Why do people use chatbots

Throughout the extent of this blog, we cover the benefits of chatbots, general use cases, how businesses benefit from blogs, how chatbots are made, etc. But one of the questions that linger in a user’s mind is how people receive chatbots and why they use them.

From a business perspective, chatbots make sense. We have been moving towards automation steadily, ever since the industrial revolution or perhaps, even before that. With the progress we made on the science front, such as artificial intelligence, machine learning, natural language processing, etc, it is only natural if not expected, that we move into automating tasks that we previously needed humans.

That isn’t to say that chatbots are replacing humans, a common misconception that most people have, both employees on the supply side and the end users on the demand side of a product/service. It, however, is far from the truth, chatbots are designed to complement us. These can make lives easy on both demand and supply side of products/services.

No product/service can survive the market if people don’t like it. Innovations, even brilliant ones fall out of fashion and fade out in time if the people are not ready for it or satisfied by it. The fact that more B2B companies are implementing chatbots than B2C hints at how users are receiving bots. (Typically, B2C sales trends take slightly longer to settle than B2B, the initial hype fades and the noise resolves over time. B2B providers react faster to market movements and client expectations, as interacting with clients and working on their feedback is an essential part of their business.)

While businesses undoubtedly benefit from adapting to chatbots, the necessity for bots stems from the consumer’s expectations. Let’s see how the end users, customers or clients receive chatbots.

Why are people interested in using chatbots?

According to an online survey, about 44% of customers in the US prefer using chatbots over humans for communication. People are without question interested in bots right now, but not much is attention is given to understand the motivation for people to use chatbots. The motivation is of significance as it becomes the key to predict the reception and hence the evolution of chatbots in the years to come. Also, as a business owner or a decision maker, it is of considerable importance to know if chatbots are right for your business too. So let’s move to the why of chatbots.

1. Productivity:

The primary motivation for people to use a chatbot is that it is productive. This itself is threefold, the ease, speed and convenience.

A user typically had to call the customer care or sales teams to ask their questions or search through the internet to fish out relevant answers. With the advent of bots, that step can be completely avoided.

The users no longer need to wait for a human operator or salesperson to respond. Removing human from this step also means that the user can be supported during non-working hours, making 24×7 support and live chat a reality. The chatbots can answer instantaneously, within a few moments, which is critical in case of emergencies or time-bound situations, and very convenient even otherwise.

2. Social and relational purposes:

This reason may come as a surprise because chatbots are clearly not human, one would not expect social or relational purpose to be a motivation to use chatbots.

But it is essentially an upgrade for us from its alternative of having to search for information by themselves. The users are can converse with the chatbots while the bots work their magic to tend to the need of the users.

Another factor that comes into play is that in some cases, people feel more at ease asking questions to a bot, than a fellow human being. People feel comfortable asking even the most basic questions to a bot which they would not ask another person, as it could come across as irrelevant or even silly.

3. Novelty:

Chatbots of today are close to the futuristic science fiction fantasies turned reality. People are curious about the technology, intrigued by the realization of chatbots and are interested to experience interacting with bots. There are people whose motivation of using a chatbot is the skepticism too!

The portion of people using chatbots for novelty, however, is not substantial, with the productivity being the primary motivation and relational factors being a minority. But it is nonetheless true that there is a novelty factor to why people are using chatbots too.


The fact that not a major portion of chatbot users are not using them novelty alone is noteworthy. The first two factors, productivity and relational motivations, dominate in terms of numbers and priority of preference. These factors also happen to be longstanding and will hold the test of time.

Current innovations in chatbots and progress being made in artificial intelligence and natural language processing will only make the chatbots more efficient and human-like, cementing that chatbots are here to stay.

Using chatbots for helpdesk and IT support

In the last few years, companies have started to outsource helpdesk operations to increase cost efficiency. But the impact of outsourcing is much broader than its financial aspect. There are some legitimate drawbacks of this, the primary being loss of control over the assets and training. Disruptions in AI have now paved a way to bypass some of the necessities to outsource helpdesk.

Chatbots are changing how we see and do business. Chatbots are redefining sales, support and marketing verticals, and internal tech support is set to follow this trend.

What is helpdesk?

A help desk is a team or department inside an organization that is responsible for answering the questions of its users. The questions and their answers are usually transferred using email, telephone, website, or online chat.

