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Start with the kind of work the chatbot is doing
Before choosing a support task to automate, distinguish an answer based on approved information from a lookup or action involving a customer’s account. A chatbot can explain a published shipping policy using current help content. It cannot accurately report a particular order’s status unless it can retrieve that order’s records. Similarly, explaining a return policy is not the same as checking eligibility or initiating a return.
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| Customer need | What the chatbot can do | What it needs to do more than provide general guidance |
|---|---|---|
| Get a general answer | Explain business hours, shipping windows, prices, product details, or policies from approved content. | Current, maintained source content; a relevant next step when one applies. |
| Check or change something | Look up an order, check appointment availability, or guide a supported account change. | Access to current business records or a connected workflow, plus authentication and permission checks where customer data is involved. |
| Solve a problem | Lead a customer through known troubleshooting steps and collect useful details. | A documented troubleshooting path and a way to hand unresolved cases to a technical support agent. |
| Reach the right person | Identify the request, collect required information, and route it to an appropriate team. | A clear escalation route and conversation-context transfer so the customer does not have to repeat the issue. |
These distinctions are more useful than a long list of tasks with no explanation of what makes them possible. IBM and Zendesk describe chatbots as supporting both customer guidance and more transactional tasks, but an implementation should claim an action only when its connected workflow actually supports it. IBM’s customer-experience overview and Zendesk’s use-case guide discuss those applications.
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Ideas for helping customers get an answer
1. Answer frequently asked questions
Use a chatbot to answer questions about business hours, shipping windows, return policies, pricing, or product and service information. Ground answers in approved help content rather than asking the bot to improvise. Keep that content current, and point to the relevant policy, page, or next step when it helps the customer continue.
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For example, “What’s your return policy?” can be answered from a published policy. The answer should explain the stated terms, not imply that a specific customer’s item is eligible for return. Zendesk and IBM list common questions and knowledge-based answers among chatbot applications. Zendesk’s chatbot guide and IBM’s guide to AI customer service chatbots describe these uses.
2. Provide product, service, and shipping information
A bot can explain what a product or service does, share published pricing information, or answer a general delivery question such as how long standard shipping takes to California. This is still a content-answering task if the response comes from maintained information. If the customer asks about a specific shipment, the bot needs a live order and shipment lookup instead of a general shipping estimate.
Ideas for checking or changing something
3. Check order and delivery status
For “Where is my order?”, a chatbot can return a current status or tracking path when it can retrieve the customer’s order and shipment records. Without that connection, it can explain how the customer may find tracking information, but it should not present a general estimate as a live status. IBM uses the order-status question as an example of an ecommerce chatbot request in its ecommerce chatbot guide.
4. Guide returns and exchanges
A chatbot can explain the return or exchange policy, ask for the relevant details, and direct the customer to the next step. If it is connected to order information and a documented returns workflow, it may also check eligibility or start the process. A policy answer on its own does not establish that a particular purchase qualifies or that a return has been approved.
That distinction matters because a customer may hear “returns are accepted” as a promise about their case. Make the bot’s response clear about whether it is explaining a rule, checking an order against that rule, or initiating a transaction. IBM’s customer-experience overview describes chatbot use for customer tasks, while Zendesk’s use-case guide covers support applications such as returns and other workflows.
5. Help with appointment scheduling
A chatbot can answer scheduling questions and, when linked to the scheduling system, show available times and book, confirm, reschedule, or cancel an appointment. The connection matters: a bot relying only on static information can explain how to book, but cannot safely represent current availability or confirm a change. Appointment scheduling is among the chatbot use cases listed by Zendesk and IBM.
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6. Support account access and routine account changes
For password resets, a chatbot can explain the supported reset steps and direct a customer through the account’s established process. It may also guide other routine changes if the business supports them. Before the bot reveals customer-specific information or changes an account, it needs suitable authentication and permission checks. IBM discusses account-related chatbot tasks, and Zendesk lists password resets among chatbot uses.
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Ideas for solving problems and reaching the right team
7. Walk through common troubleshooting
For known issues, a chatbot can offer clear, approved steps and ask for context that helps identify the problem. If the symptoms do not match a supported path, or the steps do not resolve the issue, route the customer to a technical support agent with the details already collected. That makes automation useful without treating an uncertain answer as a successful fix.
