Gartner Research

Market Insight: Chatbot and Virtual Assistant Adoption Will Only Progress by Delivering Value and Trust

Published: 13 August 2018

ID: G00364830

Analyst(s): Ranjit Atwal , Anthony Mullen

Summary

Chatbots and virtual assistants are a major paradigm shift in how humans interact with technology able to deliver automation across an increasing number of tasks. However, technology product managers must take a task-based approach to ensure user engagement.

Table Of Contents

Analysis

  • Clarify Automation Opportunities by Examining the Complexity and Value of User Tasks
  • Avoid the Hype and Distrust by Developing Chatbot Trust and Automation Focused on Groups of Tasks
  • Automation Sensitivities for Users Vary by Use Case, Persona and Location
    • Rate of Automation Adoption Varies by Task
  • Align Bot Interfaces to User Interface for Optimized Interactions

Background and Context

The Impact

Conclusion

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