Difference between helpdesk and customer support:

Helpdesk seems like a straight forward term but it is one of the more confusing terms in customer-focused industries. It is often associated and mixed with terms like IT response, computer support, information center, IT solutions center, customer support, technical support, resource center, etc.

Helpdesks tend to lean towards technical support than the generic customer support. Helpdesks focus on resolving issues while customer support also helps in resolving problems, its purpose is to aid sales and build relations with the users.

One major difference between helpdesk and customer support is that helpdesks can be internal or external to the organization. That is, it can be employee facing or client/consumer facing. The nuances of the term matter because while customer satisfaction is automatically prioritized, internal productivity and enterprise efficiency can be overlooked. But that can affect a company’s delivery and quality of service.

Do helpdesk bots work?

In order to continue driving efficiency across the enterprise, internal workforce productivity must also rise. This is where chatbots step in. With recent advancements in computing, natural language understanding and deep learning, acquiring and utilizing AI solutions is easier than ever. Businesses can now leverage the power of NLU and cognitive automation in the form of AI bots.

Businesses that are open to support or sales bots can also be slightly skeptic to integrate a helpdesk chatbot into their workflow. Most people think that chatbots are useful in handling low-level repetitive tasks. While that is true, the capabilities of a bot do not end there. Chatbots can carry out tasks that require specific and in-depth knowledge just as well.

That is a common misconception because most of the bots that we come across as generalist bots. There is another type of chatbot termed specialist bot that steps in. A specialist bot is designed to carry out specific but narrow range of functions by giving it relevant domain knowledge.

What does a helpdesk bot offer?

Chatbots offer several benefits for your business in general, as they offset the load on humans and compliment their efforts leading to efficient resource management. Helpdesk bots, in particular, have the following advantages:

24×7 availability

While all chatbots are made available 24×7, this is a noteworthy benefit in case of helpdesk. While you may get away without offering live support for your buyers, the same cannot be said for a helpdesk. Devices and machines can crash any time of the day and staffing a helpdesk 24×7 is neither feasible or cost effective. A helpdesk bot on the other hand can take this responsiblity.

Resource efficiency:

A helpdesk bot can conveniently manage basic day-to-day support tasks. According to research by Gartner, 20% to 50% of a helpdesk’s call volume is for password reset. Tasks such as password reset, account creation, basic troubleshooting and FAQs can be easily managed by a chatbot clearing the staff to focus on more complex issues. The helpdesk staff can tend to high priority tickets and resolve them faster, use their expertise and add personalization where it matters.

Knowledge management:

You can have a team of experts leading your helpdesk department, but they cannot address all the problems all the time, nor can they effectively leverage their expertise to help the users. Most of such knowledge can be structured and made available to the users which speeds up the resolution time and at the same time, increases the understanding of the user.

Proactive resolution:

One of the challenges faced by the helpdesk team is to differentiate occurrances from bugs when faced with a cluster of similar problems. AI can identify patterns that humans cannot process fast enough which can enable the helpdesk to resolve problems proactively. The bot can also monitor the devices, track outages, send out reports or alerts automatically to the affected parties.

Asset management:

Asset management is a tedious part of any helpdesk team. It requires maintaining records, updating softwares, running security checks and test the device condition and functioning. The employees often modify or cancel the scheduled processes as it interferes with their daily tasks and deadlines. With a chatbot involved in asset management, most of the tasks such as testing and tracking can be automated and the processes can run in the background unless human intervention is necessary.

Kickstart your conversational marketing campaign through marketing bots

The lines are blurring between what were previously categorized as business channels and personal ones. Search engines, emails, social platforms like Facebook and Twitter, messaging platforms such as Skype, Messenger, Hangouts, Whatsapp, every single medium of visibility or communication is being utilized for promotions.

As a result, marketing is sprouting out new limbs faster than businesses are adapting. It makes sense because as an executive or a manager, your primary responsibility is to keep the system running which leaves a little time to play catch up with the ever-changing marketing trends.

Conversational marketing one such concept that is now gaining traction. But that’s not why you should know about it.

The gap between buyers and businesses is growing.

The buying process has become simpler and at the same time more complicated in the last few decades. Simple, because everything is one touch away. Complicated, because there is a lot of internal processing in the sales cycle. We can now ask for anything through a button press but the wait time between the button presses has not reduced, making it frustrating for the buyer.

This is especially true in the case of the B2B sector. Let us see the typical process of a visitor becoming a customer.

