Gartner Research

Market Trends: Three Conversational AI Trends That Will Distinguish Next-Generation Digital Commerce

Published: 27 November 2017

ID: G00340696

Analyst(s): Adrian Lee


Voice-enabled conversational AI can reduce friction in the B2C digital commerce purchase process and improve overall customer experience. Technology strategic planners of digital commerce vendors need to consider these market trends in anticipation of a next-generation multimodal commerce future.

Table Of Contents


Market Trend

  • The Importance of Conversational AI in Digital Commerce Is Growing
  • Getting Semantic With Industry Verticals
    • In Digital Commerce, It Certainly Pays to Get Semantic
    • Consumers Are Making Themselves Heard Through the Growing Use of Conversational AI as an Integral Part of the Digital Commerce CX
  • U.S. Versus China: Where CAI Cultures Collide

Contrarian View

  • CAI in Digital Commerce Falls Short of Expectations

Vendors to Watch

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