Bots conversations are happening everywhere. The concept of CUI which best fits for customer service or virtual coach in health & Wellness Apps is being thought on e commerce shopping space as well. Although the issue of typing lengthy commands is solved by predefined keyboards (ref: telegram) still user cannot be presented with a gamut of options due to messenger's design.
So what is the problem they are trying to solve:
- People don't want to install apps for every single business.
- Already users are spending time on messenger, lets leverage it.
- Certain tasks like changing the quantity/address/repeated tasks (like same pizza order) can be done quickly and efficiently using a CUI.
What actually it doesn't solve:
- Given the constraint in real estate, however personalized it is, a bot cannot identify what I really want now and it may have to take multiple iterations/conversations to get it right. Though it is great for reordering, if re-ordering is the only purpose I would prefer Dominos Zero Click app approach which is far more easy.
- CUI is not great for every problem. Esp with online shopping. Although I agree it is great for customer service and any follow ups.
- Bot discovery, seems we are shifting the problem from App store to Bot store
What App Stores / PlayStores can do
By providing ability to run app inside the store app rather than mandating the user to install it. The app can be full-fledged version or a lite version which solves/answers basics needs. The app-lite will be a subset of actual app that runs inside the store. The app store should allow apps to store some data and access them.
The issue of paid apps is something the respective developers can decide whether they are allowing to use on store for a limited time or mandating installation.
What do users gain:
- They need not install app for one time use and still have a better UX. Of Course, if they are interested they can still download.
- They can use/play with the app and explore the benefits without installing it.
- App-lite version can serve quick repeated tasks such as Reordering a pizza, checking order status etc.,
What about Permissions and Push
We are trying to simplify, so better we can have a preference center inside the app and allow users to opt-in/opt-out without installation rather than throwing too many prompts. For push, we can send push to store app which on tap would launch the right feature inside the right app within the store app. Same with deep-links as well. Of course, we can limit options which may be available only for users who install the app.
Games as well?
I think people dont have any problem in installing games.
How developers benefit:
Clearly we have to allow developers to decide whether they are providing this option or mandating install.
This would definitely a better platform for users to experience their app before installing it.
