10 Best Chatbots For Customer Service
10 Best Chatbots For Customer Service
The quest for superior customer service has led companies worldwide to embrace chatbot technology. But what separates the best chatbots from the mediocre ones?
This article aims to answer that question by showcasing exceptional chatbot implementations across industries and regions.
Our analysis covers a range of chatbot implementations, from website integrations to WhatsApp bots and omnichannel solutions.
Instead of having a 200+ support team on cellphones and computers handling a blizzard of calls and emails, a chatbot allows you to engage customers with a skeletal crew of reps.
By dissecting these success stories, we reveal the key features and strategies that set the best chatbots apart. Let’s dive in!
In this article, we will talk about the 10 best chatbot examples to improve customer service.
What Are Chatbots for Customer Service?
Chatbots are computer programs, which can either be rule-based to perform defined tasks, or powered by AI or ML to replicate human conversation using text or speech. They usually communicate on behalf of a company and/or brand and are used as an alternative to human interaction like emails or calls.
Different chatbots operate differently based on the systems upon which they’re built, much like cars would. Here’s a quick guide on how you can implement a website chatbot with Verloop.io!
How Do the Best Chatbots for Customer Service Work?
Before we get into the best chatbot examples, let’s first understand how they work. At their core, chatbots work using NLP, NLU, and NLG (Natural Language Processing, Understanding, and Generation.) Chatbots usually function using one of the following three methods.
1. Keyword Detection
The bot picks up on ‘keywords’ in messages and assigns each of them with an ‘intent’. If for example, you say, “I want to buy shoes”, the bot picks up the words “buy” and “shoes” and throws out an appropriate response.
2. Phrase Detection
In a predefined database, the bot will try to detect the phrase given to it with those contained in the system.
3. Context Detection
Context detection involves using previous messages to shape future responses. If you say, “Do you sell shoes?”, and follow up with, “Do you sell those in blue?”, the bot should be able to display blue shoes without following up.
Certain chatbots are just better designed than others. They provide better support, in less time and with a quicker turnaround. Read: 5 Ways To Make Your Chatbot More Contextually Intelligent
Here are some chatbot examples of customer service that are doing really well today.
Top 10 Best Chatbot Examples For Customer Service
Some chatbots are making a name for themselves in the market, simply because they are great at what they do.
Let’s delve into some of the best chatbot examples from different regions and industries:
1. Abu Dhabi Islamic Bank (ADIB): Best Chatbot in UAE
Abu Dhabi Islamic Bank (ADIB), creator of the best chatbot in UAE, has revolutionised banking in the Middle East with its innovative ChatBanking service.
As a tech pioneer in the region’s financial sector, ADIB understands the key to exceptional banking experiences.
They’ve launched a groundbreaking suite of services powered entirely by multilingual chatbots, setting a new standard for customer interaction in the industry. This innovative solution has led to:
- A 20% reduction in call centre volume
- 80% of queries resolved through ChatBanking
- Over 150,000 chats handled per month
- Support for 17+ dialects in Arabic and English
- An impressive 80%+ chatbot accuracy rate
The chatbot’s advanced natural language processing (NLP) and natural language understanding (NLU) capabilities allow it to recognise multiple Arabic dialects and English, providing personalised conversations and responses in Emirati Arabic, classic Arabic, and English.
2. GlobeMed: Best Chatbot in Egypt
GlobeMed, a pioneering organisation in the MENA region’s insurance industry, has implemented one of the best chatbots in Egypt.
Their multilingual WhatsApp chatbot has significantly improved customer support operations, resulting in:
- A 70% positive Customer Satisfaction (CSAT) score
- An 84% improvement in First Response Time
- 67% of users returning to use the chatbot
The chatbot is fluent in both English and Arabic and caters to Egypt’s diverse population, ensuring seamless communication for all users.
This linguistic versatility and comprehensive knowledge base allow the chatbot to handle a wide range of queries, from provider network information to claim submissions and complaint registrations.
