{"id":509,"date":"2022-01-21T11:21:26","date_gmt":"2022-01-21T10:21:26","guid":{"rendered":"https:\/\/botnation.ai\/site\/?p=509"},"modified":"2026-03-23T11:38:36","modified_gmt":"2026-03-23T10:38:36","slug":"uses-chatbots","status":"publish","type":"post","link":"https:\/\/botnation.ai\/en\/uses-chatbots\/","title":{"rendered":"Study on the different uses of chatbots by business sector"},"content":{"rendered":"<p>Our survey of chatbots deployed on the <a href=\"\/fr\/\">Botnation AI platform<\/a> reveals 2 findings, which we detail in the following lines:<br><\/p>\n\n<ol class=\"wp-block-list\">\n<li>The most common and obvious use for chatbots is dynamic FAQs. The chatbot is the ideal tool for directing web users. <\/li>\n\n\n\n<li>A chatbot isn\u2019t tailored to any particular sector: it\u2019s useful for any business, be it charitable or financial, craft or industrial, small, medium or large.<\/li>\n<\/ol>\n\n<p>Here are our highly instructive findings!<\/p>\n\n<p><em>Paris, September 10, 2021<\/em><\/p>\n\n<p><strong>Botnation, the French platform for creating scalable chatbots, unveils a survey of more than 530 chatbots spread across a representative sample of France\u2019s major business sectors. An analysis of over 779,000 active conversations shows impressive differences in usage. <\/strong><\/p>\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Summary<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #3d351f;color:#3d351f\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #3d351f;color:#3d351f\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botnation.ai\/en\/uses-chatbots\/#TOP_6_uses_for_chatbots\" >TOP 6 uses for chatbots<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botnation.ai\/en\/uses-chatbots\/#1_Dynamic_FAQs\" >1. Dynamic FAQs<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botnation.ai\/en\/uses-chatbots\/#2_Lead_generation\" >2. Lead generation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botnation.ai\/en\/uses-chatbots\/#3_Customer_service\" >3. Customer service<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botnation.ai\/en\/uses-chatbots\/#4_Marketing\" >4. Marketing<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botnation.ai\/en\/uses-chatbots\/#5_Purchasing_assistant\" >5. Purchasing assistant<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botnation.ai\/en\/uses-chatbots\/#6_Other\" >6. Other<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/botnation.ai\/en\/uses-chatbots\/#What_sectors_are_chatbots_so_popular_in\" >What sectors are chatbots so popular in?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/botnation.ai\/en\/uses-chatbots\/#About_Botnation\" >About Botnation<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\" id=\"h_6629e0e30f\"><span class=\"ez-toc-section\" id=\"TOP_6_uses_for_chatbots\"><\/span>TOP 6 uses for chatbots<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_Dynamic_FAQs\"><\/span>1. Dynamic FAQs<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<ol class=\"wp-block-list\"><\/ol>\n\n<p>Internet users always have a lot of questions when they\u2019re searching. This is the primary use for chatbots, along with FAQs. This is the most common setting, with almost 40% of usage.  <\/p>\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Lead_generation\"><\/span>2. Lead generation<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>In second place, chatbots are used by 22% to collect new customers via email addresses or business-related information.<\/p>\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Customer_service\"><\/span>3. Customer service<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>After-sales service only comes third, with a 15% share.<\/p>\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4_Marketing\"><\/span>4. Marketing<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>The chatbot can be used to highlight certain products and services via marketing (11%).<\/p>\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"5_Purchasing_assistant\"><\/span>5. Purchasing assistant<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>For 7% of uses, the chatbot is used as a purchasing assistant.<\/p>\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"6_Other\"><\/span>6. Other<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>Finally, 6% use chatbots for other purposes (games, onboarding, news, etc.).<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"560\" height=\"315\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/whatbot2021_horiz-01-3-1.png.webp\" alt=\"\" class=\"wp-image-812\" srcset=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/whatbot2021_horiz-01-3-1.png.webp 560w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/whatbot2021_horiz-01-3-1-300x169.png.webp 300w\" sizes=\"(max-width: 560px) 100vw, 560px\" \/><figcaption class=\"wp-element-caption\">Infographic: Who and what are chatbots really for?<\/figcaption><\/figure>\n<\/div>\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Ranking<\/strong><\/td><td><strong>Uses<\/strong><\/td><td><strong>%<\/strong><\/td><\/tr><tr><td>1<\/td><td>Dynamic FAQs<\/td><td>39,51%<\/td><\/tr><tr><td>2<\/td><td>Lead Generation<\/td><td>21,55%<\/td><\/tr><tr><td>3<\/td><td>Customer service (after-sales, etc.)<\/td><td>14,56%<\/td><\/tr><tr><td>4<\/td><td>Marketing (product presentation)<\/td><td>11,15%<\/td><\/tr><tr><td>5<\/td><td>Purchasing assistant<\/td><td>7,37%<\/td><\/tr><tr><td>6<\/td><td>Other (games, onboarding, news)<\/td><td>5,86%<\/td><\/tr><\/tbody><\/table><figcaption class=\"wp-element-caption\">Top 6 uses for chatbots<\/figcaption><\/figure>\n\n<p><em>\u201cOur customers easily create lists that summarize all the questions asked on a recurring basis. These lists are accompanied by the corresponding answer(s). In this way, a chatbot saves precious time, by sparing a customer service department from asking the same questions over and over again,\u201d<\/em> explains Emmanuel FRAN\u00c7OISE.