Chatbot Opportunities: How to Extend Scope

The most successful chatbot utilising organizations build their chatbot to serve in different areas of expertise with possible integrations. This is done over time as the chatbot conversations show the direction of how to develop the content.

Using chatbots can change how the organization sees the needs of existing customers. At its best the chatbot analytics can show changes in the business environment at an early stage. This makes it easier to react to them.

Here are 4 steps to extend the scope of chatbots:

1. Analyze what customers want

The organization starts to teach the chatbot within a project scope. After publishing the chatbot to users, it continues to teach the chatbot by analyzing conversation data. This is what increasing volume in chatbot usage is at its best: analyzing customer needs from the conversations and extending the scope of the chatbot’s areas of expertise. And it all starts with the customers’ questions.

2. Understand the different needs for internal and external chatbots

The organization may be using a chatbot for internal or external use cases. The users may be employees or customers. Sometimes the user questions asked from the chatbot may be somewhat different than what was originally expected. In short, know what brings value to the chatbot users in general.

3. Educate and help chatbot users

In some cases the organization’s product or service may be linked with another provider’s product or service. They may be used side by side. The chatbot users may need assistance in using applications and the software. Organizations often use multiple systems side by side and the organizations’ internal chatbot users need to learn how to use them. Learning can be made fun with the chatbot. The content can be in a written format but can also be given in a video format. Ticketing services can be added if the user needs further assistance.


Even if the users are not asking about the organisation’s core product or service, the organisation may still need to give advice to the user on how to proceed using the products and services side by side.


4. Analyze and improve customer service time usage

Whether to train the chatbot to answer a specific question or not can be verified by the amount of times users have asked about the topic. It could also be verified by the organization’s customer service team. If the customer service team is using a lot of resources to guide the customer on the topic, it is worth teaching the chatbot. This way the information is accessible 24/7 to the customer.


After all, the chatbot exists because of the customers and serves their needs. These needs can be met by analyzing the chatbot conversation data and reacting to new topics brought up by the customers at an early stage. As the customers see that the chatbot is solving their issues, they are more likely to use the chatbot services further. Acknowledging these opportunities with the chatbot is important and increases the volume.