Answer the following two-part question in the discussion

Answer the following two-part question in the discussion. What is a conversational platform and as Information Technology Student going into the IT world, what is this going to mean to me? (Be as specific as you can – do not give vague answers such as….”It’s going to change how I do my job” HOW is it going to change how you will do your job…etc)
top_10_strategic_technology__344888.pdf

Unformatted Attachment Preview

Don't use plagiarized sources. Get Your Custom Essay on
Answer the following two-part question in the discussion
Just from $13/Page
Order Essay

This research note is restricted to the personal use of reham@email.sc.edu.
Top 10 Strategic Technology Trends for 2018:
Conversational Platforms
Published: 8 March 2018
ID: G00344888
Analyst(s): Brian Burke, Tom Austin, David W. Cearley, Magnus Revang
Conversational platforms offer a fluid and natural interface, and will change
how people use technology. Visionary enterprise architecture and
technology innovation leaders are using conversational platforms to deliver
strategic customer and employee innovations.
Key Findings
¦
“Conversational first” will be the most important, high-level design imperative through 2023.
¦
Conversational interfaces will become pervasive when complex and compound naturallanguage queries and commands can be handled easily.
¦
The market segments for chatbots, virtual customer assistants (VCAs), virtual personal
assistants (VPAs) and virtual enterprise assistants (VEAs) will increasingly overlap. These rolebased assistants will eventually merge into consolidated platforms that interface with
knowledge bases, connected things, applications and third-party services.
Recommendations
Enterprise architecture (EA) and technology innovation leaders using EA to master emerging and
strategic trends:
¦
Deploy conversational solutions internally now by examining use-case opportunities, including
IT service desk, meeting scheduling and warehouse operations. This will enable you to learn
about the technology and its limitations in a controlled-risk environment.
¦
Trial conversational solutions externally by making limited deployments targeting key
touchpoints in the customer journey to assess the viability of the solutions.
¦
Choose vendors tactically through 2020 by matching available solutions to use-case
opportunities. The technology is advancing too quickly to make strategic vendor choices.
¦
Plan for conversational interfaces to be integrated into commercial software by 2019 by
scrutinizing vendors’ product development plans. Prepare for the arrival of conversational
interfaces in your organization by determining a user-support strategy.
This research note is restricted to the personal use of reham@email.sc.edu.
This research note is restricted to the personal use of reham@email.sc.edu.
Table of Contents
Strategic Planning Assumptions………………………………………………………………………………………………. 2
Analysis……………………………………………………………………………………………………………………………….. 2
Why Conversational Platforms Is a Top 10 Trend…………………………………………………………………… 2
Where Conversational Platforms Fits in the Top 10…………………………………………………………….4
Conversational Platforms Enable Users to Interact With Technology…………………………………………. 5
Conversational Platforms Make Mundane Tasks Easy……………………………………………………………..6
Actions…………………………………………………………………………………………………………………………. 10
Appendix: The Other Top Strategic Technology Trends for 2018…………………………………………….. 10
Gartner Recommended Reading……………………………………………………………………………………………. 11
List of Figures
Figure 1. A Quarter of All Respondents to a Gartner Survey Used a Virtual Personal Assistant in the
Previous Month…………………………………………………………………………………………………………………….. 3
Figure 2. Where Conversational Platforms Fits in the Top 10 List of Strategic Technology Trends…………5
Figure 3. Logical High-Level Conversational Platform Architecture…………………………………………………. 6
Figure 4. Virtual Personal Assistants Can Respond to Simple Queries and Commands…………………….. 7
Figure 5. The Three Classes of Conversational Experience Deliver Differing Degrees of Sophistication…. 9
Strategic Planning Assumptions
By 2022, 30% of customer service experiences will be handled by conversational agents, up from
3% in 2017.
1
By 2018, more than 2 billion people will use conversational artificial intelligence (AI) to interact with
VPAs, VCAs, and other AI-enabled smartphones and connected devices on a regular basis.
2
By 2019, 40% of enterprises will be actively using chatbots to facilitate business processes using
natural-language interactions.
3
Analysis
Why Conversational Platforms Is a Top 10 Trend
Conversational platforms transfer complexity from the user to the technology. Instead of people
needing to be computer literate, computers are becoming people literate. The technology is still in
Page 2 of 13
Gartner, Inc. | G00344888
This research note is restricted to the personal use of reham@email.sc.edu.
This research note is restricted to the personal use of reham@email.sc.edu.
the early stages of development, but it will advance to include context, maintain a dialogue and
handle more complex interactions. People will then rely on these platforms to give them information
and perform tasks on their behalf. In the future, intelligent agents will proactively engage users when
necessary.
Users of conversational platforms are no longer machine operators, needing to learn technology.
Machine learning is shifting the responsibility for learning from the user to the technology. The
technology has to interpret the user’s intent and act on it. This is a fundamental change to how
software is designed and, more importantly, how users interact with technology.
Conversational platforms will affect virtually every organization. Gartner’s 2018 CIO Survey indicates
that 4% of organizations have already invested in and employed conversational interfaces, and 17%
4
are in short-term planning or actively experimenting with the technology. A 2017 Gartner survey
indicates that one quarter of respondents regularly use VPAs (see Figure 1).
5
Figure 1. A Quarter of All Respondents to a Gartner Survey Used a Virtual Personal Assistant in the Previous
Month
Source: Gartner (March 2018)
Page 3 of 13
Gartner, Inc. | G00344888
This research note is restricted to the personal use of reham@email.sc.edu.
This research note is restricted to the personal use of reham@email.sc.edu.
Conversational commerce enables organizations to interface with conversational platforms, and
provides a new channel for offering goods and services. Interactions throughout the customer
