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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 .
...
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...
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 ...
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 . 	C...
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!
W...
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
...
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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. 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. 2. Source: VentureBeat, Chatbotslife, Inc, Forbes CHATBOTS
  3. 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. 4. WHAT IS A CHATBOT? Concierge at a 5-Star Hotel Automated telephone prompt
  5. 5. WHAT IS A CHATBOT? Concierge at a 5-Star Hotel Automated telephone prompt
  6. 6. WHAT IS A CHATBOT? Concierge at a 5-Star Hotel Automated telephone prompt
  7. 7. Source: Fandango
  8. 8. Source: Fandango
  9. 9. Source: Fandango
  10. 10. Source: Fandango
  11. 11. COMPANIES ARE GETTING IN ON CHATBOTS
  12. 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. 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. 14. 1. They shop for you
  15. 15. 1. They shop for you 2. They know what you like
  16. 16. 1. They shop for you 2. They know what you like 3. They make checkout really easy
  17. 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. 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

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