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Daily Insights January 03 2019
... 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 ...
Blog Post September 30 2022
... models.  The reality is that many chatbot and VCA implementations are doomed even before launch.    Complexity: Over-Promising and Under-Delivering   Chatbots fail because we fail to make the necessary tradeoffs for successful implementation. Perhaps we have a chatbot that is far too limited in its capability ...

Analyst(s):   Andrew Schumacher
Premium Research Nov 2022
... Either from unplanned sprawl or an enterprise chatbot strategy, application technical professionals commonly find themselves responsible for multiple conversational-AI technologies. How can we implement and govern architectures that support multiple chatbots across domains, channels and use cases? Recommended ...

Analyst(s):   Jeffery Skowron
Premium Research Sep 2022
... The chatbot market is growing at a rapid rate, but research shows that a significant number of customer service and support leaders find low to moderate value in existing chatbots. This research gives leaders the information they need to develop chatbots that deliver value and exceed expected ROI. Overview ...

Analyst(s):   Uma Challa   |   Andrew Schumacher   |   Bern Elliot
Research June 06 2022
... capabilities required to support the customer service chatbot workflow About This Customer Service Chatbot Research According to Gartner research, in the next two years, 38% of organizations are planning to implement chatbots — a 40% increase in the adoption of chatbot technology. This research provides customer ...
Webinar On-Demand
... design chatbot to deliver exponential cost savings and improved CX? Join this free webinar as a panel of Gartner experts discuss how CSS leaders can effectively implement and scale chatbots to meet their organizations self-service goals. You’ll also discover how to increase ROI on the chatbot application ...

Analyst(s):   Andrew Schumacher   |   Uma Challa   |   Bern Elliot
Premium Research Apr 2022
... CSS leaders struggle to identify effective chatbot metrics. This resource details chatbot metrics and considerations (such as chatbot type, design and complexity) that are critical in gaining a realistic and actionable view of chatbot performance. Overview Introduction Analysis Gartner Recommended Reading ...

Analyst(s):   Uma Challa
Research Jan 2022
... in above A well-designed chatbot can improve customer experience and drive positive customer emotion at a lower cost than live interactions. This research provides customer service and support leaders with best practices for the critically important design phase of the chatbot life cycle. Overview Introduction ...

Analyst(s):   Uma Challa
Premium Research Apr 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. Overview ...

Analyst(s):   Soyeb Barot   |   Jeffery Skowron
... 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. They are always ...
Premium Research Oct 2019
... Gartner Research HR is turning to technology solutions like chatbots — historically used by customer service groups — to accomplish tactical components of HR work. HR professionals should be aware of opportunities to leverage chatbots as well as the risks. Recommended by the Authors Endnotes ...

Analyst(s):   Human Resources Research Team
Research Mar 2023
... Escalations Analytics, Continuous Improvements Bot Orchestration Life Cycle Management Enterprise Administration Deployment Options Self-Service Chatbots Multilingual Chatbot Initiatives ITSM/HR Virtual Assistants Contact Center Automation Orchestration of Multiple Employee-Facing Bots Inclusion Criteria Gartner ...

Analyst(s):   Bern Elliot   |   Gabriele Rigon
Research Jun 2021
... Organizations use chatbots to enable automated natural language conversations for repeatable interactions. Application technical professionals responsible for chatbot initiatives can use this research to examine chatbot application architectures and their suitability to support enterprise use cases. ...

Analyst(s):   Jeffery Skowron   |   Gary Olliffe   |   Soyeb Barot
Daily Insights February 11 2021
... Two years later, it bit the bullet and committed to its very own app. Next, the company plans on introducing more “conversational commerce” via chatbots and voice-operated shopping, 3D and AR features so consumers can see their bouquets before buying, and Venmo/touchless payment integration—a must ...
Research Nov 2021
... The most important decision to make before pursuing a chatbot project surrounds the target level of dialogue sophistication. Executive leaders need to make sure this decision is based not only on what a tool can potentially achieve, but also on ease of time and effort, and level of competence. More ...

Analyst(s):   Magnus Revang
Premium Research 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
Insight July 31 2019
... Avoid chatbot solutions that perform poorly or overlap. Many vendors are unable to deliver enterprise-grade chatbot solutions. Screen vendors carefully, avoid providers that cater to single use cases and ensure that chatbot guidelines are defined. Reduce the risk of failure by sourcing chatbots from external ...
Premium Research Nov 2019
... Gartner Research Shared services leaders who are looking for new ways to improve the internal customer experience might consider chatbots. Chatbots, while not widely used in shared services today, can offer benefits in terms of cost savings and improved customer understanding. Overview Conclusion Recommended ...

Analyst(s):   Finance Research Team
Research Mar 2023
... Access Research Already a Gartner client? Just stopping by? Enterprise conversational AI platforms automate multiple chatbot use cases within the enterprise, across their life cycle and across multiple business units. Application leaders responsible for conversational AI should use this Magic Quadrant ...

Analyst(s):   Gabriele Rigon   |   Bern Elliot
Research 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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Chatbot

... 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. They are always ... Gartner Glossary

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