In a previous blog, we discussed the surge of messaging apps such as Kik, WhatsApp, and WeChat. With the transformative advancements enabled by OpenAI, conversational AI in combination with these messaging platforms, have unlocked vast new opportunities for global brands.
To illustrate how messaging apps can instantly provide personalized services to users, we share our journey with Kik from 2017. Kik was an early leader in the messaging app space, particularly popular in North America, boasting around 300 million users at the time.
Kik quickly became a preferred communication method for young people, with 40% of its users aged 18 to 24. This growth and personalization caught the attention of global brands. By 2016, Kik had partnered with a dozen global brands like Sephora and H&M, offering them services through the first generation of chatbots.
Digital Concierge: The Next Level of Instant Personalized Advice
Kik exemplifies the importance of customer conversations, owning critical workflows such as communications, payments, and location. This control allows them to mediate social and economic interactions between users and third-party apps. Their innovative UX design enhanced user experiences, making Kik a valuable client for us. Kik's partnerships with brands and artists boosted user engagement and revenue.
Today's young consumers are accustomed to receiving instant online services and advice. They rely on AI-powered assistance for daily decisions more than ever. Brands realized the potential of messaging apps in influencing daily decisions and collecting personal data from user interactions on these platforms.
Retailers and brand managers saw messaging apps as powerful distribution channels. Chatbots within the Kik app enabled partners to offer personalized recommendations, facilitate purchases, and track orders. For instance, H&M's chatbot guided customers through outfit choices, directing them to relevant sections on their website, thereby enhancing the shopping experience and encouraging purchases.
Kik Messenger App, an innovative conversational commerce example
The Kik Messenger was the pioneer and a conversational commerce example on how conversational AI can be effective to boost sales and customer loyalty.
By analyzing numerous chat journeys, we found that chatbots on the Kik platform not only upheld brand reputations but also encouraged customers to recommend the service to others. Customers expect immediate responses, regardless of the time. Through strategic sessions with Kik’s managers and business development teams, we identified the app’s potential to become the default communication channel for users, aiding them in making daily decisions instantly.
Kik aimed to emulate WeChat’s success, integrating e-commerce, travel, media, entertainment, and more within its app. This would keep users engaged in their daily activities within the Kik platform. They also innovated in conversational commerce by introducing their own digital currency, Kin, to streamline payments.
Our collaboration with Kik, involving talented young professionals in machine learning and UX design, reinforced our belief in the power of chatbots. These bots serve as powerful human-like assistants for consumers and hyper-targeted marketing tools for brands. With the ongoing advancements in AI, we are poised to continue partnering with digital marketers and product managers to embrace this evolving landscape.
Lessons Learned and more
Let's explore together as we address some common questions and lessons learned and unveil the impactful journey we embarked on with Kik.
1. What is conversational AI, and how does it relate to chatbot UX innovation? Conversational AI refers to the use of artificial intelligence to enable natural language interactions between humans and computers. Chatbot UX innovation focuses on enhancing the user experience within chatbot interfaces, making interactions seamless and intuitive.
2. How did your partnership with Kik contribute to digital transformation? Our collaboration with Kik allowed us to explore the potential of conversational AI and chatbot UX innovation in driving digital transformation. By leveraging these technologies, we were able to enhance customer engagement, streamline processes, and pave the way for future advancements in digital marketing.
3. What were some key learnings from your experience with Kik? One key takeaway was the importance of personalized, instant services in today's digital landscape. Another was how conversational AI is not only the domain of machine learning modelling, even more so by adding creative UX design capabilities, leading to awesome UX innovation.
4. How do you envision the future of conversational commerce? We see conversational commerce continuing to evolve, with chatbots playing a central role in facilitating transactions, providing support, and delivering personalized experiences. As AI technology advances, we anticipate even more sophisticated interactions and greater integration with various digital platforms.
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