Why are chat bots important?
More people interact with messaging apps now, than social media apps.
Chatbots, particularly on messaging apps, are therefore presenting a massive opportunity for brands.
These bots have created a new way to interact with your customers.
Chat bots are easy to use, and because they use language, plug into our primary method of communication.
They can be faster to use than websites or apps, no longer do you need to hunt for the information you are looking for, the bot finds it for you.
They also have the potential to automate many tasks. As developers advance with artificial intelligence, NLP (Neuro-Linguistic Programming), and deep learning, chat bots will synthesize and recall important data and engage in human conversations, learning as they go.
Chat bots sit on different messaging platforms which make them easy to use - you're already familiar with the interface, they are easier to install than an app, no need to update, and they don't take up memory and storage on your phone.
The number of users of mobile messaging apps worldwide is expected to climb 36% to reach 2.19 billion between 2016 to 2020 (eMarketer). Everyone is trying to plug into this growing, highly engaged audience. Bots have really just scratched the surface and will evolve rapidly as this market grows.
Now that Facebook Messenger has opened its platform to 3rd party chat bots it has more than 900 million monthly users. It's looking to create a Messenger that is not only a platform for conversation but also a marketplace where business transactions can take place.
Global Messaging Apps 2016 : Source Statista
With chat bots automating mundane tasks, their value as a customer service tool for businesses, or call centers, is strong. The new revenue opportunites opening up should not be underestimated.
Research firm Gartner predicts that:
"Only one-third of customer service interactions will require human interaction by 2017. That means the rest will be handled by automated software like chatbots."
While the first wave of bots have not always been that impressive and had more than a few glitches, the next generation looks like it will have a big impact for businesses.
Now, take a look out at what chat bots are being used for .
Give our chat bot "ExiCalc" on Messenger a try to give you ideas on what you should be considering for mobile, we'd love to know what you think.