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How to use a chatbot to drive digital customer engagement

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How to use a chatbot to drive digital customer engagement

In the rapidly evolving digital landscape, customer engagement has become a cornerstone of business success. Chatbots, empowered by generative AI, have transformed into pivotal tools for fostering this engagement. This article delves into the essence of chatbots, their critical role in digital customer engagement, the revolutionary impact of generative AI in this domain, and practical guidelines for selecting and implementing the right chatbot solution. We also look ahead at the future of chatbot technology.

What is a Chatbot and Why is it Important for Digital Customer Engagement?

A chatbot is a computer program designed to simulate conversation with human users, typically through messaging platforms or websites. These virtual assistants are powered by artificial intelligence and natural language processing algorithms, enabling them to understand and respond to user queries and requests.

Chatbots have surged in popularity, not only for their efficiency in automating tasks but also for their sophistication in handling complex interactions. They are indispensable for 24/7 assistance, streamlining customer interactions, offering quick solutions, and significantly enhancing user satisfaction through personalized, meaningful conversations.

One of the key reasons why chatbots are important for digital customer engagement is their ability to provide round-the-clock assistance. Unlike human agents, chatbots do not require breaks or sleep, allowing them to be available 24/7. This ensures that customers can receive support and information at any time, regardless of their time zone or location.

Moreover, chatbots are highly efficient in streamlining interactions. They can handle multiple conversations simultaneously, providing quick and accurate responses to customer queries. This eliminates the need for customers to wait in long queues or navigate through complex phone menus, resulting in a seamless and efficient customer experience.

Another significant advantage of chatbots is their ability to offer quick solutions to customer queries. By analyzing user input and utilizing their knowledge base, chatbots can provide instant answers to frequently asked questions. This not only saves time for both customers and businesses but also reduces the workload for customer support teams.

Furthermore, chatbots play a crucial role in enhancing overall customer satisfaction. With their personalized and interactive nature, chatbots can engage customers in meaningful conversations, making them feel valued and understood. By providing relevant recommendations, personalized offers, and tailored solutions, chatbots can create a personalized experience for each customer, leading to increased customer loyalty and retention.

Why Generative AI chatbot is a game-changer

The emergence of ChatGPT and other generative AI technologies has significantly enhanced the importance of chatbots in digital customer engagement for several reasons.

Firstly, these advanced AI models offer a level of interaction that is much more conversational and natural compared to previous generations. This leads to a more satisfying and human-like experience for customers, fostering better engagement and communication.

Secondly, the ability of these AI chatbots to understand and generate human language with high accuracy enables them to handle a wide range of queries, from simple FAQs to more complex inquiries, providing quick and effective responses. This not only improves customer satisfaction but also reduces the response time, allowing businesses to cater to customer needs promptly.

Furthermore, the integration of AI in chatbots allows for continuous learning and adaptation, ensuring that the bots become more efficient and knowledgeable over time. This constant evolution leads to more personalized and relevant interactions, enhancing customer relationships and loyalty.

Lastly, the scalability of AI-powered chatbots means that businesses can maintain high-quality customer service even during high-traffic periods, without the need for significant increases in human resources. This efficiency and scalability make AI chatbots a valuable asset for businesses looking to improve digital customer engagement cost-effectively.

Choosing the Right Chatbot Platform for Your Business

When it comes to implementing a chatbot strategy, choosing the right platform is crucial. A well-designed chatbot can revolutionize the way businesses interact with their customers, providing efficient and personalized assistance around the clock. However, with so many options available, it can be overwhelming to select the perfect chatbot platform for your business.

One of the key factors to consider when choosing a chatbot platform is scalability. As your business grows, your chatbot should be able to handle an increasing number of interactions without compromising its performance. Scalability ensures that your chatbot can handle high volumes of customer queries and provide a seamless user experience.

Customization options are another important aspect to consider. Every business is unique, and your chatbot should reflect your brand's personality and values. Look for a platform that allows you to customize the chatbot's appearance, tone of voice, and responses to align with your brand identity. This level of customization will help create a cohesive and engaging experience for your customers.

