Change might be hard but it’s inevitable. When it comes to adopting convenient and efficient technology, consumers usually embrace it quickly. Same is true for usage of chatbots by users. Placing an order, filing a complaint, tracking your order or simply giving customer service feedback, chatbots can do it all and users feel it’s easy to resolve their queries. With the advancement of technology, and arrival of OTT apps and RCS, chatbots have the potential to provide a more engaging and interactive channel for Person-to-Application (P2A) business messaging.
Mobile Ecosystem Forum (MEF), a non-profit association which aims to address issues in regards to widenning mobile reach, has recently launched a report a called P2A Business Messaging 2020, which surveyed nearly 6,500 users in 10 different countries to understand whether users are ready to adopt P2A messaging services or not.
Survey Snapshot
Here are some quick stats from MEF P2A Business Messaging Survey:
55% of smartphone users are ready to have a conversation with automated solutions (chatbots or P2A).
81% of the users can see themselves using P2A messaging for specific use cases such as placing an order, tracking shipment, checking balance and so on.
31% of users prefer calling, but many are open to mixing both depending on the situation (28%), 21% would prefer the new P2A messaging chats channel.
This snapshot of the data surveyed clearly indicates that the users are willing to adopt the P2A messaging business applications, especially if they are automated bots for a specific use.
Less Waiting Time: Advantage of Messaging Over Call
The survey suggests that users prefer messaging over call as there is less waiting time. If you ever call for a query to a call center, either the waiting period is long or you are kept on hold for an infinite amount of time. If you feel like that, you are not alone, 36% users from the survey felt the same way as well.
Evolution in P2A Messaging: RCS Business Messaging
Rich Communication Services (RCS) is revolutionizing business messaging by allowing users to interact with chatbots. RCS is the next generation of SMS which allows users to book appointments, view carousel images, place orders through it’s rich and interactive engaging features.
“With a growing number of RCS chatbots supporting use cases such as making appointments, delivering notifications, tracking packages, interacting with live agents, providing entertainment, and managing the engagement for online orders, users are increasingly looking to initiate conversations with chatbots. Indeed, market studies project that P2A initiated use cases will dominate the chatbot space in the long run.” says Surinder Anand, CTO & VP Product Management at Kirusa
Click here to download the full report.
