Chatbots Help Reach Millions Of First-Time Appliance Buyers In India by Alexa Weber Morales


In India, hundreds of millions of people are only starting to get reliable electricity, meaning for the first time they’re potential buyers of appliances such as a fan or lamp. And yet, even though that kind of consumerism is new, these would-be customers still have the characteristic impatience of millennials: “These are 10-second people—if they don’t get an answer in 10 seconds, you lose their attention,” says Anant Bajaj, a managing director for Bajaj Electricals, a lighting, engineering, electric utility, and appliance maker based in Mumbai.

That explains why Bajaj Electricals is testing chatbots, which will let customers use SMS to report a problem with an appliance, request a demo, or schedule an appointment with a technician. Read how chatbots work, and how they could shape the way people engage with makers of consumer products.

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