journey will increasingly be conversational. Employees will adopt conversational interfaces for many
types of interactions with corporate systems. And people will become more reliant on personal
assistants to proactively provide information and services whenever and wherever they need them.
The current market for conversational platforms consists of VPA, VCA, VEA and chatbot segments.
Between 2021 and 2023, these role-based assistants will converge toward a unified market. In
November 2017, Amazon announced Alexa for Business with additional features for the office
6
environment such as starting a meeting or ordering office supplies. Through 2023, conversational
platforms will remain a battleground for vendors. Major competitors will seek to dominate the
market, control the user interface and relegate others to the status of third-party service providers.
In the future, conversational platforms will gain better context and personalize text or voice
interactions by augmenting them with:
¦
Biometric authentication (voice and facial)
¦
Gesture recognition
¦
Emotion detection
¦
Speaking style
¦
Cultural cues
¦
Historical preferences
Where Conversational Platforms Fits in the Top 10
This trend is part of the digital theme (see Figure 2), along with digital twins, cloud to the edge and
immersive experience. The digital theme focuses on blending the digital and physical worlds to
create a natural and immersive, digitally enhanced experience. As the amount of data that things
produce increases exponentially, compute power shifts to the edge to process stream data and
send summary data to central systems. Digital trends, along with opportunities enabled by AI, are
driving the next generation of digital business and the creation of digital business ecosystems.
Page 4 of 13
Gartner, Inc. | G00344888
This research note is restricted to the personal use of reham@email.sc.edu.
This research note is restricted to the personal use of reham@email.sc.edu.
Figure 2. Where Conversational Platforms Fits in the Top 10 List of Strategic Technology Trends
Source: Gartner (March 2018)
Conversational Platforms Enable Users to Interact With Technology
Conversational platforms enable users to interact with technology using spoken or written natural
language. Examples include Apple’s Siri, Microsoft’s Cortana, Amazon’s Alexa, Google Assistant,
Baidu’s DuerOS and IBM’s Watson Virtual Agent. Conversational platforms share similar technical
foundations. What distinguishes them are their input mechanism (for example, text or voice) and
their underlying capability focus (such as personal assistance, customer engagement or employee
support).
Chatbots tend to have narrowly focused capabilities and are mostly limited to text-based
interactions. Chatbots can be integrated into websites or mobile apps, but are often accessed
through messaging platforms, such as Facebook Messenger, WeChat and Kik.
VPAs, VCAs and VEAs have broader capabilities and use voice-based interactions. These types of
conversational platforms can be accessed through various general-purpose devices (such as
mobile devices, PCs and smartwatches) or specialty devices (such as Amazon Echo and Echo
Show, Google Home, Harman Kardon Invoke and Apple’s HomePod). Their capabilities are
implemented through integration with knowledge bases, connected things or third-party services.
The global breadth of conversational platforms is uneven, with some languages progressing faster
than others. The battleground in the market today is the ability to maintain complex conversations
Page 5 of 13
Gartner, Inc. | G00344888
This research note is restricted to the personal use of reham@email.sc.edu.
This research note is restricted to the personal use of reham@email.sc.edu.
and understand the user’s intent. Over time, conversational platforms will integrate with a growing
ecosystem of third-party services that will exponentially drive the utility of these platforms. In the
future, a primary differentiator between conversational platforms will be the robustness of the API
and event models used to access, enable and orchestrate third-party services to deliver complex
outcomes.
Conversational platforms use many discrete technologies (see “Architecture of Conversational
Platforms”). But the platforms’ core capability is to determine the user’s intent and match that to a
request handler that walks through a decision tree to provide the appropriate response (see Figure
3).
Figure 3. Logical High-Level Conversational Platform Architecture
Source: Gartner (March 2018)
Conversational Platforms Make Mundane Tasks Easy
Conversational platforms use natural language to remove the complexity from the interface so users
don’t have to learn how to use the technology. Instead, users interact in their natural language.
Currently, conversational interactions are limited by the machine’s ability to understand user intent.
Conversational platforms can usually understand and respond to simple queries and commands
such as “What will the weather be like tomorrow?” or “Turn off the lights” or “Add mayonnaise to my
Page 6 of 13
Gartner, Inc. | G00344888
This research note is restricted to the personal use of reham@email.sc.edu.
This research note is restricted to the personal use of reham@email.sc.edu.
grocery list.” Figure 4 shows the most common reasons for which respondents to a 2017 Gartner
5
survey used VPAs.
Figure 4. Virtual Personal Assistants Can Respond to Simple Queries and Commands
Source: Gartner (March 2018)
Conversational platforms make mundane tasks easy. It’s much easier to say, “Start my 2 o’clock
videoconference” than it is to start the videoconferencing application, look up meeting IDs and
passwords, and then get the audio working. But don’t underestimate the value of automating
mundane tasks. We’ve all experienced meeting delays because nobody in the meeting room knows
how the videoconferencing equipment works.
Page 7 of 13
Gartner, Inc. | G00344888
This research note is restricted to the personal use of reham@email.sc.edu.
This research note is restricted to the personal use of reham@email.sc.edu.
Complex bidirectional conversations such as “Order a pizza” are more challenging because the
pizza size, crust and toppings, and the credit card and delivery address must be explicitly designed
into the conversation flow. The challenges of more complex interactions are apparent in Amazon
Alexa Skills reviews for Pizza Hut and Domino’s, where more than 50% of skills reviews gave only
7
one star. This demonstrates the friction that conversational platforms can create.
