How Chatbots Can Help You Better Understand Your Buyer's Journey


Chatbots are revolutionizing the way companies do business. More than just customer service tools, these AI-powered bots can deliver plenty of insights and information. Using those insights, companies can better understand their buyers, their journey from lead to loyal customer, and how to make that journey as smooth as possible. 

That sounds like a tall order for a chatbot, right? Not really. Thanks to machine learning and other artificial intelligence technologies, that’s just one of the ways you can use chatbots to your advantage. In this guide, we’ll take a closer look at how to do that, as well as how to maximize the benefits of your chatbot in all ways. 

Today’s AI chatbots collect droves of data from every interaction. If you’re not using that data to the fullest, you’re missing out. With that in mind, consider the following ways to use your chatbot insights to understand and improve the buyer’s journey. 

Chatbots can tell you what questions people are asking

Understanding buyer needs and pain points is critical to successfully helping them on their journey. When you utilize chatbots, you can gain valuable insights into people's questions and their biggest concerns. This might help you to:

  • Create a better FAQ page or knowledge base.
  • Anticipate their needs and address problems before they arise.
  • Deliver a more personalized experience.
  • Clarify information on your website or other online pages to ensure it’s clear and easily understood.

There are several ways that you can take advantage of this information. These are just a few ideas to get you started. Delivering a better experience and anticipating needs will set you ahead of the competition. 

Get a clear idea of buyer personas and demographics 

Although your chatbot isn’t asking people about their age, status, gender, professional role, or other details, the information it gathers usually provides all that to you. And the more information your chatbot can collect, the better. When you see this data collectively, you may notice audiences or buyer trends you didn’t realize otherwise. 

It can also help you create more targeted marketing campaigns and sales efforts, improving the entire customer journey from lead to returning buyer. AI-based chatbots can cultivate a lot of highly accurate, valuable data in a fraction of the time it would take your lead generation team without the risk of human error. 

Monitor buying trends and customer behaviors 

You might not realize it, but a chatbot is a valuable resource for tracking customer behavior, purchase patterns, and other details. This can provide insight into how to reach your customers better, deliver personalized recommendations, and be ready for whatever they may need. 

You can also predict customer behavior, making it easier to hone your website or improve the journey. There is a lot of valuable data that you can use here, so make sure that you’re putting it to work. Ultimately, this makes giving your buyers what they want much easier, keeping them coming back repeatedly. 

Understand where people are coming from and where they want to go 

Most buyers already have a preconceived idea of the journey they expect to take when they arrive at your website. They might not know the details, but the basics are tucked in their minds. They want to ask a particular question, find a solution for something, or see if you can handle their pain points or if they need to go somewhere else. 

They also want to see if you’ll provide a single solution or a lifetime relationship and what value they get beyond the end product or service. With a chatbot, people can glean a lot of this information without talking to a single person. While they’re doing that, you can collect data about what those people want and what brings them to you, allowing you to deliver a better experience every step of the way. 

Use conversational marketing to let customers tell you what they want 

Nothing is better at telling you what buyers want than, you guessed it, the buyers themselves. With conversational AI tools, you can use real-time engagement to help people move through the journey and make decisions along the way. Targeted messaging and personalized interactions drive conversion rates. 

The AI chatbot's beauty is its use of conversational AI and other machine-learning processes. Unlike previous chatbots that relied on static flowcharts and canned responses, today’s AI chatbots can train themselves and learn how to respond to queries more effectively. This enhances every step of the engagement for the buyer, from the marketing stage until they’ve completed their transaction. 

It's all about the data 

While chatbots can do a lot to lead your customers to the answers they need, the benefits you gain are far more valuable. Chatbots can harness and analyze droves of data in a fraction of the time it takes a human. You can get all kinds of insights about your buyers and their journey, including areas where things are working effectively and when your buyers might need a little support. 

Take advantage of your chatbot's data to get to know your buyers better. Find out what they expect from the customer journey and how you can deliver that, one touchpoint at a time. Utilize all the data you have to track key metrics and ensure your chatbot delivers as it should. 

While you’re analyzing your sales processes, who’s handling the leads?

As soon as you start improving the buyer’s journey, you will see an increase in leads and conversions. If you’re unprepared, that can be hard to keep up with. Fortunately, you can partner with the virtual receptionists at, who can handle it all for you. We have a new AI voice assistant that you can check out, support for chatbots and live chat, and even a team to assist with outreach campaigns. 

Plus, we can help with lead intake and appointment scheduling, freeing up even more of your time. To learn more, schedule a consultation or reach out to


Business Education

Elizabeth Lockwood is the content marketing associate at She focuses specifically on writing and editing engaging articles, blog posts, and other forms of publication.

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