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For eBusiness & Channel Strategy Professionals

Consumers Want Convenience, Not Conversations

Conversational Interfaces Struggle To Deliver Contextual Convenience

July 2, 2018

Why Read This Report

Consumers want convenience and choice — not conversational interfaces. However, fear of being left behind still impels digital business leaders to build them. And even more than half of those that haven't already deployed conversational interfaces are piloting conversations with humans and bots or planning to do so. Digital business leaders should only build conversational interfaces where they offer more convenience than existing means of interacting with customers.

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Table of Contents

  • Consumers Want Choice And Convenience — Not Chatbots
  • Recommendations

  • Pilot Conversations With A Focus On Learning
  • Supplemental Material
  • Related Research Documents

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