Are chatbots appropriate for your industry?
Despite their wide-reaching potential, chatbots might not be the ultimate solution for every industry. They do have the potential to elevate any business, but there can be situations where a greater human element is required. Using chatbots in the right way is imperative to unlocking their true benefits for your business, so knowing when and where to use them is key.
Chatbots for telemedicine
A study on the accuracy of AI chatbots in telemedicine showed that the average accuracy of four different chatbots ranged from 66% to 86% when diagnosing medical conditions. While 86% is a good success rate, any failure in the medical industry could be disastrous.
Sensitivity is also an important factor for medicine and related industries. A human touch is often required, and a chatbot could result in a negative customer experience in industries such as medical, funeral homes, or psychiatric care.
Chatbots for B2B
Generally, B2B businesses are slower to adopt new technology. This is due to the cost and complexity of implementing tech into their existing systems. New features must be rigorously tested to ensure there won’t be any integration issues, that all regulations will be complied with, and that staff are appropriately trained to understand the new system.
Chatbots for retail
Retail is one of the most ideal industries in which to use chatbots. Customer queries in this field tend to be quite formulaic, meaning that responses can be tailored well in advance. This can then be integrated with resolution measures like refunds and coupons, or it can direct users to human operators for further support on complex issues.
Explore other ways the retail industry can benefit from new technologies >
Chatbots for e-commerce
When you’re thinking about digital industries, e-commerce will probably be the first thing that comes to mind. As such, they’re in a great position to benefit from the digital technology of chatbots. Everything from managing orders to responding to user queries on delivery times or concerns on order quality/fulfilment can be easily managed with an automated AI solution.
Chatbots for banking & finance
Banking and finance are great areas for chatbots, with major banks already utilising them to help direct users to the right area for support. However, regulatory considerations must be met as user data in this area is protected and important. Chatbots are a great way to help with the support services involved in banking, but the actual banking processes might be better left to humans.
Find out more about the role of AI in banking and finance >