Six months ago conversational commerce wasn’t really on the radar of Deloitte Digital’s National Lead Partner Leon Doyle. Now Doyle is reorganising his entire content team around it – and believes it’s coming at the $200bn content industry like a freight train. AI-powered chatbots and the speed at which all major platforms are developing and deploying, particularly on messaging apps, are accelerating – ultimately they’re heading to full-funnel capabilities where in travel, for example, discovery to purchase is completed in a single conversational thread.
Doyle says brands must prepare for far more content governance to clear “content debt” fast. I.e. start writing not only for humans, but commerce-enabling AI applications which will ingest forgotten, incorrect, outdated or even misleading corporate information and content lurking in digital corners that the bots will otherwise scrape to build their customer responses from. That means restructuring content architecture and taxonomies and focusing on “conversation design, not just content design”, says Doyle
“This is what my team are doing. They're thinking about AI conversation strategy … rather than design just for one platform, they're actually thinking about how they structure content in modules for conversations across multiple modes - website, app, chat.”
While Doyle cites a handful of brands including Commbank and Qantas aiming for early mover advantage locally, Deloitte Digital's Global Marketing and Commerce Lead, Nick Garrett, says conversational commerce is “exploding in every market”. He thinks the impact on content economics is seismic – with everything that existed pre-AI at risk of obsolescence.
“If $200 billion is moving into play …. no client, no organisation, could not be looking at this at a forensic level.”
As Doyle puts it: “If you're not thinking actively about your content debt, your content supply chain, start right now. Because the machines are here, they're learning from your content, and we need to be good teachers to them.”
What does it mean for the broader content supply chain? Disruption for all but absolute tier one providers, per Garrett. “If your bread and butter was making [content at] scale and you’re dependent on bums and seats, a little bit of automation and a bit of offshore, you’re probably staring into a pretty uncomfortable place right now.”
For pretty much everyone on the brand-side, it means content creation is moving into a risk management business. Doyle’s advice for CX’s next big overhaul? Keep it “simple, human and trustworthy”.
