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10 Best Chatbot UseCases In 2022


In light of the surging popularity of chatbots, businesses are beginning to perceive a myriad of diverse possibilities in which these AI-powered conversational interfaces can augment customer experiences and drive sales. In the ensuing discourse, we shall scrutinize some of the most intriguing chatbot use cases across an array of distinct industries, commencing with the realm of retail wherein chatbots are deployed to furnish instantaneous assistance to customers. Following that, we shall embark on a perusal of the employment of chatbots in the domains of travel, banking, and healthcare.

By delineating the foremost chatbot use cases in each industry, upon concluding this post, you shall possess a perspicuous insight into the multifarious ways chatbots are being exploited in the contemporary landscape of businesses. Therefore, without any further delay, let us initiate our exploration.

Chatbot Usecases#1 Retail Industry

As we navigate the evolving retail landscape, marked by a significant shift in consumer spending preferences from material possessions to experiential pursuits, it’s no secret that retailers are feeling the heat. In a bid to stay competitive and enhance customer experience, many are now embracing the power of chatbots.

chatbot usecases

Indeed, the possibilities for chatbots in the retail space are vast and varied, brimming with potential to revolutionize the industry as we know it. Here, we explore some of the most promising use cases:

  • Helping shoppers find products: From assisting shoppers in locating products within the physical confines of a brick-and-mortar store to providing alternative suggestions for out-of-stock items, chatbots have emerged as powerful tools in enabling seamless product discovery experiences.
  • Answering product questions: In addition to facilitating product discovery, chatbots are also well-suited for addressing the numerous questions and concerns that customers may have prior to committing to a purchase. Armed with the ability to provide insightful and informative answers to common queries, chatbots serve as invaluable assets in bolstering consumer confidence and driving purchase decisions.
  • Providing personalized recommendations: Based on a shopper’s past behavior, chatbots can make product recommendations for similar items or complementary products.
  • Checking inventory and placing orders: For online retailers, chatbots can check inventory and place orders on behalf of the customer. This is especially helpful for out-of-stock items or items that are not available in the shopper’s size or color preference.
  • Offering customer support: Chatbots can offer basic customer support, such as answering questions about returns or shipping. They can also escalate more complex issues to a human customer service representative.

Chatbot Usecases#2 Customer Service & Support

As the backbone of any successful business, customer service and support have long been touted as essential components of a thriving enterprise. With the advent of chatbots, however, companies now have access to a more streamlined and efficient approach to managing customer inquiries, complaints, and requests, delivering a superior customer experience.

The potential for chatbots to transform the customer service landscape is immense, with myriad use cases to support their effectiveness. Here, we delve into some of the most popular applications:

  • Answering FAQs: Leveraging their innate ability to deliver swift responses to commonly asked questions, chatbots serve as indispensable tools in reducing the time customer service representatives spend on the phone addressing such queries.
  • Handling Customer Complaints: Moreover, chatbots can be harnessed to expedite the resolution of customer complaints, providing a more efficient alternative to traditional methods that can often result in lengthy phone queues and wait times.
  • Managing Customer Requests: In addition to addressing complaints, they can also help manage customer requests with ease and precision, further streamlining customer service operations and boosting overall efficiency.
  • Providing Customer Support: Perhaps most importantly, they offer unparalleled support for customers facing a wide range of issues, providing a valuable resource for those seeking assistance in a timely and effective manner.

Chatbot Usecases#3 Marketing & Lead Generation

As marketing continues to evolve in the digital age, businesses are constantly seeking innovative ways to engage with customers and generate leads. Enter chatbots – the latest sensation in marketing technology, offering a wealth of benefits for businesses seeking to enhance their marketing efforts.

  • Collecting customer data: Bots can collect customer data from various campaigns and other marketing methods to secure them in robust databases and turn them into valuable leads.
  • Providing customer support: Bots offer 24/7 customer support and can aid to reduce manual labour. This can help reduce resources in customer support and manage customer inquires, needs, etc effectively.
  • Generating leads: Bots can effectively capture leads by attractive customers with lucrative discounts or free trials. Once these leads have been captured, chatbots can also play a key role in nurturing them and converting them into loyal customers.
  • Promoting products or services: Moreover, chatbots offer an effective means of promoting products or services, providing customers with targeted product information and sales recommendations.
  • Automating marketing tasks: With their versatility and wide-ranging capabilities, chatbots represent a highly effective means of automating key marketing tasks and saving businesses valuable time and resources.

Chatbot Usecases#4 Sales

The sales process is a critical aspect of any business, and companies are constantly exploring innovative ways to enhance it. Sales automation is a promising approach to streamline the process, and chatbots have emerged as a versatile tool to augment it.

  • Utilizing bots is a cutting-edge strategy that enables businesses to engage with prospective leads and determine the most opportune moment to initiate contact with them. This novel method is conducive to optimizing conversion rates and amplifying revenue streams.
  • Sales support is another facet that can be enhanced by bots, with the capacity to tackle a range of customer queries, offer vital product information, and even facilitate the process of placing orders. Consequently, the sales process becomes more streamlined, and customers enjoy a more efficient and seamless experience.
  • When it comes to customer retention, bots play a significant role in providing personalized services such as bespoke product recommendations, which keep customers captivated and satisfied with the company’s offerings.
  • By promoting customer retention, bots can also help foster customer acquisition by cultivating a favorable experience that promotes word-of-mouth referrals. In turn, this leads to the accumulation of a broader customer base, which is conducive to augmenting a company’s overall success.

