Chatbots communicate with customers through various platforms such as websites, mobile apps, and messengers. When companies consider adopting chatbots, choosing the right platform is a crucial strategic decision. To expand customer touchpoints and facilitate effective interactions, it is essential to deeply understand the characteristics of each platform and user behavior patterns.
According to data from the market research firm Emarketer, consumer interactions via chatbots are expected to reach 142 billion annually by 2024. Additionally, a survey by an online customer support solution provider found that 88% of online shoppers prefer inquiries through chatbots. Companies are paying close attention to these trends and are strategically selecting platforms to expand customer touchpoints.
- Messenger Platforms Meet Generative AI
Messenger platforms are emerging as key channels for expanding customer touchpoints. According to a messaging platform service provider, about 5 billion users worldwide communicate through messenger apps. In particular, KakaoTalk holds a dominant market share domestically and is recognized for its value as a marketing platform.
Data from Statista shows that KakaoTalk’s domestic usage rate by age group exceeds 90%, with even usage across all age groups. Furthermore, a report from Tech in Asia states that KakaoTalk’s monthly active users reach 46 million, which corresponds to about 90% of the domestic population, demonstrating how deeply KakaoTalk is embedded in everyday life.
KakaoTalk-based chatbots are essential in various fields such as public services, healthcare, customer centers, and shopping. Compared to web or mobile channels, KakaoTalk’s usage rate is more than five times higher. This clearly indicates the share and importance of KakaoTalk in the domestic chatbot market.
Recently, chatbots integrated with generative AI technology have been gaining attention on messenger platforms. These advanced features, such as understanding conversational context and generating personalized responses, provide user-friendly services. Especially when generative AI chatbots are introduced on highly used messenger platforms like KakaoTalk, the ripple effect is expected to be significant.
Global messenger platforms are also actively adopting generative AI chatbots. Meta (formerly Facebook) recently revealed plans in an internal meeting to introduce generative AI chatbots on WhatsApp and Messenger. This is interpreted as a strategic move to enhance user experience and create new value on messenger platforms.
AI chatbot specialist company Makebot Inc. provides chatbot solutions specialized for various messenger platforms. In particular, through close collaboration with KakaoTalk, it is strengthening its competitiveness in the domestic market. Additionally, it focuses on improving user experience by utilizing generative AI technology for customized response generation and multi-turn conversation handling.
- Web and Mobile Apps Require an Integrated Approach
Websites and mobile apps are also considered major platforms for chatbot adoption. As digital assets of companies, enhancing customer experience through chatbots is an important task. According to a recent chatbot report, 45% of website visitors expect quick responses via chatbots. Mobile app users also want immediate problem resolution through chatbots.
However, approaching web and apps as separate platforms is not advisable. From the customer’s perspective, it is important to provide a consistent and seamless experience. As emphasized by a chatbot specialist company, achieving organic linkage between platforms through an omnichannel strategy is essential.
Makebot offers chatbot development tools optimized for web and mobile apps. It supports integrated customer experience implementation through customized designs considering user interfaces for each platform and smooth data integration. Additionally, integrated management functions via dashboards enable efficient operation.
Kim Ji-woong, CEO of Makebot Inc., stated, “To expand customer touchpoints, a strategic approach to various platforms such as messengers, web, and apps is necessary,” adding, “Beyond simply supporting multiple platforms, data-driven personalization and consistent experience delivery are key.” He further presented the vision, saying, “Makebot supports optimized chatbot development for each platform based on generative AI technology and will grow as a reliable partner for companies aiming to expand customer touchpoints and provide differentiated value.”
Choosing a chatbot platform is an important decision directly linked to a company’s customer touchpoint strategy. Understanding the characteristics of each platform?messenger, web, app?and moving toward maximizing user experience is essential. Especially in the domestic market, the importance of KakaoTalk cannot be overlooked. Through integration with generative AI technology, providing more proactive and personalized chatbot services is expected to be effective. Consistent and continuous customer communication that transcends platform boundaries will be the core value in the chatbot era.
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