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Chatbots, Artificial Intelligence, and Software Development: An Overview of Three Case Studies

Chatbots, Artificial Intelligence, and Software Development: An Overview of Three Case Studies

This IDC Market 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
New Market Developments and Dynamics
In This Study
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 Supplier
Importance of Python and Java
Dominance of Amazon Lex, IBM Watson, Bebop, Dialogflow, and the Microsoft Bot Framework
Ubiquity of Facebook and WeChat as Deployment Platforms
ROI Measured in Enhancements to FTEs
Respect for Local and Regional Variations in Language, Dialect, and Knowledge
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