Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
CHATBOT
SURVEY 2017
A RESEARCH STUDY BY MINDBOWSER IN ASSOCIATION WITH 'CHATBOTS JOURNAL'
CURRENT STATE OF CHATBOTS
AND TH...
The study focuses on understanding the current state of Chatbots and their future outlook. The objective is
to understand ...
SPECIAL MENTIONS
ASHITOSH GHODAKE
RESEARCH ASSOCIATE
MINDBOWSER
DALEY ROBINSON
CEO
NEOSCHOOL.IO
GLENN MILLER
MILLER ENTERP...
PARTICIPANT
PROFILE
PARTICIPATING
ORGANISATIONS
LESS THAN 1M29%
47%
24%
1M - 10M
MORE THAN 10M
INDUSTRIES :
TECHNOLOGY
CHA...
WHY DO YOU THINK
CHATBOTS ARE
GAINING
SO MUCH
POPULARITY IN
RECENT TIMES ?
NEAR SIMULTANEOUS PUSH FROM MAJOR
ESTABLISHED P...
WHETHER
CHATBOTS WILL
REPLACE
HUMAN
COUNTERPARTS
COMPLETELY ?
It seems that there is still time for Chatbots
to reach at p...
MORE AND MORE BUSINESSES SEE THE BENEFIT OF HAVING A
CHATBOT TO HELP THEM DEAL WITH CUSTOMER SERVICE.
CHATBOTS CAN TAKE OV...
90%
DEVELOPERS BELIEVE
THAT THERE IS A LACK
OF AWARENESS
AMONG BUSINESSES
ABOUT CHATBOTS
2015
25%
Before 2015
15%
2016
60%
WHEN DID
YOU FIRST
HEAR ABOUT
CHATBOTS ?
Majority of the businesses heard about
Chatbots...
CHATBOTS ARE BOOMING..THANKS TO THE BIG BETS OF TECH GIANTS
LIKE MICROSOFT, FACEBOOK, AMAZON, ETC. THANKS TO THE
COMMODITI...
25
50
75
100
FacebookC
om
pany W
ebsite
Slack
Tw
itter
Skype
Kik
Telegram
W
hatsapp
W
eC
hat
O
ther
0
WHICH PLATFORM(S) / ...
30%
60%
90%
E-com
m
erce
Insurance
Healthcare
Retail
Hospitality
Logistics
Recruitm
ent
Technology
O
ther
0%
INDUSTRIES TH...
TOP 3
INDUSTRIES WHICH
WILL REAP
THE MAXIMUM
BENEFITS FROM
CHATBOTS
E-COMMERCE
INSURANCE
HEALTHCARE
25%
50%
75%
100%
Custom
er Service
Sales/M
arketing
O
rder Processing
Social M
edia
Paym
ents
Recruitm
ent
O
ther
0%
BUSIN...
95%
RESPONDENTS
BELIEVE THAT
'CUSTOMER SERVICE'
DOMAIN IS GOING TO
BE THE MAJOR
BENEFICIARY OF
CHATBOTS
THE LEVEL OF CUSTOMER CARE IS AT AN ALL TIME HIGH. PEOPLE EXPECT
THE BEST, AND PERHAPS CUTTING OUT THE "EMOTIVE" ELEMENT I...
BEST PLATFORMS TO BUILD CHATBOTS
IBM Watson is the first choice as a bot building platform for 61% businesses.
41% of the ...
THE AVAILABILITY OF TEMPLATED NLP TOOLS, PLUS THE RISE OF
BETTER CHAT SYSTEMS (SLACK, GITTER, ETC.), ALONG WITH A NEED
TO ...
76%
BUSINESS BELIEVE
THAT RESOURCES
TO BUILD A
CHATBOT ARE
EASILY AVAILABLE
ARE
CHATBOTS
READY TO
TAKE ON
THE
WORLD ? 75% of the businesses believe that
‘Chatbots haven’t yet proven
themselves compl...
FACEBOOK HAS MADE IT POPULAR BY OPENING ITS PLATFORM. LOTS
OF GIMMICKY BOTS HAVE BEEN CREATED (AND FUNDED) WITHOUT
RESULTS...
CHATBOTS
HALL OF
FAME
PONCHO
SIRI
EXCLONE
X.AI
HEALTH TAP
THE MOST POPULAR CHATBOTS
96%
BUSINESSES
BELIEVE THAT
CHATBOTS ARE
HERE TO STAY FOR
LONG AND THEY
AREN'T GOING
ANYWHERE SOON
67%
BUSINESSES
BELIEVE THAT
CHATBOTS WILL
OUTPERFORM
MOBILE APPS IN
NEXT 5 YEARS
BOTS
VS.
