6 Chatbots Business Roles and Types of Chatbots [Know Which One Brings Value to Your Business]

Nowadays, there are 57% of businesses that agree chatbots deliver large ROI with minimal effort, and 90% of businesses reporting faster complaint resolution with bots. According to Forbes, 70% of Millennials reporting positive chatbot experiences. Companies across the world use AI through their customer journey and the business and customer benefits being delivered as a result. Based on a global survey of 599 executives and a series of expert interviews, this report found that most companies—and particularly firms that identify as “customer-centric”— have already deployed AI extensively in their customer-facing operations and customer experience management processes. 

In this article, we will take a look at the variety of types of chatbots by operating model, by functions and business roles that applied at the chatbots.

Types of chatbots by operating model

  • Button-based bots
  • AI bots
  • Omnichannel chatbots

Button-based bots

Button-based bots are also known as menu bots or flow bots. Interaction with the end-user happens through a pre-defined knowledge base and technical capabilities that can aptly respond only via specific scripts. In that case, the queries must be aligned with the language programmed in the bot, so developers automated that capability with menu buttons that start running each scenario.

AI bot

There are 2 subtypes of AI bots: Keyword recognition-based chatbots or NLP bots. Keyword recognition-based chatbots have the ability to spot relevant keywords in the question submitted by the user and through the use of Artificial Intelligence, customize an appropriate response by collecting information from the web. NLP-Natural Language Processing, it’s a type of artificial intelligence technology that aims to interpret, recognize, and understand user requests in the form of free language. NLP and other machine learning technologies are making chatbots effective in doing the majority of conversations easily without human assistance. Users would get all the information without any hassle by just asking the chatbot in their natural language and chatbot interprets it perfectly with an accurate answer.

Omnichannel chatbots

A lot of customers get used to communicating with businesses via multiple channels — social media, phone, email, web chatbot. And when the switch between the channels happens within one conversation, they expect the whole history to be available in the next channel. Omnichannel chatbots allow cross-platform customer experience.

Most common use cases for all chatbot types

  • Calendars (scheduling)
  • Computation (on-demand gathering open-source reports stats)
  • Customer service
  • Customer relationship management (CRM)
  • Conversational eCommerce chatbots


Customer service

Customer relationship management (CRM)

Conversational eCommerce chatbots

Chatbots business roles

It’s good practice to define what is the role of your bot, measure the value, and compare it with existing services before the chatbot launches in the business. If the chatbot could solve the issues, set up better customer engagement, or improve internal communication. It’s the right decision to begin its development.

We identified 6 possible business roles for a chatbot, depending on which function they serve:

  • Sales bot
  • Lead generator
  • Interface
  • Informant
  • Assistant
  • Psychologist

As mentioned above, each bot could take on several business roles, so we are using this classification just to create a common language and definitions of chatbot practitioners.

Increases sales and cross-selling

Sales Chatbot is responsible for increasing sales. It has several ways of functioning. The chatbot could choose the right service or good, create the invoice, make a payment (need to be connected to appropriate API), track orders, push notification about payment status, and conduct cross-selling. Sounds kind of like this chatbot could help to grow your biz, eh?

Generates leads for your CRM system

The main purpose of this chatbot is to gather together the target audience in one channel and convert them all into the clients. It could work in combination with an informant role, for example. How does the chatbot behave? The chatbots can provide the following services: make an appointment, creating a loyalty card (discounts, special offers, coupons, promo codes, and more).

On the vendor side, the chatbot gathers all the appropriate information useful for creating advertising campaigns or special offers. Also, the chatbot can maintain the communities with content to keep a particular audience interested in the services.

Acts as an interface for engagement with clients

Chatbot interface gives access to other system functions. It accepts and processes the information, integrates with the company services through the API, and passes along the collected information. And authorizes the user by itself. Following engagement with the website services, the chatbot distributes the processed results.

Informs the customer of the available services

Informant makes the data search quickly and easily. The Chatbot could aggregate information from different sources and conduct push notifications to the user about changes in the interested services. It’s one of the most attractive options for your business.

Helps the customer

The Informant makes a data search quick and easy. The Chatbot could aggregate information from different sources and conduct push notifications to the user about changes in the interested services.

Acts as a psychologist

A Psychologist chatbot’s main value is a conversation with the user. It recognizes the user’s mood, problem and offers methods (probably yours) to avoid the stress, suicide, offers appropriate specialist, and play as a lead generator – bringing a new client to a psychologist.

Experience shows,  the right chatbot is one of the main values you can offer your clients, making them satisfied, so you get a chance to make a quick profit.

If you have doubts as to choosing the right chatbot, check out its possibilities in a variety of industries (click button “I don’t know what kind of bot you need”).

If you want to have a full list of chatbot values, customized for your business, contact us and we will describe all the ways on how to bring value with a chatbot!