Enterprise Chatbots: Types, Benefits & Use Cases

Chatbot marketing is a common expression in global business, and the benefits of enterprise chatbots are rapidly enticing more companies to begin experimenting with the capabilities of Artificial Intelligence (AI).

The chatbot market size is expected to grow from $2.6 billion to $9.4 billion by 2024 at a compound annual growth rate (CAGR) of 29.7%.

Wondering why enterprises are investing so heavily in chatbots?

Enterprise chatbots are making enterprise communications easier and this is the reason that they are gaining popularity across industries. Also, the marketing, sales, and customer service operations can all benefit from AI-powered chatbots.

The next-generation enterprises are adopting these bots quickly as they are the future of conversations.

What is an Enterprise Chatbot?

Enterprise chatbots can be defined as conversational solutions built for especially larger organizations. They are designed to work with enterprise resource software, integrate with complex workflows, and overcome challenges businesses face at the enterprise level. 

An enterprise chatbot like other bots helps businesses connect with customers at scale. As conversational commerce continues to grow in importance, chatbots are moving from a “nice to have” to a vital part of any enterprise tech stack. 

The enterprise bots are designed to meet the use cases in the workplace to deliver a better user experience as well as improve team productivity. 

Where regular chatbots might be made for one specific use case such as responding to FAQs or ordering a pizza — enterprise bots likely have to handle many different use cases.

Enterprise leaders across different industries are embracing chatbots because of:

• Easy usability and needs almost no user training
• Very easy to build and develop with the right enterprise chatbot platform
• Allows to iterate by focusing on initial use cases and then expand eventually
• Enterprise AI chatbot solution is cost-effective

Types of Enterprise Chatbots

1. FAQ Chatbot

The FAQ Chatbot serves as a reliable ally, diligently fielding a plethora of commonly asked questions. With its pre-programmed responses meticulously to address the most frequent queries. It acts as a virtual assistant, swiftly providing users with the information they seek. This type of chatbot navigates the vast landscape of customer inquiries with ease. Also, it reduces wait times and ensures a seamless user experience from product specifications to troubleshooting tips.

2. Conversational Chatbot

Now let’s step into the world of conversational commerce, where the Conversational Chatbot reigns supreme. Here, interactions transcend mere transactions, as this AI-powered entity engages users in captivating dialogues akin to human conversation. This type of chatbot comes with natural language processing (NLP) capabilities. 

It adapts to nuances in speech, understanding context and intent to deliver personalized responses. If you’re guiding customers through a purchase or offering recommendations. This chatbot forges meaningful connections to build customer loyalty and trust through authentic communication.

3. RPA Chatbot

It bridges the gap between automation and artificial intelligence to provide a powerful tool in the pursuit of operational efficiency. It is integrated with robotic process automation tools to minimize repetitive tasks that once monopolized human resources. This type of chatbot tirelessly executes workflows with precision and efficiency. It allows human employees to redirect their focus towards high-value endeavors that drive innovation and growth.

4. AI Customer Service Chatbot

It is powered by cutting-edge artificial intelligence. This digital agent transcends traditional support models to resolve customer inquiries. With its ability to understand natural language and context, it navigates complex queries with finesse for tailored solutions and recommendations. AI customer service chatbot continuously learns from interactions. It evolves to deliver unparalleled levels of service and satisfaction.

Ways Conversational AI Works for Enterprises

1. Customer Support and Service: It is a great tool to handle customer inquiries, provide support, and resolve issues 24/7. With conversational AI, you can answer FAQs, troubleshoot customer problems, and escalate complex issues to human agents when necessary. This plays a key role in reducing wait times, improving response times, and enhancing customer satisfaction.
2. Sales and Marketing: It delivers superb performance for lead generation, product recommendations, and sales support. They can engage website visitors, qualify leads, and guide prospects through the sales funnel. Also, it delivers personalized marketing messages, promotions, and offers based on user preferences and behavior.
3. Employee Self-Service: Conversational AI empowers employees by providing self-service access to information and resources. Chatbots can assist with HR inquiries, IT support, training materials, and company policies. This frees up human resources for more strategic tasks and improves overall workforce productivity.
4. Appointment Scheduling and Booking: Conversational AI helps in appointment scheduling, reservation management, and booking processes. They can interact with customers to find available time slots, confirm reservations, and send reminders. This reduces administrative overhead and improves booking efficiency for businesses in sectors like healthcare, hospitality, and professional services.
5. Product Recommendations and Personalization: With conversational AI, you can analyze customer preferences, purchase history, and browsing behavior to offer personalized product recommendations and shopping assistance. Chatbots have the great capability to suggest relevant products, provide product information, and facilitate the checkout process. It results in increased sales and customer satisfaction.
6. Virtual Assistants for Enterprise Applications: Once you integrate conversational AI with enterprise applications such as CRM systems, ERP systems, and project management tools, it helps with tasks like data entry, report generation, task management, and access to information from backend systems.
7. FAQs and Knowledge Base Access: They can help users find answers to common questions, locate relevant documentation, and access self-help resources. This improves user satisfaction and reduces the burden on support teams.

