skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration

Introduction

In a series of reports, we cut through the hype to assess the prospects for intelligent agents in consumer commerce. This report examines the commercial opportunities and challenges presented by intelligent agents and business model considerations.

Highlights

  • As the AI capabilities of intelligent agents improve, so will their ability to leverage more granular data insights to understand how and why people use services, and their anticipated needs and intent.
  • As the AI capabilities of intelligent agents improve, so will their ability to leverage more granular data insights to understand how and why people use services, and their anticipated needs and intent.
  • AI can be a force for good in the security domain, but in the intelligent agent context it can also raise new challenges, notably by making phishing attacks more sophisticated and difficult to detect.

Features and Benefits

  • Assesses the commercial prospects for digital assistants and chat bots across advertising, payments, and customer services.
  • Explains important business model considerations affecting chat bots and digital assistants in digital commerce.

Key questions answered

  • How can I make money from digital assistants and chat bots?
  • What is the best way to advertise using chat bots and digital assistants?

Table of contents

Summary

  • In brief
  • Ovum view
  • Recommendations

Advertising and marketing

  • Deeper contextual, precision targeting
  • Interactivity and personalized engagement
  • Supercharged search and recommendation

Customer services

  • Customer service chat bots have great potential…
  • …but should not be viewed as low-hanging fruit

Payments

  • Payments are in the early phase for most intelligent agents

Business model considerations

  • Embedded intelligent assistants can help in device sales
  • Subscription models
  • Advertising models

Issues and challenges

  • Advertising via intelligent agents could be highly intrusive
  • Privacy issues
  • Security issues
  • Conversational interfaces must be properly thought through
  • The returned results challenge
  • Contractual issues
  • Brands could lose out in the conversation
  • Fulfillment

Appendix

  • Methodology
  • Further reading
  • Author

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at pr@ovum.com

Contact marketing - marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now