Chatbots are making serious waves in the marketing scene.
And if you’re business hasn’t at least thought about what a chatbot could do for you – don’t worry: I’ve got you covered.
In this post, I’m breaking down how multiple industries can benefit from Chatbots, as well as providing some examples and templates for you to follow.
Even if you haven’t built your own chatbot yet, you’ve almost definitely dealt with one before.
Whether it was via Facebook Messenger or on a brand’s website, chatbots are quickly becoming the new norm when it comes to customer service and interaction.
Part of that is due to the prevalence of AI – anyone else noticed that it’s everywhere these days?
New advances in AI mean that automated tasks – like, say, customer service – is more available than ever.
And customers like that.
They like how easy it is to click on a box and have a natural conversation via the internet. They don’t have to send an email and wait for a reply or – gasp – make a dreaded phone call.
Instead, they can get help instantaneously. And because many of these bots are powered by AI, they’re constantly learning from conversations they have with customers.
Which means they’re getting smarter each time they interact, and can essentially perform all the tasks and answer all the questions that an actual human could.
And due to advances like Google’s Natural Language API, it doesn’t even feel like you’re talking to a bot.
It also doesn’t hurt that because they’re bots, they’re available 24/7. In fact, in a recent survey, 64% of respondents said “24-hour service” is a benefit of chatbots.
Another cool thing about chatbots? They have a universal appeal.
That same survey found that chatbots are equally popular among millennials and baby boomers.
So if you’re thinking you can avoid the chatbot craze because you cater to an older clientele, think again.
But many brands are still unsure about how a Chatbot fits into their strategy.
So I’m breaking it down by industry, with chatbot examples to show you just what these things are capable of.
I’ll also cover the basic elements each industry needs to get started with their first chatbots.
Chatbot Examples: Travel & Hospitality
We already know that AI is gonna be a game-changer for hospitality.
Because it’s an industry with such a tight focus on customer service, it only makes sense that the two go hand in hand.
Chatbots can help simplify booking and travel arrangements, provide real-time concierge-like services to guests, and troubleshoot any issues regarding directions, documents, and trip organization.
It also helps that easy accessibility to chatbots is a huge convenience to travelers on the go.
Of course, hospitality is a broad industry, encompassing from travel to restaurants. But chatbots are excelling at all of them.
Here are a few Chatbot examples in the hospitality industry to get you started:
As far as hotels go, no one can compare to Marriot when it comes to Chatbot examples.
Their boutique brand Aloft Hotels recently introduced the ChatBotler, available to guests through text message. Using it, guests can request basic hotel services, essentially acting as an in-phone concierge.
Hotel guests cant text to request services, information about the hotel, listen to the brand’s playlist and connect with the front desk team during their stay, even when the guest is not on hotel property.
And it’s working: early studies show that 2 out of 3 Aloft guests are interacting with the ChatBotler.
Outside of that, Marriott Rewards members can interact with bots on Facebook Messenger and Slack, and research and book travel at more than 4,700 hotels.
Key Takeaways: When it comes to hotels, Chatbots are all about guest services. Whether it’s checking in and out or services and travel recommendations throughout a stay, hotels should be for ways to leverage Chatbots as an addition to typical front desk and concierge services.
Hotel Chatbot Templates:
Not every hotel is a Marriot chain, but each should offer the following basic services:
- Room availability
- Guest Resevations
- Connect to front desk agent or concierge from room
Travel: CheapFlights – Chatbot Example
If you’ve ever booked travel through a larger aggregator site like Expedia or SkyScanner, you know the drill.
Enter in your dates and shift through various options. Pretty easy, all things considered.
But chatbots can make that process even easier.
Take a look at this scenario by Cheapflights:
You tell it your parameters and your price range, and it will return the best option. No need to look through results.
So naturally, booking is a must in any travel bot.
But Cheapflights takes it up a notch – and were way ahead of the game.
Cheapflights Chat was the first Facebook Messenger chatbot for flight and hotel search, and the company launched it with the goals of underlining Cheapflights’ commitment to innovation and creating products users love, and support the brand’s purpose “Smart search. Made simple.”
To do that, they put emphasis on natural, conversational language by including an “Inspire Me” feature and engaging responses to things like “I want to go to the moon”, “Are you real?” and “I love you”.
To drum up engagement, they launched the bot with a competition-led social media campaign.
Key Takeaways: Bring your brand’s strengths to your chatbot.
If you’re known for a fun-loving, engaging brand voice, that better translate to your bot. And if convenience is your priority – as it often is in the travel industry – then run plenty of tests to make sure your bot is hassle-free.
Also, look for ways you can rise above the norm.
