Ignition Chatbots: CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT

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 P E NG, VP RE SE ARCH

Source: VentureBeat, Chatbotslife, Inc, Forbes

CHATBOTS

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”

WHAT IS A CHATBOT?

Concierge at a 5-Star Hotel

Automated telephone prompt

WHAT IS A CHATBOT?

Concierge at a 5-Star Hotel

Automated telephone prompt

WHAT IS A CHATBOT?

Concierge at a 5-Star Hotel

Automated telephone prompt

Source:Fandango

Source:Fandango

Source:Fandango

Source:Fandango

COMPANIES ARE GETTING IN ON CHATBOTS

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

CONSUMERS ARE ENGAGED ON MESSAGING APPS

AVERAGE NUMBER OF DAI LY S E S S I ONS , T RAD I T I ONAL APP VS . CHAT APP

Source:FlurryAnalytics

2

9

Traditional App Chat App

1. They shop for you

1. They shop for you

2. They know what you like

1. They shop for you

2. They know what you like

3. They make checkout really easy

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:BIIntelligencesurvey(n=1,107), Q42016

AND THEY'RE USING THEM LONGER THAN APPS

U S U S E R R E T E N T I O N R AT E S , T O P P E R F O R M I N G A P P S V S . C H AT B O T S

Source:SimilarWeb,Chatclub,October2016

0%

20%

40%

60%

0 5 10 15 20 25 30

Shar

e of

Eng

aged

Use

rs

Days After Install

Entertainment Apps Music Apps News Apps Chatbots