Chatbot Case Studies: Real-Life Results Across Industries
Lots of businesses jumped on the chatbot bandwagon, and now it feels like you’re greeted by a bot on every other website you visit. But what’s their performance been like? And most importantly, were they worth the investment?
Since we at Userlike implement chatbots for our clients on a daily basis, we were curious about other businesses' experiences. We researched chatbot case studies that cover a wide range of use cases and industries to get an impression of their impact.
Because more businesses are offering chatbots for customer service, extra time and attention is being spent on creating bots that do more than forward chats to agents. They’re taking on more complex issues and helping businesses meet their goals without sacrificing service quality.
Let’s dive into the problems these businesses faced and how they solved them with chatbots.
Many businesses that want to improve their conversion rates overlook the power of conversational marketing. If you have a small team or want to revamp your strategy, a chatbot is a creative avenue worth exploring.
Conversational Design, an Italian conversational marketing agency, sought to improve their conversion rates and switched to chatbots to replace web-based forms. Now they’re helping their customers adopt this strategy as well.
Their team needed to create different bots to demonstrate how they can engage and turn visitors into leads, so they chose the low-code platform Landbot.
By using and demonstrating the power of conversational marketing on their website using chatbots, they increased their lead conversion rate by 40% within a few months and earned 20k leads in a year.
One of the main benefits of using a chatbot is their ability to serve more customers in less time, which proved true for Conversational Design; their project completion rates reduced from four months to three weeks and their cost per lead went down by 200%.
Is your business overwhelmed by chats? Are these chats repetitive questions that take up too much of your agent’s time to answer?
Mail service provider, Hermes, receives hundreds of tracking inquiries daily. Agents aren’t always able to answer these inquiries, which is why they expanded their customer messaging service with Userlike to develop their chatbot, Bo.
Bo is available on their website and WhatsApp, and in just the first week, Hermes had more than 600 conversations on WhatsApp with overall positive feedback. But when Bo can’t answer a particularly difficult question, it can quickly and easily forward the chat to a human agent.
Hermes experienced such a high acceptance rate of their chatbot, especially on WhatsApp, so they’re planning to expand Bo in both self-service and its speech.
Scandinavian telecommunication company Telenor noticed that customers’ interest in phone communication took a massive dip in recent years. Consumers are more tech-savvy and now prefer digital means of customer communication.
That’s why Telenor created Telmi with Boost.ai. Using deep learning algorithms and natural language processing, Telmi interacts with customers at an advanced conversational level.
Within a year, Telmi exceeded the company’s business and ROI goals. Still, Telenor learned that a chatbot adds more value besides being a cost-effective solution: Telmi’s instant responses and range of integrations increased customer satisfaction rates by 20%, with revenue increases of 15%.
Chatbots in business aren’t limited to customer service — well, not in the traditional sense anyway.
Digital learning technologies company Civica (formerly known as Agylia) created a fully custom chatbot with Ubisend to provide training care materials for people who suddenly need to care for loved ones.
Unpaid care workers often don’t have access to the education they need, so Agylia Care provides materials that are available 24/7. Their chatbot understands hundreds of different conditions ranging in severity, such as mild versus severe dementia.
Currently, the Agylia Care chatbot serves over 500 care workers. Users prefer the fast nature of button options to get the information they need, and the bot can also dissect natural language using its algorithm to understand and differentiate the type of help the care worker needs.
Thanks to care worker feedback and use, Ubisend is adding more topics and in-chat media and FAQs.
It turns out AI isn’t taking our jobs — it’s actually giving customer service professionals much-needed relief. If your business receives more chats than your agents can handle in a day, then chatbots can be a huge help.
Stadtwerke Düren experienced this firsthand. The energy service provider was already using Userlike's messaging software but approached OMQ about expanding their service with a chatbot to relieve their customer service agents.
It only took a few hours for the OMQ chatbot, also known as NorBot, to be integrated and it was fully operational from then on. Currently, their resolution rate is 55%, which means more than half of questions are automatically answered.
NorBot helps customers on their website as well as via WhatsApp and Facebook Messenger. Inquiries are answered using the OMQ knowledge database, which service agents help maintain when new questions arise.
At the end of the year, Stadtwerke Düren sets its company apart by offering immediate help during this peak inquiry time. For example, their chatbot helps customers with questions about their water meter readings and billing with prompt, reliable answers.
Even the largest companies with massive call centers frequently put their customers on hold. If you’re in a competitive industry, you risk losing your customers to businesses that offer more digital support options.
This is exactly what Bradesco, a Brazilian bank, feared when customers complained about long waiting times to their central office. Together with IBM Watson, they created a chatbot that was trained in Portuguese and understands more than 10,000 customer questions.
Within 10 months, the chatbot could answer questions with 96% accuracy. Once deployed, it reduced waiting times from an average of 10 minutes to just a few seconds. Ten million interactions later, it is now trained on 62 products and answers 283,000 questions a month with 95% accuracy.
In return, agents can focus on having more “enriching interactions” with clients while their chatbot handles FAQs and other relatively simple requests.
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Sometimes there is a disconnect between a brand and their customers online. When you shop in-store, you get an impression of the company’s overall attitude toward its customers through their sales assistants. This isn’t always the case with online shopping.
At Sephora, where you can expect immediate help with their products, the company wanted to replicate that in-store feeling on their website in South East Asia. They observed what customers searched for most and translated this into an omnichannel customer service approach.
They offer a WhatsApp chatbot, which provides personalized consultations, the option to reserve products in-store for pickup and answers questions about availability and returns.
The chatbot earns the company 30k in revenue every month. Within a year, there were 6,000 Singapore bot users and 3,000 Malaysia bot users for a total of 250,000 sessions.
Self-service empowers customers. They get to know your product better by fixing issues themselves, which improves your brand image and cuts service costs.
Enterprise software solution provider Kofax wanted to help customers find the right resources for their specific needs. Because of that, they created a knowledge base chatbot using Cognigy to create map flows of a typical customer journey. It uses natural language understanding to make better recommendations and really learn about what customers search for.
Today, their chatbot has an 80% success rate where a user completed a session and did not need to forward the chat to an agent. Their bot’s high intent recognition has also resulted in fewer tickets and an overall boost in customer satisfaction.
Provide instant help and earn valuable leads with Userlike’s AI Automation Hub
Are you seriously considering a chatbot for your business? Do the problems you want to fix mirror the ones of the case studies in this post?
Our AI Automation Hub provides AI features, such as an AI Chatbot, Smart FAQ and Contact Form Suggestions that are all connected to a central knowledge base.
The AI Chatbot learns from its conversations over time to improve the quality of its answers and grow your knowledge base. It’s a powerful first line of contact for your customers since it can take over repetitive tasks from your agents, such as creating tickets, finding lost packages and giving product suggestions, just to name a few.