In January of 2016, I declared that it would be the year of “conversational commerce” — a new paradigm in which automated assistants and bots in voice and messaging channels would radically alter how people use computers! Data from that year that showed a migration to one-to-one messaging from one-to-many, passively consumed social feeds has just been reinforced in the 2018 Digital News Report from the Reuters Institute for the Study of Journalism. With this shift, a new front has opened in the battle to dominate distribution through conventional app stores thanks to conversational interfaces like voice assistants and bots.
To seize on this moment, most of the biggest tech companies opened up APIs to help businesses and brands connect with their customers over messaging and voice contexts, and a flurry of experimentation ensued — much of which quietly persists today. …
To be honest, there was so much content to cover that I really struggled with how to distill it into a 30 minute talk. In the end, I decided to go with this outline:
I’ve been wanting to write some kind of think piece to kick off 2017 but that hasn’t happened yet. For some reason I thought that I’d have more free time after leaving Uber, but it turns out I’m just as, if not more, busy now — go figure! Still, some of that busyness included opportunities to expand on my perspective on bots, personal bots (“mebots” as John Borthwick calls them!), and the still-green space of messaging and voice computing—which I collectively refer to as “conversational products.”
First, I participated in an interview with Fabricio Teixeira for his user experience-focused uxdesign.cc publication. As a follow-up to his piece on The State of UX in 2017, he wanted me to discuss conversational interfaces — fleshing out trend #3: Everything is a…
Many of you probably know that I have my own bot — but one of the more useful features of my bot is its ability to field private messages on my behalf. These messages get sent to me via Messenger, and I respond from within that context. Unlike email which I can and tend to put off indefinitely (sorry!), messages that I receive via MessinaBot stack up quickly, and therefore need to be addressed serially, as they’re received. This forces me to respond in a relatively timely and brief fashion.
Sometimes though, I get tougher questions that require a bit more thought. Given the frequency of questions that I receive related to bots, I asked Anne Cathrine Saarem whether she’d mind if I published my responses to her questions publicly. …
connie chan has posted this critique of Conversational Commerce last Thursday:
I’ve consistently heard this feedback since I published my post on the subject. The thing is: I agree.
Conversational software, limited to the conventional chat bubble-based SMS form-factor, isn’t the future. It’s the past. Or perhaps it’s the HTML 3.2 to today’s HTML 5, the latter leading to an explosion in performant, designer-driven apps and experiences.
My point is: the bubble is just the beginning, not the end.
Consider that sending and composing Messages on desktop hasn’t really evolved since 2012, when it was known as…
Nearly a year ago today, I wrote a post inventorying the forebears to what I believe has become the dominant trend of consumer computing apps in 2016, a trend that I dubbed Conversational Commerce and have tracked with the hashtag #ConvComm.
And now we have data from Business Insider showing that messaging apps have eclipsed social networks in monthly actives: