There's a chat for that – is messaging the next big platform?
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Transcript of There's a chat for that – is messaging the next big platform?
from Mary Meeker’s Internet Trends report – http://www.kpcb.com/internet-trends
47
Messaging Apps = Top Global Apps in Usage + Sessions
6+ of Top 10 most used apps
globally = Messaging Apps
Messaging Apps Æ
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.
“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
“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
Positive traitsNo 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
“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
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
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
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.
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
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