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What the Age of Chat Means for Intelligent Assistance

Learn about the research behind intelligent assistance.

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Text BubblesThere’s no disputing the fact that messaging platforms, specifically WeChat and Line, have become the most used interfaces on mobile devices in Asia. Because of the traction these platforms have gained, companies are building increasing levels of functionality on top of these services. The hottest trend is the addition of bots that users can message back and forth with as though they were human friends.

Text-based bots are emerging to perform all kinds of services, from hailing rideshare cars to ordering gifts, to figuring out the best deal on complex travel plans. There’s no doubt that these bots represent a new form of what we’ve been calling intelligent assistance.

Mobile users in North America and Europe aren’t using the messaging interface to the same extent as their counterparts in Asia. But if the trend continues, platforms such as Facebook Messenger and perhaps an upcoming Google competitor could become as dominant here as WeChat and Line are in China and Japan.

Many US-based brands are already rushing to get ready for the shift from apps to messaging platforms. What does this mean for intelligent assistants and technologies that companies have already invested in? For more depth on this topic, check out my latest post on Opus Research called “Why Text-Based Commerce is the Future of Intelligent Assistance.”

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virtual assistant ,chatbot ,customer care

Published at DZone with permission of Amy Stapleton, DZone MVB. See the original article here.

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