Gartner Research

Market Insight: How to Collaborate and Compete in the Emerging VPA, VCA, VEA and Chatbot Ecosystems

Published: 07 March 2017

ID: G00319851

Analyst(s): Brian Manusama, Anthony Mullen , Magnus Revang

Summary

Conversational platforms, applications (agents and chatbots) and systems are rapidly emerging to service enterprise, customer and personal needs. Technology strategic planners at TSPs must position themselves accurately to target their white space for innovation.

Table Of Contents

Analysis

  • TSPs Must Both Collaborate and Compete in Conversational Platform Ecosystems
  • Conversational Platforms Support Different Use Cases but Have a Common Underlying Platform
    • There Are Three Primary Types of Conversational Agents
  • As Conversational Agent Market Evolves Quickly, the Vendor Landscape Will Consolidate, Leaving Personal Technology Behemoths Dominant
    • Consolidation of Conversational Platform Vendors Is Likely
    • Personal Technology Vendors Are Positioned to Do Well but Are Not Guaranteed a Role in the Enterprise
    • Innovative Solutions in Open Source Offer an Alternative View to the Megavendors
    • In 2017, Personal Technology Vendors Will Push Capabilities Further and Move to Multimodal

Background and Context

  • Technology for Conversational Experiences Is Maturing Quickly
  • Consumers and Enterprises Are Adopting Conversational Interfaces — Even With Flaws

The Impact

  • Top Personal Technology Vendors Are Positioned to Do Well but Not Without Challenge
    • TSPs Must Collaborate and Compete to Get Close to Personal Technology Users
    • New Opportunities for TSPs Appear as Conversational Platforms Mature

Conclusion

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