Enterprise Chatbots

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How chatbots help enterprise companies

Quick and accurate customer support is a competitive differentiator for enterprises today. Ensuring fast responses that align with the company’s brand and tone is a challenge for organizations that receive a large volume of queries.

To provide a consistent customer experience at scale that is tuned to their brand voice, companies can turn to Generative AI — computer programs that can generate text, images, and more with just a prompt. According to the 2023 Freshworks Customer Service Suite Conversational Service Benchmark Report, about 43% of businesses surveyed said that automation and AI capabilities are the most essential capabilities for support software in 2023.

By leveraging advanced technologies such as natural language processing and machine learning, chatbots enable enterprise businesses to provide quick and accurate support while maintaining a consistent brand image.

In this guide, we will explore how chatbot can provide superior customer service consistently and help businesses achieve higher CSAT scores, and, ultimately, higher CLTV.

What is an enterprise chatbot?

Enterprise chatbots are AI-powered conversational programs designed specifically for large businesses. They can be integrated into workflows and into customers’ preferred communication channels, such as websites, mobile apps, and third-party messaging platforms.

Using natural language capabilities, they interpret user queries, understand intent, and provide context-rich responses in real-time. They also enable a high degree of automation by letting customers perform simple actions through a conversational interface. For instance, if a customer wants to return a product, the enterprise chatbot can initiate the return and arrange a convenient date and time for the product to be picked up.

Benefits of enterprise AI chatbots

Enterprise chatbots can build customer loyalty and improve support reps’ productivity without scaling costs. Here are the top benefits of using an AI chatbot.

Better customer experiences

1. NLP-driven enterprise chatbots can mimic human conversations and can also understand the natural language that customers use, thereby improving the overall conversational experience.

2. With personalization, bots can also offer a more targeted experience for buyers based on their characteristics. Such contextual conversation improves customer satisfaction and drives loyalty.

Improve CSAT

Customer satisfaction is often the baseline measurement for businesses to understand customer expectations and pivot accordingly. The higher the CSAT score, the more likely they are to retain customers in the long run and maintain brand loyalty. Companies using Freshworks Customer Service Suite reported a customer satisfaction score of 4.5 out of 5, according to the 2023 Freshworks Customer Service Suite Conversational Service Benchmark Report.

Boost efficiency

Companies using chatbots can deflect up to 70% of customer queries, according to the 2023 Freshworks Customer Service Suite Conversational Service Benchmark Report. For customers, this means instant answers on a conversational interface. For agents, it means they don’t have to focus on basic and repetitive queries and focus instead on the more complex requests.

Enterprise chatbot use cases

Enterprise companies can find a strong use case for chatbots that can help them slash resolution times and drive down support costs. Here are a few examples of where and how they can be used.  

E-commerce and retail

Proactive triggers

Let’s say Victoria is browsing the app of luggage retailer NoBaggage. She wants a bag for her upcoming trip to Chicago. However, she can’t find the design she wants — a brown bag with a single strap. After she has spent 5 minutes searching for it, a bot conversation is triggered, and the chatbot offers her assistance.

When Victoria tells the bot what she needs, it immediately puts the link to the relevant bag on the chat. Delighted with the service, Victoria buys the bag and receives it in a couple of days.

Post-purchase support

However, the bag’s strap is defective, and Victoria wants to exchange the faulty bag. The chatbot can handle the entire process end-to-end, also capturing what is wrong with the bag.

It can also perform actions like asking if Victoria would like a refund or exchange.

By handling the entire process, the bot can:

  • Provide instant responses

  • Understand Victoria’s special requests

  • Free up the human agent’s time

Financial services

Time is money. And quick resolution times are critical in the finance industry.

Freshworks Customer Service Suite helped Klarna, a Fintech company that provides payment solutions to over 80 million consumers, achieve shorter response and wait times.

Klarna achieved a first response time of just 60 seconds by increasing how many users were serviced via chat, thereby decreasing the pressure on phone support. Before Freshworks Customer Service Suite, 63% of queries were handled on the phone. After using Freshworks Customer Service Suite, bots dealt with 66% of queries.

Finance Chatbots can also be used to upsell and cross-sell products. For example, a chatbot could suggest a credit card with a lower interest rate when a customer is chatting about their current credit card statement.

