Evolving IVRs to Conversational Platforms – Critical Organizational Issues

According to Gartner,

"By 2025, 30% of major enterprises will have selected a single, enterprisewide, conversational platform that is leveraged as a front end by business applications, both for customer service and to improve employee effectiveness."

Evolving IVRs to Conversational Platforms

• “Business leaders are uncertain how to define and prioritize a self-service strategy for digital, web and voice channels."

• “Cultural and organizational differences and conflicting interests between groups responsible for various self-service channels make technology and service prioritization challenging"

• “There are multiple technology options for converging IVRs and conversational solutions. There may also be significant existing investments in both technologies, and often there is no single right answer, but rather trade-offs that include both strengths and weaknesses."

Application Leaders responsible for defining their conversational platform strategy should read Gartner’s latest research: Evolving IVRs to Conversational Platforms – Critical Organizational Issues.

Organizational Focus in Conversational User Experience Platforms

Source: Evolving IVRs to Conversational Platforms – Critical Oganizational Issues

Evolving IVRs to Conversational Platforms – Critical Oganizational Issues

To succeed in evolving from IVRs to intent-based conversational platforms, IT application leaders must understand the underlying business, organizational, and technical issues

© 2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner, Evolving IVRs to Conversational Platforms — Critical Leadership Issues, 22 August 2019, Bern Elliot, Simon Harrison, Anthony Mullen.

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