Bots are the new big thing in Social Media and quickly changing the way we interact with services. These bots or chatbots are lightweight apps which live within messengers such as WhatsApp, Facebook Messenger, WeChat, Kik, Viber, LINE, Telegram or other messaging apps.
The 2017 edition of David Pichsenmeister's annual Bot Trends report covers today's messaging growth and an in-depth look at the following:
1. Global Messaging Trends - Messengers have surpassed traditional Social Media and already one of the most used apps on Smartphones
2. Global Bot Trends - Distribution channels are shifting from Apps to lightweight apps built on top of existing platforms
3. Conversational Interface - Natural language and Voice is gaining more and more popularity through latest enhancements in AI and machine learning, as for example with Amazon Alexa, Siri or Google Home
4. Structured Input and Webviews - Predefined templates and micro websites giving developers the opportunity to build app like experiences on top of messaging apps
5. Canonical Interfaces - Existing usecases and channels will be transferred to streamlined and comprehensive experiences
6. Group Messaging - Adding bots to groups or interacting with them on the fly in existing conversations will open up completely new experiences for users
7. Human Supervision - Traditional customer care agents are transitioning into a new role, supervising chat bots
8. Bot Discovery - How bots will be discovered on different messaging networks
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Global Bot Trends
1) 72% of US smartphone users use less than 6 apps on a daily basis
Existing platforms are becoming more important, apps opening possibility to
build applications on top of their platform
2) Digital growth mostly coming from mobile usage
Instant messaging is driven by mobile with 91% of digital time spent in this
category
3) Platform shift
In 2008 people started using smartphones over desktops, in 2016 people
shifting to use applications built on top of existing platforms → Bots
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“Chat apps will come to be thought of as the new
browsers; bots will be the new websites. This is
the beginning of a new Internet.”
Ted Livingston, Founder of Kik
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* Registered usershttps://orat.io/blog/current-numbers-for-mobile-messengers-q4-2016
Skype
300 Mio MAU
Messenger
1.1 Bn MAU
WhatsApp
1.2 Bn MAU
WeChat
806 Mio MAU
Kik*
300 Mio users
Line
220 Mio MAU
Viber
240 Mio MAU
Telegram
170 Mio MAU
Global Messaging Users
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… and more
TensorFlow
(Google)
Api.ai
(Google)
Rasa NLU
(LastMile)
Google Cloud
Platform NLU API
Wit.ai
(Facebook)
LUIS
(Microsoft)
Watson
(IBM)
NLP & AI Tools
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Conversational Interfaces
● Understanding natural language
Chatbots understand and answer in natural human language
● Multimedia
Users can interact through text, voice or even images ( → image recognition).
● Human-like conversation
Users can communicate with the service as they would do with a person,
keeping track of the context from previous messages or ongoing
conversation. In many cases the bot represents a persona.
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Structured Inputs
1) Enriched UI Elements
Predefined templates and elements can be used to enrich UI and UX within
conversation
2) Specific to every messaging network
Quick replies, buttons, persistent menus, list templates, carousels, ...
3) Supportive conversation
Structured inputs are used to support user flows & shortcuts, advance user
input and minimize typing effort for users
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Webviews
1) HTML5 Webviews
Webviews or micro HTML sites can be used within a conversation
2) Enrich chat with custom elements
Webviews can be used to create custom rich elements, e.g. datepicker,
galeries, forms, profiles, ...
3) App-like rich interaction
Custom visual elements or mini HTML sites support providing an app-like
experience within a chat
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Canonical Interfaces
1) Separated channels → Unification
Instead of having different channels for different usecases (e.g. newsletter =
email, product discovery = app, Support => livechat), bots can combine this
channels into a canonical interface, providing different usecases through chat
and enriched interaction elements
2) Companies combine their well established channels into one
canonical interface
Discovery, Website, Customer Support, RSS, Newsletter, Email, eCommerce, …
=> all within one chat
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Canonical Interfaces
3) Transfer existing usecases into new channel
Rather than creating new usecases, existing ones are transferred and
combined into a single chat.
4) History of every interaction
User and business get a log of every interaction
5) Streamlined interface
Instead of a state-based interface (e.g. apps) all interaction is in one single
stream
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Group messaging
1) Add bots to group chats
Bots can be added to groups making it possible for multiple people to interact
with the bot as a group chat member.
2) Inline bots
Inline bots can be called on-the-fly within every conversation just by
mentioning the bot. This is possible in 1-1 chats and group chats.
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Human supervision
1) Customer Care Agent → Supervisor
Traditional customer care agents transition to supervisors of bots
2) Human Assistance/ Human Takeover
Humans can takeover conversations when needed or assist users if they got
stuck
3) Human assisted AI
Bots are trained from humans and can learn based on their interaction and
dialogs with users
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Monetization
1) Subscription
Providing an ongoing service that the user pays for
2) Analytics and Market research
Helping brands understand the audience through engaging conversations or
games
3) Selling goods
Bots are becoming new channels to sell goods and services
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Disclosure
This presentation has been compiled for informational purposes only.
The presentation relies on data and insights from a wide range of sources,
including public and private companies, market research firms and government
agencies. Specific sources are cited where data are public.
Updates, revisions and clarifications will be posted to the oratio website.
Thanks
Thomas Schranz (Lemmings I/O), Peter Buch (Swell), David Pfluegl (nuwings,
Lemmings I/O) for input and feedback