Chatbots have many use cases, all of which aim to take the burden of basic and repetitive customer service off of your employees. Support teams can use chatbots to solve customer issues and troubleshoot problems. Sales and marketing teams can use them to qualify and convert leads. Ecommerce stores can use them to answer customer questions about products.
You can also use chatbots as part of a hybrid model that combines live support and automated help. For example, by using the chatbot to collect customer information and then handing off the conversation to a live rep.