Ignition Chatbots: CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT
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CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT Exclusive report from Business Insider Intelligence
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Ignition Chatbots: CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT
- 1. P R O V I D I N G I N - D E P T H I N S I G H T , D A T A , A N D A N A L Y S I S O F E V E R Y T H I N G D I G I T A L . CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT BARBARA PENG, VP RESEARCH
- 2. Source: VentureBeat, Chatbotslife, Inc, Forbes CHATBOTS
- 3. EVERYONE’S TRYING TO FIGURE OUT WHAT CHATBOTS ARE Source: Google 1/4/15 3/15/15 5/24/15 8/2/15 10/11/15 12/20/15 2/28/16 5/8/16 7/17/16 9/25/16 Google search term: “chatbots”
- 4. WHAT IS A CHATBOT? Concierge at a 5-Star Hotel Automated telephone prompt
- 5. WHAT IS A CHATBOT? Concierge at a 5-Star Hotel Automated telephone prompt
- 6. WHAT IS A CHATBOT? Concierge at a 5-Star Hotel Automated telephone prompt
- 10. Source: Fandango
- 11. COMPANIES ARE GETTING IN ON CHATBOTS
- 12. MESSAGING APPS HAVE MASSIVE REACH G L O B A L M O N T H L Y A C T I V E U S E R S F O R T H E T O P 4 M E S S A G I N G A P P S A N D S O C I A L N E T W O R K S , M I L L I O N S 0 1,000 2,000 3,000 4Q11 1Q12 2Q12 3Q12 4Q12 1Q13 2Q13 3Q13 4Q13 1Q14 2Q14 3Q14 4Q14 1Q15 2Q15 3Q15 4Q15 1Q16 Big 4 Social Networking Apps Big 4 Messaging Apps
- 13. CONSUMERS ARE ENGAGED ON MESSAGING APPS AVE R AGE NUMB E R OF D AI LY S E S S I ONS , TR AD I TI ONAL APP VS . CH AT APP Source: Flurry Analytics 2 9 Traditional App Chat App
- 14. 1. They shop for you
- 15. 1. They shop for you 2. They know what you like
- 16. 1. They shop for you 2. They know what you like 3. They make checkout really easy
- 17. 48% 45% 11% 15% Millennials (18-34) Gen X (35-55) Yes all the time I've dabbled No, but I'd like to check it out No way! What's a chatbot? PEOPLE ARE USING CHATBOTS H A V E Y O U E V E R I N T E R A C T E D W I T H A C H A T B O T T H R O U G H A M E S S A G I N G P L A T F O R M ? Source: BI Intelligence survey (n=1,107), Q4 2016
- 18. AND THEY'RE USING THEM LONGER THAN APPS U S U S ER R ET ENT IO N R AT ES , T O P PER F O R M ING APPS V S . CH AT B O T S Source: SimilarWeb, Chatclub, October 2016 0% 20% 40% 60% 0 5 10 15 20 25 30 ShareofEngagedUsers Days After Install Entertainment Apps Music Apps News Apps Chatbots