Hi There,

The above image depicts the clear distinction between traditional and GenAI chatbots.

When chatbots started to emerge, the main purpose focused on handling repetitive and predictable tasks, like FAQs, order tracking, etc. However, since the inception of GenAI chatbots, businesses are leveraging them to handle more complex tasks and automate customer interactions.

Today, let’s take a look at the significant shift in chatbot use cases and how it’s helping businesses to generate sales, qualify leads, and improve overall customer experience.

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GenAI chatbots are powered by machine learning and natural language processing, which allows them to drive personalized and context-aware interactions rather than relying on pre-defined scripts and keywords.

Given their ability to learn, adapt, and answer accordingly, businesses are using GenAI chatbots to handle a multitude of tasks, namely:

Chatbots for Support

When businesses first adopted chatbots, customer support was the prominent use case. The chatbots worked on scripted, pre-defined responses with no personalization. Typically, users were given the option to choose from a series of actions that led to the next steps.

With the introduction of GenAI chatbots, this rule-based chat turned into an intelligent two-way conversation mimicking human interaction that enables:

• Advanced problem solving: With the ability to understand context and intent, GenAI chatbots can handle complex queries and resolve multi-step issues.
• Reduced escalation: Since AI-powered chatbots can handle complex queries autonomously, the need for human intervention drastically reduces. This speeds up response time and enhances customer satisfaction.
• Ticket creation: When human intervention is required, these chatbots can create support tickets, route them to the appropriate departments, and provide regular updates to users.

Chatbots for Sales and Marketing

GenAI chatbots offer more flexibility and personalization which are crucial aspects of both sales and marketing. They analyze user behavior and preferences in real-time to offer:

• Personalized engagement: Unlike traditional chatbots, GenAI chatbots tailor their interactions based on user inputs, and reported a 67% increase in e-commerce sales.
• Enhanced understanding: GenAI chatbots utilize advanced natural language processing (NLP) to understand context and nuances in customer inquiries. This capability allows them to engage in more meaningful conversations.
• Lead qualification and nurturing: They can engage customers in meaningful conversations throughout the sales funnel. By asking intelligent follow-up questions, GenAI chatbot can efficiently qualify leads and nurture them with personalized recommendations.

Out of businesses that use GenAI chatbots, 66% reported at least a 2x increase in RoI.

Challenges along the way

Despite the significant impacts of GenAI chatbots, many businesses hesitate to adopt them. A few primary reasons include:

• 49% of businesses claim to lack the required budget.
• 51% believe chatbots cannot process customer’s chat history properly for a personalized experience.
• 65% are held back by a lack of skilled developers.
  

If you can relate to any of the above restrictions, then integrating a pre-built Chatbot is your best solution.

Presenting LikeMinds’ Chatbot SDK that can be integrated into your existing system within 15 minutes. Built with advanced capabilities like context awareness, custom APIs and webhooks, and multimedia input support, it’s built to scale with your user base.

Ready to board the chatbot wagon?

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