Why would ChatGPT go back to phone calls in the age of apps?
Inside the strategy of making advanced AI feel less daunting.
What’s happening?
OpenAI made ChatGPT available through a 1-800 number and WhatsApp—no app download required. It's bringing AI to traditional communication channels.
What are the key product decisions?
Entry Point: Added phone calls and WhatsApp as alternative access points
Feature Set: Limited to basic Q&A and translations. No multi-modal inputs
Usage Model: 15-minute free trial for calls, daily limits for messages
No Prerequisites: Removed typical barriers like accounts or downloads
Why it matters
1. Business Impact
Opens up a massive untapped market of tech-hesitant users
Provides competitive advantage through unique distribution channels
2. User Adoption Strategy
Creates natural pathway to full product: starts with familiar tools people already know
Removes risk through limited free trials (15-min calls, daily message limits)
3. Market Positioning
Adds accessibility to advanced AI, making it feel like a familiar utility rather than intimidating technology
Builds trust by meeting users where they already are, not where tech companies want them to be
Worth thinking about
What's the current "cost of trying" your product? (time/effort/money)
Which channels are your potential users already spending time in?
What would be your minimum viable entry point?