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Messaging bots new opportunities


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Messaging bots new opportunities
Presented for FoundersDevelopers

Published in: Internet

Messaging bots new opportunities

  1. 1. Mobile-centric messaging as new interface new opportunities 2016.03
  2. 2. - Texting as new habit and universal interface - Current messaging landscape - Key dimensions for business opportunities Dmitry Matskevich:
  3. 3. 1.Texting as new habit + new universal interface “Text-based interaction is fast, fun, funny, flexible, intimate, descriptive and even consistent in ways that voice and user interface often are not.” — Jonathan Libov Dmitry Matskevich:
  4. 4. Brief history of text messaging Dmitry Matskevich:
  5. 5. Messaging has been the fastest-growing online behavior within the social landscape over the past five years, passing social networks Dmitry Matskevich:
  6. 6. Mobile centric messaging are very different from other communication channels (email, calls, …) 1) Free 2) Long lived (on the record) 3) Asynchronous (by expectation) but can be synchronous 4) 24*7 5) Grouped by people, not by topic (as emails) 6) Ordered by most recent activity (inbound or outbound) - don’t eliminate while answered 7) Universal interface (in contrast to GUI of different apps) 8) More effortless than voice 9) Forces us to be concise 10) Works well in 1:1, 1:N, and M:N modes 11) Can be indexed and searched efficiently Dmitry Matskevich:
  7. 7. Cognitive ease Repeated experience Free Familiar interface Good mood Positive context No pressure High ability Feels familiar Feels true Feels good Feels effortless Texting is for cognitive ease Dmitry Matskevich:
  8. 8. Text is comfortable, funny and responsive (stats) 1. Texting is the most widely-used and frequently used app on a smartphone, with 97% of Americans using it at least once a day. (Pew Internet) 2. Text messages have a 98% open rate, while email has only a 20% open rate. (Mobile Marketing Watch) 3. Text messaging has a 45% response rate, while email only has a 6% response rate. (Velocify) 4. 90% of all text messages are read in under 3 minutes. (Connect Mogul) 5. Text messages are read on average in under five seconds. (SlickText) 6. The average adult spends a total of 23 hours a week texting (USA Today) 7. The average Millennial exchanges an average of 67 text messages per day (Business Insider) 8. On average, Americans exchange twice as many texts as they do calls (Nielsen) 9. Only 43% of smartphone owners use their phone to make calls, but over 70% of smartphone users text (Connect Mogul) 10. 55% of heavy text message users (50+ texts per day) say they would prefer to receive a text over a phone call (Pew Research Center) 11. In 2011, 31% of Americans said they preferred text messages to phone calls (Pew Research Center) 12. It takes the average person 90 minutes to respond to email, but only 90 seconds to respond to a text message. (CTIA) 13. American women text 14% more than men. (Nielsen) Dmitry Matskevich:
  9. 9. Text is well suited for businesses interface (stats) 1. 38% of contact centers currently offer SMS, and 23% have plans to add it in the next 12 months. That means 61% of contact centers will offer SMS support in 2016. (Dimension Data) 2. 80% of people are currently using texting for business. (eWeek) 3. The activities people with text capabilities would most prefer to do via text are: check order status (38%) schedule or change appointments (32%) and make or confirm reservations (31%). (Harris poll) 4. Over half of customers said they would be likely to text with a customer support agent. Similarly (eWeek) 5. A 2012 study found that text was the highest rated contact method for customer satisfaction out of all other customer communication channels. (CFI Group) 6. Millenials prefer automated text messaging over IVR,(Frost & Sullivan) 7. Sales prospects who are sent text messages convert at a rate 40% higher than those who are not sent any text messages. (Velocify) 8. Over 80% of people use text messaging for business, and 15% said that more than half their messages are for business purposes. (eWeek) 9. 44% of consumers with texting capabilities would prefer to initiate a text conversation immediately, rather than waiting on hold to speak with an agent. (Harris Poll; link below) 10. Nearly 70% of employees think their organization should use text messaging to communicate with employees (Vitiello Communications Group) 11. 64% of all consumers are likely to have a positive perception of a company that offers texting as a service channel (Harris Poll; link below). Dmitry Matskevich:
  10. 10. New internet users most likely to onboard via messaging platforms Dmitry Matskevich:
  11. 11. Messaging will add 1.1 Billion new users by 2018 Dmitry Matskevich:
  12. 12. Not “one size fits all” - many people use different messenger apps for various use cases Dmitry Matskevich:
  13. 13. 2.Current messaging landscape “I’ve seen the new face of search, and it ain’t google.” Dmitry Matskevich:
  14. 14. 1) Mobile messaging apps are massive. Falling data prices, cheaper devices, and improved features are helping propel their growth. New users onboard with messengers. 2) Messaging apps are about more than messaging. The first stage - growth. Next phase - building out services and monetization 3) Popular Asian messaging apps like WeChat, KakaoTalk, and LINE have taken the lead in finding innovative ways to keep users engaged. 4) Media companies, and marketers are still investing more time and resources into social networks like Facebook and Twitter than they are into messaging services. That will change as messaging companies build out their services and provide more avenues for connecting brands, publishers, and advertisers with users. Key takeaways Dmitry Matskevich:
