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Research Report

The Chatbot Comeback

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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.

Authored By:

John Ragsdale

Distinguished Vice President, Technology Research, TSIA

Omar Fdawi

Senior Research Associate, Enterprise Technology Research, TSIA

Publish Date: April 21, 2020

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