Gartner Research

Innovate to a Better Customer Experience Through the Use of AI Chatbots

Published: 21 June 2019

ID: G00407471

Analyst(s): Alan Antin , Jen Singleton , Suzanne White


Chatbots are the top, most-used AI-enabled application across enterprises today. Product marketers looking to improve customer experience and optimize lead generation must deploy AI chatbots now or risk falling behind in supporting customers.

Table Of Contents


  • Key Insight
  • What You Need to Know
  • Implications
  • What You Need to Do
    • Determine the Key Use Cases for a Chatbot (E.g., Lead Generation, Customer Support)
    • Compare and Contrast Build Versus Buy Options
    • Measure the Business Value of the Chatbot

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