Trends Report

Chatbots 101: Building Conversational Interfaces

Take A Progressive Approach To Building Chatbots That Aligns With Your App+ Mobile Strategy

December 12th, 2016
MF
Michael Facemire
AH
Andrew Hogan
With contributors:
Martin Gill , Ian Jacobs , Laura Naparstek , Nicole Dvorak , William Willsea , Jaclyn Galan , Andrew Reese

Summary

As smartphone communication shifts from voice to text and images, consumers are adopting messaging services at an unprecedented pace. In parallel, they're looking to use conversations for customer service and shopping, extending beyond socializing. Enter chatbots, programs with the potential to offer natural ways for consumers to access services. This report explains why chatbots are not ready to meet customer expectations — and also why AD&D pros must still begin building the capabilities to serve customers in conversational interfaces and eventually chatbots.

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