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Conversational Services and Chatbots Trend Report, 2017

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Purpose: The slides provide an overview on the Conversational Services and Chatbots trend
Content: Summary information about the Conversational Services and Chatbots marketplace, including trends drivers, spending trends, industry business cases, and adoption challenges. Also included are links to additional resources.
How To Use This Report: This report is best read/studied and used as a learning document. You may want to view the slides in slideshow mode so you can easily follow the links
Available on Slideshare: This presentation (and other Trend Reports for 2017) will be available publically on Slideshare at http://www.slideshare.net/horizonwatching
Please Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution.

Published in: Technology
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Conversational Services and Chatbots Trend Report, 2017

  1. 1. Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution. Welcome to the new era of conversational services Honor Sherlock, Senior Advisor, IBM Watson, Market Development & Insights Bill Chamberlin, Product Manger, HorizonWatch, Market Development & Insights February 17, 2017 Conversational Services and Chatbots Trend Report, 2017
  2. 2. Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution. About This Trend Report 15Feb2017  Purpose: The slides provide an overview on the Conversational Services and Chatbots trend  Content: Summary information about the Conversational Services and Chatbots marketplace, including trends drivers, spending trends, industry business cases, and adoption challenges. Also included are links to additional resources.  How To Use This Report: This report is best read/studied and used as a learning document. You may want to view the slides in slideshow mode so you can easily follow the links  Available on Slideshare: This presentation (and other Trend Reports for 2017) will be available publically on Slideshare at http://www.slideshare.net/horizonwatching  Please Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution. 2 Conversational Services and Chatbots Trend Report, 2017 (External Version)
  3. 3. Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution. Conversational services and chatbots will transform how individuals interact and engage with brands  Definition: Using artificial intelligence (AI), Conversational Services are designed to interact with users primarily through conversational voice or text. Associated industry terms include, but are not limited to: chatbots, virtual agents, conversational ui/ux, and conversations as a platform.  Implications: – Brands that do not master conversational services will have a hard time competing in this environment. – Conversational services will replace the need for many stand-alone smartphone apps. – There is no turning back. People expect to communicate in a more conversational way - anytime, anywhere. This will impact both the consumer and enterprise markets. – Intelligent agents will continue to gain traction and some subset of the population will use it for everything. – Brands that do not master conversational services will have a hard time competing in this environment. – Conversational services will replace the need for many stand-alone smartphone apps. – Monetization will get figured out. Chatbots could be lucrative for messaging apps and developers, similar to how app stores have developed into money-making ecosystems. 3 Key Insights CIO.com: How natural language processing empowers consumers “Enterprise architecture and technology innovation leaders must prepare for conversational AI platforms, applications, chatbots and other virtual agents (which serve as the visible or audible face of conversational AI), and the significant new business opportunities and issues they will usher in..” Gartner Conversational AI to Shake Up Your Technical and Business Worlds “Intelligent assistants powered by voice interfaces have the potential to dramatically increase the use of consumer IoT applications by improving their accessibility and implementation.” IDC 15Feb2017 Conversational Services and Chatbots Trend Report, 2017 (External Version)
  4. 4. Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution. Trends to watch in 2017… and beyond 4 • Hype continues: Conversational services and chatbots are being heavily discussed in all media channels. Expect the hype to continue throughout 2017 as vendors add offerings, the media publishes articles and social media buzzes. • Venture capital deals. Chatbot startups are in early stages of growth, trending upwards in their type of backings and amount of investments received. Startups providing conversational services to enterprises are receiving greater investment than those providing Consumer services. • Developer platforms and tools. Developers are crying out for easier to use platforms and tools that make it easier for them to integrate conversational services with other development platforms, including IoT, mobile, and cloud. • Early use cases. Top early use cases include customer service and support, customer advice and recommendation, and conversational commerce. Leading verticals include computer & professional services, retail and manufacturing. • Benefits sought. Improving user experience and increasing productivity are the leading business benefits sought. • Deployment channels for chatbots. Facebook Messenger and Slack are the most popular messaging platforms; Facebook Messenger is a leader among consumer bots and Slack leads for business bots Key Trends Overview 4 “Consumers will increasingly use digital personal assistants to interact with consumer services in the connected home.” Gartner Forrester: The State Of Chatbots VentureBeat: The state of bots: 11 examples of conversational commerce in 2016 15Feb2017 Conversational Services and Chatbots Trend Report, 2017 (External Version)
