When we talk about robots providing care and having conversations with human beings, we can soon imagine a futuristic scenario, full of humanoid machines.
But we can assure you that, in real life, this already happens and it is very different from what you imagine.
We are talking about a chatbot service, something futuristic, but very present in our days.
Far from the applications seen in movies, for digital marketing, bots are used with a certain frequency, aligned with strategies aimed at problem solving, nurturing and converting leads, in which, when contacting, the customer can answer questions of an answering machine with predefined directions.
All this in the official whatsapp app, on social networks or service via the website.
To understand more about the relationship between these two themes and their applicability, in addition to knowing how to create an optimized chatbot step by step, check out our post right now!
Customer service: the future is now
When we send messages via Whatsapp and we are offered pre-human service, we talk to a robot. Years ago, it was by telephone that this contact took place, also with a non-human object capable of performing calls.
Today and a few years ago, human beings have been looking for ways to optimize their time and transfer the responsibility of dealing with bureaucracy to machines. And it's succeeding!
Now, digital marketing is increasingly introducing different types of tools capable of improving results and achieving superior performance.
One of the main examples is the development of bots capable of interacting with human beings, solving doubts, performing processes and developing many other important functions for our routine.
This type of service is usually carried out on websites, but its expansion to several other places, such as social networks and messaging applications, is growing and notable.
But is this service sufficient for the existing demands?
Find out in the next topic!
Image: Customer service chatbot: how to choose the best channel for your business
Chatbots for customer service: is it worth it?
With the implementation of efficient chatbots, companies and customers win.
This happens because, in this two-way street, the customer is satisfied with his problem solved and the company is able to delegate more punctual functions to the employees who would be dealing with a large demand for services.
Among the many benefits that we can mention, here are some that stand out:
- Availability 24 hours a day;
- Optimization of the team's time as a whole;
- Collection and organization of collected data;
- Reduction of service costs;
- Possibility of working on different platforms.
In Brazil, the use of chatbots has moved beyond the testing phase and is now part of companies' customer service infrastructure.
Recent data from the Panorama Mobile Time report – Map of the Brazilian Bot Ecosystem 2024 – indicates that approximately 820,000 bots have already been developed in the country, representing a 22% growth in one year, and that these robots handle hundreds of millions of customer service sessions every month.
This reinforces the fact that conversational automation is no longer a differentiator but a key component for scaling customer service without sacrificing quality.
Globally, market studies point in the same direction: the chatbot segment is growing at an accelerated pace year after year.
International reports indicate that the chatbot market was estimated at around $5.4 billion in 2023 and could exceed $15 billion by 2028, with an annual growth rate of over 20%.
For companies, this means that investing in conversational automation is no longer an isolated experiment, but a consistent strategy to gain efficiency, reduce costs, and meet the expectations of an increasingly digital consumer.
How does artificial intelligence optimize bots?
In addition to the technology used in chatbot systems, it is still possible to enhance services through the implementation of Artificial Intelligence.
This upgrade is carried out, especially, with the aim of improving the user experience, providing interactions closer to human relationships, mainly through Natural Language Processing (NLP).
Recent advancements in generative artificial intelligence have elevated chatbots to a new level, bringing them closer to the idea of "digital agents" capable of maintaining context, learning from each interaction, and generating responses in natural language.
Customer experience trend reports, such as Zendesk's CX Trends, show that most CX leaders see AI as a strategic tool for handling large volumes of contacts, increasing satisfaction, and generating return on investment, while consumers demonstrate openness to interacting with AI-based assistants when it translates into faster and more effective service.
In addition, several improvements can be made so that the bot meets in a more in-depth way, understanding user patterns to solve problems and make the service more and more positive.
4 most used types of bots
In the midst of so many models and applicability of this system, four of them stand out among the others, as they are the most common and are increasingly inserted in our daily lives.
To understand the function of each of them and their goals for companies, check out, below, four types of chatbots developed to perform calls!
1. WhatsApp chatbot
On the rise for companies with commercial accounts, chatbots developed for Whatsapp are designed for quick, first-contact calls, before directing the user to an attendant.
However, it is possible to find ecommerce companies using this tool to deliver updates on transport, product exchange and even to send promotions.
This potential increases even further when the company uses the official WhatsApp Business API to structure its chatbot.
Guides from official messaging providers highlight that, through the WhatsApp Business platform, it is possible to automate responses to frequently asked questions, send transactional notifications, appointment reminders, and abandoned cart messages, as well as integrate the channel directly with CRM and other marketing and sales tools.
In this way, WhatsApp ceases to be just a reactive point of contact and becomes one of the pillars of the customer service and relationship strategy.
Personified or not, bots tend to be increasingly aligned with the types of dialogue developed between humans.
This has been so constant that, sometimes, some people do not even notice that it is a service with a complex system like this.
