Trends Report

How To Scale Your Chatbot

Focus On Design And Knowledge Management For Chatbot Success

December 16th, 2019
With contributors:
Ashutosh Sharma , Ian Jacobs , Sukriti Dangi , Bill Nagel


While setting up a chatbot is relatively easy, driving adoption and achieving scale and meaningful outcomes is an uphill climb, and many tech teams struggle to fulfill the promise of chatbot deployment. Scaling a chatbot is less about AI or conversational design than it is about information architecture, knowledge management (KM), and organizational alignment. Firms must radically simplify how they deploy and support bots instead of overengineering them. This report helps application development and delivery (AD&D) pros identify ways to successfully scale their chatbot program.

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