Chatbot Usecases#5 Recruitment and HR

Chatbots, the preeminent AI-fueled conversational entities designed to replicate human interactions, have gone beyond their customary applications in customer service. Recently, their integration into recruitment and HR has been on the rise, aiming to streamline and augment the hiring process.

  • Recruitment chatbots have the potential to assist job seekers in their quest for new employment opportunities. Candidates can effortlessly converse with the chatbot to explore the possibilities of their suitability for the advertised job opening. Through a series of intuitive queries, the chatbot can extrapolate the candidate’s qualifications and expertise and determine if the candidate is a viable match for the role. Furthermore, bots can comprehensively scrutinize a vast repository of job databases to identify and recommend the best-suited jobs to qualified candidates.
  • In HR,chatbots have emerged as a promising tool to help employers find the right candidates for their job openings. With a vast corpus of knowledge and analytical prowess, chatbots can meticulously scan and sift through countless resumes and match the ideal candidate profiles with job descriptions. Additionally, chatbots can facilitate the onboarding process for new hires and provide prompt and effective assistance to queries related to HR policies and guidelines.

Chatbot Usecases#6 Banking and Financial Services

83% of customers are satisfied while being served by a chatbot in the Insurance industry.


The emergence of chatbots has offered a potential panacea to financial institutions seeking to reduce the exorbitant costs associated with customer service. Moreover, banks and credit unions are leveraging the power of bots to bolster customer engagement and foster unwavering loyalty.

They are increasingly being perceived as the ideal solution to offer personalized experiences to customers while handling simple transactions in the blink of an eye. However, the enigmatic world of chatbots does not end here. In fact, the potential applications of bots in the banking sector are myriad and multifarious.

  • Customer support: The ability of bots to provide customer support over messaging platforms such as Facebook Messenger and WhatsApp has revolutionized the banking experience. With their real-time responses, bots provide customers with an unparalleled support experience that is both swift and seamless.
  • Account management: Bots can be harnessed to empower customers to manage their bank accounts effectively. From checking account balances and viewing transactions to making payments, bots serve as a one-stop solution to all account management needs.
  • Fraud prevention: Bots can help prevent financial fraud from impacting goodwill and reputation by implementing biometric authentication, setting up alert systems, real-time support, analyzing at the earliest, and more.

Other important factors that leverage and deliver great experiences to their customers include payment processing, financial advice assistance, feedback collection, FAQ support, etc. 

Chatbot Usecases#7 Healthcare and Pharmaceuticals

Healthcare and pharmaceuticals are two industries that stand to gain a lot from chatbots. The main goal of chatbots in healthcare is to automate daily and lower-end tasks, allowing healthcare professionals to focus on other important areas. Here are some specific ways bots can be used in these industries:

  • Helping patients find doctors and book appointments
  • Providing information about health conditions and treatments
  • Manage prescription refills and deliver pharmaceuticals products
  • Collect patient data and offer advice on diet and nutrition
  • Helping people to quit smoking or drinking
  • Supporting people with mental health issues
  • Helping patients manage their medication and insurance queries.

Chatbot Usecases#8 Real Estate 

Much like the healthcare chatbots, real estate bots can also help people visiting your website to learn about your services and generate leads 24/7 but for tenants or buyers in this case. 

There are many potential chatbot use cases for the real estate industry, of which our top two potential use cases are:

  • A chatbot could be used to help people find their dream home by asking them a series of questions about what they’re looking for, then recommending homes that fit their criteria.
  • Another potential use case is for property management. A chatbot could be used to answer common questions about rent, payments, management fees, cancellation, vacancies, etc.

While we discussed only two, survey and property management: reminders about payment, confirmations, document submission, and reservations are among a few others.

Chatbot Usecases#9 Hotels and Travel

Chatbots when integrated with Tourism play a vital role to improve the quality of the business during the pre and post-booking process for travelers as well as companies using them. From helping a customer book a hotel room, and asking about the weather, to finding out about tourist attractions in the area, chatbots can manage tourism better than any other front desk receptionists.

  • Hotels and travel companies can use bots to:
  • Provide customer service and help customers make reservations
  • Promote special offers and deals
  • Answer common questions about hotels and travel.
  • Provide customers with information about their travel itineraries, 
  • Recommend places to visit and provide recommendations for restaurants and hotels

Chatbot Usecases#10 E-commerce

Chatbots are a great marketing tactic for E-commerce businesses to connect with their customers. By automating simple tasks, bots can free up customer service representatives to provide more personalized support. Additionally, bots can help businesses collect data about their customers’ preferences and shopping habits. This data can be used to create targeted marketing campaigns and improve the customer experience.

Summing up the benefits, the top 3 ways that bots can assist in E-commerce is:

  • Automated customer support

Chatbots can be used to automate customer support. This would include answering common questions, providing order tracking, and helping with returns and other customer service issues.

  • Personalized recommendations

Chatbots can also be used to provide personalized recommendations to customers. This could include suggesting products based on past purchases, recommending complementary products, or providing suggestions for gifts.

  • Increased conversion rates

Chatbots can help to increase conversion rates by providing immediate assistance to customers who have questions or need help making a purchase. They can also provide real-time feedback about products and services.


While this article listed the top 10 chatbot usecases in different industries, several other industries use chatbots to benefit their business and grow their revenues. 

Chatbots can save your money and resources effectively. Though particular conversations require the human touch to feel understood, bots are no less in the race to be equally efficient as human support using predictive and sentiment analysis.   

And if you need help getting started, our team at 12 channels is happy to assist. So what are you waiting for? Contact us today and let us show you how chatbot marketing can benefit your business! You may be surprised at how well it works!

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