Information Technology

Beyond Chatbots: Defining Your Enterprise Conversational Platform Strategy

| 1 hour

Maintaining separate, redundant chatbot and other conversational platforms will not be cost-effective in the long run, potentially resulting in suboptimal user experiences. As service and channel expectations evolve, the traditional distinction between voice and text operations will not be sustainable. This does not mean that all chatbot solutions should be converged and shifted to a conversational architecture. Success depends on developing a comprehensive strategy that includes text and voice chatbots, conversational platforms, and interactive voice response (IVR) solutions. This complimentary webinar looks at the critical business and technical issues enterprise leaders should consider when defining their conversational strategy and roadmap, and provides guidance on evaluating options and solutions.

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Discussion Topics:
  • The critical leadership, technical, and intent modeling issues to address when developing a conversational platform strategy
  • How to evolve from a text chatbot and menu-based IVR approach to an intent-based, conversational approach
  • Emerging best practices for these types of projects
Hosted by

Bern Elliot

Distinguished VP Analyst