Step 1: Customer lands on the website.

Step 2: They fill a contact form.

Step 3: You contact your customer with a brochure pitching your product/service. (If you are using a CRM, there are probably a few more steps at this point. Namely, a new lead is added in the CRM, it is evaluated and assigned a representative from sales or marketing.)

Step 4 to 14: The volley of calls, emails and everything in between, repeated a handful of times. Some leads close, some are active and manage to stay that way after a few iterations of this loop.

Step 15: Voila! Your lead is now a customer! Maybe. (The average conversion rate across industries is about 2.35%.)

The problems with the current system:

The need for scalability and efficiency lead us to seek technology. But that, in turn, made marketing impersonal and displaced from the buyer’s interests and needs. The marketing framework is skewed towards the convenience of the business than of the consumer.

On the other hand, with increasing online activity and ease of conversation through messaging platforms, consumer expectations are also increasing. A recent study by Twilio revealed that 90% of consumers want to use messaging apps to communicate with businesses.

Enter conversational marketing.

While the technology we use to communicate and the platforms that are enabling conversations have changed the concept of communication is still the same and will be so forever. Communication, in essence, is a two-sided conversation and we expect conversations to be personal, empathetic and more importantly helpful. While technology is managing to deliver the helpful quota, it’s lacking in the former two requirements.

So let’s get to what conversational marketing is.

What is conversational marketing?

Conversational marketing is the ability to have 1:1 personal conversations across multiple channels, meeting customers how, when, and where they want.

Conversational marketing is not rocket science (though there is quite a bit of science in making it happen). It is a feedback-oriented approach to increase engagement, develop customer loyalty, grow your customer base, drive your sales and, ultimately, boost revenue. In fact, it is more old school and natural than the other marketing methods. Instead of shooting in the dark and hoping it hits, you actually listen to your customers and understand their needs. By incorporating this feedback, you improve your customer relations and at the same time, fine tune your product/service.

Conversational marketing is not new, businesses have been having conversations with customers for as long they existed. The current buzz around conversational marketing is because advances in tech can now help us scale conversations.

How to kickstart conversational marketing?

Now that we have covered extensively about conversational marketing and why your business needs it, let us get to the how of it. A person can have two to three conversations at a time, five if we stretch it. So how can you have a hundred conversations with your potential or current customers, let alone a few thousand?

A decade ago it might have been unfathomable, but now you can. How? Chatbots! This particular application brings together artificial intelligence, natural language processing and data science, and is almost a futuristic sci-fi fantasy come true.

Chatbots can have innumerable human-like conversations on multiple platforms simultaneously. That’s right, chatbots are designed to understand and respond to humans and have the ability to learn and adapt to situations. A lot of companies, megacorps to small businesses have already incorporated this into their business. In fact, by 2020, it is estimated that nearly 80% of businesses their own chatbot. The unique advantage of chatbots is that you can have all your existing systems and strategies in place and boost them through conversational marketing.

Getting your own chatbot is simpler than it sounds. We at Kenyt will aid you in every step of the process.

As an entity, you understand the challenges and pain points your organization faces. Through that, you know the requirements of your chatbot and can use those to decide the type of chatbot. define its expectation to set the process flow, choose the platforms to use the bot. Give us time to work our magic to get your bot extensively tested and launch ready. We also integrate your chatbot to all the third party or internal platforms you work with, to deliver seamless process flow.

6 advantages of a marketing bot:

Implementing chatbots in your business has several benefits in general, as they offset the load on humans and compliment their efforts leading to efficient resource management. Chatbots have a particular advantage in marketing as they hold the key to conversational marketing. We have listed some of the distinct advantages of marketing bots:

Enhance the user experience:

By implementing a marketing bot, you can get the bot to help a visitor who lands on your website to navigate through the site, know more about your product/service and can chat instantaneously to initiate the business.

In stead of going through the pages of the site in search of relevant information, the user can directly ask for it. They no longer need to fill the contact form and wait for a relevant person to respond to their request. The user experience is simpler and faster through chatbots.

Have another channel for engagement:

You may be investing your resources in most of the marketing channels such as email, search engine marketing, social media, etc. Chatbots open another channel that a business can leverage and we would not want to leave any stone unturned.

Even for a business with high conversion rates, smaller sales cycle and great customer relations, the philosophy of conversational marketing still applies and it has an undeniable edge and presents scope for better results.

