Conversational AI and chatbots have established themselves as effective communication channels for businesses over the past few years.
Chatbots, when used correctly, can mean huge benefits for businesses in communicating with their customers, suppliers, and employees. In addition to major cost savings, which are estimated to reach up to $11 billion annually by 2023 for the retail, financial, and healthcare markets, many exciting use cases are possible.
Now is the time for businesses to figure out how to use chatbots creatively and effectively to improve their communications and customer experience.
Therefore we present some selected chatbot use cases of our customers in this article mainly from the energy and tourism industries, but also from finance, e-commerce, and real estate. Please note that the selected chatbots are in German, but you can learn more about them in the English description.
What are the best chatbot use cases in the energy industry?
When implementing chatbots for energy providers, the mapping of a number of specific processes such as registering and deregistering customers, changing tariffs, meter readings, retrieving electronic invoices, or performing a fault clearance plays an important role.
The best Onlim chatbot use cases from the energy industry cover exactly these processes and provide great support for service team members.
Let’s take a closer look at the use cases.
The chatbot BotTina has been supporting Wien Energie employees and customers via Facebook Messenger and on the website of Austria’s largest energy supplier for several years now. BotTina answers customer queries on topics such as moving, registering or deregistering, invoices, tariffs, as well as electricity/natural gas and heating troubles.
BotTina was implemented in 2017 as the first chatbot in the energy sector in the German-speaking region and has since been answering over 50,000 queries per year.
Mona Netz, the digital assistant of Wiener Netze, answers questions about various services, such as meter readings, smart meters, or disturbances in your electricity, gas, or district heating supply.
With Mona Netz, Wiener Netze provides a best practice example for the creation and implementation of a digital persona. In fact, Mona Netz was invented in 2016 as a tech-savvy cartoon character. Her job is to get girls excited about technology and to teach children about electricity, gas and district heating in a playful way. Since 2018, she even exists as a real person and now also as a digital assistant.
This bot is slightly different from the previous ones. It is a telephone voice bot that was implemented together with our partner trurnit for the Braunschweig-based BS Netz to collect gas meter readings.
Customers can easily transmit their meter readings by phone to the bot, which transfers the data to BS Netz’s SAP system via a connected database. According to BS Netz, customers are happy with the service, especially as it is available outside business hours. At peak times, more than 300 customers have transmitted their meter readings via the voice bot per day.
Chatbots are also very popular in tourism. From hotel chatbots, to chatbots for mountain and cable cars, tourism regions, and travel agencies, the digital helpers support employees and provide quick assistance for guests and prospective customers.
In addition to typical queries such as “What accommodations are available in the area?”, “What’s the weather like this weekend?”, “How long is the sauna open?” or “Is it possible to arrive by bus?”, more complex queries are particularly interesting. For example, “I’m looking for a room for 2 people at Lake Wörthersee for 3 days next weekend and I’m bringing my dog.” Such queries can be implemented by using our Knowledge Graph technology.
Let’s take a closer look at some chatbot use cases for tourism now.
When you visit the website of the German island of Norderney, a cheerful chatbot waves at you. In her friendly manner, Leevke answers all your questions about the island.
Whether you’re visiting the island as a day-tripper or for a longer stay, Leevke will help you plan your vacation and advise you on typical questions about arrival and departure, accommodation options, activities and much more.
The Neusiedler See Chatbot supports his colleagues at Neusiedler See Tourismus GmbH. It answers questions about staying at Lake Neusiedl, how to get there, the Neusiedler See Card, or about accommodations, events, and activities in the various regions.
Franz and Resi, the two digital guides for the region Oberstdorf Kleinwalsertal answer all questions about hiking and winter sports. This includes information about prices, status information, weather information, but also about gastronomy.
Particularly entertaining is also the way Franz and Resi answer questions together like a well-rehearsed team.
The chatbot assistant of the nature resort Puradies in Salzburg provides information on various topics related to the 4-star superior resort. It answers all questions about staying at the hotel such as PURADIES services, arrival, check-in/out, chalets, amenities, location, weather, and much more.
How are chatbots being used in finance and insurance?
Financial service providers such as stock exchanges, banks, building societies or insurance companies also benefit from chatbots to optimize their daily customer service, their business processes and their customer experience.
With a customer-centric approach, there is particular potential in customer service and support for online banking, card loss, account opening, making appointments and more.
Let’s have a look at our two selected chatbot use cases in finance.
Hypo Tirol Bank
Michl, the chatbot of Hypo Tirol Bank, covers exactly these typical topics of a financial chatbot. Customers can ask him about online banking, card loss, opening accounts, branch searches, and more.
As another use case, we have chosen the chatbot of VBV Vorsorgekasse. What makes this chatbot particularly charming is his creative persona. The chatbot presents itself as “Alex Apfel”. It answers questions about employee pension plans, severance entitlements and mergers, payouts, and more.
E-commerce is made for automated communication via conversational AI. With the help of chatbots, you can link online customer touchpoints and thus increase customer experience and customer loyalty.
E-Commerce chatbots can reliably accompany customers and prospects along the entire customer journey. From the first visit to the online store to checkout, shipping, and all further customer touchpoints.
You can also connect all relevant components of an integrated e-commerce solution to a chatbot. For example for product search, recommendations, offers, and promotions. This way, you establish a chatbot whose knowledge goes far beyond answering FAQs.
Hesse-Lignal’s FANTASTIC bot helps users search for products, find retailers, and more.
What makes this B2B service chatbot stand out, in particular, is the integrated product finder. This allows you to query various product information. You can for example retrieve the Technical Information, Material Safety Data Sheet, or a product description of thousands of products directly in the chatbot.
If the chatbot can’t help you, all you have to do is type “I want to speak to an employee”.
The Netto online chatbot also offers a good use case for the use of chatbots in e-commerce. It is currently available to visitors of the Netto online store on the contact page and answers questions about their product line, delivery, and ordering. In addition, it helps to find stores as well as current offers.
As you can already see, chatbots can be used in various industries and for numerous use cases. There are no limits to your creativity. The only important thing is to define a concrete and meaningful use case. It should contribute to your overall strategy and offer added value to employees and customers.
Last but not least, a use case for a more serious topic. Bestattung Wien uses a service chatbot to provide customers with further information about necessary steps in case of death, different funeral methods and procedures, administrative procedures, funeral services and much more.
We hope you found these chatbot use cases from different industries useful. If you have any questions about chatbots and conversational AI for your business, our experts are happy to help.