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Chatbot Commerce Benchmark

Use Forrester's POST Methodology To Make Smart Conversational Interface Technology Choices

April 10, 2017


Why Read This Report

Very few Fortune 500 companies are represented in more than 34,000 chatbots that are reportedly live on Facebook Messenger. As of December 31, 2016, only 13 of the 128 Fortune 500 firms we benchmarked offered true chatbots. Another 41 deliver customer service on messaging platforms with humans, and our analysis shows just a fraction actually do a good job. Digital business professionals need to pilot conversational interfaces — and do so in a way that doesn't disappoint customers. Read this report to learn what's working and what's not from early adopters.

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Table of Contents

  • Conversations Are Core To Emerging Digital Experiences
  • Use POST To Make Smart Conversation Technology Choices — Last
  • Recommendations

  • Get Started — Slowly, But Thoughtfully
  • Supplemental Material
  • Related Research Documents

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