CONSUMER PERCEPTION AND INTEREST FOR CHATBOTS; CASESTUDY OF A SaaS B2B SERVICE PROVIDER

Abstract

The Project is to explore consumer perception and interests for ChatBots and where a B2B provider - Inverta can scale their business quicker by adopting a Software as a Service (SaaS) model. This would be directly selling on a subscription basis to a wider range of businesses. In this report the above will be answered through the analysis and research conducted. Target potential target markets will be identified and how to achieve success in them. This result of the analysis and research leads to key recommendations and actions that Inverta should take. The perceptions have been assessed through a primary data analysis conducted through an online survey while the SaaS model evaluation has been done based on the secondary data assessment. The secondary data has been assessed from a numerous proprietary data sources which are under a non-disclosure agreement. From the research and analysis that has been conducted, following are the several recommendations and actions that Inverta should pursue:  Launch SaaS model for the wider market due to the high growth expected for ChatBots/NLE and the high expected adoption rates  Launch the model within the next 6 months to capitalise on the favourable market conditions and to take advantage of being an early mover  Target labour intensive industries with cost pressures, businesses with highly skilled labour that can be automated and businesses that want to improve their customer service  Target those industries via a mixture of social media, web based and physical marketing to increase awareness and drive growth.  Price the SaaS model based on value delivered to client, differentiate offerings based on service levels  Have the option of an upfront, discounted annual payment to improve the cash flow and help fund further growth  Be cognizant of the various risks of pursuing a SaaS model. Ensure adequate human and capital resources are in place. It is felt that Inverta has a fantastic opportunity to be a market leader in the emerging market for ChatBot and NLE services and that Inverta can scale their business quicker than the existing model. By acting upon our recommendations for the delivery of a SaaS business model, we feel that Inverta will drive significant value for their clients and for their own shareholders.