Gartner Research

Innovation Insight for Conversational Commerce

Published: 30 June 2017

ID: G00319111

Analyst(s): Mike Lowndes


Conversational commerce is emerging and will be a major paradigm shift for the customer experience. Application leaders responsible for digital commerce technologies can use this research to understand the progress made so far, steps to take today, barriers to progress and how to overcome them.

Table Of Contents


  • Definition
  • Description
    • Where Is Conversational Commerce Emerging?
  • Benefits and Uses
    • We Are Approaching a Technology Tipping Point
    • Artificial Intelligence and Machine Learning Will Provide the Next Step
    • Adoption Rate
  • Risks
    • Conversational Commerce for Product Discovery Remains Poor
    • How Can Conversational Commerce Improve?
  • Recommendations
  • Representative Providers

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