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In this report, based on hundreds of inquiries and interviews with member companies, including those with both successful and unsuccessful chatbot projects, TSIA has identified several considerations to think through before deciding whether a customer- or employee-facing chatbot is right for your organization.Moreover, TSIA highlights recent advances in chatbot technology, use cases beyond support, potential risks, and final recommendations.Before moving forward with a chatbot project, companies should understand the technology involved, assess their readiness for sophisticated AI, and have the ability to perform warm transfers to live employees.
Distinguished Vice President, Technology Research, TSIA
Senior Research Associate, Enterprise Technology Research, TSIA
Publish Date: April 21, 2020
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.