According to a study by BVMW, just 6% of small and medium-sized enterprises stated that they already use AI in all business areas. After all, around 25% of companies are planning to use AI in their operations, while for around 40% AI is not (yet) an issue. Although the technology can significantly help to increase sales in the company and thus boost business success.
For undecided users, it is mostly a lack of overview of the possibilities and suitable use cases. Users who are already using AI in the enterprise see the main benefit as speed and automation of business processes. Intelligent chatbots can help realize faster and more efficient processes and fuel new lucrative developments. Cost and personnel savings play a secondary role for many customers, as budget and personnel can be used for other smarter tasks.
AI and chatbots can complete tasks faster and in an automated way, but for customers, reducing business risk is one of the key reasons for using them.
Examples of chatbots in different industries
In the insurance industry, a chatbot can be used to record claims. The customer sends pictures of the accident site to the chatbot for opening a new ticket and documentation of the damage. In the background, image analysis and meta data such as the time of the recording, image quality, and the authenticity of the recording are checked. This allows an initial risk analysis to be carried out in order to identify fraud cases at an early stage and inform the specialist department if necessary. This makes the employees’ work much easier, as part of the claims settlement processes are automated.
In the automotive industry, chatbots are used to send photos of a defective part to the chatbot. The chatbot analyzes the photo and searches for matching suggestions for a suitable replacement part in the database. The user can then decide which spare part to use and can place the order directly via the chatbot. This relieves employees and allows them to process other customer inquiries. The chatbot’s support reduces the workload in the company and increases productivity.
In the energy industry, meter reading services are an important component for billing. Meter reading services are especially motivated to ensure a smooth process through customer participation. A chatbot allows the customer to easily communicate the status of the gas and electricity meter to the provider. A photo of the meter reading or the value of the meter reading is sent to the chatbot. The chatbot checks the customer input to detect fraud attempts at an early stage. The meter reading is then stored in the company database and the creation of the invoice is triggered.
These three real-life examples from different industries show useful fields of application for chatbots. If you want to start using (AI) chatbots for the first time as a small or medium-sized company, you will face some questions and challenges. After all, not every problem can be solved by artificial intelligence and chatbots. Therefore, a clear idea should be developed of what problem exists and what a possible use case could look like. Afterwards, a comparison must be made whether the problem can be solved efficiently by AI and the use case with a chatbot. If the necessary knowledge about artificial intelligence and chatbots is lacking, it is advisable for companies to hire an expert in the field.
Want to learn more about the topic as well as what benefits the Business Bot Platform has for your enterprise chatbots? Learn more here.