Digital Virtual Assistants

The evidence is right before our eyes – and under our thumbs. Anybody under the age of 34 lives in a world of text and emojis through communication platforms that span Web chat, SMS and messaging. Mobile users have made text their preferred mode of digital communications and commerce.

A TIME Mobility Poll in 2013 began documenting this trend. The study found Americans ages 18-29 send and receive an average of nearly 88 text messages per day, compared to 17 phone calls. While the numbers decline in each succeeding age category, even in the 65 and over group daily texting still edges calling 4.7 to 3.8. Additionally, the poll found 32% of all respondents said they’d rather communicate by text than phone, even with people they know very well.

Such data served as an early warning for brands and enterprises exhorting them to offer text-based communications, starting with Web-based chat, as part of their multichannel or omnichannel strategies.