A WhatsApp bot provides customers with a real-time automated conversational experience directly on the messaging app, using WhatsApp Business API integration. Chatbots on WhatsApp can be rule-based (composed of decision-tree-type interactions offering more structured experience) or NLP-based (using natural language processing for more or a more human conversational effect).
The major advantages of a WhatsApp chatbot include:
- Being able to communicate with the customer base promptly and asynchronously (at a time most convenient to the customer);
- Getting in touch with customers without forcing them out of their comfort zone (via an app they use daily);
- Delivering a personalized experience with every interaction thanks to accurate user history and data collection.
Besides customer support, a WhatsApp bot can be used for sales and lead generation, product promotion/recommendation, customer engagement and feedback, booking, internal company communication, and so forth.
Industries most likely to profit from a WhatsApp chatbot include real estate, travel & hospitality, finance, education, online retail and likely any type of subscription-based business.