The challenge that conversational platforms face is that once the initial intent is determined, request
handling is completed through a decision tree, resulting in a scripted dialogue. This can be
frustrating for users. We expect new ways of handling in the future. Indeed, capabilities such as
multiple and compound intents will quickly increase decision trees to unmanageable sizes, making
other handling methods vital. Friction will be reduced as the technology matures to handle multiple
and compound intents.
There are three broad classes of conversational experience (see Figure 5):
¦
Simple question or command: Simple “once and done” interactions that succeed or fail.
¦
Simple conversation: Dialogue to identify intent and collect required parameter data.
¦
Contextual conversation: A dialogue in which the chatbot retains context about the user and
the conversation, and can apply it when appropriate as the conversation continues.
Page 8 of 13
Gartner, Inc. | G00344888
This research note is restricted to the personal use of reham@email.sc.edu.
This research note is restricted to the personal use of reham@email.sc.edu.
Figure 5. The Three Classes of Conversational Experience Deliver Differing Degrees of Sophistication
C = Celsius
Source: Gartner (March 2018)
Page 9 of 13
Gartner, Inc. | G00344888
This research note is restricted to the personal use of reham@email.sc.edu.
This research note is restricted to the personal use of reham@email.sc.edu.
Simple questions and simple conversations are by far the most common type of conversational
experience, and the easiest to deliver using commercially available technology. VPAs, VCAs and
VEAs can deliver simple contextual conversations. However, the frameworks and services available
for natural-language understanding don’t learn directly from user interactions. This layer of
contextual understanding must be explicitly designed into the conversation flow.
Voice-powered conversational platforms provide a hands-free means of interacting with technology.
This is particularly useful for interactions while driving or exercising, or for any job that requires
hands-free interactions (for example, field service, healthcare delivery, warehouse operations and
utility line maintenance). For example, a salesperson can use a VEA in-car after meeting a client to
record the details of the interaction and any follow-ups, saving time and improving accuracy.
VCAs are changing the way companies interact with customers throughout the customer journey.
For example, companies can use a conversational agent to answer questions about invoices or
provide advice on products. If the VCA can’t answer a question, it will transfer the caller to a human
customer service representative.
Current use cases for conversational platforms in organizations include applications using simple
questions and simple conversations focused on employees or customers. Hands-free use cases are
particularly compelling as they can take advantage of voice interaction with technology. Evaluate
opportunities for using conversational platforms to make mundane tasks easier, particularly tasks
that would benefit from hands-free operation.
Contextual conversations will become more viable as the technology develops. But conversational
interfaces will never be the preferred choice for all uses. Some tasks (such as developing a
spreadsheet, designing a part, or writing this research) lend themselves to traditional interfaces.
Actions
EA and technology innovation leaders:
¦
Evaluate opportunities now to exploit conversational platforms as the next paradigm shift in
user interfaces.
¦
Devise a plan for dealing with conversational interfaces entering the enterprise as vendors
integrate conversational capabilities into their software products.
¦
Prepare for the consolidation of the VPA, VCA, VEA and chatbot sectors, and make tactical
deployments rather than strategic vendor selections.
Appendix: The Other Top Strategic Technology Trends for 2018
For information on the other top strategic technology trends for 2018, see:
“Top 10 Strategic Technology Trends for 2018: AI Foundation”
“Top 10 Strategic Technology Trends for 2018: Intelligent Apps and Analytics”
“Top 10 Strategic Technology Trends for 2018: Intelligent Things”
Page 10 of 13
Gartner, Inc. | G00344888
This research note is restricted to the personal use of reham@email.sc.edu.
This research note is restricted to the personal use of reham@email.sc.edu.
“Top 10 Strategic Technology Trends for 2018: Digital Twins”
“Top 10 Strategic Technology Trends for 2018: Cloud to the Edge”
“Top 10 Strategic Technology Trends for 2018: Immersive Experience”
“Top 10 Strategic Technology Trends for 2018: Blockchain”
“Top 10 Strategic Technology Trends for 2018: Event-Driven Model”
“Top 10 Strategic Technology Trends for 2018: Continuous Adaptive Risk and Trust”
Gartner Recommended Reading
Some documents may not be available as part of your current Gartner subscription.
“Architecture of Conversational Platforms”
“Enterprises Must Prepare ‘Now’ for the Disruptive Power of Conversational AI Platforms”
“Redefine Your Application Strategy to Exploit Conversational AI for Digital Business Success”
“Four Use Cases for Chatbots in the Enterprise Now”
“When Will AI Virtual Support Agents Replace Your IT Service Desk?”
Evidence
1 “Market
Insight: How to Collaborate and Compete in the Emerging VPA, VCA, VEA and Chatbot
Ecosystems”
2 “Forecast
3 “Four
Snapshot: VPA-Enabled Wireless Speakers, Worldwide, 2016-2021″
Use Cases for Chatbots in the Enterprise Now”
4 “The
2018 CIO Agenda: Mastering the New Job of the CIO,” Figure 31, n = 3,138. Gartner
conducted the 2018 Gartner CIO Survey online between 20 April and 26 June 2017. It surveyed
Gartner Executive Programs members and other CIOs. Qualified respondents were the most senior
IT leader (CIO) for their overall organization or a part of their organization (for example, a business
unit or region). The total sample was 3,160, with representation from all geographies and industry
sectors (public and private). A team of Gartner analysts developed the survey collaboratively.
Gartner’s Research Data and Analytics team reviewed, tested and administered it.
5 Gartner
conducted the 2017 Gartner Personal Technologies Study online during June and July
2017. The 16,537 respondents ranged in age from 18 to 74 years. We applied quotas and weighting
for age, gender, region and income ($10,000 and above in the U.S., €10,000 and above in Germany,
and £6,000 and above in the U.K.). Results are representative of each country’s on …
Purchase answer to see full
attachment

