Gartner IT Research

Conversational UI Adoption Growth Insights for Software Product Managers

Published: 09 August 2019

ID: G00441543

Analyst(s): Annette Jump , Anthony Bradley


Conversational UI adoption is expanding, especially in IT services, finance and manufacturing, while other verticals still seek justifiable use cases. Software product managers must look beyond basic chatbot use and cater to the compelling use cases that push prospects past their buying objections.

Table Of Contents


  • Basic Technology Description
    • Example Technologies
  • Overall Summary of Data and Findings
  • Industry Adoption Trends
    • Primary Findings: CUIs Are Widely Adopted in IT Services and Expanding in Finance and Manufacturing
    • Near-Term Impact: Adopt More Advanced NLP Frameworks
  • Company Size Adoption Trends
    • Primary Findings: Small Companies Are Leading CUI Adoption
    • Near-Term Impact: Add Voice to the CUI Product Roadmap
  • Adoption Trends by Respondent Role
    • Primary Findings: Over 70% of Interest in CUI Is Coming From Business and Senior Executives
    • Near-Term Impact: Perhaps Influenced by IT, Business Leaders Are the Target Personas
  • Geography Adoption Trends
    • Primary Findings: North America Leads, but Other Regions Are Catching Up
    • Near-Term Impact: Prioritize Language Support Investments

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