Gartner Research

Use Master Chatbots to Improve Conversational Experiences

Published: 17 May 2018

ID: G00344194

Analyst(s): Van Baker


Chatbots that address a small set of questions focused on a specific task perform better than chatbots that try to answer a large number of wide-ranging questions. Application leaders must implement a portfolio of specialist chatbots to deliver a positive customer or employee experience.

Table Of Contents
  • Key Challenges



  • Ensure That Chatbots Are Trained to Perform Well in the Domain-Specific Instances That Every Business Requires
  • Deliver Specialist Chatbots That Perform Specific Tasks in Conjunction With a Master Chatbot That Evaluates Initial User Utterances
  • Ensure That Master and Specialist Chatbots Deliver Seamless User Experiences Regardless of Step Sequence

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