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12 chatbot examples and use cases in different industries (2025)
12 chatbot examples and use cases in different industries (2025)
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The robots are coming — actually, they’re already here. That’s right, we’re talking about artificial intelligence (AI) chatbots.
Chatbots are becoming increasingly common across different industries, with this technology seeing a 45% year-on-year increase in usage back in 2021. And, as the AI hype continues, we likely won’t see chatbots disappear anytime soon.
Think that means frustrating interactions and clunky customer experiences? You’d be surprised. Chatbot technology has come a long way. Today, streamlining your support operations doesn’t mean sacrificing your customer satisfaction.
Let’s take a look at a few different types of chatbots — along with some real-world chatbot examples and use cases — that show how these tools are delivering smoother, faster, and more helpful experiences.
How chatbots are improving customer support
You’re far too familiar with the stiff, robotic, and rule-based chatbots of a few years ago. But today’s AI-powered chatbots combine machine learning, natural language processing (NLP), and conversational AI.
That means they aren’t just participating in scripted back-and-forth exchanges. They can have dynamic interactions and even resolve complex issues that would’ve previously needed to be escalated to your human agents.
This means chatbots are a cost-effective way to support (rather than sabotage) your customer experience by:
- Reducing wait times: Forget long response times. Chatbots can answer questions and get back to your customers immediately.
- Offering 24/7 support: You want to offer support around the clock — but you don’t want to staff for it. Chatbots are always on and ready to help, so you can give your customers the information they need right when they need it.
- Providing multilingual support: Have a global customer base? Chatbots can help your customers in their preferred languages, without you needing to staff more live agents.
- Increasing agent productivity: Chatbots and automation offload a lot of repetitive tasks and interactions from your agents’ plates, so they have more time and energy to focus on sensitive or complex interactions. For example, using Assembled Assist, Honeylove’s power users increased solves per hour by 54%.
And while customer-facing chatbots have made strides, AI technology can also be used directly by your customer support team in the form of an AI agent or agent copilot. These virtual assistants can pre-draft responses, make tailored suggestions, and surface relevant information in real-time to help your support agents deliver personalized experiences and top-notch service.
There’s no shortage of benefits. But customers? They’re admittedly still a little wary of customer service chatbots. According to a recent Gartner survey, 64% of customers would prefer that companies didn’t use AI for customer service.
The tide is turning, though. 80% of customers who have recently interacted with a chatbot say the experience was generally positive. And, an increasing number of customers (particularly in younger generations) are citing chatbots as their preferred communication method for customer service.
12 real-world chatbot use cases and examples
Now comes the big question: How can you use an AI-powered chatbot to streamline your support operations?
There’s nothing that’s more enlightening (or inspiring) than an example. So, let’s take a look at some common, real-world chatbot use cases and examples that clearly show how powerful and adaptable chatbot technology is.
1. Customer support assistance
Let’s start with the most obvious and general use case first. Chatbots are great at handling common customer queries and repetitive tasks. Think things like:
- Processing returns
- Checking order status
- Tracking shipping
- Resetting passwords
- Checking an account balance
- Answering FAQs
Modern solutions are not only great at handling these straightforward customer interactions, but also recognizing when escalation is required — meaning they handle a proactive push to a human agent, rather than giving a customer the runaround before they’re finally connected to a real person.
All of this frees your human agents up to focus on more complex, nuanced, and high-value customer interactions.
Chatbot example
Home decor and furniture brand, Lulu and Georgia, uses Assembled Assist to automate routine customer interactions. Website visitors can click “Help” to open a chatbot directly on the website.
The bot can answer questions about a variety of topics. And, customers can press “get in touch” at any time to be connected to a human agent.
This chatbot has a dramatic impact on the support team’s productivity and the customer journey. After implementing Assembled Assist, Lulu and Georgia saw a 22% decrease in first response time (FRT), and first assignment to solution decreased by 18% over nine months.
2. Lead generation and qualification
While a chatbot that helps your existing customers is likely the first use case to spring to mind, this technology can be just as helpful for engaging potential customers.
