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The Chatbot Development Landscape and Key Development Considerations

The Chatbot Development Landscape and Key Development Considerations

This IDC Perspective examines practices in software development for chatbots used for the customer service, HR, and compliance use cases."While developers enjoy an embarrassment of riches with respect to developer tools used for chatbot development, they tend to gravitate a core cluster of chatbot development frameworks such as Amazon Lex, IBM Watson, Google's Dialogflow, and the Microsoft Bot Framework," said Arnal Dayaratna, research director, Software Development at IDC. "With respect to languages, developers evinced strong affinities for Python and Java. Separate from considerations about development languages and frameworks, organizations that pursued chatbot development concurred on the importance of customizing chatbots to reflect the specificity of their audiences and setting realistic expectations about return on investment."


Executive Snapshot
Situation Overview
Methodology
Chatbots and Artificial Intelligence
Chatbot Development Considerations
Summary of Use Cases
Comparison of Chatbot Use Cases and Development Frameworks at a Glance
Customer 1: Real Estate Investment Firm
Technology Summary
Business Scenario
ROI
Development Frameworks and Methodologies
Key Challenges
Customer 2: Global Consumer Products Company
Technology Summary
Business Scenario
ROI
Development Frameworks and Methodologies
Key Challenges
Customer 3: Global Commercial and Investment Bank
Technology Summary
Business Scenario
ROI
Development Frameworks and Methodologies
Key Challenges
Advice for the Technology Buyer
Become Familiar with Dominant Chatbot Development Frameworks
Understand Vendor Lock-In Constraints Associated with Your Development Pathway
Consider the Importance of Social Media Platforms for Chatbot Deployment
Develop a Methodology for Measuring Success and ROI
Decide on the Degree to Which Your Chatbot Will Be Customized for Local and Regional Variations in Language, Dialect, and Knowledge
Embrace Polyglot Chatbot Development While Recognizing the Importance of Python and Java
Develop a Training Protocol That Accelerates the Readiness of Your Chatbot for Production-Grade Deployments
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Related Research
Synopsis

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