A Chatbot is a computer program that can automatically and intelligently reply to customer queries, business inquiries and act as HR/IT Helpdesk. Chatbots can be integrated to any CRM, ERP, Database of Third Party Applications for to and fro of information, processing service requests, booking appointments, opening tickets, qualifying leads, facilitating sales, providing instant quotes, sharing shipping details, booking leaves, and much more.
Types of Chatbot
Chatbots are industry and department agnostic, that is, they can be useful in all industries and in all functions. Some major categories of Chatbots are
B2C - Customer Service
B2C chatbots are used for servicing customers and processing service requests, answering FAQs and facilitating product advisory and sales
B2B - Business Partners
B2B chatbots are mainly used for communication between
businesses for instant quotes, purchase, orders and invoices.
B2E - ServiceDesk
B2E Chatbots facilitate communication between businesses and employees by answering monotonous and routine queries without involving a human
B2D or Central Chatbots are useful for large companies with multiple dealers where the point of contact/service for each user is the company dealer in that particular geography.