Delivery service

One of India’s biggest app-based delivery service companies, Dunzo, managed to save 30% in support costs. How did Dunzo achieve this?

Dunzo’s customer service team realized that 60% of the order-related queries they received were generic — about damaged or incorrect items or refunds. Since the questions were common and followed a pattern, the team wanted to reduce the number of chats that go to an agent.

The team immediately identified the scope to automate and offer low-touch customer service by introducing bots. Bots were able to resolve 48% of queries without human intervention.

What are the features of enterprise chatbots?

Conversational chatbots understand customer intent and quickly provide contextual information. They save time for your customers and agents. There are seven key features that offer tremendous advantages for enterprise companies.

1. No-code setup

A bot builder can help you conceptualize, build, and deploy chatbots across channels. Advanced products like Freshworks Customer Service Suite provide a visual interface with drag-and-drop components that let you map your bot into your workflows without coding.

For enterprises, there will be numerous scenarios and flows that conversations can take. Organizations can quickly streamline and set up different bot flows for each scenario with a visual chatbot builder.

Powered by advances in artificial intelligence, companies can even set up advanced bots with natural language instructions. The system can automatically generate the different flows, triggers, and even API connections by simply typing in a prompt.

Benefit: Saves time and effort. It is cost-effective as it doesn’t require a developer. Bot flows can be easily changed and managed with the visual editor.

2. Understand customer intent

Let’s consider Joan, a customer who wants to ask about an e-commerce store’s return policy. A bot built on conversational AI can detect natural language. Based on Joan’s query, the bot can capture customer intent (FAQ, returns, recommendations, etc.), and direct Joan to the appropriate bot flow.

Here’s what the bot should be capable of doing:

  • Leverage NLP to understand natural language, multiple or complex queries, and reply in a conversational manner. Read more on NLP chatbots

  • Understand customer intent and redirect to the appropriate bot flow

  • Answer questions, give recommendations, or perform actions like returns

Benefit: With the above characteristics, enterprise bots can improve accuracy and resolution times, resulting in higher CSAT scores.

3. Personalize interactions

Advanced AI chatbots allow you to tailor interactions with your website visitors based on various characteristics. These include the type of visitor (new vs. returning vs customer), their location, and their actions on your website. Seamless integration with existing systems, such as CRM platforms and knowledge bases, is also essential for retrieving customer data and delivering personalized experiences.

AI can analyze customer behavior to create customized self-service journeys that cater to the unique needs of your customers. The latest advancements in NLP and generative AI enable you to personalize interactions, offer recommendations, and provide assistance based on customers' preferences.

Benefit: More human-like and interactive chat experiences, enhancing customer engagement and satisfaction.

4. Deploy across channels

Enterprise chatbots cater to a wide range of buyers, all of whom would have their preferred messengers, such as Instagram, Apple Business Chat, and more. Rather than setting up chatbots and flows on every channel separately, organizations should be able to replicate the chatbot’s behavior consistently on every channel.

Benefit: Available 24x7 across channels of the customer’s choice, including website, app, and social media. This enables the best possible customer experience on any channel.

5. Language support

For enterprises with a diverse global customer base, the ability to offer customer support in a customer’s native language is a massive advantage. With multilingual bots, you can train your bot to answer questions and variants in different languages.

Benefit: Talking to your customers in a language they best understand will improve your customer support and CSAT rating.

6. Insights to improve CX

Enterprises should be able to measure the bot’s performance and optimize its flows for higher efficiency. Create reports with attributes and visualizations of your choice to suit your business requirements. You can measure various metrics like total interactions, time to resolution, first contact resolution rate, and CSAT rating.

Benefit: Measure and target a set of metrics to improve in line with your business priorities.

7. Security and compliance

As an enterprise, a chatbot provider needs to be compliant with global security standards such as GDPR and SOC-2. These certifications ensure that user data is safeguarded and customer privacy is ensured.

Benefit: Limit exposure to data breaches, ensure data privacy for buyers, and avoid regulatory fines.

Discover a chatbot built for enterprises.

Learn how Freshworks Customer Service Suite works and how bots can improve your support experience.

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Top five chatbots for enterprise customer service in 2024

There are dozens of chatbot platforms out in the market, how can enterprises choose the best one? Here is a comparison of five enterprise chatbots along with their top features.

