The bots are software performing automated tasks, present long in the shadow of the web, whether to scan the pages referenced by the search engines or turn zombie computers in cyber attacks.
But a particular species is the buzz today: “ chat bots ” – which could translate “ chat robot ” – made interactive with a touch of artificial intelligence to simulate a conversation with a human being on a messaging or social network – and thus sell services, clothing or other air tickets.
Messenger, instant messaging 900 million Facebook users, has large open its doors.
They have already invited among rival WeChat, Telegram or more recently Kik.
Microsoft also launched the offensive end of March, his boss Satya Nadella even saying “ bots are new applications ” mobile.
– Call-center of the mobile era –
According to the company eMarketer, more than 1.4 billion consumers used a messaging application last year, 75% of smartphone users worldwide. As many potential customers for companies that interfere or in these conversations.
Bots are for them as the call centers of 1960-70: a technology to interact widely with consumers, argues Brian Solis, an analyst with Altimeter.
He also sees a continuation of the trend initiated by applications like Uber, who “ conditioned consumers to expect services that come to them “, with simplified transactions and hyper-fast on smartphones.
The next step is “ conversational commerce and concierge services “, where everything is “ without leaving their favorite email application . ”
The bots are “ a natural extension of existing consumer behavior ,” added Julie Ask, an analyst at Forrester. “ Chat with a bot to do something, it’s closer communication ” normal human beings “ orchestrate all ” juggling between several applications.
– The future of hyper-connected consumer ‘-
Supporters of bots are also always argued that downloads and uses less mobile application. “ We spend over 80% of our time in 5 applications ,” notes David Marcus, vice president of messaging with Facebook.
It highlights the immediacy, but also the “ permanently identity and context ” offered a conversation about messaging. “ You do not have to download things, to install, register, create a user name and a password “, he lists. References, orders, tickets and last minute changes, “ everything is consolidated into a single conversation .”
Another advantage according to him: “ When you develop a bot Messenger, it works directly on all platforms “, either iOS (for Apple devices), Android ( Google) or a website. In addition, the conversation begun on the phone, can be prosecuted on computer.
The bots can also help messaging to monopolize ever time spent on smartphones, today a general concern among technology groups.
“ If you look at the type and number of services that Google, Facebook, Apple have made over the last two to three years, they absolutely are trying to dominate the mobile times consumers “notes Julie Law.
“ I would not say that consumers demand bots “, and many companies will remain in “ in the testing stage in the next few years “, she warns, however, holding that mass adoption will require more time and a lot of advances in artificial intelligence.
“ conversation ” bots today are often limited, with many responses formatted and buttons to click, and not immune slippages, as the showed the experimental bot chat Tay removed from Twitter in disaster by Microsoft because users had him “ learned ” hateful and racist diatribes.
“ The chat bots will coexist for now with applications and websites, but they will soon become a popular standard in the most connected consumers “, those who adopted an active digital lifestyle, for its part predicted Brian Solis.
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