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.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).