Instead of reading a long list of instructions, the user can receive a short video tutorial. Instead of describing a product in words, the chatbot can send an image or a carousel of images. Instead of typing a long answer, the user can choose an option from a list of buttons or give a voice command.

Images and voice attract attention and stimulate user engagement much more than plain text. A multimodal chatbot can capture the customer's attention, keep them interested, and encourage them to interact more. Research shows that users are more likely to retain information presented visually and that voice interactions are perceived as more personal and efficient.

Multimodality opens up new possibilities for personalizing the experience. You can adapt not only the content of messages but also the way they are delivered, depending on the preferences and context of each user. Example: To a customer who prefers visual communication, you can send more images and less text. Example: To a customer who is in a noisy environment, you can send a text message instead of a voice message. Example: You can use the voice of a brand ambassador to create a stronger emotional connection.

A multimodal chatbot can solve customer problems faster and more efficiently, reducing the need for human intervention and freeing up your employees' time. Instead of explaining in words how to assemble a product, the chatbot can send a short demonstration video. Instead of asking the customer to describe a technical problem, the chatbot can ask them to send a picture or a screenshot.