APPS
75%
PARTICIPANTS ARE
PLANNING TO
BUILD A CHATBOT
FOR THEIR
BUSINESS IN 2017
AMONG THESE, 70% OF THE BUSINESSES
INTERACT WI...
ARE YOU
HAPPY WITH
THE WAY
CHATBOTS
ARE HELPING
YOUR
BUSINESS?
No
5%
yes
95%
30%
60%
90%
Intelligence Conversation Security UI
0%
WHAT ASPECTS
WOULD YOU LIKE TO
IMPROVE IN YOUR
CHATBOT
90% participan...
40-60%
THE AVERAGE
RETENTION RATIO
OF USERS AFTER
ONE MONTH OF BOT
USE WHILE FOR
APPS, IT'S 20-40%
UTILIZING THE POWER OF CHATBOTS IMPROVES ENGAGEMENT WITH
CUSTOMERS AND ALLOWS COMPANIES TO COLLATE MORE
VALUABLE CUSTOMER ...
SUMMARY
THE NEED
WHAT DOES ALL THIS MEAN ?
Rising inclination of enterprises towards
increasing customer experience and
re...
BIG
THANKS
TO..
BIG
THANKS
TO..
Amir Shevat - Director of Developer Relations,
Slack
Tom Hadfield - CEO, Message.io
Cristina Santamarina -...
Dominic Sancto - Boldstart Tech
Sergio Passos - Cofounder and CTO, Take
Diane Bédat - RE•WORK
Glenn Miller - Miller Enterp...
Dennis R. Mortensen - CEO, x.ai
Daley Robinson - CEO, neoschool.io
Alberto Chierici - Co-founder, SPIXII
Sven Theophil - B...
Shai Berger - CEO, Fonolo
Kristi Colleran - Co-Founder, Sciens.io
George Zhao - Chief Data Architect, PayPal
Michael Wang ...
Yale Zhang - VP of Marketing,
Wintao Global
Wayne Slavin - CEO, Sure
K. C. Kanaan - CEO, Envoy America
Tony Westfall - CEO...
COPYRIGHT © 2017 MINDBOWER INFO SOLUTIONS & 'CHATBOTS JOURNAL'
FEEL FREE TO USE THE DATA FROM THIS STUDY WHEREVER YOU FIND...
Upcoming SlideShare
Loading in …5
×

Chatbots Survey 2017 [Chatbot Market Research Report]

11,199 views

Published on

DOWNLOAD THE REPORT HERE : http://mindbowser.com/chatbot-market-survey-2017/
The study focuses on understanding the current state of Chatbot Market and it’s future outlook. The objective is to understand and forecast industry trends and business sentiments.
This survey was conducted over the period of Nov2016 – Jan2017. 300+ individuals participated from wide array of industries including Online Retail, Aviation, Logistics, Supply Chain, e-commerce, Hospitality, Education, Technology, Manufacturing and Marketing & Advertising.
In-depth data analysis is done with Graphs, Pie-Charts and data tables. We tried our best to derive the most accurate results and crystal clear trends.
The research is conducted by Mindbowser in association with ChatbotsJournal.com. Mindbowser is a major Chatbots solutions provider offering it’s services across multiple industries. ChatbotsJournal.com is the most active online community of Chatbot experts and enthusiasts.