Add a touch of personalization:

AI-based chatbots are capable of having their own personalities. We can make a chatbot friendly, chatty, sassy and even punny. Also, they continuously capture and learn from their conversations and can use that information to respond better to the end user, personalizing their experience.

But you don’t have to rely on a bot to add a personal touch to your marketing conversations, you can actually get a person to do it. With high volumes of the monotonous and repetitive tasks out of the way, your agents can now focus on having quality conversations with the consumers and nurturing customer relations.

Shorten your sales cycle:

Typically it takes three to five days for a company to respond to prospective customers who reach out to them. A marketing bot can do that within 10 minutes of receiving the contact. Not just the initial contact, every aspect of the sales cycle can be made quicker through a marketing bot and it directs the potential customer to relevant and appropriate process flow depending on the customer’s requirement.

Learning more about your customers:

Chatbots collect data from the specific target audience. With this data at your fingertips, you can analyze and interpret their customer information and gain valuable insights. Businesses can deliver relevant and meaningful offerings to their customers, in terms of both product/service and conversations.

Increase leads through higher conversion rates:

Leads from conversational channels tend to convert at higher rates when compared to the other digital channels. One of the significant reason for this trend is because the consumers having conversations with your brands already have an interest in them. Even if the consumer is not entirely sure of your product/service, the bidirectional engagement gives an opportunity to communicate these and resolve any queries and clear the roadblocks.

The Supportbot: How chatbots are becoming the future of customer support

The state of customer support:

Every business today needs to interact with their clients at any hour and provide the solutions to their problems or answers to their questions. This is referred to as support. With increased competition in almost every field of work, instant response to customers has become extremely important, as, a delay in this might frustrate the customer and make them choose another option for the services. This lead to businesses focusing on innovating and streamlining support.

Customer support is on the edge of innovation and set to completely change its face in the next few years. The truth is, the existing system cannot sustain the current market size or expectations. There is a lot of wasted efforts on both customer and the agent fronts and offers very little, in terms of satisfaction or user experience. Customers tend to avoid contacting customer support due to the roundabout flow and redundancies.

Customer interaction market size was valued over $51 billion in 2014 and its forecast for 2020 is unsurprisingly $68.5 billion, not an insignificant increase in market size when compared to the other industries. Between increasing customer expectations and ever increasing automation, the current trends are not entirely unexpected. So here are some noteworthy trends in customer service:

The industry size is increasing

At first look, this seems counterintuitive and in contradiction to what we previously stated. But with growing online accessibility and activity, the consumer demands of the brands are also growing. So companies have to invest in their customer service, either in manpower or technology.

Technology is taking over

One of the biggest hurdles with people-powered customer service is scalability. The consumer expectations aside, the sheer number of consumers is outgrowing the capacity of the customer service representatives. Automation is the way forward and companies are heavily investing in customer service technologies.

Data-driven edge

Data-driven decisions and insights are the only decisions and insights that matter. We cannot recollect a time when that wasn’t the case. With technology becoming the framework for customer service, data is now on cards for this sector. Organized data availability is helping companies understand their consumers, their behavior, expectations, challenges and feedback. This gives valuable insights and actionable results.

Emphasis on integration

With investments in technology and data, integration is the next logical step. Customer service is no longer a lone ranger removed from the rest of the business verticals. In fact, integration can make support a valuable asset to strategy, sales and product teams with customer support and CRM. So these systems have to be synchronized and integrated to unlock the true potential of customer service technologies and leverage it to grow your business.

Self-service is in demand

Self-service support is a mix of customer-initiated interactions made possible due to technology enabling the customers to solve their problems without having to contact customer support. A simple example of self-support would be tracking the ordered delivery package or checking the delivery status. Imagine having to call or chat with an agent for a task so menial.

Goodbye IVR

If you think you don’t know what IVR is, think again, it stands for interactive voice response. We are no strangers to support calls that start with this droning voice that gives you a list of its functions and asks you to press a number on your keypad to avail that option. While we could make a comprehensive list of all things inconvenient about IVRs, its greatest disadvantage is that people simply don’t like interacting with machines and IVRs are lengthy and monotonous and can get frustrating.

Chatbots are the future of customer support

A chatbot is the readily available answer to most of the challenges in customer support and fits right in with the expected trends. AI and NLP can enable chatbots to understand and respond to customer inquiries as well as a human can. Chatbots are the next big thing in the shifting paradigm of customer support.

