35 Best Chatbot Use Cases For Different Industries

Most people only know 2–3 common chatbot use cases.

Answer FAQs. Capture leads. Book meetings.

But that’s a narrow view of what chatbots can actually do today.

We’ve seen businesses achieve 1960% ROI from chatbots. Which happened because they implemented chatbots for the right use cases for their industry.

If you’re not sure how a chatbot can support your specific use case, then you’re on the right blog.

Below, we’ve shared 35 proven chatbot use cases across industries. They are based on what’s actually working in the market.

TL;DR – Types of Chatbots & Their Use Cases

See… Some bots are built to deflect support tickets while some can be used to qualify leads.

And a few are designed for very specific, industry-heavy workflows.

Below is a quick snapshot of the five most common chatbot categories, along with the use cases they’re best suited for.

Customer Support Use Cases

For most businesses, customer support is where chatbots deliver the fastest and most visible ROI.

Support teams deal with high-volume + repetitive queries every day.

Most of the questions that don’t require human judgment but still consume time. This is exactly where chatbots work best.

A well-designed support chatbot will help you resolve issues end to end.

Here are the most effective customer support chatbot use cases we see across industries.

1. Self-Service FAQs & Tier-1 Support

• Best for: Ecommerce, most B2C businesses, education platforms, healthcare providers, and public services.

• KPIs: Deflection rate, Response time, CSAT

This is the most common entry point for chatbots – and when this is done properly, it delivers the fastest ROI.

This type of chatbot actually reduces user frustration because they get instant answers rather than searching through help docs.

It can handle repetitive questions around products, pricing, or shipping instantly.

The best implementations are even capable of asking follow-up questions to understand intent before responding.

As adoption increases, businesses see fewer incoming tickets, faster response times, and more consistent support experiences (even outside business hours).

Example: I’m sure you’ve heard of Domino’s. Yesss, they have a chatbot on messenger that handles common questions + orders. Users can simply share their preference and then select based on the option chatbot offers. As simple as that.

2. Guided Troubleshooting

• Best for: SaaS, Electronics, ISP/Telecom, utilities, and logistics providers

• KPIs: Deflected tickets, first response time

Some support issues don’t need a human. They just need basic assistance (which even a bot can do).

For that, these chatbots are trained to ask a few smart questions upfront and walk users through common fixes step by step.

This works especially well when there’s some technical setup involved (like in case of SaaS products).

We’ve seen teams use chatbots to resolve login issues, setup problems, and common errors without escalating tickets.

Only edge cases go to human agents, which improves first-contact resolution and keeps support teams focused on what actually needs attention.

Example: Comcast's Xfinity bot walks users through outage fixes, deflecting a majority of calls with step-by-step diagnostics.

3. Billing, Payments, Renewals

• Best for: SaaS, Telecom, Utilities, Fintech, and insurance companies

• KPIs: Billing-related ticket reduction, self-service completion rate

Billing-related queries are some of the most common support requests – and also some of the easiest to automate.

For this use case, customers usually want quick actions. Like downloading an invoice or checking a due amount.

You don’t need a human for that, right?

This is where an AI-powered chatbot fits perfectly. It can handle such tasks end to end.

It can share invoices and or set up renewal reminders (all from a simple conversation).

This use case works especially well for subscription-based businesses and services with recurring payments.

It helps in,

• Reducing support ticket volume

• Improving response time

• Reduces payment delays

Example: Verizon's bot cuts billing tickets by automating due date checks and renewals, freeing agents for complex cases.

Sales Use Cases of Chatbot

Sales teams lose deals for simple reasons.

Like there can be slow response time or missed follow-ups. Which can be because unqualified leads were eating up bandwidth.

That’s where chatbots fit naturally.

A well-designed sales chatbot engages with the prospects in a highly personalized manner.

They can ask the right questions upfront, and route serious leads to the right sales rep without delay.

The goal isn’t to replace sales teams – it’s to make sure they only talk to the leads that actually matter.

Here are the most effective sales chatbot use cases we see across industries.

