Gartner Report: Evolving IVRs to Conversational Platforms - Critical Technology Issues
Get the full complimentary Report
scroll down
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 – Critical Technology Issues
The Report says that “To succeed in evolving from IVRs to intent-based conversational platforms, IT application leaders must understand the underlying business, organizational and technical issues." As per our understanding, in this report main technical and architecture issues are addressed in order to assist application leaders to identify the optimal approach according to their needs.
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 the groups.
● Multiple technology options for converging interactive voice response systems (IVRs) and conversational solutions.
● Multiple points in a conversational voice interaction where latency is introduced, which can add up to an unacceptable delay and result in poor user experience.
As illustrated in Figure 1, IVRs and CPs differ in significant and fundamental ways.
Evolving IVRs to Conversational Platforms – Critical Technology Issues
Evolving IVRs to Conversational Platforms – Critical Technology Issues
Focusing primarily on the technical issues, there are three primary deployment options for evolving from a hierarchical IVR architecture to a conversational intent-based approach and multiple variations of the three options mentioned in the report.
Read the full report, and we believe it might help you select the optimal approach to evolve from traditional IVRs to a true conversational platform.
– Gartner, Evolving IVRs to Conversational Platforms — Critical Technology Issues, Bern Elliot, Drew Kraus, Brian Manusama, Anthony Mullen, 22 August 2019
– This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Omilia