In terms of lead generation, it’s helpful to place chatbots on high-traffic website pages to proactively engage visitors. There, they can:
- Offer content (guides, templates, calculators) in exchange for contact information
- Promote special offers or discounts to incentivize visitors to share their details
- Schedule demos or consultations directly through the chatbot interface
- Capture visitor information even when sales teams are unavailable
And chatbots don’t just generate leads — they can qualify them too by:
- Asking targeted questions to assess visitor needs and pain points
- Scoring leads based on predetermined criteria (budget, authority, need, timeline)
- Routing high-potential leads to the sales team for immediate follow-up
- Nurturing early-stage leads with relevant information
- Collecting data to help sales teams prepare for personalized conversations or the marketing team create more personalized marketing campaigns
Chatbot example
The popular CRM platform, HubSpot, uses a chatbot directly on its website to offer proactive advice, training resources, and other opportunities to learn more about the platform. Any customer engagement with this chatbot gets routed directly to the sales team for follow-up.
3. Ecommerce personal shopping assistant
An ecommerce chatbot can create personalized shopping experiences for people who are browsing and purchasing online — much like a friendly retail worker would do if you were shopping in-store. These chatbots can:
- Provide tailored product recommendations: By analyzing previous purchases, browsing history, and preferences, the chatbot can recommend relevant products that are a perfect match for customer needs.
- Make upsells and cross-sells: If and when a customer chooses a product, the chatbot can intelligently recommend related products or upgrades. For example, if someone adds a camera to their cart, the chatbot might suggest memory cards or a case.
- Offer style guides and customizations: Chatbots can even act as digital stylists and provide visualizations of how products work together, offer styling tips based on current trends, or create virtual outfits or room designs.
An ecommerce chatbot might not be knocking on the dressing room door and offering to get you something in a different size — but it’s an undeniably helpful self-service option that improves the user experience when shopping online.
Chatbot example
IKEA launched an AI-powered assistant built using ChatGPT and available through the OpenAI GPT Store. Customers can ask for personalized decor and furniture recommendations or talk about their specific needs. Then, the assistant will provide inspiration photos and even curate specific products based on that inspiration.
4. Appointment scheduling and reminders
From service-based businesses to healthcare, chatbots can also streamline scheduling appointments (along with canceling them, rescheduling them, or sending appointment reminders and nudges).
These chatbots use APIs to connect to popular calendar systems like Google Calendar, Microsoft Outlook, or industry-specific scheduling software.
The chatbot will offer available time slots based on real-time calendar availability, and then users can select their preferred date and time through the conversational interface. The system will confirm the appointment, block the time on the calendar, and send automatic reminders and notifications ahead of the appointment time.
Beyond scheduling appointments, the chatbot can also gather relevant information ahead of the appointment through basic questions or simple quizzes (like the reason for the visit and any specific needs). Those inputs help everybody show up prepared.
Chatbot example
Lululemon’s virtual assistant makes it easy to schedule appointments with in-store stylists for personalized shopping experiences. While the appointment scheduling itself doesn’t happen directly in the chat interface, the chatbot recognizes when a visitor wants to schedule and immediately refers them to the online booking tool.
5. Feedback collection and surveys
You know customer feedback is valuable, but collecting it can be a pain — for both your support agents and your customers.
Chatbots take the hassles out of the traditional feedback process by replacing rigid surveys with dynamic, conversational interactions. Rather than being bombarded with a wall of questions, users interact with a conversational agent that responds to their inputs in real-time.
These chatbots are capable of:
- Adaptive questioning: Instead of sticking with a predetermined (and oftentimes problematic) path, chatbots can adjust follow-up questions based on previous responses. For example, if a customer mentions an issue with delivery, the chatbot can immediately dig deeper into that concern rather than asking irrelevant questions.
- Real-time clarification: When customer feedback is ambiguous, chatbots can ask for clarification so you can get more valuable insights.
- Providing a seamless experience: Feedback is collected within the same interface where customers are already engaging, which means you don’t add bloat to your workflows by pushing them to external links and survey providers.
- Creating a personal feel: The conversational tone of chatbots feels far more personal and human than the generic and copy-paste feel of typical surveys.
Chatbot example
Domino's Pizza uses a chatbot named DOM that not only helps customers place orders but also collects feedback about their dining experience. After a delivery is completed, DOM sends a message asking how the experience was. Rather than directing customers to a traditional survey, the chatbot engages them in a conversational flow and asks about food quality, delivery time, and overall satisfaction.
