Gartner Research

Top Use Cases to Deliver a CRM-Integrated Chatbot

Published: 22 January 2019

ID: G00373522

Analyst(s): Jeffery Skowron


Chatbots offer interactive and conversational UI for digital customer engagement. Technical professionals responsible for CRM and customer experience will find success by focusing on interaction content and CRM-integrated functionality in customer support and customer engagement chatbot use cases.

Table Of Contents


  • Prioritize Your Chatbot Use Cases
  • Support Customers With Customer Service Use Cases
    • Customer Service Chatbot: Customer FAQ
    • Customer Service Chatbot: Customer Account Self-Service Enablement
    • Customer Service Chatbot: Order Management Self-Service Enablement
  • Extend Customer Engagement With Chatbots
    • Customer Engagement Chatbot: Product Research
    • Customer Engagement Chatbot: Marketing Enablement
    • Customer Engagement Chatbot: Commerce Enablement
  • Ensure Chatbot Consistency


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