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"h_a8cad5618f\"><span class=\"ez-toc-section\" id=\"What_sectors_are_chatbots_so_popular_in\"><\/span>What sectors are chatbots so popular in?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Among the 530 chatbots studied under the microscope, it\u2019s clear that all business sectors are represented. However, some are much more prominent than others. Such is the case of the education sector, which accounts for 7.55% of the panel studied, just ahead of transport with 6.62% and healthcare with 6.05%.  <\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"560\" height=\"315\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/Webp.net-resizeimage.png.webp\" alt=\"\" class=\"wp-image-814\" srcset=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/Webp.net-resizeimage.png.webp 560w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/Webp.net-resizeimage-300x169.png.webp 300w\" sizes=\"(max-width: 560px) 100vw, 560px\" \/><figcaption class=\"wp-element-caption\">Infographic: the sectors using chatbots the most<\/figcaption><\/figure>\n<\/div>\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Ranking<\/strong><\/td><td><strong>Industries<\/strong><\/td><td><strong>%<\/strong><\/td><\/tr><tr><td>1<\/td><td>Training<\/td><td>7,56%<\/td><\/tr><tr><td>2<\/td><td>Health<\/td><td>6,05%<\/td><\/tr><tr><td>3<\/td><td>Leisure<\/td><td>6,05%<\/td><\/tr><tr><td>4<\/td><td>Finance<\/td><td>5,67%<\/td><\/tr><tr><td>5<\/td><td>Tourism<\/td><td>5,48%<\/td><\/tr><tr><td>6<\/td><td>Power supply<\/td><td>4,35%<\/td><\/tr><tr><td>7<\/td><td>Real Estate<\/td><td>3,97%<\/td><\/tr><tr><td>8<\/td><td>Administrations<\/td><td>3,21%<\/td><\/tr><tr><td>9<\/td><td>Teaching<\/td><td>3,21%<\/td><\/tr><tr><td>10<\/td><td>Restaurants<\/td><td>2,84%<\/td><\/tr><tr><td>11<\/td><td>Beauty \u2013 Aesthetics<\/td><td>2,65%<\/td><\/tr><tr><td>12<\/td><td>Marketing Agency<\/td><td>2,08%<\/td><\/tr><tr><td>13<\/td><td>Building<\/td><td>1,70%<\/td><\/tr><\/tbody><\/table><figcaption class=\"wp-element-caption\">Ranking of sectors using chatbots<\/figcaption><\/figure>\n\n<p>\u201d <em>As we studied the uses of our chatbots, we also classified them by sector, and the big surprise is that these areas are really fragmented. In fact, Botnation can be used by any company, but we were surprised to see some \u201cleaders\u201d emerge, such as the training sector with requests for schedules, course progress, costs, etc., or the transport sector with its share of timetables, maps and fares. Health and leisure are also among the leaders, with 6.05%<\/em>, <em>as they raise a lot of questions in these complicated times, and companies clearly have fewer human resources at the moment to answer them\u201d,<\/em> commented Emmanuel FRAN\u00c7OISE.<\/p>\n\n<p>* Methodology: survey of 530 <a href=\"https:\/\/botnation.ai\/en\/chatbot-calendly\/\">chatbots on the BotNation platform<\/a> throughout 2020 and up to July 2021. The analysis covers 779,129 active conversations. <\/p>\n\n<h2 class=\"wp-block-heading\" id=\"h_01394edc2f\"><span class=\"ez-toc-section\" id=\"About_Botnation\"><\/span>About Botnation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Founded in 2017 by Emmanuel FRAN\u00c7OISE, <a href=\"https:\/\/botnation.ai\/en\/solution-chatbot\/\">Botnation is a chatbot creation platform<\/a> based on proprietary AI. Botnation offers a freemium, ergonomic and \u201cnocode\u201d offering including free tutorials and templates. The platform simplifies chatbot creation for all websites, WordPress, <a href=\"https:\/\/botnation.ai\/en\/history-facebook-messenger\/\">Facebook Messenger<\/a>, Instagram and Whatsapp.   The platform can be used live by companies, agencies and even students wishing to discover the power of artificial intelligence developed by Botnation. The Botnation team is made up of 10 people, divided between Paris and Rennes. The company already has several hundred customers, including major accounts such as Cdiscount, Enedis, Keolis, Soci\u00e9t\u00e9 G\u00e9n\u00e9rale and Facebook, as well as hundreds of SMEs and agencies such as Havas and <a href=\"https:\/\/botnation.ai\/en\/alain-pezzoni-beonperf\/\">BeOnPerf<\/a>. <\/p>\n\n<p>In just 4 years, Botnation has generated tens of millions of conversations and billions of exchanged messages.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Our survey of chatbots deployed on the Botnation AI platform reveals 2 findings, which we detail in the following lines: Here are our highly instructive findings! Paris, September 10, 2021 Botnation, the French platform for creating scalable chatbots, unveils a survey of more than 530 chatbots spread across a representative sample of France\u2019s major business [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":508,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[371],"tags":[],"class_list":["post-509","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"acf":[],"_links":{"self":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/509","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/comments?post=509"}],"version-history":[{"count":0,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/509\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media\/508"}],"wp:attachment":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media?parent=509"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/categories?post=509"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/tags?post=509"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}