Bots are software programs that automate online tasks like booking tickets or responding to customer service queries. Chatbots in particular operate within messaging apps to respond to user questions. As messaging apps grow in popularity, more people are using them to interact with brands through chatbots. This provides an opportunity for scalable and low-cost customer service. It also allows brands to engage customers through a familiar channel as people now spend over 30% of their time on smartphones using Facebook and messaging apps. As chatbots become more integrated with voice and expand their capabilities, they have the potential to significantly change how users get information and take action online.

1. BOT ECONOMICS
MADE EASY
TECHNOLOGY TRENDS
WHAT ARE BOTS ?
A bot is a software that is programmed to
automate tasks that generally you would do
on your own. Like book a movie ticket,
retweet a friends status update and so on.
The most common form of them, the
chatbot, is programmed within the
messaging apps we use, where they
respond to our common queries and act on
them, like humans.
WHAT'S THE BROUHAHA ?
Chatbots can easily perform basic online
customer service queries. Like ordering your
christmas tree online. They can respond to
basic questions around purchase, or help
with pricing, comparison and so on. In short
they can engage with you in real time, when
you are online and asking for help- thereby
increasing the chances of a sale and
providing real time customer service.
SO WHY IS EVERYONE SUDDENLY WILLING TO
INVEST IN BOTS
The app economy is
maturing
50% 20 developers control 50% of revenue
or about $20 billion from iOS app store
25% of apps downloaded (about 500 million
apps) don't get used beyond once
2,516 4,507
21,646
63,985
102,062
138,809
179,628
224,801
268,962
2009 2010 2011 2012 2013 2014 2015 2016 2017
0k
100k
200k
300k
15
25
40
Jan 2014
Jan 2015
Jan 2016
0 5 10 15 20 25 30 35 40 45
Messaging apps are bucking
the trend
*chart1
*chart 2
35%
20 developers control 50% of revenue or about
$20 billion from iOS app store
35% of the world population or about 2.5
billion people use at least one messaging app
2.2BILLION
APPSDOWNLOADED
$40BILLION
IOSDEVELOPERPAYMENTS
25%
1,000
900
853
697
300
249
215
100
100
WhatsApp
Facebook Messenger
QQ Mobile
WeChat
Skype
Viber
Line
Blackberry (BBM)
Telegram
0 200 400 600 800 1000 1200
1.9BILLION
USERSONFACEBOOKCHATPLATFORMS
31%
People spend 31% of their time on smartphones
checking FB and Messaging apps
*chart 3
19
17
15
12
8
6
4
4
3
Facebook
Entertainment
Gaming
Messaging
Utilities
Safari
Productivity
Chrome
YouTube
0 2.5 5 7.5 10 12.5 15 17.5 20
530Hours
SPENTBYINDIVIDUALUSERSONFB
ANDCHATINAYEAR
*chart 4
SO WHAT DOES THAT MEAN ?
Brands will have more chances in
engaging with people using bots on
messenger services
It will be a scalable form of customer
service at a low cost
In time it will be integrated with voice
commands as well as text
Will redefine the way users receive
information and take action
Will change the experience of online
sales, discovery and recommendation
Sources
* Chart 1 - Gartner, Statista, Mashable, Economist
* Chart 2 - Apple , Statista, Re-Code, Economist
* Chart 3 - TechInAsia, We Are Social, VentureBeat, Line,WhatsApp, Facebook, Statista
* Chart 4 - Economist, Statista, ReCode
Curated and Designed by @Hackrlife
This infographic has not been created for any commercial purposes. The core objective is to compile multiple
data parameters from different sources into a single view and share it in the form of a shareable research
document.
Number of app downloads Y0Y (figures in billions)
Amount paid by Apple to developers till 2016 ( figures in
billions)
Top 10 messaging apps by users (figures in
millions)
Top 10 activities done on smartphones (figures in%)