There's a chat for that – is messaging the next big platform?
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This presentation explores the emergence of messaging platforms as a new "operating system" and core UI paradigm on mobile.
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There's a chat for that – is messaging the next big platform?
- 1. There's a chat for that – is messaging the next big platform? @richardkeen
- 2. from Mary Meeker’s Internet Trends report – http://www.kpcb.com/internet-trends 47 6+ of Top 10 most used apps globally = Messaging Apps Messaging Apps significant app sessions Source: Quettra, Q1:15. Data ranked based on usage. Quettra analyzes 75MM+ Android users spread out in more than 150 countries, collecting install and usage statistics of every application present on the device. Q1:15 data analyzed three months of data starting from 1/1/15. Data excludes Google apps and other commonly pre-installed apps to remove biases. Only apps with 10K+ installs worldwide and 100+ DAU are counted.
- 3. “Can Facebook Messenger kill off apps?” – The Telegraph, 15th November “I always like to rewind to what people did before technology. Before the web era, we just had conversations.” – David Marcus, head of Messenger
- 4. “Messaging Leaders [are] aiming to create cross-platform operating systems that are context-persistent communication hubs for more and more services” – Mary Meeker, Internet Trends 2015 “Old: all software expands until it includes messaging New: all messaging expands until it includes software” – @BenedictEvans, March 2015
- 5. Concept: requesting a Lyft ride through messaging http://bit.ly/1lumnN6
- 6. operator.com: Real Operators. Real Recommendations.
- 7. Positive traits No download and no install to add a new service Asynchronous both in delivery mechanism and variable speed communication style Very low data usage and excellent intermittent network behaviour Inherently social, works for 1-1, 1-N and N-N scenarios Provides persistent context and an ongoing communication channel Identity always provided Inherently cross-device and cross-platform Performs well on feature phones and low-end smartphones Rich platform context and services
- 8. WeChat “Many institutions that otherwise would have native apps or mobile sites have opted instead for official accounts … they’ll reply, either in an automated fashion or by routing it to a human somewhere.” – http://dangrover.com/blog/2014/12/01/chinese-mobile-app-ui-trends.html 650 million MAU – platform capabilities since 2012 Order taxis, book cinema tickets, book an appointment at the doctor, send a payment, shop at 28 million+ stores, all through a messaging app
- 9. Facebook Messenger & M 700 million MAU – Businesses on Messenger in UK Q1 2016
- 10. Facebook Messenger & M “M felt revelatory when I had it call Amazon’s customer service line for me … ‘OK - Amazon has informed me that your refund is being processed and the amount will be reflected in your account in 2 to 3 business days!’. Welcome to the future, I thought.” – http://www.theverge.com/2015/10/26/9605526/facebook-m-hands-on-personal-assistant-ai M is an AI-based assistant exposed as just another contact in Messenger, with a human team overseeing and augmenting the conversation
- 11. Try out Skyscanner’s prototype bot at https://telegram.me/Skyscanner_Bot Telegram https://core.telegram.org/bots Clever custom “keyboard” feature Bots are created via a bot! – the BotFather 60 million MAU – bot API launched in June
- 12. cola.io – new messenger app based around rich conversation with businesses & services
- 13. SMS – not dead yet!
- 14. What about “assistants”? “Smart agents like Cortana will replace the web browser” – Satya Nadella quoted in Business Insider, 13th November Posit: Siri, Cortana, Alexa are essentially limited forms of a conversational experience.
- 15. Platform enablers of conversational experiences Programmatic send/receive APIs Basic and rich content (card) representation options Actionable UI elements such as buttons, maps and drop-downs Access to contextual information such as location Payment mechanisms Custom response keyboards Slack/CRM integrations for human responder cases
- 16. Building blocks of a conversational bot Natural language processing Conversational state management APIs providing structured data and service functionality Appropriate “card” and textual representations of content
- 17. Messaging within your app https://smooch.io https://layer.com
- 18. Where does this leave apps and the web?