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Oct 2019
... and support leaders responsible for setting self-service strategy should use this resource to learn about the four virtual customer assistant (or chatbot) use cases, and how to choose and implement an appropriate strategy. Overview Conclusion Recommended by the Authors About This Research ...

Analyst(s):   Customer Service and Support Research Team

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Jul 2019
... deploying and maintaining successful chatbots is fraught with problems. Application leaders should use governance and best practices for chatbot development to guide both long-term deployments and short-term investments. 主要挑战 建议 Governance and Best Practices for Chatbot Development Key Challenges Recommendations ...

Analyst(s):   Ben Lee   |   Van Baker

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Apr 2019
... deploying and maintaining successful chatbots is fraught with problems. Application leaders should use governance and best practices for chatbot development to guide both long-term deployments and short-term investments. Key Challenges Introduction Analysis Avoid Chatbot Solutions That Perform Poorly or ...

Analyst(s):   Van Baker
... Gartner Glossary A chatbot is a domain-specific conversational interface that uses an app, messaging platform, social network or chat solution for its conversations. Chatbots vary in sophistication, from simple, decision-tree-based marketing stunts, to implementations built on feature-rich platforms ...

Webinar
On-Demand
... Can chatbots create a more personal experience for your customers? This complimentary webinar looks at how chatbots can improve the customer experience and, more importantly, help you determine if chatbots are the right move for your organization.

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Analyst(s):   Brian Manusama
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Jul 31, 2019
... investing in chatbot development and deployment. In the 2019 Gartner CIO Survey, CIOs identified chatbots as the ...
Jul 6, 2017
... the near future, chances are you’ll be using a chatbot to access the services you need, as part of the ...
Feb 27, 2020
... Chatbots, virtual assistants and robots drive seamless and effortless experience, and their usage is ...

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Jun 2019
... changing how we relate to machines, and application leaders need to understand this paradigm to stay ahead. Here, we look at conversational platforms, chatbot frameworks and virtual assistants through the lens of a common conversational architecture. 主要发现 建议 Architecture of Conversational Platforms Key Findings ...

Analyst(s):   Roger Sheng   |   Magnus Revang

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May 2019
... Analysis Use a Consistent Architecture for Chatbots and Conversational Experience Implementations What Are the Components of a Chatbot? The User Channel The Chatbot Use APIs to Compose Your Conversational Interface Use Chatbot Tools and Conversational Platforms to Accelerate Delivery Strengths Weaknesses ...

Analyst(s):   Soyeb Barot   |   Gary Olliffe   |   Jeffery Skowron

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May 2019
... with more bots than ever and expect interactions with bot technology inside and outside the workplace. Learn how Accenture developed and launched a chatbot to address employee concerns about the company’s code of conduct and keep up with employees’ evolving digital expectations. ...

Analyst(s):   HR Practitioner Research Team
... Daily Insights Walmart is bumping up its digital offering with a revamped online baby registry and a brand new chatbot called “Hoo the Owl”. As the infant care market grows more and more competitive, here’s why the move might have more to do with the brand than the baby. As part of the revamp, the ...

Webinar
On-Demand
... Customer expectations of chatbots have increased. A well-designed and integrated chatbot can improve the customer experience and customer engagement while meeting these rising expectations. In this complimentary webinar, we explore interaction design planning, leveraging natural language processing, ...

Analyst(s):   Jeffery Skowron

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Jan 2019
... Prioritize Your Chatbot Use Cases Support Customers With Customer Service Use Cases Customer Service Chatbot: Customer FAQ Customer Service Chatbot: Customer Account Self-Service Enablement Customer Service Chatbot: Order Management Self-Service Enablement Extend Customer Engagement With Chatbots Customer Engagement ...

Analyst(s):   Jeffery Skowron

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Oct 2018
... Research Customer demand for instantaneous interactions has propelled chatbots into digital business. Now, expectations of chatbot capabilities are growing. Technical professionals responsible for CX and CRM apps can use chatbots with design, integration and operational intelligence to meet expectations ...

Analyst(s):   Jeffery Skowron

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Aug 2018
... Gartner Research Chatbots and virtual assistants are a major paradigm shift in how humans interact with technology able to deliver automation across an increasing number of tasks. However, technology product managers must take a task-based approach to ensure user engagement. Analysis Clarify Automation ...

Analyst(s):   Ranjit Atwal   |   Anthony Mullen

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Sep 2018
... changing how we relate to machines, and application leaders need to understand this paradigm to stay ahead. Here, we look at conversational platforms, chatbot frameworks and virtual assistants through the lens of a common conversational architecture. Analysis Architecture Capabilities User Interface Processing ...

Analyst(s):   Brian Manusama   |   Anthony Mullen   |   Magnus Revang   |   Van Baker

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Aug 2017
... Cases for a Chatbot by Using Gartner's Digital Banking Customer Advisory Framework Recommendations Identify Three Types of Chatbot Conversations Recommendations Create Digital Advice by Connecting the Chatbot to Customer Financial Data and Bank Transactions Recommendations Support Chatbot Functionality ...

Analyst(s):   Stessa Cohen
... Facebook rolled out its chatbot functionality for Messenger in 2016, early adopters flocked to adopt the shiny new technology, only to disappoint their customers with the the chatbots’ limited capabilities. As a result, response times lagged, user utility fell off, and chatbot adoption held flat as brands ...

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Apr 2017
... Gartner Research Chatbot and conversational AI platforms are opening new government service delivery channels. Government CIOs need to quickly determine the role of these channels, adjust their digital service delivery strategies and extend their digital government platform to exploit these new opportunities ...

Analyst(s):   Dean Lacheca

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Mar 2017
... Gartner Research Conversational platforms, applications (agents and chatbots) and systems are rapidly emerging to service enterprise, customer and personal needs. Technology strategic planners at TSPs must position themselves accurately to target their white space for innovation. Objective Report Highlight ...

Analyst(s):   Magnus Revang   |   Anthony Mullen   |   Brian Manusama

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Mar 2017
... Gartner Research Conversational platforms, applications (agents and chatbots) and systems are rapidly emerging to service enterprise, customer and personal needs. Technology strategic planners at TSPs must position themselves accurately to target their white space for innovation. Analysis TSPs Must ...

Analyst(s):   Brian Manusama   |   Anthony Mullen   |   Magnus Revang

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Nov 2019
... functions often get buried under a high volume of applications, making it hard to narrow down applicants and provide a good candidate experience. Chatbots can reduce routine tasks, but only if recruiting leaders implement them appropriately. Recommended by the Authors Endnotes ...

Analyst(s):   Recruiting Research Team