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Consumers Want Convenience, Not Conversations

Conversational Interfaces Struggle To Deliver Contextual Convenience

August 21, 2019


Why Read This Report

Consumers want convenience and choice — not conversational interfaces. However, a fear of being left behind still impels digital business leaders to build them. And nearly three-fourths of those who aren't regularly using conversational interfaces are piloting with at least one. Aspirations to reduce operational costs alone should not drive chatbot build decisions. Digital business leaders should build conversational interfaces where they offer more convenience than existing means of interacting with customers. This is an update of a previously published report.

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Table of Contents

  • At A Glance
  • Consumers Want Choice And Convenience — Not Chatbots
  • Recommendations

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

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