Trends Report

Chatbot Commerce Benchmark

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

April 10th, 2017
Julie Ask, null
Julie Ask
Andrew Hogan, null
Andrew Hogan
With contributors:
Martin Gill , David Truog , Brandon Purcell , William Willsea , Jaclyn Galan , Andrew Reese


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.