Vision Report

The Future Of Chatbots

UX, Use Cases, And Design Will Evolve Over The Next Five Years

April 2nd, 2021
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
Will McKeon-White, Senior Analyst
Will McKeon-White Senior Analyst
With contributors:
Daniel Hong , Hailey Colin , Peter Harrison

Summary

Chatbots are seemingly everywhere today, and despite the many poor user experiences, they’ll continue to proliferate as companies double down on digital. However, there is good news: Over the next five years, we’ll see advances in the overall user experience, the use cases they apply to, and even how they’re designed. Despite their rocky first impressions, the future of the chatbot market is bright. This report describes how chatbots will continue to be refined and help organizations to better meet the needs of their customers, especially when those customers would prefer to interact with a machine rather than a human.

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