Published in: Technology

Chatbots Survey 2017 [Chatbot Market Research Report]

  1. 1. CHATBOT SURVEY 2017 A RESEARCH STUDY BY MINDBOWSER IN ASSOCIATION WITH 'CHATBOTS JOURNAL' CURRENT STATE OF CHATBOTS AND THEIR OUTLOOK IN 2017
  2. 2. The study focuses on understanding the current state of Chatbots and their future outlook. The objective is to understand and forecast industry trends and business sentiments. The survey was conducted over the period of Nov2016 - Jan2017. Questionnaires and interviews were major data collection tools. 300+ individuals participated from wide array of industries including Online Retail, Aviation, Logistics, Supply Chain, e-commerce, Hospitality, Education, Technology, Manufacturing and Marketing & Advertising. In-depth data analysis is done with Graphs, Pie-Charts and data tables. We tried our best to derive the most accurate results and crystal clear trends. From our research, it is quite clear that Chatbots market is anticipated to witness a substantial Growth in near future. This research study is conducted by Mindbowser in association with ChatbotsJournal.com. Mindbowser is a major Chatbots solutions provider offering it's services across multiple industries. ChatbotsJournal.com is the most active online community of Chatbot experts and enthusiasts. INTRODUCTION TO THE THE SURVEY
  3. 3. SPECIAL MENTIONS ASHITOSH GHODAKE RESEARCH ASSOCIATE MINDBOWSER DALEY ROBINSON CEO NEOSCHOOL.IO GLENN MILLER MILLER ENTERPRISES PAUL SMITH DIRECTOR YPO WILL SIMS FOUNDER BOTUNITY GLENN MARTIN PRACTICE LEAD HUDSON DIGITAL TRANSFORMATION
  4. 4. PARTICIPANT PROFILE PARTICIPATING ORGANISATIONS LESS THAN 1M29% 47% 24% 1M - 10M MORE THAN 10M INDUSTRIES : TECHNOLOGY CHATBOT DEVELOPERS RETAIL E-COMMERCE LOGISTICS HEALTHCARE BANKING & INSURANCE HOSPITALITY RECRUITMENT *BASED ON REVENUE (USD)
  5. 5. WHY DO YOU THINK CHATBOTS ARE GAINING SO MUCH POPULARITY IN RECENT TIMES ? NEAR SIMULTANEOUS PUSH FROM MAJOR ESTABLISHED PLAYERS (FACEBOOK, GOOGLE, MICROSOFT, AMAZON) ON ONE SIDE AND SLACK, WECHAT, AND KIK AS NEWER CHAT ONLY ENTRANTS. ADVANCES IN NLP AND AI OF VOICE AND TEXT HAVE HELPED TO BOOST CHATBOTS TO THE WHOLE ANOTHER LEVEL. CHATBOTS WOULD HAVE SUCCEEDED IN JOINING MASS MARKET WITHOUT THE CONCERTED PLAYER'S EFFORT BUT PERHAPS NOT AS QUICKLY. ALEC LAZARESCU - FOUNDER, ADMIRAL AI
  6. 6. WHETHER CHATBOTS WILL REPLACE HUMAN COUNTERPARTS COMPLETELY ? It seems that there is still time for Chatbots to reach at par with their human counterparts. 61% respondents believe that Chatbots are less likely to replace humans completely in near future. Yes, in future 31% Not Sure 8% No 61%
  7. 7. MORE AND MORE BUSINESSES SEE THE BENEFIT OF HAVING A CHATBOT TO HELP THEM DEAL WITH CUSTOMER SERVICE. CHATBOTS CAN TAKE OVER SMALLER AND TIME CONSUMING TASKS IN ORDER FOR HUMANS TO DEDICATE THEIR TIME TO BIGGER AND MORE IMPORTANT TASKS. DIANE BÉDAT - RE•WORK
  8. 8. 90% DEVELOPERS BELIEVE THAT THERE IS A LACK OF AWARENESS AMONG BUSINESSES ABOUT CHATBOTS
  9. 9. 2015 25% Before 2015 15% 2016 60% WHEN DID YOU FIRST HEAR ABOUT CHATBOTS ? Majority of the businesses heard about Chatbots for the first time between 2015 and 2016. 54% of the developers worked on Chatbots for the first time in 2016. Facebook's announcement of 'Messenger Chatbots' could have been major catalyst in Chatbots awareness.
  10. 10. CHATBOTS ARE BOOMING..THANKS TO THE BIG BETS OF TECH GIANTS LIKE MICROSOFT, FACEBOOK, AMAZON, ETC. THANKS TO THE COMMODITIZATION OF MANY ALGORITHMS AND LIBRARIES FOR NLP EASY TO USE AND DEPLOY. THANKS TO THE INCREASING MASS ADOPTION OF MESSAGING AND TALKING TO TECHNOLOGY AS HUMAN-COMPUTER INTERACTION. ALBERTO CHIERICI - CO-FOUNDER, SPIXII
  11. 11. 25 50 75 100 FacebookC om pany W ebsite Slack Tw itter Skype Kik Telegram W hatsapp W eC hat O ther 0 WHICH PLATFORM(S) / NETWORK(S) WOULD YOU PREFER TO BUILD A CHATBOT FOR? Facebook messenger seems to be the most preferred platform (92%) among businesses to build Chatbots followed by slack and twitter among other Social networks. 80% of businesses want to house Chatbots on their own website.
