Opportunity 1: Customer queries before purchases
The first opportunity of using chatbots is to deal with customer queries that occur prior to purchases. You may have a large number of similar queries that chatbots are well placed to be able to answer, or direct users to different parts of the websites.
Opportunity 2: Aftersales support
Another opportunity for chatbots is providing aftersales support, including queries regarding order status or product returns. Since many queries are similar in nature, chatbots are well placed to be able to deal with the questions being asked.
Opportunity 3: Internally with employees
Another opportunity for chatbots is in responding to employee queries. There may be a large number of similar questions that are asked by employees – and chatbots may help answer these questions directly. This may cut the time it takes for employees to get answers to their routine questions, and avoid having to look up and reach out to colleagues for answers to basic questions.