sell those in blue?”, the bot should be able to display blue shoes without following up.
Certain Chatbots are just better designed than others. They provide better support, in less time and with a quicker turnaround. The following are chatbots that are doing really well.
Here are some examples of chatbots that are doing really well today.
Top 10 best chatbot examples
MediAssist is a provider of corporate healthcare services. They’re employed by over 7000 different firms, some of whom include companies like Accenture and TCS who have over 400,000 employees each.
MediAssist provides each of these employees with a portal, along with their spouse, parents and/or children. The structure of this plan means that MediAssist could have certain corporate customers who over a 1,000,000 + MediAssist portals.
MediAssist has automated customer support for and service for these companies using a chatbot. What once required a 200+ member team manning emails and phones has been reduced to a live chat team of under 10% of its original strength. They’ve achieved this by maintaining an average CSAT score of 85%; equivalent of what they achieved with human reps.
Amy and Andrew are bots launched by x.ai, a company that specializes in planning and scheduling. Launched in 2014, they deal with a variety of arrangements, from investor meetings, presentations or happy hours with your team.
Amy and Andrew are great to use both professionally and personally. They’re like roombas, turn them on and they’ll go about their day independently ensuring that everything around you goes smoothly.
Over 3%-4% of all Credr’s leads generated come from a chatbot that they’ve used for a month.
The secondhand bike e-commerce marketplace used to see conversion rates of 3% from its webpage. While that number is above the industry average, 97% of unsatisfied customers implies bad customer service.
To change that, Credr bought on board a conversational engagement platform to held them improve conversion rates and qualify leads. The chatbot improved Credr’s channel conversion rate to 15%-20% in just a month. It also reduced turnaround time and improved customer satisfaction.
Hub Spot is an American developer of CRM and email marketing for small and medium businesses, and their audience is awfully wide. Therefore, to select or develop a product for a particular client, the company offered to fill out a huge form on its website with the description of the business. However, that didn’t succeed very well. Then, the company created a chatbot that simplified the questioning: clients are asked main questions in the form of short messages, so that they willingly answer them. Today, the format of the messenger is more popular and familiar than filling in the blanks. As a result, the accuracy of the questionnaire increased, and the company was able to offer more customized products to clients.
5. Robot Vera
One of the big names in HR bots, Vera can make a selection of 5 recruitment steps based on your predetermined requirements. Simply enter a short ticket and you can pull up how many active candidates are there on the largest job search sites. Vera can call candidates, recognize their speech and interview them. Vera can also send a job description to candidates by mail and conduct a video interview with them.
Nykaa is one of India’s largest e-commerce businesses. Nykaa engaged 99.7% of all its customers in under 1 minute using a Chatbot.
In just the first 30 days of using a Chatbot, approximately 1.6 million unique conversations for Nykaa. Over 90% of the customers who participated in these conversations rated the Verloop bot as highly favorable or excellent.
Prior to implementing a Chatbot, Nykaa customer service executives spent over 32,000 manhours a month answering and replying to support queries that have now been automated.
Since implementing a chatbot, Nykaa has been able to clear more customer queries, resulting in a greater post-purchase customer satisfaction and improved customer loyalty thereafter.
Replika is an AI chatbot that doubles up as your friend. Whether you’re feeling overwhelmed, anxious, or just need someone to talk to, Replika is here to help.
Lark’s main offering are lifestyle coaching, prevention program, and disease management. Solutions range from hypertension care to diabetes management/prevention and general wellness.
Lark provides its members with one-to-one support from their Personal Coach.
Lark has over 2 million customers who use its ‘Coach’. These are programs created by professors from Stanford, Harvard, and even an Olympic Coach.
Lark sends its members devices like wireless weight scales, a blood pressure monitor or FitBits depending on which program you enlist in.
9. Golden State Warriors
Golden State Warriors is an American basketball team that created a chat for its members. The team has created a chatbot that sends the current score to its members during the game and supports a videochat for people to watch the game with friends. Before the start of the game, a huge QR code is set, viewers can scan it, and then immediately start a conversation with the chatbot. Through the bot, it’s also possible to promote and sell tickets. In the first two months, the chatbot scored 40,000 users.
Expedia’s been ahead of the curve when it comes to tech advancement. From Alexa skills to Skype plugins, they’ve bucked the trend.
The Expedia bot is set up as a hotel search tool that takes in a location and date and finds users five different options.
The bot then links the user to the website, where they can complete their purchase.
When the booking is complete, you’ll get an updated message in your Messenger window with a link to your itinerary.
The bot will also expand into customer service over the next couple of months. Scott Crawford, Expedia’s VP of product management has said that they will, “start layering on additional functionality to meet [customer] needs.”
With a constantly changing technological environment, labor-intensive industries are going to undergo structural reform. Facets of business like marketing, sales and support will see conversational automation allow for better engagement and deeper company bonds with their customers.