Integration capabilities are also crucial when selecting a chatbot platform. Your chatbot should seamlessly integrate with your existing systems and tools, such as customer relationship management (CRM) software, helpdesk solutions, and e-commerce platforms. This integration will enable your chatbot to access relevant customer data and provide personalized recommendations and support.

Analytics is another essential feature to consider. A good chatbot platform should provide detailed analytics and reporting capabilities. These insights will help you understand how your chatbot is performing, identify areas for improvement, and make data-driven decisions to optimize your chatbot's effectiveness.

Now that you have an understanding of the key factors to consider, let's explore some popular chatbot platforms:

Platforms with LLM engines:

  • Dialogflow (from Google Cloud): Integrates with Google's LaMDA LLM, known for its factual accuracy and long-form conversation capabilities. (

  • Utilizes Jurassic-1 Jumbo, a large LLM trained on real-world code and documentation, enabling it to understand user intent and generate code snippets. (

  • Bloom (OpenAI): Offers access to the Bloom LLM, known for its diverse dataset and ability to adapt to specific domains. (

Platforms with generative AI capabilities:

  • ManyChat: Employs a unique blend of AI and user-defined rules for chatbot conversations, focusing on marketing and sales automation. (

  • Botsify: Uses deep learning NLP to build conversational AI experiences, focusing on customer service and lead generation. (

  • Sendbird ( Sendbird utilizes its own AI technology and other engines such as chatGPT, Llama 2, PaLM 2 to power chatbots within web and mobile applications, focusing on personalized interactions and engagement.

Remember, when choosing a chatbot platform, it is essential to evaluate different options and select the one that aligns best with your business needs. Consider factors such as scalability, customization options, integration capabilities, and analytics to ensure that your chatbot platform can support your business goals and provide a seamless and engaging experience for your customers.

Optimizing Digital Customer Engagement with an Effective Chatbot Strategy

Implementing a chatbot strategy successfully demands meticulous planning and precise execution. Key steps include setting specific objectives, identifying target customer groups, and clearly defining the chatbot's capabilities and limitations. Training the chatbot with relevant data and ensuring it integrates smoothly with existing systems and processes are crucial for effectiveness. Regular monitoring and updates based on user feedback and changing customer requirements are essential for continuous improvement. Additionally, providing comprehensive training and support to chatbot operators is fundamental for maintaining a consistent and high-quality customer experience.

Case Study: Upwage's AI Chatbot Integration for Streamlined Hiring


Upwage, an innovative job posting platform, leverages Sendbird's chat functionalities to automate and scale the applicant screening process through an AI chatbot. The platform aims to connect hourly workers with higher-paying opportunities, facing the challenge of simplifying and speeding up the hiring process for employers and job seekers alike.

Solution Implementation:

To address these challenges, Upwage integrated Sendbird's chat API and SDK capabilities, enabling the inclusion of AI chatbots within their system. Initially, they encountered limitations with concurrent user capacity using OpenAI's ChatGPT. However, this issue was effectively resolved by transitioning to Sendbird's OpenAI integration, which notably enhanced their user handling capacity by threefold.

Results and Impact:

The success of this integration is evident in the significant time and resource savings for both recruiters and job seekers. Recruiters have been relieved from the burdensome task of manual screenings, translating into hours of saved time. Job seekers experience a more efficient process, with reduced waiting times between job application submissions and employer responses. This partnership with Sendbird has not only streamlined Upwage's recruitment process but also positioned them to rapidly scale and meet the increasing demands of their user base.

Integrating Chatbots with Existing Digital Customer Engagement Channels

For maximum effectiveness, chatbots should be seamlessly integrated with existing digital customer engagement channels. This enables a cohesive and unified customer experience across different touchpoints. Chatbots can be integrated with various channels, such as websites, social media platforms, mobile apps, and messaging applications. By providing a consistent and personalized experience across these channels, businesses can enhance customer satisfaction and drive engagement. It is important to ensure that the chatbot's tone and responses align with the brand's voice and values, maintaining a consistent brand image.

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