  12. 12. 30% 60% 90% E-com m erce Insurance Healthcare Retail Hospitality Logistics Recruitm ent Technology O ther 0% INDUSTRIES THAT WILL BENEFIT THE MOST FROM CHATBOTS
  13. 13. TOP 3 INDUSTRIES WHICH WILL REAP THE MAXIMUM BENEFITS FROM CHATBOTS E-COMMERCE INSURANCE HEALTHCARE
  14. 14. 25% 50% 75% 100% Custom er Service Sales/M arketing O rder Processing Social M edia Paym ents Recruitm ent O ther 0% BUSINESS FUNCTIONS WHICH WILL BENEFIT THE MOST FROM CHATBOTS Customer service function will benefit the most from Chatbots followed by Sales/Marketing and Order Processing.
  15. 15. 95% RESPONDENTS BELIEVE THAT 'CUSTOMER SERVICE' DOMAIN IS GOING TO BE THE MAJOR BENEFICIARY OF CHATBOTS
  16. 16. THE LEVEL OF CUSTOMER CARE IS AT AN ALL TIME HIGH. PEOPLE EXPECT THE BEST, AND PERHAPS CUTTING OUT THE "EMOTIVE" ELEMENT IS WHAT GETS RESULTS, AND FASTER. GIVEN THAT BUSINESSES - SUCH AS MANCHESTER CITY FOOTBALL CLUB - HAVE ROLLED OUT CHATBOTS - THEY HAVE ALMOST CUT OUT THE MIDDLE MAN, BUT REPLACED HIM WITH AN "ENTITY" THAT CAN PROVIDE MUCH BETTER ANSWERS. IN THIS DAY AND AGE, PEOPLE WANT EVERYTHING, AND THEY WANT IT NOW! PERHAPS CHATBOTS IS THE ANSWER TO THIS..... ZOE MCGOVERN - ACCOUNT MANAGER, CCA
  17. 17. BEST PLATFORMS TO BUILD CHATBOTS IBM Watson is the first choice as a bot building platform for 61% businesses. 41% of the businesses said they will prefer 'Microsoft Bot Framework’. Also, 45% of the respondents said, they trust 'Wit.ai' than any other bot building platform. 14 28 42 56 70IBM  W atson w it.ai M icrosoft Bot C hatfuel Pandorabots R ebot.m e O ctane.ai 0
  18. 18. THE AVAILABILITY OF TEMPLATED NLP TOOLS, PLUS THE RISE OF BETTER CHAT SYSTEMS (SLACK, GITTER, ETC.), ALONG WITH A NEED TO HANDLE OVERWHELMING INBOUND SCALE 24/7, HAVE BOOSTED THE GROWTH OF CHATBOTS. PACO NATHAN - DIRECTOR (LEARNING GROUP), O'REILLY MEDIA
  19. 19. 76% BUSINESS BELIEVE THAT RESOURCES TO BUILD A CHATBOT ARE EASILY AVAILABLE
  20. 20. ARE CHATBOTS READY TO TAKE ON THE WORLD ? 75% of the businesses believe that ‘Chatbots haven’t yet proven themselves completely’. While 58% respondents believe that there isn’t enough awareness among businesses about Chatbots.
  21. 21. FACEBOOK HAS MADE IT POPULAR BY OPENING ITS PLATFORM. LOTS OF GIMMICKY BOTS HAVE BEEN CREATED (AND FUNDED) WITHOUT RESULTS. NOW THE INDUSTRY IS WAKING UP FROM THE HANGOVER AND THE TRUE, SEAMLESS, VALUE ADD BOTS WILL EMERGE. AURELIE GUERRIERI - CHIEF GROWTH OFFICER, AKILA ONE
  22. 22. CHATBOTS HALL OF FAME PONCHO SIRI EXCLONE X.AI HEALTH TAP THE MOST POPULAR CHATBOTS
  23. 23. 96% BUSINESSES BELIEVE THAT CHATBOTS ARE HERE TO STAY FOR LONG AND THEY AREN'T GOING ANYWHERE SOON
  24. 24. 67% BUSINESSES BELIEVE THAT CHATBOTS WILL OUTPERFORM MOBILE APPS IN NEXT 5 YEARS BOTS VS. APPS
  25. 25. 75% PARTICIPANTS ARE PLANNING TO BUILD A CHATBOT FOR THEIR BUSINESS IN 2017 AMONG THESE, 70% OF THE BUSINESSES INTERACT WITH THEIR AUDIENCE ON A DAILY BASIS
  26. 26. ARE YOU HAPPY WITH THE WAY CHATBOTS ARE HELPING YOUR BUSINESS? No 5% yes 95%
  27. 27. 30% 60% 90% Intelligence Conversation Security UI 0% WHAT ASPECTS WOULD YOU LIKE TO IMPROVE IN YOUR CHATBOT 90% participants believed that their bots lack ‘intelligence’ while 75% believed that their bots lag in ‘Conversational Language’ department.
