BOSTON--(BUSINESS WIRE)--Messaging is a semi-natural mode of communication that has evolved with the ascent of smartphones. The immense volume of users who communicate through messaging apps represents a valuable feature for chatbots geared towards services and support with virtually no barrier to entry. A recent study from the User Experience Strategies (UXS) service at Strategy Analytics, “Conversational UIs: Discovering Serendipity” investigating the emerging behaviors, needs, and pain points of consumers regarding use of conversational chatbots, has found that despite being more engaging and efficient than traditional methods of communication, discoverability, usability, and security are critical for widespread chatbot adoption.
Key report findings:
- Conversational UIs, in the initial form of chatbots, are poised to shape the way users communicate with businesses, their smart homes and soon, connected devices.
- Conversations with a chatbot can be open-ended; there is no defined protocol which can introduce unpredictability.
- As chatbots become more successful in understanding users by leveraging AI, they will require more personal information which can raise privacy concerns.
Mathew Alton, Senior Analyst and report co-author commented, “The sheer volume of possible users across (free) platforms such as Facebook Messenger, Telegram, and WeChat makes chatbots a potentially lucrative means for users to engage with brands and services conversationally. But users do not gravitate towards messaging platforms because of chatbots—they use whatever their friends/relatives are using. As a result, messaging chatbots need to provide a meaningful, distinct, and compelling service to remain relevant.”
Chris Dodge, Associate Director and report co-author, added, “Widely-used platforms offer a range of discoverability options beyond pushing information at the user: various forms of marketing can be leveraged to drive users to chatbots. By allowing users to reach out to content, instead of pushing content directly at them, chatbots also have the potential to be a more trustworthy form of marketing.”
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Strategy Analytics, Inc. provides the competitive edge with advisory services, consulting and actionable market intelligence for emerging technology, mobile and wireless, digital consumer and automotive electronics companies. With offices in North America, Europe and Asia, Strategy Analytics delivers insights for enterprise success. www.StrategyAnalytics.com.
About User Experience Strategies (UXS)
Analyzing UX innovation opportunities in wireless, smart home, and other emerging technologies, UXS forms part of the User Experience Innovation Practice (UXIP) at Strategy Analytics. Focusing on user behaviors, motivations and interests across multiple consumer verticals, UXIP helps clients meet consumer needs, develop usable solutions and deliver compelling user experiences through both syndicated and proprietary research capabilities. With our extensive expertise in large-scale survey work, in-depth interviews, focus groups and observational sessions, UXIP’s research methodologies allow strategic user-centric analysis on the potential for new technologies. Providing actionable insight, go-to-market strategies and business recommendations, UXIP is a leading supplier of consumer knowledge to the technology industry. Click here for more information.