AI Chatbots: Transforming Agency Operations and Empowering Clients

Artificial Intelligence (AI) chatbots are revolutionizing the way agencies operate and serve their clients. By integrating AI tools like ChatGPT-style bots, agencies can automate operations, analyze media and trends, and enhance client campaigns and data reporting. The benefits of AI chatbots are manifold, ranging from saving time and money by reducing menial tasks to boosting flexibility and efficiency in client services.

The CEO of digital agency Septeni Global, Jay Suefuji, highlights the cost-saving potential of generative AI in various agency functions, including creative, media solutions, and operations. Automation and chatbots, in particular, excel in streamlining operations by eliminating repetitive tasks and improving efficiency, ultimately resulting in significant time and cost savings.

Similarly, AI chatbot platform Gupshup’s CEO, Beerud Sheth, emphasizes the widespread integration of chatbots in business operations. From customer interactions to employee support, chatbots seamlessly enhance processes across the entire customer life cycle, driving conversion rates, revenue growth, customer satisfaction, and support cost reductions.

One of the key advantages of AI chatbots for agencies is the expedited access to tracking and reporting data. Annmarie Turpin, CTO of Ocean Media, explains that chatbots enable quicker data access, offering more flexibility to serve clients without the need for extensive dashboard development. Unlike traditional dashboards, chatbots allow clients to ask questions directly, reducing the cognitive load on users and freeing agencies from the burden of anticipating client needs.

Moreover, beyond data access and client flexibility, agencies are leveraging AI in operational processes to achieve more strategic and high-value work. Septeni Global, for example, partnered with Soundraw to develop AI-generated background music that enhances the effectiveness of video ads. By automating tasks like report generation, data visualization, and automated alerts, agencies can focus on serving clients more efficiently.

AI chatbots also have the potential to revolutionize internal functions within agencies. Red Door Interactive, for instance, implemented a chatbot, CMore, for onboarding and internal HR operations. This conversational AI assistant has learned company policies, benefits information, and security procedures, saving the agency a total of 100 hours since its implementation. The AI chatbot allows HR teams to focus on more progressive tasks and project management, improving the overall employee experience.

While the benefits of AI chatbots are significant, there are challenges to consider. Issues such as data ownership and sharing can limit the effectiveness of AI systems. However, once these hurdles are overcome and data sharing becomes more open, the impact of AI automation will accelerate even further.

Overall, AI chatbots are set to transform agency operations, empower clients, and enhance the employee experience. By harnessing the power of AI, agencies can save time and resources, deliver more personalized and efficient services to clients, and unlock new levels of productivity and innovation.


  1. What are AI chatbots?
  2. AI chatbots are computer programs that use artificial intelligence to engage in conversations with users, responding to their queries and providing relevant information.

  3. What are the benefits of AI chatbots for agencies?
  4. AI chatbots can save time and money by automating repetitive tasks, increase flexibility in serving clients, improve data access and reporting, and enhance overall operational efficiency.

  5. Can AI chatbots improve internal functions within agencies?
  6. Yes, AI chatbots can automate routine tasks across departments like HR, IT, and facilities management, freeing up human resources to focus on more strategic and progressive work.

  7. What challenges do AI chatbots face?
  8. Challenges include data ownership and sharing, as well as the finite capacity of AI to understand brand identity and explain why certain actions or creations were made.

  9. What is the future of AI chatbots in agencies?
  10. The future looks promising, with the continued integration of AI chatbots and advancements in automation technology. AI chatbots are expected to play an increasingly vital role in agency operations and client services.