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In recent years, chatbots have gone from being a tech curiosity to becoming a key tool in customer service and relationship strategies. With advances in artificial intelligence and natural language processing, bots have evolved — and today they can chat, solve problems, and even sell with speed and efficiency.
In this article, we’ll explore how companies are using chatbots, what real benefits this technology brings, the different types of bots available, and the best practices for ensuring a good user experience.
What Are Chatbots?
Chatbots are computer programs that simulate conversations with humans. They can interact via text (on websites, WhatsApp, or social media) or through voice (as in virtual assistants). Some work based on pre-defined rules, while others use artificial intelligence to learn and evolve from their interactions.
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There are two main types of chatbots:
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Rule-based chatbots: follow predefined flows and offer scripted responses. They’re simpler and ideal for objective, repetitive tasks.
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AI-powered chatbots: understand natural language, learn over time, and can handle more complex conversations.
Where Are Chatbots Being Used?
Today, it’s hard to find an industry that hasn’t experimented with chatbots in some way. Let’s look at some of the most common use cases:
1. 24/7 Customer Service
Companies of all sizes are using chatbots to answer frequent questions like: reissuing invoices, order tracking, account updates, or canceling services.
Platforms like WhatsApp Business, Messenger, and embedded chat tools on websites are the most popular channels. The biggest advantage here is non-stop support — customers can get help anytime, including weekends and holidays.
Real example: Nubank, a Brazilian digital bank, uses a chatbot to handle the initial stage of every customer interaction, solving basic issues before handing over to a human agent.
2. Lead Generation and Qualification
Marketing, real estate, and sales companies use bots to start conversations with visitors on websites or social media, collect contact information, and understand what the customer is looking for.
For example, the bot may ask: “What kind of property are you looking for?” or “What’s your budget?” and then send the info to a sales rep.
3. Internal Process Automation
Many companies also use chatbots internally. Employees can interact with bots to:
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Request time off
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Ask questions about their paycheck
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Book a meeting room
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Open a support ticket with the IT department
This saves time, reduces emails, and speeds up internal support operations.
4. E-commerce and Cart Recovery
In e-commerce, chatbots play a crucial role in:
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Helping customers find products
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Answering shipping or return questions
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Offering discounts
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Sending cart abandonment reminders
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Assisting with order tracking
Integrating chatbots with WhatsApp is now common in online stores to resume customer contact and boost sales.
5. Service Scheduling
Health clinics, beauty salons, auto repair shops, and consultants are using bots to schedule appointments. Customers choose the date, time, and service directly through the chat.
No more phone calls or long wait times — the whole process becomes quicker and easier.
Benefits of Chatbots for Businesses
✅ Fast, 24/7 service
✅ Cost reduction
✅ Scalability during high demand
✅ Consistent and standardized responses
✅ Valuable data collection and insights
By automating routine tasks, companies can focus their human agents on more strategic and complex interactions.
Key Best Practices When Implementing a Chatbot
Even though chatbots bring many advantages, their setup must be done carefully. A poorly implemented bot can frustrate users. Here are essential tips:
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Be transparent: Let users know they are talking to a bot.
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Always offer the option to talk to a human, especially for sensitive or complex issues.
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Use natural, friendly language — don’t sound robotic.
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Test the bot with real users before going live.
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Update your flows regularly based on customer feedback and behavior.
Popular Platforms for Creating Chatbots
You don’t need to be a developer to create a chatbot today. There are user-friendly tools that let you build bots with drag-and-drop interfaces:
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ManyChat – Great for WhatsApp, Facebook, and Instagram
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Tidio – Popular with e-commerce and CRM integrations
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Dialogflow – Google’s advanced NLP platform
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Landbot – Visual builder, good for lead generation
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ChatGPT API – For natural language and powerful AI responses
Most of these platforms offer free plans and are accessible for small businesses.
How to Use a Chatbot in Your Business — Step-by-Step Guide
If you’ve never used a chatbot before, here’s how to get started:
1. Choose the Right Platform
For beginners, ManyChat is a great option. It allows you to create bots for WhatsApp, Messenger, and Instagram without coding.
➡️ Visit manychat.com and sign up for free.
2. Connect Your Channel
Link the chatbot to the communication channel you want to automate:
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Facebook page
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Instagram account
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WhatsApp Business (with a verified number)
The platform guides you through the process step-by-step.
3. Build Your First Conversation Flow
You can create the bot’s responses as a visual flow. For example:
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Bot: “Hi! How can I help you today?”
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Options: “Place an order,” “Ask a question,” “Talk to a human”
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Based on the selection, the bot responds with more info or actions.
You can use buttons, emojis, PDF files, and quick replies to keep the conversation dynamic.
4. Customize the Language and Tone
Use a tone of voice that fits your brand — friendly, helpful, and professional. This creates trust and keeps users engaged.
Tip: Test the flow with friends or staff before publishing.
5. Integrate with Other Tools
ManyChat and others let you integrate your bot with:
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Email platforms (like Mailchimp)
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CRMs (like HubSpot or Pipedrive)
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Google Sheets
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Payment systems (Shopify, Stripe, etc.)
This expands the bot’s power — letting it capture leads, automate transactions, and sync data in real time.
6. Monitor and Improve
After launching your bot, track:
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How many users interact with it?
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Where do they drop off?
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Are issues being resolved?
Use this data to fine-tune the conversation flow, improve the experience, and continuously evolve your chatbot.
Conclusion: Chatbots Are No Longer the Future — They’re the Present
Chatbots have become essential for modern business. They provide fast, professional, and 24/7 customer support at a fraction of the traditional cost.
More than that, they’re powerful tools for sales, engagement, automation, and customer insights. And thanks to intuitive platforms like ManyChat, it’s now easy for any business — small or large — to start using them today.
If your business isn’t using chatbots yet, now is the perfect time to begin. Because the digital customer experience revolution is already happening — and bots are leading the way.