All travel brands will offer easy booking, so think about ways you can enhance the experience like Cheapflights does with its “Inspire me” feature.
Travel Chatbot Templates:
All travel chatbots should try to reach the following functionality:
- Available times and dates on location command (fly to NY from San Diego)
- Sort by price and time
- Book through the app or take user to booking site
Restaurant Chatbot Example: Dominos
Dominos prides itself on being the king of convenience, and it brings that title through to its chatbot, “Dom.”
It began with the legendary pizza emoji text, allowing users with a Domino’s profile and saved pizza preferences to simply send the emoji or the word PIZZA to their bot, and they’d get a pizza delivered to their door.
Then, in 2017, it introduced its full menu to the bot, so users can customize their orders as they like.
And now, it’s even enabling Dom to take phone orders.
Using AI-powered voice-recognition system, it can take telephone calls and even answer questions when customers call to check on the status of their order.
Domino’s Chief Digital Officer says this new Dom ability is “freeing up our store team members to focus on preparing orders and serving customers already in the lobby.”
It’s not surprising that Dominos is one of the first to integrate this tech; after all, Dom was the pioneer in the pizza and takeout industry.
Key Takeaways: Get ahead of the game.
Don’t be afraid to integrate and experiment with new technologies – no matter what your industry.
The best and longest lasting companies are those that stay ahead of the curve and are ready to offer new technology and solutions before consumers even realize they need them.
Restaurant Chatbot Templates:
Make sure your chatbot can:
- Make reservations
- Take delivery orders
- Take users to the full menu
Chatbot Examples: Retail Industry
Remember shopping assistants? Those lovely people around to cater to your every whim, find your size and provide on-point suggestions?
You don’t see too many of them these days.
Especially given the rise of online shopping, the retail experience is moving towards digital.
But retail, much like hospitality, is still an industry geared towards customer service.
So even if people don’t want to physically shop or speak to people, they still want aid when finding the right section, size, or style.
And that’s exactly where Chatbots come in.
Companies that use them can provide the same kind of tailored experience by helping customers find what they need, cross-sell purchases, and provide ideas and inspiration.
And, while it may seem that Chatbots are more beneficial to e-commerce companies, even brick-and-mortar businesses are finding Chatbots useful.
Chatbots, obviously, can be used most easily on websites and Facebook Messenger, and most physical stores do have an online presence these days.
But beyond that, brands can note from mobile bots like Mall of America’s Pepper.
Pepper can give customers directions, answer inquiries on deals, gift recommendations, etc. recommend the malls top brands and gift items, etc.
Now, obviously this is a bit advanced, but its a great example of what a bot can do for a mall or big-box store.
Most retailers, however, will be closer to this examples.
Sephora Retail Chatbot Example
Makeups resident retail giant Sephora is a great example of what a Chatbot can do for you.
Available on Kik and Facebook Messenger, Sephora built a bot that not only helps customers shop and purchase products, but provides inspiration and help.
Like most bots, it provides a one-to-one chat interface, as well as makeup tips, video clips, and makeup tutorials.
Then, the bot can help users find any products used in that tutorial and suggest top-rated products in any category.
If users are in-store, they can type in any product and instantly pull the product page and reviews (and even make purchases directly in the app).
The coolest part? Sephora can personalize the experience.
When launched, the app asks you to take a short quiz so it can better personalize product recommendations, etc.
Key Takeaways: Pay attention to what your customers need.
It’s not always as simple as finding the right size or store location. Instead, try thinking of the customer questions you receive the most, and how you can build answers into your Chatbot experience.
Retail Chatbot Templates:
As for retail, a chatbot should offer the following basic capabilities:
- Find available size, color, and pricing information
- Order online functionality
- Have a store or item locator
Chatbot Examples: Finance
The finance industry may not scream Chatbot star to you, but the two actually play very well together.
That’s because for many, the world of finance is complex.
When it comes to balancing finances, managing bills, or even figuring banks services, it can be a struggle to find the best solutions to your needs or navigate a numbers-and policy-heavy website.
It’s an industry that isn’t necessarily geared towards customer service but could definitely benefit from it.
No surprise here: this is where chatbots come in.
You’ve seen app incarnations like Mint and Simple pop up to help people keep their finances on track, and those are exactly the kind of services that translate well to bots.
But banks themselves can benefit themselves and their customers by implementing chatbot technology.
Chatbots can reduce wait times for solving issues with accounts and transactions, provide information on a bank’s services customers should be using, and can be used to help them plan long-term goals like buying a house or setting up a college fund.
The issue with banks and bots is that banks with very sensitive, and consumers are often hesitant to share that information.
But your bot doesn’t have to be a full-service bank; and in this case, it’s encouraged that you start small.