Benefits of Using Enterprise Chatbots

• 24/7 Availability: Chatbots operate round-the-clock, assisting customers or employees at any time, which enhances accessibility and improves customer satisfaction.
• Cost Savings: Chatbots reduce the need for human intervention, resulting in significant cost savings in operational expenses associated with customer support and other functions by automating routine and repetitive tasks.
• Efficiency and Productivity: It streamlines processes by automating tasks and providing quick answers to common queries. This frees up human agents to focus on more complex issues and improve overall productivity and efficiency within the organization.
• Improved Customer Experience: It provides instant responses and resolves queries promptly which leads to faster issue resolution and higher customer satisfaction levels. Their ability to provide personalized assistance enhances the overall customer experience.
• Data Collection and Analysis: It gathers valuable data from user interactions, including preferences, feedback, and trends. This data can be analyzed to gain insights into customer behavior, preferences, and pain points, informing strategic decision-making and improving business processes.

What Makes Enterprise Chatbot Successful?

Well-designed chatbots always focus on the conversation quality and have features that ensure a superior experience.  Many real-life chatbot examples combine the elements of technology, flow, and design to prove effective in handling customer interactions without requiring any human support. 

Key features that make enterprise chatbots successful.

• Deliver faster & contextual responses: Enterprise bots can understand the context so that users feel like talking to a real person. By deploying the advancements of natural language processing (NLP), bots can understand the context without asking validating questions.   
• Easy human handover: Chatbots designed for enterprises are smart to understand the sense of urgency and complexity of a conversation. Even when a chatbot template for online orders fails to understand the query, it can still intelligently hand over the chat for human support.
• Intuitive UI/UX:  AI chatbots for enterprises should be easy to use to make conversations interactive. The more simple the design is, it will be easy to use them for answers. 
• Well-trained with FAQs:  Chatbots benefit enterprises in different ways when they are trained. Regular training makes bots powerful and enables them to handle user questions effectively.  
• Provide personalized support:  AI bots can easily comprehend user conversations and respond in real time. It can analyze the user input to understand the intent to deliver personalized experiences. 

Guide to Building an Enterprise Chatbot

Building an enterprise chatbot involves several steps, from planning and design to development, deployment, and ongoing optimization. 

Let’s take a look at a general guide on how to build an enterprise chatbot:

