06

Conversational Platforms

The ability for users to communicate with applications , websites , and devices by using informal , everyday speech is driving “ a paradigm shift in which the burden of translating intent shifts from user to computer ”, Gartner states . While current conversational platforms can perform relatively complex tasks , containing multiple steps and interacting between different applications , the efficacy of user input often relies on formalised responses , which “ is often a frustrating experience ”. Gartner predicts conversational platforms ’ increasing sophistication and robustness will lead to customers managing “ 85 % of their relationship with an enterprise without talking to a human by 2020 ”.

DECEMBER 2018