Best Practice Report
Consumers Want Convenience, Not Conversations
Conversational Interfaces Struggle To Deliver Contextual Convenience
August 21st, 2019
Julie Ask
Vice President, Principal Analyst
Ian Jacobs
VP, Research Director
With contributors:
Summary
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