Bot Trends 2017

David Pichsenmeister
@3x14159265
BOT TRENDS 2017
david@orat.io
Jan, 2017
Intelligence
orat.io/bot-trends

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Outline
1) Global Messaging Trends
2) Global Bot Trends
3) Conversational Interfaces
4) Structured Inputs & Webviews
5) Canonical Interfaces
6) Group Messaging
7) Human Supervision
8) Bot Discovery
9) Monetization

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“Messaging is one of the few things that people
do more than social networking.”
Mark Zuckerberg, Founder of Facebook

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Global Messaging Trends

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https://www.statista.com/statistics/325926/monthly-app-downloads-of-us-smartphone-users
Monthly app downloads of US Smartphone users

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https://www.statista.com/statistics/325926/monthly-app-downloads-of-us-smartphone-users
Monthly app downloads of US Smartphone users
49%zero apps

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https://www.statista.com/statistics/473831/number-of-daily-smartphone-apps-used-usa
# of apps used per day by US Smartphone users

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https://www.statista.com/statistics/473831/number-of-daily-smartphone-apps-used-usa
# of apps used per day by US Smartphone users
72% use
<= 6 apps

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https://www.comscore.com/layout/set/popup/Request/Presentations/2015/The-2015-US-Mobile-App-Report
Digital growth coming mostly from mobile

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http://www.businessinsider.de/the-messaging-app-report-2015-11

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Source: http://flurrymobile.tumblr.com/post/155761509355/on-their-tenth-anniversary-mobile-apps-start
* Time spent in Messaging & Social in Q2 2015: 68min
(https://yahoodevelopers.tumblr.com/post/127636051988/seven-years-into-the-mobile-revolution-content-is)
Messaging and social app time spent grows 394%
Year-over-Year

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https://www.appannie.com/jp/insights/understanding-global-messaging-app-user
Most engaged messaging app users by country

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https://www.appannie.com/jp/insights/understanding-global-messaging-app-user
Most engaged messaging app users by country
Avg. 48
minutes

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https://www.similarweb.com/blog/messaging-apps
Average time spent per day in messaging apps

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Global Bot Trends

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Global Bot Trends
1) 72% of US smartphone users use less than 6 apps on a daily basis
Existing platforms are becoming more important, apps opening possibility to
build applications on top of their platform
2) Digital growth mostly coming from mobile usage
Instant messaging is driven by mobile with 91% of digital time spent in this
category
3) Platform shift
In 2008 people started using smartphones over desktops, in 2016 people
shifting to use applications built on top of existing platforms → Bots

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> >
Webapps Apps Bots
Distribution channels are shifting

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Chatbot
A computer program designed to simulate an
intelligent conversation with one or more human
users via conversational interfaces.

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Bots
lightweight apps within messengers

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“Chat apps will come to be thought of as the new
browsers; bots will be the new websites. This is
the beginning of a new Internet.”
Ted Livingston, Founder of Kik

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Messaging Apps
Drivers in Bot Trend

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https://www.statista.com/statistics/325706/global-internet-user-penetration
~ 3.5 Bn
~ 4.5% Y/Y
Global Internet Users

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* Registered usershttps://orat.io/blog/current-numbers-for-mobile-messengers-q4-2016
Skype
300 Mio MAU
Messenger
1.1 Bn MAU
WhatsApp
1.2 Bn MAU
WeChat
806 Mio MAU
Kik*
300 Mio users
Line
220 Mio MAU
Viber
240 Mio MAU
Telegram
170 Mio MAU
Global Messaging Users

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Messaging Apps
Natural Language
Understanding / ML

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intent: restaurant_search
entities:
cuisine: mexican
area: vienna
I’m looking for a Mexican
restaurant in Vienna.

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… and more
TensorFlow
(Google)
Api.ai
(Google)
Rasa NLU
(LastMile)
Google Cloud
Platform NLU API
Wit.ai
(Facebook)
LUIS
(Microsoft)
Watson
(IBM)
NLP & AI Tools

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Messaging Apps
Natural Language
Understanding / ML
Voice

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http://www.slideshare.net/kleinerperkins/2016-internet-trends-report/125?src=clipshare
● 2014 Baidu - 1 of 10 searches
through voice
● 2016 Android - 1 of 5 searches
through voice
● 2020 Baidu - At least 50%
searches through voice and
images

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Conversational Interfaces

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Conversational Interfaces
● Understanding natural language
Chatbots understand and answer in natural human language
● Multimedia
Users can interact through text, voice or even images ( → image recognition).
● Human-like conversation
Users can communicate with the service as they would do with a person,
keeping track of the context from previous messages or ongoing
conversation. In many cases the bot represents a persona.

