5 examples of using chatbots in customer service


Smith, Emma

Publish: Wednesday, Dec 15

It is a fact that, for some years now, Artificial Intelligence has been revolutionizing the world in general, and more specifically, the business world. From perfect decision making to improving user experience, using tools such as chatbots is here to stay.

Although there are still many people who believe that these systems are part of the future, it is important to look around us to realize that many well-known companies are already making use of them. And we’re not just talking about using it to automate and speed up production processes, but also to serve customers efficiently.

In this article we want to show you some examples of companies using chatbots to offer their customers personalized, fast and continuous attention. Keep reading!


In the wake of the Covid-19 crisis, many companies have become aware of the importance of communicating with customers through their favorite instant messaging applications, such as WhatsApp or Telegram. This fact has led to an increase in chat interactions between companies and customers, making it necessary to have tools capable of serving several customers at the same time to avoid long waiting times.

During the pandemic, according to recent studies, customer service through chatbots increased up to 300%. With this data, it has become evident the need for systems like these that help companies to provide personalized attention at any time and quickly.

This is the case of the food and beverage company Nestlé, which although since 2016 had already been using chatbots, has now decided to modernize and extend this service to other customer service channels, ranging from social networks to the web. Thus, the company offers users a series of interactive channels that include chatbots and which customers can access at any time to solve their doubts quickly. These virtual agents perform actions such as creating online shopping services and sending messages to commercial agents so that they can intervene and close a sale more quickly.


The car manufacturing company was aware that the customer experience it offered needed to be approached from a different point of view. Therefore, it decided to carry out a project to change the way it interacts with its customers.

The chatbot that Škoda has implemented on its website is called Laura. The system allows customers to perform different actions, from requesting information to book a test drive. The user can chat with Laura to receive a personalized recommendation of the car that best fits your needs. Through different questions such as how they will use the vehicle or what is the budget, the system collects information to offer the customer the most appropriate one.

This way, consumers get a personalized experience whenever they want, as it is available 24/7, in turn increasing the company’s conversion rates.



This cosmetics company has gone a step further in customer service and has decided to implement a chatbot in its mobile app to reach the public effectively. Its name is Beau-co, and it offers users beauty tips and product recommendations from the company. This way, Shiseido not only offers a personalized experience, but also receives information about the preferences of its target audience.

Including a chatbot in their application has been a real challenge, as they had to take into account the fact that the conversation could take place in characters other than Japanese. However, this is precisely one of the advantages of using chatbots, as they allow conversations to be held in a multitude of languages.


The Dutch hydrocarbon company was looking to give customers a service beyond simply selling or supplying a product. So in 2018, it decided to implement a chatbot within a live chat platform (Shell LubeChat) in the United States, China and India that would give consumers and suppliers of motor lubricants the answers to their questions at any time.

From finding alternatives that Shell offers to certain lubricants on the market, to accessing technical data sheets, this Artificial Intelligence system allows consumers to obtain advice quickly and efficiently through personalised, quality service.


The bank implemented Blue in its mobile application, a chatbot that allows customers to get information about their movements, available balance and everything they need to make the most of the service.

Although it answers through text, Blue is able to recognize both text and voice, so users can ask their questions in the way that is most convenient for them. BBVA offers the possibility of consulting our current, past and planned movements through chats; creating budgets; obtaining information about tailor-made loans; accessing summaries…

The chatbot is able to answer the most frequently asked questions and those that are less qualified, but there will always be the possibility to contact an agent when necessary or when Blue is not able to find the solution.


As you have been able to see, Artificial Intelligence in companies, and specifically using chatbots, has become a great ally in the customer service of companies. With them, it is possible to interpret the needs of users and offer them a personalized solution, while these systems learn and constantly improve processes.

In Fonvirtual we know how important it is for any company to have the latest technology without forgetting the intervention of agents to ensure that everything works properly. That’s why we offer you our software for customer service, which has everything you need to ensure a quality and efficient service. In addition to calls, you can manage your WhatsApp, Telegram or LiveChat conversations that chatbots can’t solve properly.

If you want to know how to enhance your communications through our Artificial Intelligence systems, do not hesitate to contact us. We will be happy to help you find the solution that best suits your needs.

Analysis of sentiment in calls thanks to AI

Analysis of sentiment in calls thanks to AI

Have you ever wished you could read your clients' minds during a call? Know exactly how they feel and adjust your approach in real time? Thanks to the IA from Fonvirtual, this is no longer a dream. Call sentiment analysis is a powerful tool that can transform the way...

read more
Talking to AI is now possible

Talking to AI is now possible

In the ever-evolving digital age, artificial intelligence is transforming the way businesses interact with their customers. Talking to AI is now possible, significantly facilitating and improving communication and customer experience.One of the latest innovations in...

read more
This website uses its own cookies for analytical purposes and to improve your experience with the company. We put at your disposal the details of our policy.    More information