Gartner Research

Using Conversational AI Middleware to Build Chatbots and Virtual Assistants

Published: 31 October 2019

ID: G00432859

Analyst(s): Magnus Revang


Conversational AI middleware is software that extends conversational platforms’ functionality and adds or even replaces features. Application leaders for synergies and consolidation in an otherwise tactical market, need to understand when and if to build or buy this middleware.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Conversational AI Middleware Is Attempting to Use Commoditized Capabilities Where Possible and Building Additional Capabilities on Top
  • Enterprises Increasingly Look at Using Chatbots and Virtual Assistants in a Variety of Use Cases
  • Enterprises Look to Protect Their Investments Made in Training Intents and Designing Dialogue

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