1. Define Objectives and Use Cases: You should start by defining the objectives of the chatbot and identifying the specific use cases it will address. You should determine the target audience and the problems the chatbot will solve. The key functionalities it will offer.
2. Choose a Platform or Framework: In this stage, you’ll have to select a chatbot development platform or framework that aligns with your requirements and technical expertise. Popular options include Microsoft Bot Framework, Google Dialogflow, IBM Watson Assistant, and open-source frameworks like Rasa and Botpress.
3. Design Conversation Flows: You should focus on designing the conversation flows and dialogues that the chatbot will engage in with users. Now define the intents (user goals or actions), entities (relevant information extracted from user inputs), and responses for different scenarios. Consider using techniques like user stories or flowcharts to map out the conversation paths.
4. Develop and Train the Chatbot: It is essential to develop the chatbot using the chosen platform or framework. Build the natural language understanding (NLU) models to recognize user intents and extract entities from user inputs. You should train the chatbot using sample conversations and data to improve its language understanding and response generation capabilities.
5. Integrate with Backend Systems: To access relevant data and perform tasks, you’ll have to integrate the chatbot with backend systems, databases, APIs, and other enterprise resources. Don’t forget to ensure secure authentication and authorization mechanisms are in place to protect sensitive information.
6. Implement Multi-Channel Support: There are some multiple communication channels, such as websites, mobile apps, messaging platforms, and voice assistants, based on the preferences of your target audience. You’ll have to ensure consistency in the user experience across different channels.
7. Test and Iterate: In this phase, you’ll have to test the chatbot thoroughly to identify and fix any bugs, errors, or usability issues. Conduct user acceptance testing (UAT) with real users to gather feedback and iteratively improve the chatbot’s performance and user experience.
8. Deploy the Chatbot: You should always deploy the chatbot to production once it has been thoroughly tested and validated. Monitor its performance, usage metrics, and user feedback to identify areas for optimization and refinement.
9. Provide Ongoing Maintenance and Updates: Now you need to monitor and maintain the chatbot to ensure it remains up-to-date, reliable, and effective. Incorporate user feedback, monitor usage patterns, and update the chatbot’s knowledge base and conversation flows as needed to keep it relevant and valuable to users.
10. Measure Performance and ROI: Last, you need to define key performance indicators (KPIs) to measure the chatbot’s performance and effectiveness in achieving its objectives. You can track metrics such as user engagement, task completion rates, customer satisfaction scores, and ROI. It helps to evaluate the chatbot’s impact on business outcomes.

Use Cases for Enterprise Chatbots

It can be deployed across various departments and functions to address a wide range of use cases. Here are some common examples:

• Customer Support and Service: Chatbots can handle customer inquiries, troubleshoot issues, provide product information, and offer support in real time. They can assist customers with common questions, such as order status, FAQs, troubleshooting, and returns.
• Sales and Lead Generation: You can engage website visitors, qualify leads, and guide them through the sales process with AI-powered chatbots. They can answer questions about products or services, provide pricing information, schedule appointments, and even facilitate transactions.
• HR and Employee Support: It can assist employees with HR-related inquiries, such as benefits information, leave requests, onboarding processes, and company policies. They can also provide training materials, answer FAQs, and facilitate communication within the organization.
• IT Helpdesk and Technical Support: Chatbots can troubleshoot IT issues, provide technical support, and guide users through common troubleshooting steps. They can assist with password resets, software installations, network issues, and other technical queries.
• Appointment Scheduling and Reservations: It can facilitate appointment scheduling, reservation bookings, and event registrations. They can check availability, book appointments, send reminders, and handle cancellations or rescheduling requests.
• Feedback and Surveys: You can gather feedback from customers or employees through interactive surveys and polls with a chatbot. They can solicit feedback on products, services, user experiences, and organizational processes, helping businesses collect valuable insights for improvement.
• Order Management and Tracking: You can assist customers with order management tasks, such as tracking shipments, updating delivery statuses, and modifying orders. They can provide real-time updates on order status and address any issues or concerns related to orders.
• Knowledge Management and FAQs: It is ideal to serve as virtual assistants, providing access to a repository of knowledge and frequently asked questions (FAQs). They can retrieve relevant information, resources, documents, and guides to assist users with their inquiries.
• Event Management and Coordination: With chatbots, you can assist in organizing events, conferences, and meetings by providing information on schedules, agendas, speakers, and logistics. They can handle registrations, send reminders, and answer event-related questions from attendees.
• Marketing and Lead Nurturing: You can engage potential customers through personalized interactions, offer recommendations based on user preferences, and nurture leads through targeted messaging and content delivery.

5 Best Enterprise Chatbot Examples

1. IBM Watson Assistant

It is a powerful AI-powered chatbot designed to help businesses enhance customer interactions across various channels. It leverages natural language processing (NLP) and machine learning algorithms to understand and respond to user inquiries in a conversational manner. It is highly customizable and can be integrated with existing systems to provide personalized experiences for users.

2. Salesforce Einstein

It is an AI-powered assistant built into the Salesforce CRM platform. It offers predictive analytics, personalized recommendations, and automated responses to help businesses streamline sales, marketing, and customer service processes. Einstein’s natural language processing capabilities enable it to understand and respond to user queries, providing valuable insights and driving productivity.

3. Google Dialogflow

Google Dialogflow is a conversational AI platform that allows businesses to build intelligent chatbots and virtual agents for various use cases. It offers advanced natural language understanding capabilities, multilingual support, and seamless integration with Google Cloud services. Dialogflow’s flexible design makes it suitable for creating chatbots for customer support, e-commerce, and other enterprise applications.

