One of the issues I knew I’d face with Kachere AI as a legal aid assistant was low retention due to its gimmicky nature i.e. people would find it cool but not many would come back to it. Adding more utility was the obvious next step hence the PAYE calculator. The results are in.
The charts show a cohort of user’s that came in for the PAYE calculator feature. With Day 1 retention at 21.3%, Day 7: 7.35 and Day 14 at 0.27% it certainly isn’t great but its better than before. However what Im impressed by is that this cohort has much better retention than others. Further to that it proves the utility problem because the day 1 retention of the same is much better.
Retention table of user’s that came in to because of the PAYE feature announcement.
On the flip side the service has issues with onboarding and feature discovery. Feature discovery in a chat-first-service is something I’ve been cracking my head on for weeks now. Unlike apps, where users can see buttons that lead to features, with AI chatbots user’s wont know about the bot’s capabilities without being told. Doing this in a seamless manner without bad UX is what Im still not sure about. An attempt at this was sending a broadcast to the cohort telling them about said features which is what contributed to better retention and people using Kachere for not just the PAYE calculator that they came for but also, the legal advisory ability it has.
Okay so I’ve made these observations, what next?
- Firstly, there’s need to deliberately curate the onboarding experience ensure they get value of the first interactions then double down on that.
- Secondly, re-engaging dormant users or automatically nudging them after a particular number of dormant events/days because this is expected.
- Thirdly, double down on creating value for the user.
- Last but definitely not least, get more word out. Acquire more users.
What is Kachere AI? Read up on it here. Otherwise it has started out as an AI lawyer whose goal is to give quick and short legal answers to the lay person who has never and is unlikely to ever read the law. Try it out here.