Gartner IT Research

Conversational UI Adoption Growth Insights for Software Product Managers

Published: 09 August 2019

ID: G00441543

Analyst(s): Annette Jump , Anthony Bradley

Summary

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

Analysis

  • 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

Gartner Recommended Reading

©2019 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?

Log In

Become a client

Learn More