PROVIDING IN-DEPTH INSIGHT, DATA, AND ANALYSIS OF EVERYTHING DIGITAL. CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT BARBARA PENG, VP RESEARCH
Ignition Chatbots: CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT
Feb 14, 2017
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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
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