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

Summary

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

Analysis

  • 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

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.