Report

The State Of Chatbots

Pilot Chatbots As Part Of Your App+ Mobile Strategy

October 20th, 2016
With contributors:
Martin Gill, Ian Jacobs, Laura Naparstek, William Willsea, Jaclyn Galan, Peter Harrison

Summary

As smartphone communication shifts from voice to text and images, consumers are adopting messaging at an unprecedented pace. In parallel, they look to extend conversations beyond socializing with friends to customer service and shopping. Enter chatbots: programs with the potential to offer more natural ways for consumers to access services. This report explains why chatbots are not ready to meet customer expectations, but digital business professionals must still begin building the capabilities to serve consumers in conversational mobile moments.

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