4. Microsoft Azure Bot Service

It is a comprehensive platform for building, deploying, and managing chatbots across multiple channels. It provides developers with a range of tools and SDKs to create intelligent bots using Microsoft’s Cognitive Services and Bot Framework. Azure Bot Service supports integration with popular messaging platforms like Microsoft Teams, Slack, and Facebook Messenger. It allows businesses to engage with customers wherever they are.

5. UiPath AI Fabric

UiPath AI Fabric is an AI-powered automation platform that includes chatbot capabilities for enterprise use. It plays an imperative role for businesses to build and deploy AI models for natural language understanding, sentiment analysis, and other tasks related to conversational AI. 

With AI Fabric, organizations can create chatbots that automate repetitive tasks, assist employees with inquiries, and improve overall operational efficiency.

Key Benefits of REVE Chatbot Platform for Enterprises

Enterprise chatbots are the best tool for forging long-lasting customer relationships. Businesses can leverage it to build strong connections by engaging with website visitors in real-time. With enterprise bots, you can drive sales and improve customer service. 

There are many different ways REVE Chat as an enterprise AI chatbot platform impacts customer communication and drives business growth.

1. Increase Customer Engagement 

Well-designed enterprise chatbots can take customer engagement to the next level. 

With the help of conversational AI bots, engagement is driven based on user data and made more interactive. They also deliver consistent answers, which boosts customer satisfaction levels. 

By providing relevant and quick responses, customers show more interest in staying longer on the website and continuing the conversation.  

Here is how REVE Chatbot helps enterprise to boost customer engagement 

• Personalized conversations: Enterprise chatbots are backed with ML and NLP that help to analyze responses and further help engage users at a personal level.
• Instant response for customer queries: With enterprise bots, wait time for customers is eliminated as the chatbot is instantaneous and customers can reach out on demand at any time.
• Sentiment Analysis: Chatbots can understand the user sentiment in their input and provide relevant responses that delight customers.

2. Improve Sales & Lead Generation

Designing and deploying enterprise chatbots helps to automate your sales funnel. 

Bots assist sales & marketing teams to reach out to customers faster. How?

Enterprise bots can initiate a conversation with potential customers while they are browsing through the products and services. It empowers you to qualify leads and direct them to the right team for further nurturing. 

Chatbots can provide extra information that a user may ask for regarding the services immediately. When you can engage customers instantly increases the number of leads and conversion rates.

3. Deliver Instant Response 24×7

A growing number of enterprises are choosing AI chatbots as a critical part of their customer service to improve response time and save operational costs. 

Businesses lose 75% of customers due to long wait times, it would be safe to say that ‘not getting instant responses is easily one of the greatest customer frustrations, and also a major cause of customer churn. 

As bots can resolve simple questions quickly, your team will have spare time to tackle complex queries and contribute to enhancing the customer support experience. They are active 24/7 and answer customer queries even when your support team is not available.

How does an enterprise bot built in the REVE Chatbot platform deliver better support?  

• You can train the chatbots to anticipate customer’s needs and deliver relevant answers. 
• AI bots for enterprises can be used as the first point of contact to reduce customer churn and set human handover for complex issues.
• For businesses that receive repetitive queries, implementing enterprise chatbots can be a great way to provide instant support without making customers wait.
• Even if chatbots don’t understand the user problem, they at least provide an instant response relevant to the query that creates a good impression.  

4. Gain Customer Insights & Data Monitoring

A good enterprise AI chatbot platform like REVE Chat helps to build bots that excellently track purchasing patterns and analyze consumer behaviors by monitoring user data. 

Customer data helps enterprises to market their products differently and expand their reach. 

Enterprise bots also collect feedback through simple questions and improve products or optimize the website. 

How REVE chatbots for enterprises help in using consumer data

• Create customer profiles: Enterprises can use AI chatbots to collect customer information like name, contact details, etc., and create customer profiles for future use. 
• Propose relevant content: Enterprises can use AI-powered bots to provide customers with the right product details and also suggest relevant content. 
• Send push notifications: Big companies can use bots to keep existing customers engaged through regular and timely push notifications.  

5. Maintains Consistency Across All Channels

The benefits of having an omnichannel strategy are quite evident.

