Chatbot – Not just customer assistance

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Chatbot – Not just customer assistance

Artificial intelligence can give these tools enormous potential, making them important allies both for optimizing work and from a marketing perspective
Reading time: 5 minutes

Artificial intelligence is all the rage and its applications (and potential) are appreciated in an ever-increasing number of contexts.

One of these is virtual customer assistance, where the intelligent chatbots, artificial intelligence software designed to simulate human conversation, dominates the field and is increasingly appreciated for its “side” benefits.

In the following lines we will talk about the latter, and how theartificial intelligence at the base of the chatbots make them very useful tools even in contexts other than simple customer support.

Chatbots, in fact, can be exploited for maximize business results because, thanks to their potential in terms of data collection and processing, they provide tools for engagement for potential customers, as well as fundamental information to calibrate the product offering and the methods of providing services.

Applications and Advantages

Chatbots can first of all be integrated into websites, smartphone apps or instant messaging platforms such as Facebook Messenger and WhatsApp.

At first glance, their main use could be recognized as the mere replacement of human assistance personnel, in the often tedious management of some small customer needs.

But that's not all.

Intelligent chatbots can in fact be programmed to perform a great variety of tasks, including certainly answering user questions, but also collecting information and supporting the sale of products or services.

Thanks to their ability to machine learning, and natural language processing, chatbots can also “learn” from every interaction with users and continuously improve their ability to provide useful and relevant answers.

For companies, the main and immediate advantage of using intelligent chatbots is certainly in improving the user experience, providing a immediate and personalized support, even outside company opening hours.

In fact, they can easily manage the customer service workload, answering common questions and simplifying the problem resolution process.

Chatbots can, however, also be used for collect customer information, for example to carry out surveys or collect feedback on the company's products or services.

Thanks to artificial intelligence, chatbots can analyze user responses and provide useful insights into the customer experience.

By creating chatbot messages aimed at interpreting any customer interests, or accompanying them on the path to purchase, excellent opportunities for lead generation, which are often not presented by interactions with "flesh and blood" support workers.

Chatbot for marketing

In recent years, chatbots have become increasingly popular as smarketing tool. Thanks to their ability to interact with customers in a natural and automated way, chatbots can help companies improve customer experience and increase sales.


First, chatbots are computer programs designed to simulate a conversation with a human, often used to answer customer questions or provide product information interactively. 

One of the main advantages of chatbots for marketing is that they can interact with customers 24/7 without the need for a human operator. This means businesses can handle customer inquiries more efficiently and reduce wait times for responses.

Additionally, chatbots can be used for gather information about customers, such as their purchasing preferences and needs. This data can then be used to personalize the customer experience and offer targeted products and services.

There are, however, many other applications of chatbots in the marketing context, such as lead generation, the creation of opinion polls and the management of reservations. 

For example, a lead generation chatbot could collect information from customers interested in a product or service and automatically send a follow-up email. A reservations chatbot, on the other hand, could help customers book an appointment or a reservation at a restaurant or hotel.

Chatbot for customer service

As anticipated, the currently most common use for chatbots is to manage customer requests and questions. In short, act as customer care.

But how do customer service chatbots work and how can they be used effectively by businesses?

Let's start by saying that chatbots are designed to answer customer questions in an interactive and automated way. This means customers can get answers to their questions and solve their problems without having to wait for assistance from a human operator.

Customer service chatbots can be used in different communication channels, such as websites, messaging apps, social media, and even voice assistant devices like Alexa and Google Home. This means that customers can contact the company via the communication channel of their choice, which makes the more accessible and convenient customer service.

One of the main advantages of customer service chatbots is their ability to provide customer support 24/7. This means that customers can get answers to their questions at any time, even after hours. opening of the company.

However, it is important to ensure that the chatbot is able to understand customer questions and provide appropriate answers. This requires careful programming and continuous optimization of the chatbot.

Chatbot for e-commerce

The chatbot fore-commerce are becoming increasingly popular as a tool to improve the online shopping experience. These interactive AI programs can offer customers support, personalized recommendations and assistance with the purchasing process, all in an automated and real-time manner.

The advantage for online retailers lies mainly in the fact that chatbots make the purchasing experience easier, more efficient and more personalized, thus allowing e-commerce to ingratiate itself with the customer and encourage their loyalty.

Ensuring a personalized shopping experience for customers means a lot and chatbots, thanks to artificial intelligence applied to the ability to collect customer data, can prove to be a huge competitive advantage.

For example, a chatbot could recommend products based on customers' previous purchases or their stated interests. This makes the shopping experience more pleasant and increases the likelihood of repeat purchase.

How to create a Chatbot

But how do you create a chatbot for marketing? 

There are several platforms available, such as ManyChat, Chatfuel, and Tars, that allow you to create chatbots without the need for programming knowledge. However, To create an effective chatbot, it's important to understand your customers' needs and carefully plan the purpose of the chatbot. 

Additionally, chatbots need to be continuously tested and optimized to ensure a high-quality experience for customers.

Intelligent chatbots, therefore, are designed by a team of experts in computer science, artificial intelligence and computational linguistics. Designing a chatbot involves several steps, including defining goals, collecting data, and creating artificial intelligence algorithms.

During the development phase, chatbots are tested on a group of users to evaluate their effectiveness and make any improvements. Once the chatbot has been implemented, it is continually being implemented monitored and updated to ensure you provide accurate and relevant answers.

Their design therefore requires specialized skills and the ability to combine artificial intelligence with the understanding of natural language and human psychology.

This is why it is essential to rely on teams of experts like that of Noitech.

Thanks to our consolidated experience, we can design customized solutions equipped with Artificial Intelligence, guaranteeing the creation of useful tools to increase company competitiveness.

Contact us, even just for curiosity or further clarification.

Contact one of our consultants now

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