How Chatbots and Digital Adoption Platforms Improve Customer Service


Chatbots are becoming increasingly prevalent for both customer and employee self-service. But precisely what are they, why would a company choose to use a chatbot, and what are the best practices for using bots?

In this blog, we answer your questions about chatbots and how they work with a Digital Adoption Platform, like Apty. 

How Do Companies Use Chatbots?

Chatbots are virtual assistants used to help improve the user experience for customers or employees. They work by using natural language processing technology to answer the most frequently asked questions. Chatbots provide internal and external users with helpful answers in a short amount of time. 


There are two types of chatbots: rules-based and AI-powered. Most bots are rules-based – they take the user’s input, scan the knowledge base for articles related to that input, and serve up the related content.

An AI-powered chatbot will do all of that and actively learn from the interaction to improve performance during the next one. 

Chatbots are common in e-commerce settings and B2B, especially in travel, real estate, and medicine.

Why Do Companies Choose Chatbots?

Chatbots allow businesses to offer high-quality service because of how they help with resource allocation. A bot can answer basic questions, which frees up customer service representatives or IT support agents to answer more difficult questions that require more attention.

Chatbots should help decrease support costs by enabling users to solve their problems without opening a support ticket. 

Companies that want to optimize their user experience and decrease support costs, even more, should consider combining a chatbot with a Digital Adoption Platform to drastically increase the success of Digital Adoption across the organization.

A DAP is an overlay on any web-based application that offers on-screen guidance. The DAP will show users where to click and what to do as they try to complete their tasks. 

How can a DAP improve your chatbot? Instead of linking to a support article, you can create a link to an interactive walkthrough with your DAP.

For example, let’s say a customer asks a question about how to start a return. A typical bot would link either to your FAQ page on returns or to the order page where the user can initiate a return.

With a DAP, you could link to the returns page and continue showing them what to do with on-screen guidance bubbles until the process is complete. 

What are the benefits of using a DAP and a Chatbot together? 

Here’s why you should use a Digital Adoption Platform with your chatbot.


a. 24/7 Support for Users

Not all your users are in the same timezone as your support team. Enable users to solve their issues in real-time no matter where they are with the always-on capabilities of a DAP and a chatbot. 

b. Faster Responses

While agents can only take one call at a time, chatbots and a DAP can answer thousands of questions at a time. Your customer and employees can get the answers they need immediately.

Interactive voice response can also help in accelerating resolution, improving routing and cutting costs. Check this page to learn more about IVR.

c. Automated Efficiency

Chatbots and DAPs can both be configured to utilize automation. They can help set up meetings and provide advanced search functionality. They’re far more advanced than people might think. Chatbots and a DAP are a low-cost way to add automation to your application. 

d. Personalized Experience

Chatbots can view the data from a user’s previous visits and offer a personalized experience. A DAP can provide customized on-screen guidance based on what it knows about a user as well. For example, a manager might receive different instructions for completing a task than the team working for them. 

e. Consistency

When placing calls with agents, you’re likely to get a different one every time. There are no guarantees that you’ll receive similar answers from each person. Chatbots and DAPs offer a consistent level of support. 

Improve your customer experience with Apty’s on-screen guidance.

Three Best Practices For Using Chatbots for Customer Support

So, if you’re implementing a chatbot for the first time, how can you make sure it’s a success? Be sure to follow these best practices.


Best Practice #1: Empower your chatbot with good data. 

According to the CCW Digital Special Report on Chatbots, “bots are only as good as the intelligence driving their operation.” This means that you must make sure your knowledge base is up-to-date and optimized for search.

To build a strong knowledge base, you need to understand your user personas, identify user problems before they happen, and structure your content in the base. 

The better the content is that you feed your self-service bots, the more effective they will be at answering your employee and customers’ questions and helping them have a great experience. 

The same tips apply to the information and on-screen guidance you create using your Digital Adoption Platform. 

Best Practice #2: Test and train your chatbot. 

Chatbots learn from each interaction, so set your bot up for success by doing internal tests before releasing it to the public. You can make sure the technology can answer your users’ most basic questions.

Best Practice #3: Track and optimize your chatbot. 

Make sure that you are monitoring its performance. Are users engaging with it? How often? How many questions is it successfully answering? How many is it deflecting? Once you can measure these factors, then you can work on improving them. 

Put Your Chatbot to Work

Chatbots are a great way to improve the user experience for customer-facing and back-end critical business applications. When you combine the power of a chatbot with a Digitial Adoption Platform, you also help ensure that your trained, experienced service professionals aren’t stuck answering basic questions.

Keep your user happy while lowering costs by using bots with a Digital Adoption Solution.

Get more from your chatbot with Apty.

Originally posted on November 4, 2020

Nathan Altadonna
Written by Nathan Altadonna

A former journalist and product manager, Nathan is a proud tech geek who blogs about digital transformation, employee productivity, and enterprise software. In addition to his work with Apty, Nathan runs his own consulting company, Innate Digital, helping companies develop content and get the most out of their marketing tech stack.

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