The most obvious benefit is an improved, personalised customer experience, especially in the case of e-Commerce stores, where assistance is frequently needed. The use of chatbots on a website or app means customer service that’s available 24/7, regardless of how many clients are waiting. Chatbots also take some of the customer service-related tasks off employees, drive engagement among customers, and make it possible to easily collect data on what needs to be improved in the service.