Gartner Research

Market Insight: Getting Started With Conversational Platforms

Published: 23 February 2017

ID: G00320478

Analyst(s): Jessica Ekholm , Anthony Mullen , Magnus Revang

Summary

TSPs are rapidly adopting and developing conversational technologies to enhance customer experiences. Technology product management leaders must first enhance their existing products and services via "test and learn" with third parties to find their unique IP in the conversational ecosystem.

Table Of Contents

Analysis

  • TSPs Must Both Use and Develop for the Conversational Platform Ecosystem
    • Conversational Behavior and Technology Have Matured Sufficiently for TSP Consideration
    • Product Managers Cannot Ignore the Conversational Trend
    • Some Platform Consolidation Is Likely Within the Next Two Years
    • Product Managers Must "Test and Learn" to Find Their Path to Unique Intellectual Property (IP)

Background and Context

The Impact

Conclusion

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