Will Chatbots Replace Apps in the Future?

Today, you can find an app for almost everything, but there’s been a steady decline for app downloads and an even less app usage. Why? Chatbots are taking the market by storm, shifting the trend of apps into conversational interaction. Gartner, a research and advisory firm, issued a bold statement in their report: “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human”. But why are chatbots killing apps and will chatbots replace apps in the future?

Memory Issues

With so many apps to download on the market, users are exhausting their mobile phone’s capacity, causing memory issues. Most apps only serve one purpose, meaning you must download several to accommodate all your needs. Chatbots unify all your needs making them far more memory efficient, all the while getting the information you need a lot faster without the need of installation. But is this enough to justify a shift where chatbots replace apps? This is only one of the many factors involved in this disruptive technological paradigm.

Ease of Use

Each application has its own unique interface. As simple as they may be, each app has its own learning curve. After a bit of experimenting and dabbling, you will get the hang of it, but it will take time. Chatbots have a unified and standardized interface, meaning you don’t have to learn anything, just chat! A chat interface is highly practical and very well known in this day and age.

Cost and Time

Producing a unique app for your business is expensive and requires multiple phases and testing. Chatbots are far easier and cost effective to develop. Most chatbots are built around standardized frameworks, so all that’s needs to be done is assimilate it to suit your business goals. Unlike an app which must be fully developed when released, a chatbot will continue to learn and grow after its initial release, becoming more and more efficient as time goes by.

Will Chatbots Replace Apps?

User Interaction and Support

Chatbots surpass apps in the fact that the experience is more of a two-way interaction. When it comes to customer support, apps are limited to what’s currently available on the version. Chatbots provide better and immediate solutions, and should the chatbot hit a wall, you can always be promptly referred to an actual human in its stead. Chatbots also track customer’s responses, a far better way to track user experience than dealing with public comments on your app.A multitude of companies are migrating from apps to chatbots, and we’ve barely scratched the surface on chatbot potential. In a few years’ time, chatbots will grow exponentially, further killing the app industry. Contact us to find out more how a chatbot can help revolutionise your company’s customer experience.

A multitude of companies are migrating from apps to chatbots, and we’ve barely scratched the surface on chatbot potential. In a few years’ time, chatbots will grow exponentially, further killing the app industry. Indeed, a future where chatbots replace apps is closer than you think.

Contact us to find out more how a chatbot can help revolutionise your company’s customer experience.

Published September 2017

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