What are support bots?

The support bots are an AI alternative to human support provided to customers. The development of these has brought in prominent changes in how the companies provide support to the users.

Support bots as the name suggests, are designed to excel in customer support. They have the ability to answer the general FAQs of the users and take walk the customer through all the major business processes. The support bots usually interact with the users through UI interfaces, where speech is an optional feature and most of the users make conversations through text. The developers at Kenyt ensure that the bots navigate the customer to deliver them the right solutions. Support bots work as a solution to several common problems that arise in the process of customer flow through your business.

How does your business benefit from a supportbot?

There are several advantages of using a chatbot, as they have a lot to offer to businesses in terms of their applications and use cases. To be concise,

  • Bots can perform repetitive tasks quickly and more efficiently
  • Chatbots enhance customer engagement
  • They are cost efficient

This opens several opportunities and benefits for businesses, but let’s see what customers find useful about chatbots in customer service:

  • 24-hour service
  • Getting an instant response
  • Getting answers to simple questions
  • Easy communication
  • Friendliness and approachability

Kenyt’s Supportbot:

The ability and adaptability of a chatbot depends on its implementation. Adding a human touch to bots is critical for a bot’s success. Kenyt takes care of each aspect of bot building to make each one exceptional.

Features of a supportbot:

Supportbots have their own set of unique features because of which make them boast their usefulness in business:

  • Personality: The personality of a support bot refers to every single detail of the chatbot to make it more believable, relevant and relatable. Developing a bot’s personality means making it more life-like along with providing a choice of language, tone, style and mood.
  • Multi-turn capability: Since the entire support flow to the user cannot change with a single turn, the support bot should be capable enough to take multiple turns.
  • Context awareness: Support bots are designed to provide support to users in numerous fields. For the bots to understand the context in which they have to communicate, the human developers must make sure that the chatbot understands what is being communicated, when and where, along with good vocabulary, social skills and ability to understand feelings. We, at Kenyt, provide support with developing the architecture of our bots to be extremely user-friendly.

The edge of Kenyt’s supportbot:

  • Chatbot-agent dynamic: Most support bots are routed to a human agent when the customer asks questions or has requests beyond the scope of a bot. Kenyt has a unique take on the chatbot-agent dynamic. While the primary focus of a supportbot is unquestionably to support the customers through their journey of buying, we see no reason why the functionality of the supportbot has to end there. Kenyt’s supportbot is designed to stay active even after handing over the conversation to an agent and it helps the agent in customer support. Not only does this lessen the load on the agent, the supportbot also gets the opportunity to learn to handle requests it previously could not.
  • Routing requests: A side effect of implementing chatbots is that the lines between sales, marketing and support bots tend to blur. This is because a single chatbot can handle all three tasks and even if the business is using a specific bot, such as say support bot, the bot can still help with the basic tasks of marketing and sales. While this is advantageous to businesses, routing these requests to relevant departments becomes critical. Kenyt’s Supportbot is specially trained to differentiate the conversations and route them to their respective departments.
  • Language translation: One distinct edge of Kenyt bots is its language capability. All Kenyt bots are multilingual, that is, irrespective of the user’s language, the agents can can see and respond to the messages in English and supportbot translates them to the user’s language of preference.

How are consumers using chatbots?

People are interacting with chatbots not just because of the live chat facility. In fact, 44% of users prefer chatbots over customer representatives. There are several reasons for this- most queries and requests they have are simple and talking to a human operator is a lengthy and time taking process for an issue that takes only a few minutes to resolve. Chatbots, on the other hand, respond quickly and instantaneously to such queries. The following are some of the top cases why consumers are using customer support bots.

  • Getting a quick answer in an emergency
  • Resolving a complaint or a problem
  • Getting detailed answers
  • Finding a human customer service
  • Making a reservation
  • Paying a bill
  • Buying a basic item
  • Getting ideas for purchases

It is evident from the above list, that human intervention is clearly not needed and most consumers are satisfied with interacting with support bots for such queries.

Types of chatbots

The classification of chatbots you can find on the internet can be arbitrary and sometimes even fictional. This is because a chatbot provider emphasizes it in the perspective of their own product while independent writers usually focus on explaining the concept more than the terminology.

This renders the chatbot classification confusing and messy. Here we have compiled a list of factors that can be used classify chatbots and the different types in each classification.

