Gartner Research

Evolving From IVRs to Conversational Platforms — Critical Leadership Issues

Published: 22 August 2019

ID: G00390645

Analyst(s): Anthony Mullen , Brian Manusama , Bern Elliot , Drew Kraus


To succeed in evolving from IVRs to intent-based conversational platforms, IT application leaders must understand the underlying business, organizational, and technical issues. This report focuses on critical leadership issues to assist leaders in making optimal choices.

Table Of Contents
  • Key Challenges



  • How Will the Project, Which Straddles Important Existing Operations, Be Directed?
  • Which Customer Journeys Should Be Created or Redesigned?
  • What Are the Business Priorities When Making Migration Decisions?
  • Case Study
    • A Conversational Platform Migration Project

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