Use Cases of Chatbot Across Six Leading Industries

It is indeed no surprise that the implementation of chatbots is increasing with each passing day. With the rapid surge in technology over the last few years, people have started expecting businesses to respond immediately. With waiting times resulting in missed opportunities, widespread adoption of chatbots is only natural.

Chatbots work as the game-changer for the industries experiencing a high volume of customer interactions, such as banking, healthcare, insurance, etc. In this article, let us dive deep to explore some of these use cases of chatbots in different industry domains.

Uses Cases of Chatbots in Different Industries

Chatbots have been around for quite some time now. From retail to healthcare to real estate to education, various industries use chatbots to address critical business needs. Let us look at some of the popular use cases across these verticals.

  • Banking

Chatbot supports the digitization efforts of the customer by enabling them to interact with the bank and clarify their queries. It also helps with the experience of personalized banking to improve customer engagement and high-level user experience. The statistics show that chatbots can offer savings of up to USD 8 billion per year by 2022 in the healthcare and banking sectors.

The potential uses cases for chatbots in banking are:

  • Providing with banking information
  • Helping with fast solutions to customer issues
  • Generating leads
  • Sending informational updates
  • Onboarding customers
  • Managing account details
  • Providing personal finance advice
  • Healthcare

The importance of chatbots comes across in a more pronounced sense in the healthcare space. Chatbots serve as the perfect solution for saving time and money in hospitals and clinics. For instance, if one category of chatbots takes off some of the burdens on nurses and receptionists, another can assist doctors with patients’ progress reports, recoveries and accessing the medications accordingly.

Other common use cases of chatbots in the healthcare industry are:

  • Engaging with prospects on the website
  • Addressing FAQs
  • Appointment scheduling 
  • Counselling
  • Update on lab reports
  • Record keeping
  • Customer Service

As customers are always looking for quick solutions for their queries, chatbots play an essential role in customer service. It provides personalized help and boosts user experience by engaging with clients and delivering the context to conversations. 67% of the consumers worldwide use a chatbot for customer support functionality, which eventually reduces the workload of the customer support team and helps the business with a lot of savings. 

Other uses cases of chatbots in the customer service sector are:

  • Collect customer feedback
  • Help to track order and shipping information
  • Handle refund and exchange requests effectively
  • Answer repetitive questions 
  • Help the customer to navigate through sites

Also read Machine Learning in Fraud Detection – Use Cases

  • Marketing

Even though the marketing industry is constantly changing, its goal is always static, i.e., convenient and instant. Today, many companies show their interest in investing in sales and marketing teams to find and convert business leads into new opportunities. However, adding a bot to your site will reduce your task and help you with the sales-oriented leads by knowing the customer feedback and buying process. 

Apart from this, some other use cases of chatbots in the sales and marketing industry are:

  • Simplifying prices 
  • Helps to promote products 
  • Provide email listing and marketing campaigns 
  • Handle purchases and customer onboarding 
  • Keeps track of customer purchase
  • E-commerce


When it comes to the e-commerce industry, all sales, marketing, and customer services happen online. In such a scenario, a chatbot plays a crucial role in connecting your customers with the site and promoting your brand to increase business sales. According to the research conducted by HubSpot, 47% of consumers are likely to buy their products by interacting with chatbots. 

Below are some other uses cases offered by chatbots in the e-commerce industry:

  • Engaging with customers for discarded cart items 
  • Offer 24×7 customer support
  • Promoting offers and discounts 
  • Assists in the cross-selling of products 
  • Conduct customer research
  • Help with suggestions and ordering
  • Education

Although we consider education a non-tech-savvy industry, technology has made its way through schools by forcing education to move online after a pandemic. Education is one of the top industries reaping the benefits of chatbots in the current pandemic situation.

As we are seeing the shift towards digital education with each day passing, below are some use cases provided by chatbots to education industries:

  • Solves student queries
  • Assists in student onboarding
  • Walks through the admission process
  • Facilitates course recommendation
  • Can act as a student support point
  • Enhances student engagement

To Wrap Up

Chatbots are a prominent technology helping businesses grab their opportunities and enhance their brands by improving the customer experience. Even though particular communication requires the human touch, chatbots find their way to be equally efficient as human support using predictive and sentiment analysis

Chatbots save your money and time and help build brand loyalty and bring new customers to your business. Using a conversational platform like this, you can effectively generate and qualify your leads and provide effective customer services to boost your user engagement. 

Experts at Maruti Techlabs are focused on offering customized chatbot development services across industries and various use cases. Known for building chatbots with high yielding ROI, they properly evaluate chatbot strategy for your business and end-to-end chatbot journey for the users. 

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