Gartner Research

Innovation Insight for Conversational Platforms in Digital Commerce

Published: 16 January 2020

ID: G00451313

Analyst(s): Mike Lowndes


Conversational commerce is emerging as a major new model for customer experience. Application leaders need to understand the progress being made by conversational platforms, the barriers to their adoption, and the steps needed to overcome those barriers.

Table Of Contents


  • Definition
  • Description
    • Where Is Conversational Commerce Emerging?
  • Benefits and Uses
    • Adoption Rate
  • Risks
    • Three Challenges for Conversational Commerce Success
    • Will Conversations With Machines Replace the Traditional Digital Commerce Journey?
  • Recommendations
  • Representative Providers

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