What are chatbots and what business problems do they solve?

By 2024 chatbots have become an important part of automating client-interaction and internal-operations processes in companies. Thanks to artificial intelligence (AI) and machine learning, they’ve significantly expanded their capabilities and now handle more complex tasks than before. In this article we’ll look at what chatbots are today and what key business problems they solve.

Chatbots can work in messengers, on websites and in mobile apps. Unlike older versions, modern chatbots can analyse requests, recognise user intent and learn from new data. That lets them not only answer standard questions but also take part in more complex dialogues, offering personalised solutions.

How are chatbots useful for business?

Client support automation

One of the key functions of such bots is automating the support service. They work around the clock, instantly answering common client questions. This approach reduces load on operators and lets requests be processed faster. For example, bots can report order status, help with password recovery or route users to the right department.

Sales growth

Chatbots can act as virtual advisors, helping clients choose a product, check availability or place an order. They can suggest related products and notify about discounts and promos — which supports sales growth. Bots can also collect purchase information to offer more personalised suggestions.

Data collection and analysis

Chatbots actively collect user data — their preferences, behaviour and requests. This data can be used to optimise marketing campaigns, personalise offers and improve service. Built-in analytics tools help companies spot key trends and better understand client needs.

Marketing campaigns

Chatbots allow part of the marketing process to be automated. They can send notifications, invite clients to promos or give recommendations based on purchase history. Using chatbots, a business can stay in constant touch with its audience — raising engagement and stimulating repeat purchases.

Integration with other services and systems

Chatbots easily integrate with CRMs such as Kommo or Bitrix24, and other systems — which lets companies interact with clients more effectively. For example, a bot can automatically pull order information from a database and deliver it to the user. That simplifies service and makes it faster.

The future of chatbots

Bots keep getting smarter — thanks to advances in language models, they can now understand context, keep long dialogues going and switch between topics without losing the thread. For business that means the ability to automate not only routine requests but also complex scenarios where a bot handles a client end to end.