Based on the working model

The most common classification of chatbots is based on the working principles of the bot. The design flow, the capabilities, functioning and limitations of the bot largely depend on this.

Script chatbots:

These are the simplest of chatbots. Scriptbots are the question-answer type of bots that take inputs from the users and respond via a pre-programmed set of instructions (the script). It is a decision tree with each question opening a predetermined set of possibilities.

Scriptbots are essentially very limited in their functioning. If the bot is designed to receive an input from A, B or C, it cannot process input D and the interaction may fail. While having a narrow set of acceptable inputs and by extension, responses seems very restrictive, there are benefits to this too. The interaction is directed and to the point and so the quality of user experience is high. These are also referred to as linear, sequential, flow bots or simple bots.

Smart chatbots:

These rely on artificial intelligence to communicate and instead of a predefined set of instructions, it relies on machine learning to respond to questions with adequate suggestions and capture the queries to process later and ‘learn’ from.

These bots have heavy processing component to allow them massive computing power to understand and respond to queries. They focus heavily on natural language understanding and processing to be able to understand the tone, intent and context of the conversation. The quality of the conversation is also high and human-like. While smart bots are preferred over their less smart counterparts, a chatbot responsible for managing simple and repetitive query need not be that advanced.

Most chatbots are combination bots, with features of both script and smart bots to deliver the requirements of the user.

Another type of bot worth mentioning in this context is an intelligent agent. More advanced than a smart bot, these are differentiated on the human intervention. Intelligent agents are designed to be autonomous and require no human intervention, with applications like self-driving cars.

Based on the conversational interface:

The conversational interface may not seem like much of a factor to differentiate a chatbot, but how the bot takes its input is a parameter essential to design flow. It affects the platforms a chatbot can work on.


Text-based chatbots sometimes also called messenger bots, exist on one or more messaging platforms including SMS and web-based platforms. The users primarily interact with the bot on the screen by typing texts or pressing buttons. The main benefit of messenger bots is that they can exist across multiple platforms and can be easily synchronized across devices.


Voice interaction goes differently, the users communicate with the bot in their own voice through natural language and the bot responds through prerecorded messages, text-to-speech responses or a combination of both. A voice-activated chatbot can exist on your mobile phone, computer, smart speaker and wearable devices. The main advantage is that the interaction is handsfree.

Based on the platform:

Here we classify the bots on the platform they are deployed on. A bot can be deployed on messenger apps like Facebook, Twitter, Slack, etc or elsewhere like their own app, websites, etc. While companies installing a chatbot have the flexibility to choose the platform of the bot, it usually depends on their purpose.

Messaging bots:

As mentioned, these are on messaging apps such as Facebook, Twitter, Slack, Skype, KIK, etc. These are usually marketing or sales bots targeting B2C audience or for internal purposes of the company, aimed to increase productivity. These can seek a large number of audience and interact with them easily.

Website/app bots:

The platform for these bots is websites or apps. The primary difference is that the company owns the platform rather than leveraging existing ones. This allows a greater level of customization and specialization. Website or app bots are generally seen in B2B cases, the interaction of the bot may not always be as advanced as messaging bots, the bots are programmed for higher functionality.

Standalone bots:

These are neither messaging or website bots, rather the main function of the bot is to simply interact and engage the user. Alexa, for example, is a standalone bot. The bot is capable of handling several tasks required on a daily basis. Businesses generally don’t require standalone bots.

Based on domain expertise:

This is a useful classification to understand the market dynamics, tech giants like Google, Amazon, Facebook, Apple own the generalist bot space whereas smaller bot developing entities some startups occupy the specialist bot arena. This is because budget constraints and the audience the bot is designed to cater.

There is not much explanation needed for this category are the types of bots is self-explanatory, so we will just dive into it.

Generalist bot:

Generalist bot is a one-size-fits-all bot. It is the jack of all trades and of course, the master of none. These are designed for a wide range of functions for a broad category of users, but they lack the specific domain expertise to follow through certain tasks.

Specialist bot:

A specialist bot is designed for a narrow range of operations in their defined domains. It cannot perform or even comprehend general tasks like telling you about the weather or play a song, as its functionality lies elsewhere.

Based on the application:

Bots are also classified into several types on the basis of their application or function. Sales bots, support bots, marketing bots, etc, to name a few. We have dedicated a complete article to this coming up soon.