This chatbot also adapts based on customer responses. For example, if a customer mentions that their pizza was cold, the chatbot will dig deeper with specific questions about that issue.
6. Employee onboarding and internal support
While most people immediately think of chatbots for customer-facing use cases in a contact center, they can be just as helpful for your internal team — particularly when it comes to employee onboarding or answering common questions. Chatbots can help with:
- Finding documents and information: Chatbots can instantly direct new employees to relevant documents, training materials, and other resources. Rather than searching through endless folders or intranet sites, employees can simply ask questions like, “How do I set up my benefits?”
- Clarifying policies and processes: New hires often have similar questions about company policies, procedures, and expectations. Chatbots can provide immediate and consistent answers about work hours, dress code, time-off requests, or technology use guidelines.
- Creating personalized onboarding checklists: Chatbots can create and maintain customized onboarding checklists based on the employee's role, department, and experience level. They can send automatic reminders about upcoming tasks, track progress, and celebrate milestones.
Chatbot example
Unilever created an employee-facing chatbot named Una that acted as a personal assistant for employees — whether they were brand new to the company or had been on staff for a while. The chatbot handled a variety of tasks, such as answering questions about benefits or even providing reminders to managers when new employees were starting or arriving. An impressive 85% of employees said they were satisfied with the help the chatbot provided.
7. Order and delivery management
Gone are the days when you’d have to wonder when a package would show up on your doorstep. Today, companies offer detailed tracking along with chatbots that can provide delivery updates and real-time support.
With these chatbots, customers can send a message and get instant updates on their orders — from confirmation to shipping to delivery. Some chatbots can even provide proactive notifications about tracking numbers, estimated delivery times, or unexpected delays.
Businesses are using these chatbots in a variety of different ways, including:
- Providing real-time order tracking and status updates
- Sending shipping notifications and estimated arrival times
- Alerting customers immediately about delays or changes
- Offering self-service options to reschedule deliveries or update addresses
- Handling common delivery-related questions automatically
Put simply, chatbots streamline communication related to orders and deliveries. This improves the customer experience while also freeing up human agents to focus on more complex customer needs.
Chatbot example
It’s hard to talk about effective order and delivery management without mentioning Amazon. Through its mobile app and website chatbot, Amazon allows customers to track packages, get updates on delivery time, and quickly handle issues like missing or delayed shipments. The chatbot can also help reschedule deliveries or initiate returns without involving a human agent.
8. Customer education and onboarding
While conversion rates are important, you also pay close attention to your customer retention. And, customers are more likely to stick around when you effectively get them up to speed on your products and services.
That doesn’t need to hinge on long manuals and overwhelming FAQ pages. Instead, chatbots can deliver interactive, bite-sized guidance right when your customer needs it. Whether it’s walking a new user through setup steps, explaining key features, or answering common technical questions, chatbots make customer onboarding faster, easier, and more engaging. Chatbots can:
- Offer guided product tours and step-by-step tutorials
- Answer FAQs in a friendly and conversational tone
- Provide troubleshooting tips and technical support for common issues
- Recommend next steps based on where a customer is in their journey
- Collect feedback on the onboarding experience to improve it over time
You don’t want to throw your new customers to the wolves. A chatbot can optimize your onboarding and education to help your customers feel more confident (and, as a result, more enthusiastic and loyal).
Chatbot example
Project management tool, Asana, offers Smart Chat — a chatbot-style assistant directly inside the platform. When someone first signs up, they can ask the chatbot all of their questions about Asana — like how to use key features or set up their first project. As they get up and running, the chatbot can also answer questions about specific tasks or projects, or even take immediate action like creating new tasks or adding comments.
9. Event management
Chatbots are also securing a spot in streamlining event management — from when someone signs up and all the way up to the event itself. These chatbots can handle registrations, send confirmations and reminders, and provide real-time updates during the event. Common use cases include:
- Managing event sign-ups and collecting attendee information
- Sending automated confirmations, reminders, and calendar invites
- Providing real-time event updates, such as session start times or venue changes
- Answering common event FAQs (e.g., parking, dress code, Wi-Fi access)
- Gathering attendee feedback during or after the event
Event attendees get quick, self-service support through an easy chat interface, creating a more engaging experience while also reducing manual work for event organizers.
