Gartner Research

Amplify Your Conversational Platform’s Differentiation With Professional Services

Published: 09 October 2019

ID: G00433936

Analyst(s): Anthony Mullen, Brian Manusama, Magnus Revang, Van Baker, Adrian Lee


Conversational platforms are competing, within a crowded and fragmented enterprise market, as the most common use case for AI. Product managers should advance the use of SLAs to detail professional services that enable core AI capabilities to gain a competitive and differentiating advantage.

Table Of Contents
  • Key Finding
  • Recommendation


  • Conversational AI Combines Art, Science and Technology
  • The Art of Customization Through Professional Services
  • The State of Differentiation for Conversational Platforms
  • Conversational Platforms Need Professional Services
  • How Managed Service Providers Differentiate
    • Benchmarking for Managed Services and Ecosystem Providers
    • Amplify Professional Services Through Standard Baseline SLAs

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.