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Chatbots: Examples of a wide range of Applications
Chatbots powered by artificial intelligence (AI) do far more than simply handle direct customer contact, making them ideal for use in customer service, complaints handling or sales. With the help of AI agents, these solutions are able to plan and carry out complex tasks independently. They boost productivity and enable companies to gain valuable insights into customer needs and internal processes.
Who uses Chatbots?
Chatbots are used primarily by companies for internal communication, but most commonly forcustomer communication. AI chatbots are used in both B2C and B2B communication. They help companies to automatically resolve and respond to enquiries from customers, prospective customers or end users, and enable 24/7 digital services.
Where are Chatbots used?
The primary aim of using chatbots is to automate processes efficiently, whilst at the same time engaging customers and prospective clients at the appropriate stage of their customer journey, in line with the context. The areas within a company that typically benefit from this are:
- Marketing
- Sales
- Customer service
Almost any sector can benefit from using a chatbot, provided the company has a digital presence. Sectors known for using chatbots include:
- E-commerce, e.g. Katjes and Steiff
- The financial sector, e.g. AdmiralDirekt
- Energy, e.g. Octopus Energy and TEAG
- Universities and higher education institutions, e.g. the BVS and Anhalt University of Applied Sciences
- Tourism and transport, e.g. BLS and Nuremberg Airport
- Publishing houses, e.g. Funke and Spekturm
- HR and recruitment, e.g. Hays and ELA Container.
Examples of chatbots in customer service
- TEAG: Website chatbot including live chat (focus: customer service & self-service)
- Airport Nuremberg: Website chatbot with AI agents (focus: customer service & travel information)
- ImmoScout24: Website chatbot (focus: customer service & platform support)
- Teleboy: Website chatbot (focus: customer service & customer insights)
- AdmiralDirekt: Website chatbot (focus: customer service & claims processes)
- Spektrum der Wissenschaft: Website chatbot (focus: customer service & customer insights)
Examples of chatbots in sales
- Wollenhaupt: AI Product Consultant (Focus: Sales & Product Consultancy)
Examples of chatbots in marketing
- Chocoversum: Website chatbot (focus: marketing & conversion))
- Geberit: Website chatbot (focus: product advice & marketing)
- Jägermeister: Campaign chatbot (focus: temporary marketing campaign)
Examples of chatbots in Customer Service
Almost any sector can benefit from using a chatbot, provided it has a digital presence. The sectors and companies known for using chatbots include, amongst others, the following:
TEAG
TEAG, a Thuringian energy services company, is using moinAI, a chatbot, for its customer service. At TEAG, enquiries about meter readings, instalments and bills are among the most common issues – topics that regularly generate a high volume of enquiries. Since 2020, TEAG has been using the chatbot with the aim of easing the burden on customer service and creating a digital point of contact for customers. Whilst the initial focus was primarily on automating frequently asked questions, the chatbot is now evolving into a comprehensive digital service channel. With the new online portal, which was launched in mid-2026, integration with the core systems is now also possible. Via the TEAG API, the chatbot can access relevant data directly and process service requests without any disruption to the workflow. This includes, amongst other things, the
- Adjustment of discounts
- Reporting of meter readings
- Issuing a SEPA direct debit mandate,
- and viewing products and tariffs.
Authentication is a key component of this process: users who are already logged in are automatically recognised. If customers access the system via the public website, they can verify their identity directly within the chat before accessing sensitive contract details or making any changes.
The integration with the new customer portal has recently gone live. Further insights and results from this development are set to be presented during a joint webinar organised by TEAG and moinAI at the end of the year. You can find out more in the Chatbot Case Study TEAG.
Airport Nürnberg
Nuremberg Airport uses the AI chatbot to assist travellers with their enquiries more quickly and efficiently. This is because, as soon as aircraft take off and land, numerous time-sensitive enquiries arise – for example, regarding luggage, parking, check-in or flight status. This results in a high volume of enquiries at the service centre. Nuremberg Airport’s aim is:
- to take the pressure off customer service,
- improve the customer journey and
- create a digital service solution that works reliably even when there is a high volume of enquiries.
AI agents instead of a general chatbot: Nuremberg Airport has adopted an AI agent concept in which each agent is assigned a clearly defined subject area and accesses only the information from the knowledge base that has been authorised for that area.
Thanks to the agents’ specialisation, responses can be tailored more precisely and ‘hallucinations’ reduced. The flight status expert accesses flight data directly via webhooks. By asking specific follow-up questions, the chatbot can provide relevant information about flights. It therefore does not act as a ‘one-size-fits-all chatbot’, but rather as a digital specialist adviser.
The results are impressive:
- Over 10,000 automatically handled conversations per month
- 32,000 conversations handled in the last three months
- An automation rate of over 93%
- Handover to staff via ‘Human Takeover’ for complex enquiries or where there are gaps in knowledge.
