IDC PeerScape: Lessons Learned from Implementing Conversational AI
This IDC PeerScape discusses best practices for businesses implementing conversational AI, collected from organizations that are using conversational AI for internal and external self-service use cases. "As conversational AI has entered mainstream use, organizations that are just starting out on their journey can benefit from the experience of those that have been implementing this technology for the past few years," said Hayley Sutherland, research manager, Conversational AI and Intelligent Knowledge Discovery at IDC. "From processes to resources to key technical capabilities, these lessons learned can help other businesses get the most value out of conversational AI."
Please Note: Extended description available upon request.
- IDC PeerScape Figure
- Executive Summary
- Peer Insights
- Practice 1: Start with a Minimum Valuable Application — Then Expand
- Challenge
- Example
- Corning Credit Union
- Guidance
- Practice 2: Commit Resources Early to Leverage the Strengths of Both Humans and AI
- Challenge
- Examples
- Corning Credit Union
- American Specialty Health
- Guidance
- Practice 3: Consider Conversational AI Deployments in the Context of the Overall User Experience
- Challenge
- Example
- Helpline
- Guidance
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- Related Research
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