1. Freshworks Customer Service Suite

Freshworks Customer Service Suite is an AI-driven omnichannel chatbot solution that can delight customers and empower agents. Here’s what you can do with Freshworks Customer Service Suite enterprise bots. 

Top features:

  • Freshworks Customer Service Suite bots automate resolutions to offer instant responses to common customer queries. 

  • With the no-code bot builder, you can have your chatbots up and running on your website within a few minutes. 

  • Freshworks Customer Service Suite bots know when to transfer the chat to an agent. This seamless agent transfer saves your customers from getting stuck in an endless chatbot loop. 

  • Freshworks Customer Service Suite bots are highly scalable and support customers on messaging channels, including WhatsApp, Facebook Messenger, Apple Business Chat, and more. 

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2. Drift

The Drift chatbot primarily focuses on lead generation and is more suitable for sales teams.

Top features:

  • Customer engagement

  • Lead generation 

  • Schedule meetings 

  • A/B bot testing

Compare Freshworks Customer Service Suite vs. Drift

3. Kore.ai

Kore.ai is an experience optimization platform for enterprises. It is a conversational AI platform enabling businesses to automate customer and employee interactions.

Top features:

  • Unified platform with tools to design, test, train, deploy, analyze, and manage Intelligent virtual assistants

  • The platform's NLP approach accurately identifies the user's intent and provides quick resolutions

  • No-code capabilities to develop intuitive conversational experiences

4. IBM Watson Assistant

IBM Watson Assistant is an enterprise conversational AI platform that allows you to build intelligent virtual and voice assistants. These assistants can provide customers with answers across any messaging platform, application, device, or channel.

Top features:

  • Natural Language Understanding: Can have a natural, human-like conversation.

  • Personalization: Provides personalized responses based on segmentation or past responses.

  • Conversation editor: Allows companies to edit conversations to meet the unique business use case.

5. Aivo

A conversational AI platform that helps companies design customer experiences, automate and solve queries with AI. Available 24/7 across all channels.

Top features:

  • Omnichannel 24/7: Experience the same customer service experience on any channel. The Aivo platform adapts the responses automatically according to the channel.

  • Video virtual assistant: Offer a unique customer experience with an AI-generated avatar. Enable human-like chat and resolve queries instantly.

  • Intent detection: The conversational engine understands the intent behind your customers' questions and provides an exact response.

Why enterprise customers love Freshworks Customer Service Suite's chatbot

Human-like personalized conversations

Freshworks Customer Service Suite’s AI lets you have meaningful conversations with your customers at scale. Freshworks Customer Service Suite bots engage with customer conversations based on intent and context.

  • Automatically respond to FAQs with Freddy AI

  • Bots can create engaging, human-like conversational experiences driven by Natural Language Processing and Machine Learning

  • Segment your customers based on their traits and behavior. Trigger the right messages to each segment at the right time to boost engagement.

Elevated agent productivity

Freshworks Customer Service Suite’s new built-in generative AI features help your support team slash resolution time and provide more consistent and engaging experiences.

  • The AI conversations feature can summarize support ticket conversations, predict agent responses and complete their sentences with a click, or convert replies to a formal or friendly tone, according to the brand voice

  • AI-assist can nudge customers to reply if they have not replied for a long time, or it can auto-resolve tickets based on keywords

  • AI insights can suggest next steps in the support process or train agents to continuously improve

Multiple channels and languages

Be wherever your customers are, and speak their native language. Freshworks Customer Service Suite offers:

  • Native integrations with all major messaging channels (Website, app, WhatsApp messenger, Instagram, Facebook, Apple Business Chat, and LINE)

  • Single inbox for agents to access conversations from multiple channels

  • Conversation, FAQ support in over 40 languages

Intelligent assignment and routing

Unlike most messaging tools that offer only round-robin assignment to support agents, Freshworks Customer Service Suite’s IntelliAssign ensures that every conversation is assigned to the right agent.

  • Skill-based assignment

  • Intelligent load-balancing

  • Round-robin routing

Enterprise-grade security

Freshworks complies with international data privacy and security regulations. In addition, Freshworks never uses Personal Identifiable Information (PII) from your account to train AI models. These models are trained using anonymized customer service data only.

Freshworks is:

GDPR-compliant

ISO-27001-certified

SOC 2 Type-II certified

Other chatbot use cases

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