Gartner Research

Evolving IVRs to Conversational Platforms — Critical Technology Issues

Published: 22 August 2019

ID: G00441758

Analyst(s): Steve Blood , Drew Kraus , Anthony Mullen , Bern Elliot


To succeed in evolving from IVRs to intent-based conversational platforms, IT application leaders must understand the underlying business, organizational and technical issues. We address technical and architecture issues in order to assist application leaders in identifying their optimal approach.

Table Of Contents
  • Key Challenges



  • Choose Which Solutions Meet Your Business Objectives
  • Decide Between Best-of-Breed or Combined Multichannel Solution
  • Determine the Architecture That Meets Near- and Short-Term Needs
  • List Potential Voice Latency Issues

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