4. Lead Qualification & Lead Routing

• Best for: SaaS, Real estate, Insurance, Financial services, Service Agencies

• KPIs: SQL rate, conversion rate, lead reactivation, pipeline growth

Not every lead deserves a sales call.

Sales chatbots solve this by asking a few smart questions upfront – company size, use case, budget range, or timeline.

Based on these details, the bot qualifies the leads before they ever reach a rep.

This way, High-intent leads get routed instantly. Low-intent ones get nurtured automatically.

For Example: We’ve seen this in the case of DM Immigration. They had an issue of handling user queries during peak season. Just by implementing a chatbot, they were able to qualify leads and generated around $16 million in sales pipeline.

5. Demo / Consultation / Appointment Booking

• Best for: SaaS, Healthcare, Education, Automotive, Real estate, Manufacturing

• KPIs: Meetings booked, SQLs, pipeline generated

Once a lead is qualified, speed matters.

Instead of going back-and-forth with emails, chatbots let prospects perform certain actions instantly.

For example, if the users want to book demos, the bot can check availability (in real time). Then it can suggest slots and meetings are confirmed on the spot.

This works especially well for businesses with high inbound demand, where even small delays can cost conversions.

For example: One of WotNot’s users – Zydus hospitals – implemented a chatbot on their website. It helped them reduce operations cost and increase appointment booking by 6 times. Which is pretty crazy!!

Imagine the revenue loss if businesses avoid using a chatbot for this use case.

Common Chatbot Use Cases For Marketing

Marketing demands speed and engagement at scale.

That’s where AI-powered chatbots help brands. They engage with the website visitors (in real time) and help them move into the funnel gradually.

This is done when you train the boat to understand the intent and guide users towards the right product.

Honestly, this doesn't feel like marketing at all. Why? Because you are literally helping users in solving their doubts.

Here are some of the chatbot use cases with examples for marketing folks.

6. Personalized product recommendations

• Best for: Ecommerce, Beauty, Fashion, Retail

• KPIs: Conversion rate, average order value (AOV), engagement rate

Most customers don’t want to browse endlessly. They want help picking the right option.

Product recommendation chatbots do exactly that by asking a few simple questions. It then narrows down the best options instantly.

This works especially well for ecommerce brands with large catalogs, where decision fatigue is real.

In such cases, when you add a chatbot on your site, it makes customers feel like they are guided by someone instead of just guessing.

We’ve seen brands use chatbots as personal shopping assistants, increasing engagement time and pushing users toward higher-intent product pages.

The best example: H&M's Kik bot quizzes style preferences and suggests outfits to lift conversions and AOV.

7. Campaign engagement (quizzes, pre-purchase advice)

• Best for: B2C companies, Beauty, Consumer brands

• KPIs: Engagement rate, lead capture rate, time on site

Not every visitor is ready to buy – and that’s okay to be honest.

Why? Because chatbots show their value when they’re used to run interactive campaigns like quizzes, product finders, or pre-purchase advice flows.

These experiences feel more like conversations than campaigns. This is why users actually engage with them.

At the same time, brands can collect first-party data that can be used for retargeting.

If you want to know more about how you can promote your brand with chatbots, then check out our blog on chatbot marketing techniques.

Example: Marc Jacobs' makeup quiz engages users conversationally. This helps in boosting time-on-site over static forms. Plus, it also improves brand recall!!

8. Promotional notifications (WhatsApp, SMS)

• Best for: Ecommerce, D2C brands, Travel, Beauty

• KPIs: Click-through rate (CTR), repeat purchase rate, campaign conversion rate

Promotions work best when they’re timely and relevant.

And for that, chatbots make it easy to send updates. Like if you want to make your users know about new launches or festive offers. That too without blasting generic messages to everyone.

The best part? You can even do it via multiple channels like WhatsApp and SMS.

And since these conversations are two-way, users can explore products and even jump straight into a purchase flow.

Trust me, if you use this correctly, it can become one of the fastest ways to re-engage existing users and drive repeat purchases.

Here’s a very popular example: Starbucks has set up an SMS bot that sends highly personalized offers which has helped them get repeat purchases (via two-way chats).

