Chatting with botsOnline conversations are good for business in the real world

Conversational commerce is talking to brands in order to buy stuff

“Utilizing chat, messaging, or other natural language interfaces (i.e. voice) to interact with people, brands, or services and bots that heretofore have had no real place in the bidirectional, asynchronous messaging context.”Chris Messina

https://medium.com/chris-messina/2016-will-be-the-year-of-conversational-commerce-1586e85e3991

Engaging with brands via chat is evolutionary, not revolutionary.

http://www.emarketer.com/Article/Mobile-Messaging-Reach-14-Billion-Worldwide-2015/1013215

1.4 billion consumers used

messaging apps in 2015

80%of mobile users will be

using chat apps by 2018

Retail conversations now range from human-led to AI-assisted

People already have chat apps installed; you won’t need them to install a separate brand app in order to talk to them.

Bot chats can bring people to stores

Go where your customers are

Bots can do the heavy lifting but leave the delicate stuff to humans

Personalization isn’t optional: you have people’s data and they expect you to use it to give them better service

Omnichannelneeds connected stores; make sure your systems talk to each other

The chat bot ideal: a frictionless digital experience bringing happy people to stores

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