IDC PeerScape: Customer Experience Practices for Implementing Conversational AI in Customer Care

IDC PeerScape Figure

• Figure: IDC PeerScape: Conversational AI in Customer Care — Practices to Understand Core Competencies

Executive Summary

Peer Insights

• Practice 1: Evaluate Internal Expertise and Resources to Match Implementation and Maintenance Demand

• Challenge

• Example

• Guidance

• Practice 2: Begin with a Use Case and Plan for Iteration

• Challenge

• Example

• Guidance

• Practice 3: For Human-Centric Design, Ensure People Who Understand User Behavior Be in Charge

• Challenge

• Example

• Guidance