Omnichannel experiences are proven to increase key metrics like customer satisfaction, loyalty, and customer lifetime value. 

Businesses that leverage omnichannel strategy achieve 91% greater year-over-year customer retention than the rest.

Many chatbot platforms require you to build individual conversational flows for each channel. As a result, the scope of enterprise chatbot projects can quickly spiral out of control. 

REVE Chatbot platform helps to build an enterprise bot and use it across all of your customer service channels. You can deploy the bot across major communication channels like:

• Website
• Facebook Messenger
• WhatsApp
• Viber

REVE Chatbot platform helps to meet the enterprise chatbot use cases with omnichannel messaging support features with a single conversational flow.

Chatbots that enable omnichannel messaging support can help brands understand the interests and preferences of customers, and enable your agents to easily leverage past interactions to drive future conversations with customers. 

6. Enterprise Grade Security

When it comes to security, it is no joke at the enterprise level. 

A very small privacy or security issue can have major ramifications. As such, enterprises need an enterprise chatbot that can meet and exceed regulatory requirements. 

REVE Chatbot platform is highly dedicated to information security, rigorous testing, and strict adherence to global privacy standards. 

As it is a GDPR-compliant service provider, we ensure that our clients save time, limit their exposure to data breaches, and avoid regulatory penalties.

Irrespective of where you are, you can be sure that REVE Chat’s products and services comply with any privacy framework, including the GDPR.

7. Meet Customer Expectations

One of the top expectations of customers is to answer instantly when they reach out to the business.

Customers expect that their complaints or queries should be immediately addressed. And enterprise chatbots can help to automate some of the regular interactions and meet customer expectations. 

As automation is one of the chatbot use cases, customers won’t have to wait for human agents to engage and it improves brand experience that further contributes to retention significantly. 

How enterprise chatbots meet customer expectations 

• Proactively interact with customers: Bots can help businesses proactively interact with the customers, and deliver them quick responses. 
• Deliver personalized experience: An enterprise chatbot is very handy when it comes to delivering a personal customer experience across multiple touchpoints as it impacts conversion rates.  
• Effective targeting of audience: AI bots send visual content and give information about products, offers, and discounts, which ensures effective targeting & boosts user engagement.

Best Enterprise Chatbot Platforms

The right chatbot platform helps to build a strong bot for your website or on Facebook, engage customers 24×7, and provide quick information whenever they need it. It helps to design the best chatbot software for enterprise businesses that acts as the best medium line between customer problems and solutions.

REVE Chat offers an intuitive ready-to-use chatbot platform that allows enterprises to create customized bots with zero coding based on their requirements. You can build enterprise bots without any hassle, train the bots, and as well as measure their performance. It is ideal for enterprises or SMBs that focus on managing conversations effectively.

Key Features of the REVE Chatbot Platform

• Visual Flow builder – Allows you to create bot flow with the help of nodes and actions such as text, image, carousel, button, and others. You can set triggers as per the use case with no coding efforts. 
• FAQs: The advanced feature helps to train your bot regularly by creating FAQs. It allows the bot to identify the user intent and have effective communication with the users. 
• Human handover: You can set a live chat takeover in case the user asks a complex query that the bot is not able to answer.  
• Fallback option: You can set the fallback options using triggers or surveys to have a seamless conversation if the bot is not able to respond. 
• Sentiment Analysis: Understand your customer emotions and respond more accurately to deliver higher customer satisfaction. It trains the bot to nullify such responses and focus on the business objectives.
• Bulk Machine Learning (ML) Training: Import your own data in bulk to train your chatbot and improve overall accuracy.
• Data Sanitization: Convert your unstructured data into a structured one so that chatbots can deliver accurate responses. 
• Bot Analytics: The additional reports generated help to understand the leads generated by bots and their time trend.

Grow Your Business With Enterprise Chatbots

Technology today is evolving at break-neck speeds, offering businesses multiple opportunities to market their brands and enhance the customer experience. An enterprise chatbot is one of the most prominent technologies among these advancements.

Enterprise bots are industry-agnostic and can be implemented across different verticals. Chatbots not only help you save costs but, at the same time, ensure a superior customer experience that helps set your business apart.

At REVE Chat we offer chatbot solutions that help to scale their operations and bring an unmatched ROI. Our chatbot solutions automate your customer support and lead generation processes and integrate seamlessly with your existing systems.