Presentation on current landscape, startups, opportunities, examples and brands on messaging platforms and bots.

2. 2
What is
Conversation
al
Commerce?
Leveraging messaging or voice to
interact with brands, services or bots
on messaging platforms like
Messenger, Kik, WeChat and others.
You’ll be able to message your hotel to
book your room…
…or message a food company for
recipe suggestions…
…and receive personalized, one on
one conversations with brands

3. Users 800 million MAU’s 900 million MAU’s 650 million MAU’s 250 million MAU’s 200 million MAU’s 215 million MAU’s 50 million MAU’s 100 Million MAU’s
Location North America
South America,
Europe,
Asia Asia, Europe North America SE Asia South Korea Germany, Europe
Demographics Millennials U.S. Millennials Global
45% 18-25 year olds
in China Female, 26-35 U.S. Teens Asian Teens Asian Teens Europen Millennials
Brands
Advertising
Opportunities
Brand Chats Brand Chats
Stickers,
Commerce, Brand
Chats
Brand Chats
Stickers, Emojis,
Bots
Stickers,
Commerce, Brand
Chats
Stickers,
Commerce, Brand
Chats
Brand Chats
Use Cases
Customer Service,
Publishers, CPG, Travel
Publishers
Marketing,
Publishers
Publishers
Commerce,
Publishers
Marketing,
Publishers
Marketing,
Publishers
Publishers
Notes
Huge potential for
brands; early adopters
will gain key learnings
and audience
Global focus, strong
opportunity for
global CPG brands
to maintain
consistent voice
Interested in China?
This is for you
Strong way to
deliver content to
Europeans
Focus on U.S.
Teens; multiple
opportunities and
very welcoming for
brands
Interested in SE
Asia? This is for
you
South Korean and
Japanese focus
Privacy focused app
for Europeans

4. Assistants
Messaging Platforms
Brands Using Bots
Enabling Tech
Examples
Voice
4
Conversational
Messaging Landscape

5. 5
Bot 411
What are
bots?
Why should
I build a bot?
Who builds
a bot?
Where do
the bots
live?
How do the
bots vary by
messaging
platform?
Bots are computer
programs that mimic
human conversations by
using varying levels of
artificial intelligence.
Messaging platforms are
the new browsers; bots
are the new websites. Go
to where the users are-
which is currently on
social networks and
messaging platforms.
This is a great opportunity
to connect with your
audience in a one on one
yet scalable manner.
You can either build one
yourself or partner with a
few different startups.
They live in the
messaging platforms.
You ‘train it’ with relevant
information and products
from your brand; it then
has conversations with
consumers on your
behalf.
Both the audience, tone
and conversation are all
different on various
messaging platforms.
It’s important to
understand which
messaging platform you
want to focus on and
then build the bot based
around your brand and
audience.

6. 6
But how did we get here?

7. With this much usage and engagement, the next evolution are for
brands to contribute to the messaging ecosystem

8. Messaging platforms have grown extremely quickly due to the
proliferation of smartphones and messaging platforms

9. One of the first examples of a brand on Messenger was Uber;
notice the seamless integration into the messaging platform

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Gone are the days

11. …due to artificial intelligence and humans simply not being ready
Remember Clippy? It largely
failed…

12. PAST
FUTUR
E
People want to ask their question when they want to ask it in their tone with as little
searching as possible…and answered immediately
People don’t care about frequently asked questions…they care about my question
Messaging will replace
FAQ’s

13. But why now?

14. App Saturation
Huge usage
Convenience Economy
A.I. Technology is ready
1
2
3
4

15. 15
So where are the opportunities?

16. Publishers: CNN on Messenger

17. CPG Brands: Sephora on Kik

18. Transactional, Travel & Customer Service: KLM on
Messenger

19. Brands focusing on retail, transactional services, customer service and
consumer engagement will need to have a presence on messaging platforms

20. Ben Kosinski
ben.kosinski@icrossing.com