  5. 5. Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution. While there is great promise, there is no shortage of barriers to adoption  Discoverability: There’s no simple way to find and begin using chatbots  Developers. As to be expected, there is a skills gap. Natural language processing is not a core competency in IT departments. Developer tools and platforms are still nascent.  Enterprises. Enterprises need to be careful of chatbots causing brand-damaging blunders. Robust connectivity that integrates conversational capability into existing infrastructure is required. Support for multiple languages will be required. Metrics to measure bot effectiveness need to be developed/standardized. There will need to be a strong focus on user security and privacy  Consumers. Privacy breaches and security are big concerns. Most conversational services and chatbots disappoint today as they are not necessarily intuitive... nor are they conversational. Adoption Challenges 5 VentureBeat: Facebook’s chatbot revolution slowed by problems with search and discovery “The established model of creating a digital or virtual agent requires experienced developers with a highly specific skill set to create complex systems that rely on custom – and often cumbersome – rules.” IBM: IBM Watson's new conversational capabilities bring brands and consumers closer “User experiences with such applications remain disappointing. Although it is easy to get a system to produce words, none of the current agents or bots display general conversational competence.” IBM Research Conversational UX Design CHI 2017 Workshop 15Feb2017 Conversational Services and Chatbots Trend Report, 2017 (External Version)
  6. 6. Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution. Links to information and resources on IBM websites 6 Important Links  IBM: Watson Virtual Agent  IBM: A developer's guide to chatbots  IBM: How you build a chatbot matters. Here’s why.  IBM: Chat bots 101: A primer for app developers  IBM: 7 things marketing pros need to know about chatbots  IBM: CMO’s guide to chatbots  IBM: 10 Steps to Train a Chatbot and its Machine Learning Models to Maximize Performance  IBM: Voice search and chatbots are transforming commerce  IBM: The conversational chatbox design challenge  IBM: Recent Advances in Conversational Speech Recognition  IBM: Creating applications with the Conversational Agent Starter  IBM: IBM Watson’s New Conversational Capabilities Bring Brands and Consumers Closer IBM Video Introducing Watson Virtual Agent IBM: Chat bots 101: A primer for app developers 15Feb2017 Conversational Services and Chatbots Trend Report, 2017 (External Version)
  7. 7. Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution. Selected public-facing analyst websites and resources 7 Important Links  Forrester: Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search)  Frost & Sullivan: Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search)  IDC: Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search)  Gartner: Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search)  MarketsandMarkets: Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search) IDC: CES 2017: Intelligent Assistants and AI Everywhere Forrester: The State Of Chatbots 15Feb2017 Conversational Services and Chatbots Trend Report, 2017 (External Version)
  8. 8. Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution. Selected media websites and resources 8 Important Links  CIO.com Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search)  ComputerWorld Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search)  eWeek Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search)  Forbes Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search)  InformationWeek Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search)  InfoWorld Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search)  Wired Virtual Assistant (search) / Intelligent Assistant (search) / Chatbots (search) InformationWeek: The Rise Of The Bots: 11 Ways Your Business Can Prepare Wired: The Alexa is Conquering the World. Now Amazon’s Real Challenge Begins “In 2017: Companies will continue to explore the power of intelligent agents to add conversational interfaces to static self-service content. They will anticipate needs by context, preferences, and prior queries and will deliver proactive alerts, relevant offers, or content..” Forbes Top Trends For Customer Service In 2017: Operations Become Smarter And More Strategic 15Feb2017 Conversational Services and Chatbots Trend Report, 2017 (External Version)
  9. 9. Note: This report is based on internal IBM analysis and is not meant to be a statement of direction by IBM nor is IBM committing to any particular technology or solution. More Insights on Technology Trends are Available 9 Other slide decks in this 2017 Trend Report series have been posted to Slideshare You are also invited to check out the following IBM websites and resources – IBM Academy of Technology – IBM Institute for Business Value – IBM Research and Research News and 5 in 5 – IBM’s THINK blog – IBM Think Academy on YouTube 15Feb2017 Conversational Services and Chatbots Trend Report, 2017 (External Version)

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