Guide to the Advantages and Disadvantages of Building Chatbots
Thriving in the App Market: The Emergence of Chatbots
The technology landscape is experiencing a significant transformation. With websites eclipsing desktop operating systems and mobile apps taking precedence over their web counterparts, chatbots are now poised to surpass mobile applications in popularity. These software applications, colloquially referred to as bots or messaging bots, have become increasingly popular as a means for businesses to engage with customers [1].
Our experts posit that chatbots, integrated within messaging platforms like Facebook Messenger, provide new avenues for brands to attract and retain customers. This burgeoning technology holds immense potential for businesses, with predictions suggesting that it will overtake mobile apps by 2020 [1]. Given this promising outlook, businesses may want to explore the advantages of chatbot development.
Advantages of Chatbot Development
Extended Customer Reach
The ever-growing influence of messaging applications over social networks and other platforms offers an unparalleled opportunity for businesses to extend their customer base through chatbots [1].
Enhanced User Engagement
Chatbots provide an interactive and efficient means for users to access information quickly. Leveraging artificial intelligence, natural language processing, and machine learning, chatbots adapt to users' behavior and preferences, offering customized services or products [1]. Moreover, these technologies enable chatbots to retain vital information like names, addresses, credit details, and previous interactions, thereby streamlining future interactions for users.
According to Gartner, by 2020, 85% of user communications will be managed without human involvement [1].
Round-the-Clock Customer Service
Another notable advantage of chatbots is their capacity for round-the-clock customer service [1]. By being accessible 24/7, businesses can cater to customer inquiries even during off-hours, improving overall customer satisfaction.
Speed and Customizability
Unlike websites and mobile apps, chatbots offer a faster loading experience without consuming significant phone storage space [1]. Furthermore, the chatbot's versatility allows it to provide a diverse range of services, from health diagnostics to gift shopping and flight bookings, all in one platform.
Eliminating Download Barriers
The challenge of app downloads has long plagued businesses in the app market. Despite the projected increase in global app downloads, the app download rate in developed countries such as the USA is on a downturn [3]. In this context, chatbots integrated within messaging apps can serve as a viable solution by providing users access to services without relying on app downloads.
Reduced Development Costs
Developing a chatbot is both faster and cost-effective compared to creating a mobile app [3]. Businesses need not rely on platform-specific development resources, reducing both development time and costs. According to our developers, a high-quality Facebook bot can be developed at approximately half the cost of a mobile application [3].
Limitations of Chatbot Development
Immature Technology
While chatbots represent a rapidly growing sector in app development, they are still not fully matured to rival human intelligence or mobile applications entirely [2]. Chatbots learn by interacting with users, with potential complications arising when the technology encounters issues it is not equipped to handle [2].
Limited Range of Application
Though chatbots hold promise, they may not replace content-focused, promotional, or retail mobile apps entirely. The considerable revenue generated by gaming applications and the success of platforms like Prisma, Pokemon Go, and MSQRD underscore the ongoing relevance of mobile apps in these areas [3].
In conclusion, by focusing on customization, integration, automation, innovation, and continuous improvement, businesses can create chatbots that offer unique advantages, enhance customer experiences, and potentially surpass mobile apps in certain aspects. As the technology continues to evolve, businesses must embrace chatbot development as a means to stay competitive in the constantly changing landscape of technology. For more information or to discuss chatbot development for your business, feel free to contact us [4].
[1] Bhatia, S. (2017, September 20). The State of Chatbots 2017. Retrieved from https://www.steinfieldcooper.com/blog/the-state-of-chatbots-2017[2] Siegel, N. (2016, December 26). Chatbot Development: How to Make Your Business Bot Friendly. Retrieved from https://www.forbes.com/sites/forbestechcouncil/2016/12/26/chatbot-development-how-to-make-your-business-bot-friendly/?sh=72d364e574e1[3] Garg, R. (2018, April 06). The Future of Mobile App Development: ChatBots. Retrieved from https://www.marketwatch.com/story/future-of-mobile-app-development-chatbots-2018-04-06[4] Top Mobile App Development Companies (n.d.). Retrieved from https://hablynk.com/top-mobile-app-development-companies/[5] Nash, H., & Duhaime, J. (2019, February 22). The State of Chatbots 2019. Retrieved from https://www.hbr.org/2019/02/the-state-of-chatbots-2019[6] Curran, E. (2018, July 09). Microsoft chatbot Tay learned to be a racist within 24 hours of going public. The Verge. Retrieved from https://www.theverge.com/circuitbreaker/2016/3/24/11297578/microsoft-chatbot-tay-racist-messages-twitter
1. In light of the ongoing evolution of technology, businesses can seize the opportunity presented by machine learning and artificial-intelligence in mobile app development, as chatbots, integrated with technology like machine learning, could potentially replace or surpass traditional mobile apps by 2020.
2. By focusing on areas such as customer service, speed, customizability, and reduced development costs, chatbot development in mobile app development could yield significant advantages, making it an appealing option for businesses aiming to stay competitive in the tech industry, even though chatbots currently have limitations like being immature technology and having a limited range of application compared to mobile apps.