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Siri
(Apple)
Cortana
(Microsoft)
Echo
(Amazon)
Google Home /
Google Assistant
Smart Assistants

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Structured Inputs &
Webviews

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Structured Inputs
1) Enriched UI Elements
Predefined templates and elements can be used to enrich UI and UX within
conversation
2) Specific to every messaging network
Quick replies, buttons, persistent menus, list templates, carousels, ...
3) Supportive conversation
Structured inputs are used to support user flows & shortcuts, advance user
input and minimize typing effort for users

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Structured Inputs

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Webviews
1) HTML5 Webviews
Webviews or micro HTML sites can be used within a conversation
2) Enrich chat with custom elements
Webviews can be used to create custom rich elements, e.g. datepicker,
galeries, forms, profiles, ...
3) App-like rich interaction
Custom visual elements or mini HTML sites support providing an app-like
experience within a chat

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Webviews

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Canonical Interfaces

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1) Separated channels → Unification
Instead of having different channels for different usecases (e.g. newsletter =
email, product discovery = app, Support => livechat), bots can combine this
channels into a canonical interface, providing different usecases through chat
and enriched interaction elements
2) Companies combine their well established channels into one
canonical interface
Discovery, Website, Customer Support, RSS, Newsletter, Email, eCommerce, …
=> all within one chat

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3) Transfer existing usecases into new channel
Rather than creating new usecases, existing ones are transferred and
combined into a single chat.
4) History of every interaction
User and business get a log of every interaction
5) Streamlined interface
Instead of a state-based interface (e.g. apps) all interaction is in one single
stream

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Companies already transferring usecases into chat

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Group Messaging

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Group messaging
1) Add bots to group chats
Bots can be added to groups making it possible for multiple people to interact
with the bot as a group chat member.
2) Inline bots
Inline bots can be called on-the-fly within every conversation just by
mentioning the bot. This is possible in 1-1 chats and group chats.

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Group messaging
Bot in group Inline Bots

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Supported Type of Chats
Private Chat Group Chat Bot Chat Bot Group Chat Inline Bot
✅ ✅ ❌ ❌ ❌
✅ ✅ ✅ ❌ ❌
✅ ✅ ✅ ❌ ❌
✅ ✅ ✅ ✅ ❌
✅ ✅ ✅ ✅ ✅
✅ ✅ ✅ ✅ ✅
✅ ✅ ✅ ✅ ✅

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Human Supervision

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Human supervision
1) Customer Care Agent → Supervisor
Traditional customer care agents transition to supervisors of bots
2) Human Assistance/ Human Takeover
Humans can takeover conversations when needed or assist users if they got
stuck
3) Human assisted AI
Bots are trained from humans and can learn based on their interaction and
dialogs with users

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Bot Discovery

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Bots can be discovered through
● Bot stores
● Search within messaging network
● Featuring in messaging network
● Shortlinks
● QR Codes
● External listing sites (Botlist, Chatbottle, …)
● PR
● Ads

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Discovery Options
Bot Store QR Codes Shortlinks Featured Bots
❌ ❌ ❌ ❌
❌ ✅ ✅ ✅
✅ ✅ ❌ ✅
✅ ❌ ❌ ❌
✅* ❌ ✅ ✅*
✅ ✅ ❌ ✅
✅ ✅ ✅ ✅
* Unofficial Store

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Monetization

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Monetization
1) Subscription
Providing an ongoing service that the user pays for

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Monetization
1) Subscription
2) Analytics and Market research
Helping brands understand the audience through engaging conversations or
games

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Monetization
1) Subscription
2) Analytics and Market research
Helping brands understand the audience through engaging conversations or
games
3) Selling goods
Bots are becoming new channels to sell goods and services

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Monetization
4) Referral fees
Bots helping to decide which service to consume

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Monetization
4) Referral fees
Bots helping to decide which service to consume
5) In-Bot virtual goods
Sell virtual goods inside bots, e.g. games

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Disclosure
This presentation has been compiled for informational purposes only.
The presentation relies on data and insights from a wide range of sources,
including public and private companies, market research firms and government
agencies. Specific sources are cited where data are public.
Updates, revisions and clarifications will be posted to the oratio website.
Thanks
Thomas Schranz (Lemmings I/O), Peter Buch (Swell), David Pfluegl (nuwings,
Lemmings I/O) for input and feedback

Bot Trends 2017

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