Useful resource: Check out some trending chatbot marketing strategies that you can try out.

Internal Operations Chatbot Use Cases 

Yepp, chatbots aren’t just for customers.

In fact, some of the highest-ROI chatbot use cases sit inside the organization.

How? Well, it is by helping employees get answers faster and reducing dependency on internal teams like HR, IT, and Ops.

Instead of digging through internal docs or raising tickets for every small request, employees can simply ask a chatbot and move on with their work.

Here are the internal chatbot use cases we see delivering real impact.

9. HR & Employee Self-Service

• Best for: Mid to large enterprises, fast-growing teams

• KPIs: HR ticket reduction, employee satisfaction ( improves NPS), resolution time

HR teams spend a surprising amount of time answering the same questions over and over again.

Leave policies. Holidays. Insurance coverage. Salary slips. Onboarding timelines.

An internal HR chatbot can handle these queries instantly by pulling answers from policy documents and HR systems. Employees get what they need without waiting, and HR teams get their time back.

This becomes especially valuable as teams scale and employee queries increase across locations and time zones.

Example: IBM Watson pulls policies for onboarding/leave queries, reducing HR tickets across global teams.

10. IT Helpdesk & Service Desk Automation

• Best for: Enterprises, IT-heavy organizations

• KPIs: IT ticket deflection rate, first response time

Password resets. VPN access. Software requests. System outages.

These are classic IT helpdesk queries – and prime candidates for automation.

An IT support chatbot can resolve common issues instantly or guide employees through basic troubleshooting steps before escalating to the IT team.

This reduces the ticket volume and helps IT teams focus on complex problems. Also, you won’t have to hire people when team size increases. Which is the best thing about these chatbots (they handle surge very well).

Example: Cisco Webex bot resets passwords/VPN instantly, deflecting routine tickets. Fidelity guides through outages, scaling for team surges.

11. Knowledge Base assistance for Employees

• Best for: Knowledge-driven teams, large organizations

• KPIs: Search success rate, internal query resolution rate

Most companies already have internal documentation.

The problem is: It is not easy to find the answers you need. Especially when you’re in a hurry.

A knowledge base chatbot acts as a single access point for internal information.

Employees can ask questions in plain language and get relevant answers. The bot can pull responses from internal docs, wikis, or SOPs.

So simple!!

This reduces internal interruptions and helps teams move faster without constantly asking each other for help.

Example: Splunk's bot is able to sort queries about wikis/SOPs in a very natural language. Which overall cuts internal search time.

12. Compliance & Security Assistance

• Best for: Regulated industries, enterprises

• KPIs: Compliance query resolution rate, policy adherence

Compliance processes are important. But they’re also confusing for employees.

Chatbots can help by answering questions around everything related to compliance – like data handling, security policies, or internal compliance guidelines.

They can also guide employees through approval workflows or direct them to the right next steps.

This reduces accidental violations and makes compliance easier to follow in day-to-day work.

You can also set up a reporting process inside the chatbot for compliance or security issues.

If something looks off, employees can report it instantly – and the relevant team gets notified without waiting for manual updates or follow-ups.

Example: Again, IBM’s Watson Assistant falls under this use case. It is used to help employees report phishing attacks, understand cybersecurity protocols, and respond to incidents faster, reducing breach risks and compliance delays.

13. Supply Chain & Logistics Management

• Best for: Manufacturing, Logistics, Retail, Supply chain-driven businesses

• KPIs: Operational response time, internal query resolution rate

Operations teams often need quick updates.

But the thing is, these updates are quite simple. They just need to know stuff like order status, shipment tracking, inventory levels, or vendor information.

And of course, chatbots can find this information in no time and reduce the dependency on operations teams for routine updates.

This is especially useful in logistics-heavy industries where real-time visibility matters.

For this use case, there are many chatbots for enterprises that are trained to sort this.

Example: DHL’s digital assistant helps customers track shipments, manage returns, and access delivery documentation across multiple touchpoints, reducing dependency on support staff.