Published: 14 April 2022
Choosing the proper chatbot solution requires domain, technical and operational investigation and evaluation. This research provides application technical professionals a structured approach for selecting enterprise conversational AI solutions for chatbots and virtual assistant initiatives.
Conversational artificial intelligence (AI) solutions for chatbots and virtual assistants (VA) initiatives range from technical build-your-own, through low-code- platform-based to fully managed SaaS targeted services. Industry domain coverage, accelerator library and complementary capabilities such as speech-to-text, predictive analytics and chatbot orchestration are examples of further differentiating capabilities.
A centralized platform-based approach provides consistency in chatbot implementation, operations and conversational management. However, platforms require greater integration governance and orchestration when used across chatbot domains and back-end services.
A targeted services approach focuses on coupling chatbots with domain- or use-case-specific capabilities. Targeted services offer conversational capabilities tightly integrated with related business functionality;
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