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AI chatbots may resemble their old, less-intelligent predecessors, but appearances are where the similarities end<\/a>. Rather than operating off of a narrow (and often unhelpful) script, AI chatbots use natural language processing (NLP) to offer nuanced responses to complicated questions.<\/p>\n At my company, Jotform, we\u2019ve been going full steam ahead on our AI-powered chatbots and have discovered a slew of interesting ways they can help us serve our customers better. While we initially assumed most users would rely on them for customer support, the data has actually revealed several other uses we didn\u2019t expect. Let\u2019s dig into them.<\/p>\n Customer Service<\/p>\n As mentioned above, customer support is the marquee offering of AI chatbots, and it\u2019s worth talking about. Customers have come to expect lightning-fast response times at every hour. The chatbots of old may not have slept, but they also weren\u2019t very helpful. How many times have you painstakingly typed a question into the input field, only to be met with a series of canned, useless responses that did nothing to resolve your query?<\/p>\n Today\u2019s chatbots, in contrast, can engage in meaningful, multi-turn conversations\u2014answering complex questions, handling follow-ups, and even escalating issues when necessary. They don\u2019t just regurgitate a fixed script; they respond based on the user\u2019s actual needs.<\/p>\n Anyone running a business should instantly see the value of having an automated support staff of highly capable chatbots. Take the media hosting service Photobucket<\/a>, for example: After implementing their customer service-based AI agents, the company has seen a three percent increase in customer satisfaction and a 17 percent improvement in first resolution times. That means fewer frustrated customers and fewer support tickets passed on to human staff.<\/p>\n Lead Generation<\/p>\n With AI chatbots, businesses no longer have to wait for users to start a conversation. Instead, they\u2019re able to capture the information up front\u2014sometimes before the user even makes the first move.<\/p>\n We noticed this trend especially when analyzing AI agents embedded on websites. Instead of passively waiting to respond, many bots kick things off with a question like: \u201cCan I get your email in case we get disconnected?\u201d It\u2019s a soft, helpful ask, but it\u2019s also a strategic one. In the course of chatting with a customer, chatbots can also collect useful information like pages visited, geolocation, and preferences.<\/p>\n Lots of entrepreneurs are getting wise to this inventive use of their embedded chatbots. One poster on the EntrepreneurRideAlong subreddit commented<\/a> that they\u2019re \u201cgetting way more leads through the chatbot than we ever did with static forms.\u201d<\/p>\n \u201cMy theory is that chat feels more immediate and interactive to visitors,\u201d they added. \u201cThey’re more likely to engage, whereas with a form they might think \u2018they probably won’t get back to me for a while\u2019 and just bounce.\u201d<\/p>\n Our data has led us to the same conclusion. Even better, chatbots can then pass along this valuable data to marketing teams, who can use it to identify trends and consumer insights they may not have had before.<\/p>\n New Ways To Search<\/p>\n