Take Bank of America, for example.
Bank of America Finance Chatbot Example
Bank of America only recently began to roll out their newest addition to the team: Erica, their resident Chatbot.
And in just 3 months, Erica’s already racked up 1 million users.
It started with a small rollout in Rhode Island, before expanding to eight more states the next month and becoming available to all users in June.
Reportedly, users most for looking up transactions (users can search for specific transactions in the bot).
But the bot can also give you information on credit scores, integrate with the bank’s spending and budget tools, and connect users directly with an agent.
And there’s more to come from Erica.
Soon, customers will be told when their bills are due (and if their balance can cover those bills), if a subscription is expiring, and if their credit score has dropped.
One thing to remember here: even in a professional institution like banking, people are still interacting as they would in a normal interaction.
That means a chatbot needs to be familiar with slang (think ‘dough’ as a synonym to cash) and be able to keep up.
Key Takeaways: Again, start slow.
Especially in an industry like banking, make sure you’ve worked out most of the kinks before releasing it to the majority of customers.
Also, always remember that bots need to be programmed for natural language. That means slang and questionable grammar, even if you wouldn’t normally incorporate those trends in your business messaging.
Finance Chatbot Template:
This will vary depending on the type of institution; but as an outline, try offering:
- Account balance
- Automatic bill reminders
- Upcoming payment reminders
Chatbot Examples: Healthcare Industry
The healthcare industry has a pretty innovative opportunity to capitalize on chatbots.
There’s been renewed interest in health and wellness, beyond the regular doctor/dentist visits, but extending to supplements, natural remedies, physical activities and exercise, etc.
But they’re all focused on one thing: the unique and personal needs of each customer.
For example, look at the rise of mental health apps.
Meditation and mindfulness training apps are a dime a dozen these days, but a chatbot can go a step further by personalizing the experience based on an individual user’s unique needs.
From initial diagnosis possibilities to possible remedies and even medication reminders, chatbots can dig a lot further than an app.
In the future, it’s likely that these bots will be the initial point of contact between patients and physicians, and will turn to bots first with any health questions or concerns.
They’re also commonly being used for mental health check-ins, from talk therapy to daily reformations for those who don’t have a regular counselor on call.
Babylon Health Chatbot Example
British online subscription service Babylon Health has broken into the chatbot scene in a big way.
The bot offers AI consultation based on personal medical history, and can even connects you with alive video consultation from a doctor.
When you first sign up, you’ll tell the bot your symptoms. It will then check your symptoms against its database and provide you with next steps and possible causes.
So, if you have a headache, it might ask if you recently injured your head, have any dizziness, and to rate your pain.
Think of it as the more modern, more personal Web MD.
Key Takeaways: Always be thinking about how to personalize the experience.
While a bot should never replace a physician, it should be able to ask relevant questions to personalize the experience for each user.
But also remember, personalization doesn’t have to be so advanced.
Simply keeping client’s records. Allowing them to easily book appointments and providing them with appointment reminders are simpler functions that most healthcare providers can adopt.
Healthcare Chatbot Templates:
Healthcare providers should include the following:
- Appointment availability and set-up
- Connect to customer service
- Annual appointment reminders
Chatbot Examples: Real Estate Industry
Real estate agents deal with a ton of customer inquiries – everything from available listings, pricing information, location, neighborhood standards, etc.
And while a bot won’t replace an agent’s role, it can help streamline the initial process.
At its simplest, Chatbots can be used to collect contact information, provide available listings, and book viewings.
As you get more advanced, bots can be used to show off property videos, answer questions, and find suitable properties based on a user’s specific needs based on questions like their price range, desired location, number of beds and baths, etc.
Structurely Real Estate Chatbot Example
Structurely’s chatbot, Holmes, helps uses AI to answer customer’s questions in real time.
As we went over above, Holmes personalizes the experience by aksing a series of smart questions to determine a user’s ideal property.
Users can ask it to send them home updates, when the ideal buying times are in certain areas, and even idetify ideal listings based on features from other homes.
In this example, Holmes returns a related property based on the kitchen from another property.
Key takeaways: While your business doesn’t have to go as far as Holmes, loading your bot with a series of personalized questions will help you return more appropriate results and collect valuable information about your leads.
Real Estate Chatbot Template:
All real estate chatbots should offer a way to:
- Browse available listings
- Book viewings
- Submit contact info for follow-up
- Collect information regarding users ideal location, number of beds, bathrooms, price range, etc.
Wrapping Up Chatbot Examples
No matter what your industry, you can benefit from looking into chatbots.
Though not an exhaustive list, the above will give you an idea of the kinds of things chatbots are capable of in each industry, and what you should be offering customers as you start building your own.