Pros and cons of chat bots and mobile apps
In the last two years, especially with the acceleration in the development of AI, we have entered the era of conversational commerce or c-commerce. Chat bots are transforming user experiences and even replacing apps in some cases. In this blog post, I will compare chat bots to applications, especially in terms of faster development, easier integration, and simpler maintenance.
Users love messaging apps
The average modern user has dozens of apps on their mobile phone but only uses a few on a daily basis. The result is app fatigue among users. On the other hand, messaging apps, such as Facebook Messenger, Viber, WhatsUp, Apple Business Chat, etc., are among the most commonly used applications. This creates opportunities for conversational marketing.
Chat bots can be built and integrated into existing conversational applications with very low initial costs. In addition, there are no approval processes as there are for the apps that are developed for Android and iOS platforms and need to be approved by the respective platforms. Chat bots and conversational commerce provide a quick path to customers with lower entry costs and are particularly useful when developing new digital business models.
Faster development and lower entry costs
Frequent use of messaging apps and the time users spend in them provide instant access to audiences and quick message personalization. In the initial stages of the development cycle of the chat bots, it is possible to progress very rapidly with relatively little effort. Moreover, a bot doesn’t require a graphical user interface (GUI).
On the other hand, we need to invest a lot more effort, time and money in mobile apps at the beginning in order to launch the product to the public at all. However, in the case of the chat bot, most of the work starts only after the first version (MVP) has been launched. This product must then be updated based on the feedback from the user. If the product is driven by AI and a standardized solution, such as LivePerson, some of the updates can be performed by the technology itself, while the technology partner continues to update and upgrade the technology.
Chat bots drive conversations and promote human touch
Compared to an application that processes unstructured data, chat bots process the data by constructing it into a form of conversation that personalizes the interaction. Furthermore, advanced AI-powered chat bots use perceived intent to drive proactive communication.
Chat bots are multifunctional; they can exist in multiple channels and can permit an agent to get involved in communication with the user and take over part of the conversation in specific cases. Many apps also offer live chat, and chat bot can support interactive text response (ITR) and interactive voice response (IVR) interactions in the call center.
What is even more interesting is that conversational AI can learn from past conversations about how to handle similar conversations in the future. The development of neurolinguistic programming (NLP) or the technology for natural language processing and understanding will accelerate this further.
Why Chatbots Gets Preference Over Mobile Apps?
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Single Interface Living in Different Environments
A single chatbot can exist in different ecosystems, hence giving users access via different avenues to the same interface.
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Rapid Availability
In order to have an interface up-and-running is much faster than a mobile app. Once the interface is released in the wild, it can be improved incrementally.
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Lower Development Cost
Development cost is lower, hence making it more accessible. Opensource and no-cost tools are in abundance and growing.
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NLP / NLU Advancements
Natural Language Processing and Understanding as disciplines are rapidly expanding.
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Footprint
Chatbots can have a very small footprint with no local installation requirements.
Cons of Mobile APPS
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Users Are Bored Of Apps
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Useres have to download the Apps
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Manual update
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Apps requires storage space
Conversational commerce complements apps and e-mail communication
It makes the most sense to consider chat bots as another channel that can be used to send a message to a user or customer. In practice, chat bots today have been proven to attract new customers, improve customer support and increase conversions.
Chat bot elevates the online shopping experience through conversation, offers alternative forms of payment within a conversation, automates certain steps and accelerates the development of so-called live services for users. These are only some of the reasons conversational commerce is on the rise. After all, the use of chat bots in messaging apps can increase or accelerate interaction with users as we have seen in many practical Liveperson’s case studies.
