What is a menu-based chatbot? Benefits, use cases, and how they work

Chatbots have become essential in customer support, sales, and brand communication, helping businesses address client needs quickly and consistently. While AI-powered chatbots often make headlines, not every organization requires advanced machine learning or natural language processing. Instead, a menu-based chatbot offers a simple, effective solution that is easy to install and requires no technical expertise.

In this blog post, we’ll explore what a menu-based chatbot is, how it operates, and why it appeals to various industries. We’ll also highlight some of the most common uses for menu-based chatbots and discuss their primary benefits, along with a few potential challenges you should consider. By the end, you’ll better understand whether a menu-based chatbot fits your organization.

What is a menu-based chatbot?

A menu-based chatbot is a conversational tool that guides users through predefined options rather than relying on AI to interpret user input. It is a text-based version of an interactive voice response (IVR) system used in customer service calls.

These chatbots are designed with simplicity in mind. When users engage with a menu-based chatbot, they see a set of possible questions or topics to choose from. Selecting one of these options takes them to the next relevant step in the conversation flow, eventually leading to a resolution or an additional resource. This structured approach ensures that users can quickly find the help they need.

One of the most significant advantages of menu-based chatbots is their simplicity. Setting one up doesn’t require coding knowledge—just a well-planned decision tree outlining how users will navigate the conversation. 

How does a menu-based chatbot work?

Menu-based chatbots follow a decision-tree model to guide users step by step. When a user starts a conversation, the chatbot presents a set of options, such as:

• Check order status
• Schedule an appointment
• Get technical support

The user selects the option that best fits their needs, triggering the next set of choices or a direct response. If further details are required, the chatbot continues narrowing down the inquiry through additional menus until a resolution is reached.

These chatbots can include interactive elements such as buttons, links, and images. For example:

• An e-commerce store might display product categories as clickable images.
• A healthcare provider could include a link to a scheduling form.

Menu-based chatbots make user interactions simple and clear. This helps streamline the experience and boosts efficiency.

Benefits of menu-based chatbots

When choosing a chatbot for your business, consider what best suits your needs. AI chatbots are intelligent and can hold complex conversations, but menu-based chatbots are unique. They are simple, reliable, and cost-effective.

Let’s look at some of the key benefits of menu-based chatbots and why they are a practical choice for businesses of all sizes.

1. Ease of use
   Menu-based chatbots are straightforward for both users and businesses. Customers can see the options and select the most relevant ones. Because the team lays everything out clearly, there’s less room for confusion, which leads to faster resolutions and happier users.
2. Low development cost
   If you’re considering different types of chatbots, you’ll find that AI-powered bots can be expensive to build and maintain. Menu-based chatbots, on the other hand, require minimal technical expertise. You won’t need a data scientist to train a model or a developer to implement complex APIs. Drag-and-drop tools often allow non-technical staff to create and update these bots easily.
3. Reliable and consistent
   Since these chatbots operate on a decision tree, they deliver accurate responses every time for the specific queries they cover. There’s little risk of misunderstanding user intent because the choices are predefined. This reliability helps maintain consistency in your customer support, which can improve overall brand perception.
4. Improved customer experience
   Menu-based chatbots reduce users’ guesswork by offering a structured approach. People often dislike having to type out long explanations of their problems. With a menu-based system, they can simply click their way to a solution. This straightforward experience often results in higher satisfaction rates.
5. Multi-language support
   Multi-language support is rigid with AI chatbots. You must train them extensively in each language. Menu-based chatbots, however, only require translated text for the menus and responses. Once you set up the different language options, the bot can easily switch based on the user’s initial preference, making it more adaptable for global audiences.

Common use cases for menu-based chatbots

Menu-based chatbots help customers in many ways. They assist with inquiries, enhance online shopping, and automate appointment scheduling. This simplifies processes and improves the user experience. Below are some common applications and how businesses can leverage them to improve efficiency and engagement.

1. Customer support
   Menu-based chatbots are excellent for answering frequently asked questions. They can list common inquiries—like resetting passwords or checking order statuses—and guide the user to the right solution. They can also provide troubleshooting steps and links to relevant documentation.
2. E-commerce
   Shopping online can be overwhelming if users have to sift through hundreds of products. A menu-based chatbot can streamline the process by prompting users to pick categories like “Men’s Clothing,” “Electronics,” or “Home Appliances.” It can also assist with tracking orders or initiating returns. Some e-commerce sites directly include size charts or FAQs in the chatbot interface, simplifying customer interactions.
3. Appointment scheduling
   For service-based businesses like salons, clinics, or consultancy firms, menu-based chatbots can help users book appointments directly. The bot might prompt, “Would you like to schedule a new appointment or reschedule an existing one?” Once the user chooses, they are guided through a quick and easy scheduling process.
4. Surveys and feedback collection
   Surveys often have a high dropout rate because people find them time-consuming. You can capture more responses by breaking down a questionnaire into smaller, menu-based steps. For instance, after a purchase, a chatbot can ask, “How would you rate your shopping experience?” and provide button options. This interactive approach keeps users engaged and encourages them to complete the survey.
5. Lead qualification
   Before spending time on a call with a potential customer, many sales teams want to gauge if the lead is a good fit. A menu-based chatbot can ask preliminary questions about budget, project requirements, or location. Based on the answers, the chatbot can direct the user to a self-service resource or pass them along to a sales representative for further discussion.

Challenges and limitations of menu-based chatbots

While menu-based chatbots offer numerous advantages, they also have drawbacks. Their structured nature makes them easy to use and implement but can also lead to certain limitations. 

Knowing these challenges helps businesses decide if a menu-based chatbot is right for them. It also helps them determine if they need extra solutions to enhance their features.

1. Limited flexibility
   Menu-based chatbots rely on predefined paths and cannot handle questions outside their set options. The chatbot may require human intervention if a user has a unique or complex request.
2. Lack of personalization
   These bots don’t dynamically adjust responses based on user behavior. Knowing these challenges helps businesses decide if a menu-based chatbot works for them. They can also see if they need extra solutions to boost their features.
3. Not ideal for complex queries
   If your business deals with highly technical or multifaceted inquiries, a menu-based chatbot might not be the right solution. More advanced AI or human customer support becomes necessary when questions demand detailed context or real-time analysis.

Best industries for implementing menu-based chatbots

Choosing the right chatbot depends on your industry, audience, and business goals. Menu-based chatbots work well in retail, hospitality, healthcare, and travel—where users typically seek quick answers or perform repetitive tasks.

For example:

• A hotel might use a chatbot to provide room information, amenities, and check-in times.
• A medical clinic could allow patients to book appointments and access FAQs, reducing call volume for staff.

However, if your customers frequently ask complex or personalized questions, you may need a more advanced chatbot. One alternative is to combine a menu-based chatbot with an AI-powered or live-agent option, which ensures that complex inquiries are properly handled.

Create a custom chatbot in minutes with Jotform

If you want to elevate your customer service with an efficient chatbot solution, consider trying Jotform’s AI Chatbot. This easy-to-use tool enables you to create customized chatbots for various industries and use cases without coding. Thanks to a drag-and-drop interface and flexible design options, you can quickly build a conversational agent and customize it to your organization’s needs within minutes.

Jotform allows you to expand your chatbot’s knowledge base by adding content manually, providing links, uploading documents, or inputting Q&A pairs. Whether you run an e-commerce store or a consulting firm, you’ll find ready-to-use templates that suit your business sector.

For example, if you operate an online shop, explore Jotform’s E-commerce AI Chatbot to improve the online shopping experience and efficiently manage customer inquiries. If you need to capture new prospects, leverage the lead generation chatbot templates to collect valuable data from your audience without overwhelming them. 

Is a menu-based chatbot the right choice for your business?

Menu-based chatbots offer a simple yet powerful way to guide users through structured paths. Their decision-tree model is simple to build, reliable, and cost-effective, making it perfect for businesses that often manage straightforward interactions. However, they have limitations in flexibility and personalization. Checking if your customers usually ask advanced or open-ended questions is important.

You can determine if a menu-based chatbot fits your organization by weighing its benefits and limitations. A menu-based chatbot is a great way to improve customer support. It can help with e-commerce navigation, appointment scheduling, and collecting surveys. If you need a more robust solution, consider exploring Jotform’s AI Chatbot, where you can easily create a conversational assistant tailored to your unique business goals.

Photo by Anna Shvets