Top 5 Chatbot Use Cases In Telecom

A Chatbot is an artificial intelligence (AI) program that can simulate a conversation with a user in natural language through messaging applications, websites, mobile applications or by phone. Telecom companies can have several use cases for chatbots as they automate their business. Through providing instantaneous answers, using less human resources and increasing self-service levels, chatbots benefit telecom companies by making their customer support more efficient. Here are 5 chatbot use cases in telecom companies.

1. Provide Omnichannel Service

The days of customers requesting assistance through the phone only are long gone. Nowadays, they also use social media channels, messaging apps like WhatsApp and Facebook Messenger, and web chats to interact with brands.

Allowing your customers to communicate through their preferred channel is essential to provide efficient and personalized support.

Chatbots are a great way to automate customer service. With just a few clicks, you can automatically integrate your virtual assistant on any channel and offer the same experience without any additional effort from your team.

2. Boost Conversions

Chatbots are a convenient way to collect data about the way a customer interacts with them. This information is based on records of previous chat conversations with different users, which can then be used to give them personalized offers.

Using a chatbot can boost your customer retention rates. It can help customers find the best deals and offers, so they'll be more likely to upgrade their current plans.

Offering your customers great deals and discounts can make them feel valued and help you build customer loyalty. You can also upsell, which will increase your average order value to generate more revenue.

3. Process Return And Exchange Requests

The most common request customer support agents get from customers is for refunds and exchanges. Companies often have a clear policy in place for processing such requests. This means, for customer support agents, performing most refunds and exchanges is a repetitive and monotonous task.

As such, a chatbot, if designed to carry out the company's refund and exchange policy, can certainly execute these tasks instead of customer support agents in your company.

4. 24/7 Availability

For telecom companies serving large geographic areas and providing 24/7 service, the continuous availability of their support service is critical. Of course, many companies maintain a large staff of support engineers and operators, but such arrangements are always rather costly.

When running a 24/7 operation, it is crucial to keep in mind that higher rates for night and weekend shifts are necessary. It is also important to plan a roster for the holiday season, which can be difficult due to various vacation schedules.

Chatbots don't need to take breaks, work 8-hour shifts, or take vacations like humans do. This can lighten your staff's workload considerably.

5. Cost-Saving

When the chatbot creates a better, smoother customer experience and helps to resolve their problem quicker, it, again, leads to cost-saving in the form of retaining the customer.

It is no secret that many customers judge the quality of the company by the way it handles emergencies and failures.

Therefore, if the chatbot can contribute to making the customer happier at times of major incidents, they work towards maintaining the overall reputation of the company. In addition, a good reputation means more customers and more money at the end of the day.


There are several use cases for chatbots in telecom. Such bots can increase the customer experience and satisfaction while saving business costs, they integrate well with companies’ websites and are an excellent way to achieve the goal of providing a personal experience to the customers 24/7 instantaneously. 

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