target audience: TECH BUYER Publication date: Dec 2021 - Document type: IDC Perspective - Doc Document number: # US48422721
Conversational AI — Lessons Learned
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Abstract
This IDC Perspective discusses and summarizes lessons learned from IDC's evaluation of conversational AI platform vendors and how their customers are developing and deploying conversational AI solutions to address a wide variety of use cases, ranging from customer service and sales to IT help desk and HR support. This document provides guidance to technology buyers about what capabilities and attributes they should be looking for in a technology vendor relationship.
"Many organizations are starting to use conversational AI solutions across a wide range of use cases today, including customer support, IT help desk, and HR," said Dave Schubmehl, research VP, Conversational AI and Intelligent Knowledge Discovery at IDC. "This document is a primer on helping organizations understand why conversational AI is important and why they should be putting it to use immediately."