The World of Chatbots: Customer Service, Business Automation & Scalability

Posted by Diksha Sharma on October 29th, 2021

Chatbots are gaining a considerable market share in today’s time. They are the newest e-commerce trend that helps the customers to connect with the business in real time. These are tiny programs that help automate the conversation between the customers and the companies based on a set of pre-defined conditions.

Advantages of using a chatbot in business:

  • Chatbot helps in responding consistently every time.

  • It can be proactive or reactive.

  • It helps to respond back to the customers immediately, thus helping to enhance the image and growth of the business.

  • Chatbots can be used through a variety of mediums like SMS, or live chats, etc.

Chatbots and Customer Service

Chatbot and customer service goes hands in hand because of the following reasons:

Advances in AI

AI chatbot can predict what a customer wants or needs based on their past purchases and machine learning capabilities. They function by undertaking a proactive approach.

Messaging Apps are Popular

Different social media platforms are integrating chat applications on their platform. This offers businesses the opportunity to interact with their customers and ensure their satisfaction.

Less Development Cost

There is no huge upfront cost required for launching a chatbot for a business. It is like a one time investment. You need to perform conversation mapping work from your end.

Growing Conversation API’s

API allows machines to have conversations with humans using Natural Processing Language. It helps to ensure a friendly and logical conversation and settlement of queries.

Chatbot Business Benefit Beyond Customer Satisfaction

A business decision of using chatbots goes beyond satisfying customers. It includes:

  • Chatbots can answer basic and repetitive questions, thus reducing the frustrating and repetitive work of the human agents. This enables human agents to focus on more complex tasks.

  • Chatbots are capable of acquiring customers more efficiently for your business.

  • With chatbots, the operation cost reduces as there is no need for many people to handle customer queries.

  • Chatbot provides a lot of assistance and helps in educating the customer regarding the product.

Channels of Chatbots

A chatbot can be deployed on any channel ranging from WhatsApp to Messenger & even Instagram. Here we are talking of just 3 but you may add any to your suite.

Website Chatbots

These are some of the most popular chatbots as they are capable of performing different functions, including:

  • Greeting customers

  • Automatically suggesting FAQ’s

  • Booking appointments

Adding a chatbot helps in enhancing a personalized experience. Using website chatbots will also mean that you have less access to full automation than social media chatbots.


Facebook chatbot through messenger helps to provide automated messages for delivering information. It also acts as a central hub for lots of social media marketing. It can currently:

  • Through Facebook chatbots, the users can receive and send messages, images, etc.

  • Send messenger greetings to prompt users to get started.

  • Create messenger templates that can help the customers interact with your bots.


Twitter’s chatbots for conversation are ideal as it provides real-time data, customer insights and powerful private messaging platform. It suits those businesses which specifically look for:

  • Increasing engagement with their customers.

  • Increasing sales.

  • Taking their brand to the next stage.

Twitter chatbots can automatically perform actions like tweeting, retweeting, liking, following, unfollowing and direct messaging other accounts for business growth. Other than this, there are various other channels as well that can be deployed.

Chatbots are considered an emerging technology that helps businesses to grow and function smoothly. Various virtual service providers are offering chatbot services. is one of them that is known to provide the best chatbots that help businesses work effectively. Its services are trusted by more than 700 companies globally. The best part is that offers its services in different languages, thus helping businesses overcome language barriers and allow companies to maintain interaction with different people of different regions. For more details, you can visit the website!

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Diksha Sharma

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Diksha Sharma
Joined: February 25th, 2019
Articles Posted: 44

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