The example of Nuremberg Airport shows how AI agents can create a scalable digital service channel that provides reliable support even when enquiry volumes fluctuate significantly.
ImmoScout24
ImmoScout24 demonstrates how support can be scaled when structure and autonomy go hand in hand. Thanks to a well-organised database and a category system that has been thoroughly overhauled, the AI chatbot can operate more efficiently and assist users with common enquiries relating to the platform. These include, for example, questions about accounts, invoices, saved properties or navigation. This database was then used to build the chatbot in a targeted manner and to continuously develop it further. More complex enquiries can still be passed on to customer care staff.
One key lesson learnt from this collaboration was that the successful use of AI depends heavily on the quality of knowledge management. By optimising its knowledge base, ImmoScout24 was able to further improve the quality of the AI-generated responses.
Thanks to the service team’s ability to manage the system independently, content, workflows and customisations can be implemented directly in the moinAI Hub without having to rely on technical teams. The Dreaming function also enables the team to identify new topics and gaps in knowledge, which can then be addressed in a targeted manner.
Teleboy
Another example of the successful use of an AI chatbot is Teleboy. The Swiss telecoms company uses the chatbot to provide customers with faster support for queries relating to TV streaming, internet and mobile services, and to make its customer service more efficient. Since its launch in the second quarter of 2023, over 29,000 conversations have already taken place.
What sets Teleboy apart is that the chatbot is not only used to automatically respond to customer enquiries, but also as a source of valuable customer insights. By analysing user feedback and frequently asked questions, Teleboy identifies which topics are particularly relevant and where content or processes can be further improved. The benefits of automation are particularly evident during service disruptions: many similar enquiries can be answered quickly and automatically, whilst taking the pressure off the support team. At the same time, the chatbot is constantly evolving. Through the use of generative AI, it can generate context-based responses and identify gaps in knowledge, which can then be specifically addressed.
The results demonstrate the success of this approach: since its launch, the chatbot has achieved an average automation rate of 75 per cent; currently, this figure stands at between 85 and 94 per cent. In 2024 alone, Teleboy was able to save around 2,588 working hours – or 288 working days – in support costs through the use of the chatbot.
The core issue was first-level volume: too many recurring standard inquiries tying up agents without adding real value. moinAI intercepts exactly this layer: contracts, invoices, status updates, short and quick questions, and basic consultation. And it does so around the clock, with zero wait time for the customer.
Teleboy, customer of moinAI
You can find more information about Teleboy and the solution in the case study here.
AdmiralDirekt
The car insurer Admiraldirekt.de uses the benefits of a chatbot with artificial intelligence in customer service. The use cases from the company's insurance areas for the chatbot are:
- Acceptance of damage reports
- Registering vehicles for a new insurance
- Reimbursement of overpaid contributions upon cancellation
- Handling documentation on SEPA mandates
- Sending registration documents
- Organization of the referral program and management of the relevant documentation
- Answering questions after the start of contract validity
- Detection of anomalies, for example when there is an increased volume of damage reports due to severe weather
The chatbot also understands complex queries and can answer them independently. In addition, by collecting real-time data, it is possible to check at any time how efficiently the software is currently working and which inquiries are increasingly being received. As a result, trends and insights can also be identified at an early stage.
Spektrum
In addition to the goal of automating recurring inquiries about subscriptions and spending and relieving customer service, the publishing house Spektrum der Wissenschaft also introduced an AI chatbot for the reason that it could generate valuable customer insights.
After Spektrum had started the chatbot implementation with the most important service questions, there were always user inquiries about new topics for which the chatbot had not yet been trained. These questions were therefore not considered relevant for the chatbot, as their form and frequency did not appear in direct support. These are questions that many users have in the background, but for which the effort of contacting support for the question is too high.
Spektrum's chatbot is not only well received by customers, but is also met with great approval within the publishing house. This is because Spektrum always communicates transparently about what the chatbot can do and where its limits are. For example, it was clear right from the start that the chatbot was not in the company to cut jobs, but to create work resources for jobs that could not be intercepted by automation. The chatbot was therefore never seen as a competitor, but as the addition that it is.
For more information about generating customer insights using a chatbot, see Spektrum webinar.
Examples of Chatbots in Sales
Wollenhaupt
As a tea manufacturer, Wollenhaupt uses ‘Teasy’, a digital tea advisor that supports retailers worldwide around the clock in German, English and French. This use case demonstrates that AI chatbots can also be deployed as digital advisors in the B2B sector. As tea is a product that requires explanation, with numerous categories and flavours, Teasy has been equipped with specialised AI agents. Whilst a standard agent answers common service enquiries, the tea advisor handles more complex product enquiries, drawing on information about preparation, growing region, flavour profile and tea category. The chatbot goes beyond traditional service enquiries and also assists with product advice.