  15. 15. The most famous plot to pitch investors on your bot idea:) Dmitry Matskevich:
  16. 16. Messaging Apps = Top Global Apps in Usage + Sessions Dmitry Matskevich:
  17. 17. Messaging Apps = Top Global Apps in Usage + Sessions Dmitry Matskevich:
  18. 18. The messaging boom is about price—sending an SMS is up to 63x more expensive outside the U.S., while messaging apps are flat-fee or free Dmitry Matskevich:
  19. 19. Facebook’s WhatsApp and Messenger are the only global players, leaving them in the best position to capitalize on messaging Dmitry Matskevich:
  20. 20. In Asia-Pacific, local messaging apps dominate in the largest countries, but in Southeast Asia global players are competing Dmitry Matskevich:
  21. 21. As major Asian messaging platforms reach scale, they have launched new first-party and third-party services as apps on top of messaging, capturing significant messaging revenues Dmitry Matskevich:
  22. 22. As major Asian messaging platforms reach scale, they have launched new first-party and third-party services as apps on top of messaging Dmitry Matskevich:
  23. 23. Messenger API status Whatsapp Announced his plans to build and API WeChat WeChat API Facebook messenger Business pages API, messenger API coming soon - mixed between closed Asian model and Telegram open platform Viber Closed API, open API coming soon Line Line Partner Telegram Opened platform - Bot API, Telegram API Kakao Talk Kakao Developers Google hangout Probably relaunch hangout and build an API KiK API opened for selected businesses More and more messengers open API for third-party services Dmitry Matskevich:
  24. 24. New consumer businesses are being built on messaging platforms — messaging bots Dmitry Matskevich:
  25. 25. 3. Key dimensions for business opportunities “Thank god I don’t need to download another fucking app for this.” Dmitry Matskevich:
  26. 26. 1) To see the future of mobile messaging go South Eastern Asia (mobile leapfrogging in SEA) 2) Infrastructure companies 3) New companies — ‘Assistant for X’ 4) Existing Companies and Organizations New business opportunities Dmitry Matskevich:
  27. 27. Some examples Dmitry Matskevich:
  28. 28. Texting with Bus Time Dmitry Matskevich:
  29. 29. You can choose product, take sales assistance, confirm purchase in one interface Dmitry Matskevich:
  30. 30. To see the future of mobile messaging go to South Eastern Asia (mobile leapfrogging in SEA) Southeast Asia Is Leading The World’s Most Disruptive Mobile Business Models Dmitry Matskevich:
  31. 31. SEA it truly mobile first region Dmitry Matskevich:
  32. 32. In Thai more than 50% in Line messenger She can manage the “site” and respond to inquiries on mobile while sitting here all day The motorcycle taxi around the corner can make quick deliveries if needed Dmitry Matskevich:
  33. 33. C2C Models: The Six Steps To Quick Social Commerce In Southeast Asia Dmitry Matskevich:
  34. 34. These services don’t offer “a great experience” but are ”good enough” and offer a good balance of reach, effort, functionality and adaptability Dmitry Matskevich:
  35. 35. B2C Models: Line grocery delivery pilot in Thailand Dmitry Matskevich:
  36. 36. Infrastructure companies Dmitry Matskevich:
  37. 37. There is a tremendous amount to build for the ecosystem Discoverability. Opt-in strategies. User text interface generation Aggregation. Meaning extraction. Preprocessing. Recognition. Automated request processing ... Human request processing Operational infrastructure Marketing platforms. Opt-in widgets Bot constructors API Connectors NLP/AI AI. Personalization. CRM. Support ticketing systems Analytics. Payments. Hosting. Dmitry Matskevich:
  38. 38. 1. An’t yet to early to build X part for the ecosystem? Are businesses ready to use this? 2. Is this the best entry point to the market? There are some questions Dmitry Matskevich:
  39. 39. New companies — ‘Assistant for X’ Dmitry Matskevich:
  40. 40. Message us, and we’ll assist you with X thing. with a bot with a human Digit - personal finance Vango - personal art advisor Luka - restaurant recommendations Larry - legal assistant … Assist - personal assistant Operator - shopping assistant Pana - travel concierge PS Dept - personal shopper ... Facebook M - anything Magic - personal assistant ... SpecificverticalHorizontalaggregators Dmitry Matskevich:
  41. 41. 1. Distribution in a cost effective way? 2. If they aren’t human powered, is the interaction actually better than a UI? 3. Could AI really automate the communication in chousen scope? 4. If they are are human-powered, how and when will the unit economics make sense? There are some questions Dmitry Matskevich:
  42. 42. Existing Companies and Organizations Dmitry Matskevich:
  43. 43. For every industry Dmitry Matskevich:
  44. 44. For every step in value creating activities within an industry (ex agriculture) Dmitry Matskevich:
  45. 45. For every block of a company internal value chain Dmitry Matskevich:
  46. 46. For every step in consumer messaging chain Dmitry Matskevich:
  47. 47. 1. Distribution in a cost effective way? 2. Viral rate? Viral cycle? 3. First integration cycle? 4. One-to-One b2b solution or potential to become a platform? 5. Barriers to entry - network effect (good) or better salesteam/product/AI/someothershit (not good)? There are some questions Dmitry Matskevich:
  48. 48. Reports and slides 1. 2. 3. 4. Essays and articles 5. 6. 7. 8. 9. 10. hmsqr3k:YLDj 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. App lists 25. 26. 27. 28. Resources Dmitry Matskevich:
  49. 49. Ideas? Dmitry Matskevich