Order a unique copy of this paper
(550 words)

Approximate price: $22

Basic features
  • Free title page and bibliography
  • Unlimited revisions
  • Plagiarism-free guarantee
  • Money-back guarantee
  • 24/7 support
On-demand options
  • Writer’s samples
  • Part-by-part delivery
  • Overnight delivery
  • Copies of used sources
  • Expert Proofreading
Paper format
  • 275 words per page
  • 12 pt Arial/Times New Roman
  • Double line spacing
  • Any citation style (APA, MLA, Chicago/Turabian, Harvard)

Our guarantees

Delivering a high-quality product at a reasonable price is not enough anymore.
That’s why we have developed 5 beneficial guarantees that will make your experience with our service enjoyable, easy, and safe.

Money-back guarantee

You have to be 100% sure of the quality of your product to give a money-back guarantee. This describes us perfectly. Make sure that this guarantee is totally transparent.

Read more

Zero-plagiarism guarantee

Each paper is composed from scratch, according to your instructions. It is then checked by our plagiarism-detection software. There is no gap where plagiarism could squeeze in.

Read more

Free-revision policy

Thanks to our free revisions, there is no way for you to be unsatisfied. We will work on your paper until you are completely happy with the result.

Read more

Privacy policy

Your email is safe, as we store it according to international data protection rules. Your bank details are secure, as we use only reliable payment systems.

Read more

Fair-cooperation guarantee

By sending us your money, you buy the service we provide. Check out our terms and conditions if you prefer business talks to be laid out in official language.

Read more

Calculate the price of your order

550 words
We'll send you the first draft for approval by September 11, 2018 at 10:52 AM
Total price:
$26
The price is based on these factors:
Academic level
Number of pages
Urgency

Order your essay today and save 15% with the discount code DISCOUNT15