Chatbot example
Technology festival, South by Southwest (SXSW), launched a chatbot named Abby that could be accessed via Facebook Messenger or the SXSW mobile app. Event attendees could ask Abby questions about anything at SXSW — like where to pick up their badges or the event schedule — and get instant answers.
10. Crisis management and notifications
Timely communication always matters — but especially during unexpected events, crises, and emergencies. Chatbots can deliver real-time automated notifications to customers during outages or other disruptions so they can get the information they need right away.
Whether they share status updates, estimated resolution times, or safety procedures, chatbots prevent confusion while also managing the volume of support tickets or phone calls that would otherwise inundate your human support agents. These chatbots can:
- Send immediate alerts about service outages or delays
- Provide regular updates on the status of the issue
- Guide customers through troubleshooting steps or contingency plans
- Offer alternatives, such as rescheduling or rerouting, during disruptions
- Collect and track customer feedback during and after the crisis
Customers don’t want to be left in the dark. A chatbot provides the clear communication they need and deserve, without spreading your support team thin during an already stressful situation.
Chatbot example
The American Red Cross offers a chatbot named Clara that helps disaster survivors access the resources and essential information they need. Whether they’re looking for shelter locations or need financial help after an emergency, Clara is there to help in both English and Spanish.
11. Healthcare assistance
Chatbots have gained more prevalence in certain industries over others — with real estate and retail often leading the pack. However, healthcare is another area where chatbot use is on the rise.
Healthcare chatbots improve accessibility and efficiency for both patients and providers by handling any or all of the following:
- Appointment scheduling: Helping patients book, reschedule, or cancel appointments without needing to call or visit a clinic.
- Reminders: Sending automated reminders for upcoming appointments, vaccinations, or medication doses.
- Symptom checkers: Asking patients a series of questions to evaluate their symptoms and provide preliminary advice or recommend when to see a healthcare professional.
- General health queries: Answering general health questions, offering information on common conditions, or directing patients to the appropriate care channels.
- Customer support: Assisting patients with basic customer support tasks like checking their account balance or resetting their password for their patient portal.
When a customer has a question about their health, they don’t want to wait. Chatbots in healthcare streamline your processes while also providing quick, accessible support around the clock.
Chatbot example
Ada Health offers a chatbot that providers can use for personalized health assessment. Users answer a series of questions about their symptoms. The chatbot will analyze their answers and then give an overview of potential causes and recommendations for next steps — such as seeing a doctor or visiting an emergency room.
12. Travel assistance
There’s nothing better than smooth travel, and chatbots are helping to make that happen by offering support for things like:
- Booking assistance: Helping travelers search for flights, book tickets, or make hotel reservations based on preferences and budgets.
- Itinerary creation: Assisting with organizing trips by generating personalized itineraries, including flights, accommodations, and activity suggestions.
- Real-time updates: Providing notifications about flight delays, gate changes, or cancellations to ensure travelers stay informed throughout their journey.
- Local recommendations: Offering suggestions for restaurants, tourist attractions, or transportation options in the destination city.
Travel can be stressful. So, offering customers immediate, always-on answers improves their experience — and keeps them coming back.
Chatbot example
Expedia integrates a chatbot directly into its app that helps customers book flights, hotels, and car rentals. The chatbot can also provide personalized recommendations based on user preferences and past travel history. Plus, it can send real-time notifications about booking confirmations, cancellations, or changes to itineraries.
Use conversational AI and automation to build smarter workflows with Assembled
The robots aren’t coming — they’re already here. But that can mean good news for your support team and your customers, provided you’re ready to use the power of chatbots to your advantage.
Whether you're a fast-scaling startup or an established enterprise, Assembled’s AI tools are built to flex with your needs across channels, teams, and customer touchpoints.
With Assembled Assist Omnichannel AI Agent, you can offer automated support across chat, email, and voice. And, with Agent Copilot, your human agents get drafted replies, tailored suggestions, and the resources they need to do their best work.
Put simply, robots don’t need to be a risk to your customers or your support team. With the right platform, the robots are a resource.
Ready for enterprise-grade AI support without all of the complexity? Assembled can help you scale smarter. View a demo to see how it works.
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