P2A Messaging in RCS - The Role of Chatbot Directories

Enabling Chatbot Discovery

Two-way communication has evolved immensely, leading to a transformational change in the way users interact and engage with businesses. Chatbots have played a critical role in customer satisfaction, retention and the overall effectiveness of brand messaging. The paper brings to us the rise of chatbot directories to improve user interaction, the challenges with it and how directories can help solve Person-to-Application (P2A) search. Users find it difficult to interact with brands directly and existing channels such as calling customer care agents or emails are quite time consuming. Enterprises on the other hand, are also unable to fully utilize and increase traffic on their chatbots. This research sheds light on how it is filling up the discovery gap between users and brands through the use of directories. Directories help end users to search for chatbots created by enterprises and developers. Firstly, users can access these chatbots from directories itself using Person-to-Application (P2A) trigger points like sending a missed call or scanning a QR code. Secondly, filtering chatbots by industry also makes it much easier for users to discover them. This also helps enterprises to enhance its visibility on directory platforms. The core objective of the whitepaper is to provide a comprehensive understanding of how directories work, the current status of its offerings, and how it should evolve to help in adoption of P2A messaging. The whitepaper also shares insights from the leading telco experts such as Orange, Vodafone, Synchronoss Technologies and IMIMobile and how carriers, being the early adopters, will be seeding the adoption of RCS chatbots.