Chatbots have a lot of potential and many use cases in across various industries. Recurring questions in particular, which only require a simple solution, are ideal for automation. Typical ways to use a bot include service support with customer inquiries in customer service or even in marketing. Regardless of whether in e-commerce (e.g. for questions about invoices), the energy industry (e.g. for questions about the meter reading or the rate) or at a manufacturing company (e.g. in the case of a B2B request from another company) — automating customer communication processes using innovative technology, i.e. through a bot, is always worthwhile.
The benefits include taking the customer experience to a new level: Quick answers 24/7 a day. On the other hand, a chatbot provides relief for employees. As a result of the fact that a large part of customer inquiries is processed by the bot, employees are relieved and can thus offer support to customers who have very complex or emotional concerns (such concerns are better resolved by a person than by a machine). At the same time, conversational AI, as chatbots are also known, not only offers users quick answers, but also a frequently new and positively surprising customer experience. Communicating with companies via chat is particularly popular among younger people.
Chatbots can also be integrated into existing business systems. Thanks to APIs, interfaces and webhooks, the moinAI chatbot offers many options to integrate with the existing system landscape in order to automatically forward data and information to your tools and systems.
Popular use cases for chatbots:
The use of chatbots in the energy sector is becoming increasingly popular.
At the start of the corona crisis, energy supplier TEAG decided to automate recurring processes in customer communication. These include in particular questions about the meter reading, the meter number or in general about electricity, the power grid or bills. In just a few weeks, TEAG implemented the chatbot in its own customer communication.
In addition to the case study, they can also learn how the energy industry/energy sector benefits from digital assistants in customer communication in a webinar with TEAG and moinAI.
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