CONVERSATIONAL COMMERCE: MORE THAN CHIT CHAT Exclusive report from Business Insider Intelligence

1. P R O V I D I N G I N - D E P T H I N S I G H T , D A T A , A N D A N A L Y S I S O F E V E R Y T H I N G D I G I T A L .
CONVERSATIONAL COMMERCE:
MORE THAN CHIT CHAT
BARBARA PENG, VP RESEARCH

2. Source: VentureBeat, Chatbotslife, Inc, Forbes
CHATBOTS

3. EVERYONE’S TRYING TO FIGURE OUT WHAT
CHATBOTS ARE
Source: Google
1/4/15 3/15/15 5/24/15 8/2/15 10/11/15 12/20/15 2/28/16 5/8/16 7/17/16 9/25/16
Google search term: “chatbots”

4. WHAT IS A CHATBOT?
Concierge
at a 5-Star Hotel
Automated
telephone prompt

5. WHAT IS A CHATBOT?
Concierge
at a 5-Star Hotel
Automated
telephone prompt

6. WHAT IS A CHATBOT?
Concierge
at a 5-Star Hotel
Automated
telephone prompt

7. Source: Fandango

8. Source: Fandango

9. Source: Fandango

10. Source: Fandango

11. COMPANIES ARE GETTING IN ON CHATBOTS

12. MESSAGING APPS HAVE MASSIVE REACH
G L O B A L M O N T H L Y A C T I V E U S E R S F O R T H E T O P 4 M E S S A G I N G A P P S A N D S O C I A L
N E T W O R K S , M I L L I O N S
0
1,000
2,000
3,000
4Q11 1Q12 2Q12 3Q12 4Q12 1Q13 2Q13 3Q13 4Q13 1Q14 2Q14 3Q14 4Q14 1Q15 2Q15 3Q15 4Q15 1Q16
Big 4 Social Networking Apps Big 4 Messaging Apps

13. CONSUMERS ARE ENGAGED ON MESSAGING APPS
AVE R AGE NUMB E R OF D AI LY S E S S I ONS , TR AD I TI ONAL APP VS . CH AT APP
Source: Flurry Analytics
2
9
Traditional App Chat App

14. 1. They shop for you

15. 1. They shop for you
2. They know what you like

16. 1. They shop for you
2. They know what you like
3. They make checkout really easy

17. 48% 45%
11% 15%
Millennials (18-34) Gen X (35-55)
Yes all the time
I've dabbled
No, but I'd like to check it out
No way!
What's a chatbot?
PEOPLE ARE USING CHATBOTS
H A V E Y O U E V E R I N T E R A C T E D W I T H A C H A T B O T T H R O U G H A M E S S A G I N G P L A T F O R M ?
Source: BI Intelligence survey (n=1,107), Q4 2016

18. AND THEY'RE USING THEM LONGER THAN APPS
U S U S ER R ET ENT IO N R AT ES , T O P PER F O R M ING APPS V S . CH AT B O T S
Source: SimilarWeb, Chatclub, October 2016
0%
20%
40%
60%
0 5 10 15 20 25 30
ShareofEngagedUsers
Days After Install
Entertainment Apps Music Apps News Apps Chatbots