Sheer Volume of Messaging App Users Provides Unlimited Potential for Chatbots, Finds Strategy Analytics

Messaging is a semi-natural mode of communication that has evolved with the ascent of smartphones. The immense volume of users who communicate through messaging apps represents a valuable feature for chatbots geared towards services and support with virtually no barrier to entry. A recent study from the User Experience Strategies (UXS) service at Strategy Analytics, Conversational UIs: Discovering Serendipity investigating the emerging behaviors, needs, and pain points of consumers regarding use of conversational chatbots, has found that despite being more engaging and efficient than traditional methods of communication, discoverability, usability, and security are critical for widespread chatbot adoption.

Key report findings:

  • Conversational UIs, in the initial form of chatbots, are poised to shape the way users communicate with businesses, their smart homes and soon, connected devices.
  • Conversations with a chatbot can be open-ended; there is no defined protocol to introduce unpredictability.
  • As chatbots become more successful in understanding users by leveraging AI, they will require more personal information, which can raise privacy concerns.

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