Gartner Research

Architecting and Integrating Chatbots and Conversational User Experiences

Published: 15 May 2017

ID: G00326731

Analyst(s): Gary Olliffe


Chatbots are the "apps" of voice and messaging platforms. They define how users and customers converse with your digital business services and data. Technical professionals delivering chatbots must focus on high-value use cases and use an API-centric architecture to compose and integrate chatbots.

Table Of Contents


  • Use a Consistent Architecture for Chatbots and Conversational Experiences
  • Don't Confuse Virtual Personal Assistants and Chatbots
  • Understand the Impact of AI and Machine Learning on Chatbots
  • What Are the Components of a Chatbot?
    • The User Channel
    • The Chatbot
    • Use APIs to Compose Your Conversational Interface
    • Use Chatbot Tools and Platforms to Accelerate Delivery
  • Strengths
  • Weaknesses


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