  28. 28. 40-60% THE AVERAGE RETENTION RATIO OF USERS AFTER ONE MONTH OF BOT USE WHILE FOR APPS, IT'S 20-40%
  29. 29. UTILIZING THE POWER OF CHATBOTS IMPROVES ENGAGEMENT WITH CUSTOMERS AND ALLOWS COMPANIES TO COLLATE MORE VALUABLE CUSTOMER DATA FROM THE INTERACTIONS. GLENN MARTIN - PRACTICE LEAD, HUDSON DIGITAL TRANSFORMATION
  30. 30. SUMMARY THE NEED WHAT DOES ALL THIS MEAN ? Rising inclination of enterprises towards increasing customer experience and reducing operational costs will garner the growth of global Chatbots market over next 5 years THE CATALYST Rise of AI, Various bot building platforms and the availability of NLP resources are major contributors for the Chatbots growth. THE RESTRAINT Lack of awareness and large dependency on humans for customer interaction along with privacy issues are anticipated to restrain the growth of Chatbots.
  31. 31. BIG THANKS TO..
  32. 32. BIG THANKS TO.. Amir Shevat - Director of Developer Relations, Slack Tom Hadfield - CEO, Message.io Cristina Santamarina - Chief Human Officer, bots4health.com Martin Krcek - CEO, smart capsa Ankit Minocha - Head of Products, MyBliss Srini Janarthanam - Director, Chatomate Steve Ardire - AI startup advisor Drew Garcia - CEO, Lumin.ai Glenn Martin - Practice Lead (Digital Transformation), Hudson Digital Transformation Magnus Jern - President, DMI
  33. 33. Dominic Sancto - Boldstart Tech Sergio Passos - Cofounder and CTO, Take Diane Bédat - RE•WORK Glenn Miller - Miller Enterprises Alec Lazarescu - Founder, Admiral AI Chris Ulph - Senior Consultant, Sabre Riza Berkan - Founder, exClone Paco Nathan - Director (Learning Group), O'Reilly Media Jeff Bullas - Founder, Jeffbullas.com Aurelie Guerrieri - Chief Growth Officer, Akila One James Lonergan - Community Manager, Ryalto BIG THANKS TO..
  34. 34. Dennis R. Mortensen - CEO, x.ai Daley Robinson - CEO, neoschool.io Alberto Chierici - Co-founder, SPIXII Sven Theophil - Business Development, CX Company Sam Hendrickx - Founder, Craftworkz Simonas Žilinskas - UX designer, Yellow Hammock Riza Berkan - Founder, exClone Mark Clark - Director(Marketing), Contact Solutions Robert Dale - CTO, Arria NLG Eva Dimitrova - Bot Consultant Aiden Livingston - Founder, Casting.AI BIG THANKS TO..
  35. 35. Shai Berger - CEO, Fonolo Kristi Colleran - Co-Founder, Sciens.io George Zhao - Chief Data Architect, PayPal Michael Wang - CTO, Bowtie AI ZOE MCGOVERN - ACCOUNT MANAGER, CCA John Forrester - CMO, Inbenta Dan Nichols - Technology Director, The Barbarian Group Paul Smith - Director, YPO Will Sims - Founder, botly.me Andrew hyncik - Co-founder, MojoBots Benjamin Johnson - CEO, Gruvi Divya Dixit - Content Marketing Director, LeEco BIG THANKS TO..
  36. 36. Yale Zhang - VP of Marketing, Wintao Global Wayne Slavin - CEO, Sure K. C. Kanaan - CEO, Envoy America Tony Westfall - CEO, Good Company Wines Shenhav Kimhi - Director, Marketing and E commerce, Undies.com Sarah Van Dell - CEO, Plum Relish Lauren King - Senior E-Commerce Manager, Spanx Tadd Spering - CEO, Stylinity Alyx Baldwin - Co-Founder and CTO, Kip Neetan Chopra - Senior Vice President (IT), Emirates BIG THANKS TO..
  37. 37. COPYRIGHT © 2017 MINDBOWER INFO SOLUTIONS & 'CHATBOTS JOURNAL' FEEL FREE TO USE THE DATA FROM THIS STUDY WHEREVER YOU FIND IT SUITABLE. JUST PROVIDE REFERENCE TO THE ORIGINAL REPORT WHERE THE CREDIT IS DUE. DISCLAIMER

×