Read too:
- Artificial intelligence in student retention service
- 5 reasons to invest in AI chatbot in your capture and retention
- How can a communication flow increase conversion
2. Facebook Chatbot
Similar to the version for Whatsapp, chatbots for Facebook Messenger also aim to optimize contact with customers.
In a guided way, it is possible to take the user through different paths to the desired solution, and all this without leaving the social network.
Whether on the facebook page or whatsapp business api, social networking services are increasingly open to this type of facilitator.
3. Website chatbot
Being one of the most popular types of bot, these systems are already being implemented on websites.
You can usually notice them in the lower right corner, sometimes represented by human photos, drawings or even the representation of robots.
These site-associated templates are programmed for different tasks, from answering simple questions to providing the user with predefined site content when creating the conversation flow.
4. virtual assistant chatbot
“Alexa, what's the temperature for today?” “Siri, who won the 1970 cup?”
For many, these two names are already part of their routine, whether on their cell phones, on TV, or on their own devices.
Even serving specific companies, this is still an AI system with a chatbot for service. With this technology, it is possible to go further in the interaction, reaching voice dialogues.
Use this technology to your advantage
If you haven't started investing in this type of technology yet, now is the time!
For those who want to stand out in the middle, qualified and agile service is essential to strengthen the relationship between company and customer.
So, study the different possibilities to understand which best suits your needs and invest in this type of technology that can improve your results.
For this, the first step is to understand where your target audience is and understand where the greatest flow of service is, and then start working there.
From this information, it is possible to search for a bot that is capable of supplying this demand.
Don't be left behind, be part of the future with chatbots!
Did you just see the countless possibilities and improvements that this type of implementation can bring to a company?
There is no longer any way to escape digital marketing as a strong ally for capturing and increasing conversions. And for that, you can also count on the technology developed and applied for bots.
Falling behind in terms of digital technology is not an option for those who want to stand out in the market. For this, it is with these intelligent systems that you can count on offering increasingly qualified services.
Customer-service chatbots are the fastest way to scale support without sacrificing quality
Customer-service chatbots are now standard in digital marketing, running on websites, WhatsApp, and social to deliver 24/7 help, lower costs, and capture actionable data. Powered by NLP/AI, they keep context and reply naturally, handling FAQs, triage, and lead nurturing through to conversion.
A hybrid setup (guided flows + AI) balances coverage and control. Common formats include WhatsApp Business API bots, Messenger/DMs, site widgets, and voice assistants.
When connected to your CRM and automation, the bot can send updates, recover carts, push promotions, and hand off to humans when needed — shifting from reactive support to a scalable relationship and revenue channel.
Did you like the content? Then you will also like our post chatbot AI your capture and retention. Check it out, right now, and delve into the subject!
Do you still have doubts or insecurities? Leave your concerns about the topic in the comments and our experts will clarify whatever it takes!
FAQ: Customer service chatbots — what they are, where to use them, and how to get results
What is a customer service chatbot?
A conversational system that helps users on website widgets, WhatsApp, and social DMs, answering questions, routing requests, collecting data, and supporting conversions 24/7.
Are chatbots really worth it?
Yes. They cut costs, increase availability, speed up responses, capture useful CRM data, and free agents for complex cases, boosting satisfaction and conversion.
Which channels should I prioritize?
Website widget, WhatsApp Business API, and Facebook/Instagram DMs. In some scenarios, voice assistants (Alexa/Siri) also help.
What are the common bot types?
Informational FAQ, lead capture/qualification, transactional support (order status, rescheduling, invoices), and triage with live-agent handoff.
Do chatbots use AI?
They can. Rule-based flows follow predefined paths; AI/NLP understands natural language and keeps context. A hybrid (flows + AI) often balances control and coverage.
Why use RAG?
Retrieval-Augmented Generation grounds answers in trusted sources (FAQ/policies/catalog), reducing hallucinations and keeping content current.
How do I start implementation?
Define objectives and use cases, pick high-demand channels, design flows, connect core integrations (CRM/automation/systems), and run a KPI-driven pilot.
Which KPIs matter?
Response time, containment/resolution rate, CSAT, abandonment, live-handoff rate, conversion by journey, and validity of collected data.
How should CRM and automation integrate?
Standardize fields, send events (visits/clicks/downloads), trigger transactional updates and nurturing, store consent and preferences.
How do I ensure great CX?
Use clear, human language; offer concise options; keep a visible “talk to a human”; personalize by context; avoid over-messaging and excessive data requests.
What about privacy/compliance?
State purpose, get consent when required, provide easy opt-out, keep audit logs, minimize sensitive data, and align retention with policy.
When should the bot hand off to a human?
For complex/sensitive requests, frustration signals, or after two failed understanding attempts.
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