3. Flyin: Best chatbot in Saudi Arabia
Flyin, a major player in the Middle East and North African (MENA) region’s travel industry, has deployed one of the best chatbots in Saudi Arabia. Their website chatbot has enhanced their customer support, leading to dramatic improvements in response times and overall efficiency.
Fady Jabrah, Customer Experience Manager at Flyin, highlights the transformative impact:
“Of course, the first response time has improved. So has the handling time for chats. I also have more visibility on all interactions between agents and customers. This allows me to control agent bandwidth, in terms of the number of chats. I have more data for everything customer-related, so that helps us a lot.”
This testimonial underscores the chatbot’s success in:
- Reducing first response time from 30-40 minutes to a mere 17-20 seconds
- Decreasing average response time to under 40 seconds
- Slashing support ticket resolution time from hours or days to just 32 minutes
The chatbot’s multilingual capabilities, supporting both Arabic and English, have been crucial in serving Flyin’s diverse customer base across multiple countries.
4. Unilabs: Best Website Chatbot
Unilabs, a leading international provider of diagnostic services, implemented a website chatbot that has significantly improved their customer support:
- It achieved an outstanding 91.5% Customer Satisfaction (CSAT) score, reflecting high patient approval
- It slashed first response times, ensuring patients receive immediate attention
- It handles over 69% of queries without human intervention, freeing up staff for more complex tasks
By automating routine inquiries and delivering instant, accurate information, Unilabs’ chatbot has enhanced patient experience and optimised operational efficiency.
This improvement is particularly crucial in healthcare, where reduced wait times and improved information access directly impact patient outcomes.
5. Bewakoof: Best e-Commerce Chatbot
Bewakoof, a trendsetting Indian lifestyle fashion brand, has redefined e-commerce customer service with its innovative website chatbot. Known for its quirky designs and youth-centric approach, Bewakoof has extended its creativity to customer support, implementing one of the best chatbots in the Indian e-Commerce sector.
Jibin C, Senior Quality Analyst at Bewakoof, emphasises the chatbot’s impact: “Coupled with its real-time reporting, impeccable uptime, and user-friendly interface, the chatbot has helped us scale our customer service.”
The chatbot’s performance speaks volumes:
- It efficiently resolves an impressive average of 55,000 queries per month
- It has slashed the first response time to a mere 0.1 minutes
- It boasts a remarkable 98% bot deflection rate
Handling a wide array of post-sales queries, from order tracking to cancellations and refunds, the chatbot significantly reduces the load on human agents. This automation allows Bewakoof’s team to focus on more complex customer needs, enhancing overall service quality.
6. RISE: Best WhatsApp Chatbot
RISE, South Africa’s leading fund administration and investment management company, faced a significant challenge in managing high volumes of member inquiries.
With thousands of monthly calls about fund information, claim statuses, and payment tracking, RISE’s customer service team was overwhelmed, leading to delays and member dissatisfaction.
To address this, RISE implemented a sophisticated WhatsApp chatbot. This choice of platform was strategic, leveraging WhatsApp’s popularity and ease of use to meet members where they already were.
The impact of this implementation was remarkable:
- Overall Customer Satisfaction (CSAT) score increased by 65%
- The chatbot now handles over 11,000 incoming chats
- An impressive 89.69% of chats are automated monthly
The chatbot provides instant answers to fund-related queries, claim status checks, and payment tracking, significantly improving member experiences.
7. WheelsEye: Best In-App Chatbot
Similar to RISE, WheelsEye, a pioneering logistics-tech startup in India, faced a monumental challenge in managing a high volume of support queries.
With a staggering 5,000 to 5,500 daily support calls, their team of 120 agents was stretched thin, each handling an overwhelming 55 to 60 calls/ day. This volume strained their operational capacity and risked compromising service quality.
