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Gartner: Conversational Artificial Intelligence. We Need To Talk About It.


Gartner released its Top Strategic Predictions for 2018 and beyond on 29th September. I heaved a sigh of relief when I saw that one of the predictions by my esteemed colleagues read, “By 2021, early adopter brands that redesign their websites to support visual and voice search will increase digital commerce revenue by 30%.” It goes on further to predict that “by 2019, half of major commerce companies and retailers with online stores will have redesigned their commerce sites to accommodate voice searches and voice navigation.”Phew.


This ties in perfectly with my research note, How to Exploit Conversational AI to Drive Digital Commerce, which I feared was running too far ahead of the digital commerce clients I was voicing out to since early August . Often, the conversations were met with skepticism from business unit leaders who were far too concerned about day-to-day commerce operations. They felt that it was “too early” for conversational AI, which runs the gamut of VPAs, VCAs, chatbots and voice interfaces. Not anymore.

In defining what an ideal conversational artificial intelligence-driven customer experience for digital commerce should look like (see figure below), there are several points to note in deployment. This was a focus for me as the deployment of voice-driven artificial intelligence (still a more complex deployment than text-based chatbots) were few and far between in digital commerce. If you needed more convincing about conversational artificial intelligence and its role in digital commerce, Snap Travel has taken more than $1 million of hotel bookings though their Messenger chatbot. There are over 100,000 chatbots just on Facebook Messenger alone. In March 2017, Microsoft has announced that it’s seen a 350% yearly increase of monthly active users  to about 0.7 million users on its Cortana digital assistant.  Amazon’s well on track to sell up to 60 million Alexa devices by 2020. Purchases by Amazon Echo owners are also higher in value and more frequent than non-Echo owners on Amazon’s retail platform.

Read the entire article here, Conversational Artificial Intelligence. We Need To Talk About It.

Via the fine folks at Gartner.

Gartner Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. The company delivers the technology-related insight necessary for its clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, Gartner is the valuable partner to clients in approximately 10,000 distinct enterprises worldwide. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, Gartner works with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, USA, and has 8,300 associates, including more than 1,800 research analysts and consultants, and clients in more than 90 countries. For more information, visit www.gartner.com.

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