We are experts when it comes to tea. When it comes to AI bots, on the other hand, we aren't. So the idea quickly arose: We need a partner who knows that field inside out.
The project’s further development was also fascinating: originally, Wollenhaupt had opted for a traditional click path designed to guide users step by step through the tea selection. However, in practice it became apparent that free-form dialogue with generative AI was better received. As a result, the click path was deactivated and the advisory service was switched over entirely to the AI agents.
Since going live in early 2026, around 1,200 conversations have already taken place. The automation rate currently stands at 78 per cent. At the same time, the chatbot highlights new relevant topics and helps Wollenhaupt to better understand customer needs and continuously develop its digital advisory service.
You can find out more about the development of the chatbot and the key lessons learnt in the Wollenhaupt Webinar.
Examples of Chatbots in Marketing
Chocoversum
Chocoversum is another excellent example of how the use of a chatbot can be successfully implemented in marketing. Chocoversum is an interactive experience centre in Hamburg that gives its visitors an insight into the production process of cocoa and chocolate in an exciting and interactive way. For reasons of cost and capacity, the Chocoversum initially faced the challenge in 2021 of relieving the pressure on guest services and improving the customer experience without resorting to traditional methods such as increasing staff numbers. The medium-sized company therefore decided to implement an AI chatbot on its website to bridge the service gap and enhance the customer experience.
We really appreciate that customer service is quick to reach and always open to our needs. On top of that, moinAI is very proactive in continuously evolving and offering new features.
Chocoversum GmbH, customer of moinAI
This enabled Chocoversum to automatically answer recurring customer queries cost-effectively and with minimal effort. From this use case, which was originally designed for customer service, the potential to optimise other areas of Chocoversum’s online offering quickly became apparent. Chocoversum therefore also integrated the chatbot into its ticket shop to assist customers with the booking process, increase conversion rates in the shop and thereby boost the company’s sales. The plan worked: just a few months later, Chocoversum recorded a 41% increase in ticket bookings via its online shop. You can read the full Chocoversum success story in the accompanying case study.
Geberit
Another example of successful use of a chatbot is Geberit. Here, too, the chatbot ensures that the company's online customer communication is automated and is therefore significantly more efficient. The digital assistant even acts as a kind of customer advisor and supports the user with the “AquaClean” toilet system from Geberit. The dialog system has many answers to frequently asked questions and functions.
The special feature of Geberit: Asking open questions about using the AquaClean shower toilet is unpleasant for many customers, but at the same time, the shower toilet is a product that still raises many questions. However, after implementing the chatbot, there was an unexpected and very positive side effect: Website visitors were happy to ask the chatbot lively questions about using the shower toilet.
“We found that requestors actually much prefer talking to a machine than to a real person. Of course, it is a taboo topic,” says Thomas Brückle, Head of Marketing at Geberit. The knowledge that not a potentially judgemental person but a neutral AI is “sitting” at the other end of the chat obviously lowered the hurdle to writing about the topic of intimate hygiene. Thomas Brückle: “We are taking a huge hurdle in communication with customers” — a great and unexpected result". You can find further interesting results on Geberit in the chatbot case study.
Jaegermeister
When well-known rappers like Eko Fresh and Ali As start sweating, it may be due to the successful Jäm Bot from Jägermeister — the first chatbot that can rap. This is where advertising becomes chatvertising: This example shows how creative chatbots can be and how much room for manoeuvre companies can use for themselves. In the chatbot example from Jägermeister, the temporary marketing campaign gave users the opportunity to convert a message typed into the messenger to their Facebook friends into a personal rap video. The musicians were also convinced of this idea and became part of the funny campaign.
And this is how the collaboration between rappers and the chatbot worked in this example: The software queried essential content such as the name and gender of the recipient of the message from users with a lead time of one week. Together with the content of the message, it was then off to the recording studio on an announced live day. The two musicians were already waiting there and, together with artificial intelligence, generated the rap videos.
Within a very short period of time, over 20,000 Jaegermeister fans sent a total of almost 25,000 clips to their friends via Messenger. The entire campaign had a reach of more than four million users and is therefore one of many successful chatbot examples of creative applications.
Would you like to find out whether using an AI chatbot in marketing is worthwhile for your specific use case? To do this, simply calculate the return on investment (ROI) of a chatbot based on the number of your leads with our Conversion calculator.
Conclusion: Chatbots for More Flexibility
Chatbots are real all-round talents — as shown by the chatbot examples presented here. They take on a wide variety of tasks in various departments, areas and processes. At the same time, digital assistants ensure an improved user experience. Users' inquiries are answered quickly and easily. This is particularly important in times of digital sensory overload and an oversupply on the Internet.
If you can't get enough of our chatbot examples, you can always visit our overview pages for webinars and case studies browse to see more chatbot use cases from well-known and successful brands.
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