To tackle this, WheelsEye implemented one of the best chatbots in the logistics sector – an innovative in-app AI assistant that: :
- Reduced support calls from 5,000-5,500 to 600-700 chats daily
- Improved agent efficiency from handling 60 calls to 70-75 queries
- Achieved a 30% bot deflection rate
- Reduced first response time to just 6 seconds
The bilingual chatbot (English and Hindi) efficiently handles queries related to GPS and Fastag functionalities, directing complex issues to the appropriate departmental agents.
8. Astral Bathware: Best Omnichannel Chatbot
Astral Bathware, a division of Astral Limited, is a leading manufacturer of high-quality bathroom and kitchen fixtures in India. Known for their innovative designs and superior craftsmanship, Astral has built a reputation for excellence in the home improvement sector.
In a bold move to enhance its customer service capabilities, Astral Bathware recently launched a Unified Cloud-Based Automated Customer Support system.
The new system integrates advanced AI technology across multiple platforms, including Astral’s website, WhatsApp, Facebook, and Instagram.
This omnichannel approach ensures that customers can reach out for support through their preferred method of communication, receiving consistent and efficient service regardless of the platform they choose.
Key features of Astral’s new customer support system include:
- Multilingual support in English and Hindi
- Round-the-clock customer assistance
- Ability to handle a wide range of inquiries, from product information to dealership queries
- Centralised data management for consistent and accurate responses
9. Nykaa: Best Chatbot in India
Nykaa, India’s leading beauty and fashion e-commerce platform, has set a new benchmark in customer service with its innovative AI-powered live chat solution.
As a digital-first company valued at $1.2 billion, Nykaa understands the critical role of seamless customer support in driving growth and loyalty in the competitive online retail space.
Recognizing that customers prefer self-service options over waiting for agent assistance, Nykaa partnered with a conversational AI platform to automate key aspects of their customer support.
This strategic move:
- Increased customer engagement by approximately 2.2 times
- Achieved a 64.21% bot deflection rate
- Handled over 6 million total chats
The chatbot has significantly reduced the workload on customer service executives, clearing more queries with deeper context and improving post-purchase satisfaction.
10. Thrillark: Best Travel Chatbot
Thrillark is a leading tourism company in the Middle East. Specializing in curating unique travel experiences, Thrillark faced the challenge of managing high volumes of time-sensitive customer inquiries efficiently.
To address this, the company implemented a comprehensive omnichannel chatbot across their website, WhatsApp, Facebook, and Instagram platforms. This AI-driven solution has dramatically improved their customer support operations:
- Reduced call volume from 100 to just 20 daily, despite handling 100,000 – 200,000 sales per day
- Decreased Average First Response Time by an impressive 80.9%
- Increased recurring users by 43.2%, indicating high customer satisfaction
- Achieved a bot deflection rate of 57.7%, with bots handling the majority of conversations
The chatbot’s FAQ feature efficiently resolves most queries, providing instant support to customers at every stage of their journey – from trip planning to in-transit assistance. This 24/7 availability ensures travellers receive immediate responses to their queries, enhancing overall satisfaction.
The Future of Customer Service
As we’ve seen from these examples, the best chatbots are transforming customer service across industries and regions. From the best chatbot in UAE to the best website chatbot examples, these AI-powered assistants are setting new standards in customer engagement, operational efficiency, and user satisfaction.
Key benefits of implementing the best chatbots include:
- 24/7 availability, ensuring round-the-clock customer support
- Multilingual capabilities, catering to diverse customer bases
- Reduced response times, leading to improved customer satisfaction
- Increased efficiency, allowing human agents to focus on complex issues
- Scalability, handling high volumes of queries simultaneously
- Consistent service quality, eliminating human errors and mood fluctuations
- Data collection and analysis, providing valuable insights for business improvement
As AI technology continues to advance, we can expect even more sophisticated and capable chatbots in the future, further revolutionising the customer service landscape.
Are you ready to revolutionise your customer service with a state-of-the-art chatbot solution? Verloop.io offers cutting-edge conversational AI technology that can transform your customer interactions. Schedule a demo today and discover how our chatbots can elevate your customer service to new heights.