IBM and Zendesk describe troubleshooting as a customer-service chatbot use case. The practical requirement is a maintained set of steps for problems the bot is expected to handle, plus a handoff for cases outside those paths.
8. Triage, collect details, and route requests
A chatbot can determine what a customer is trying to do, collect the information a team needs, and send the request to the right destination. For example, it can distinguish a billing question from a delivery problem and gather the relevant order or issue details before routing. Preserve the conversation context during handoff; otherwise, the customer may have to repeat information the bot has already gathered.
Automated customer service guidance from Salesforce and Zendesk’s chatbot use-case guide discuss automation and support use cases. A useful handoff is part of the service flow, not evidence that the bot resolved the request itself.
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9. Collect feedback and send service updates
A chatbot can invite a customer to share feedback in context, such as after an interaction, or provide a proactive notice about a known delay or outage. Keep service updates tied to current information and state only what is known. A notification based on stale operational data can create confusion rather than help.
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Feedback is a request for customer input; it is not itself proof that the support issue was resolved. Likewise, an outage notice can inform customers but may still need a route to a person for individual cases. Salesforce and Zendesk describe feedback, proactive service, and chatbot use cases in their guidance.
What reported chatbot-use figures do—and do not—show
Zoom’s 2025 chatbot-statistics roundup attributes the following consumer chatbot-use category figures to Gartner. The percentages describe reported use across categories; they are not resolution rates, proof that the chatbot handled the task successfully, or evidence that every case is suitable for automation. The underlying Gartner report was not separately established here, so these figures should be understood as Zoom’s attribution rather than independently checked primary Gartner data. Zoom’s roundup reports:
| Category | Percentage reported by Zoom (2025), attributed to Gartner |
|---|---|
| Returns and cancellations | 58% |
| Ordering and purchasing | 52% |
| Account information | 43% |
| Payments and transactions | 40% |
| Feedback | 38% |
| Troubleshooting | 36% |
| Checking order status | 26% |
| Complaints | 25% |
How to make these ideas reliable in practice
Keep content answers separate from live lookups
Label the difference in the customer-facing flow. A general policy answer comes from maintained content; an order status, appointment slot, account detail, or eligibility decision comes from current records. If the bot cannot retrieve the required data, it should say what it can explain and direct the customer to the available route for a live answer.
Be explicit about guidance versus action
Use precise language for each capability. “Here is how to request a return” is guidance. “Your item is eligible” requires an eligibility check. “Your return has been started” requires a completed workflow. The same standard applies to booking, rescheduling, cancellations, and account changes: do not claim completion unless the connected process confirms it.
Keep escalation visible and preserve context
Make it possible to reach a person when a request is complex, sensitive, unsupported, or unresolved. Pass along the customer’s stated goal and details already collected so the next agent can continue rather than restart the conversation. IBM’s chatbot guidance and Salesforce’s automated-service overview support the roles of escalation and automation in customer service.
Measure outcomes, not just bot activity
A high count of chatbot conversations does not show that customers received a correct answer or had their issue resolved. Evaluate the accuracy and usefulness of answers, successful completion of supported workflows, customer experience, and whether escalated cases reach the right team with adequate context. Treat containment as a useful measure only when it corresponds to a customer need being met, not simply a conversation ending.
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Frequently Asked Questions
What are common customer service chatbot tasks?
Common tasks include answering FAQs, checking order status, explaining returns, scheduling appointments, guiding password resets, troubleshooting known issues, routing requests, collecting feedback, and sharing service updates. Whether a bot can complete a task depends on its content, data access, permissions, and connected workflows.
Can a chatbot check where an order is?
Yes, if it can retrieve current order and shipment records for the customer. Without that connection, it can point the customer toward tracking information but cannot provide a verified, account-specific status.
Can a chatbot process a return?
It can explain the policy with approved content. Checking eligibility or starting a return requires access to the relevant order information and a supported returns workflow; explaining the policy alone does not approve a particular return.
When should a chatbot transfer a customer to a person?
Transfer the request when it is complex, sensitive, unsupported by an approved path, or still unresolved after the bot’s steps. Include the conversation context so the customer does not need to restate the details.
Are chatbot-use percentages the same as resolution rates?
No. The percentages in Zoom’s 2025 roundup are reported consumer-use figures attributed to Gartner, not measures of successful resolution or suitability for automating every case.
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