Gartner Research

Governance and Best Practices for Chatbot Development

Published: 08 April 2019

ID: G00385301

Analyst(s): Van Baker

Summary

Whether it is too many vendors — or poorly defined narrow solutions — building, deploying and maintaining successful chatbots is fraught with problems. Application leaders should use governance and best practices for chatbot development to guide both long-term deployments and short-term investments.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Avoid Chatbot Solutions That Perform Poorly or Overlap
  • Reduce the Risk of Failure by Sourcing Chatbots From External Providers
  • Secure Funding and Monitoring Resources for Ongoing Model Maintenance
  • Prepare for the Day When Users Expect Voice-Enabled Chatbots
  • Incorporate Tone, Emotion, Personality and Other Soft Features

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