Trends Report

Chatbots And Process Automation: Better Together

January 24th, 2023
With contributors:
Ashutosh Sharma , Vasupradha Srinivasan , Arjun Kalra , Bill Nagel


With the development of large language models such as GPT-3 and other forms of conversational AI, computers have taken great strides forward in understanding and conversing with people in human-like ways. However, most consumer-facing chatbots still fall far short of consumer expectations. The problem lies not in the technology, but in the marriage between technology and processes. Chatbot builders operate in silos, focusing too much on interaction design without considering how to best stitch downstream processes together with interactions to help customers get things done using chatbots.

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