On the one hand, skeptics were wrong about the longevity of chatbot technology. The hype has not evaporated. Organizations remain fixated on leveraging AI-driven bots within their customer experiences. The market remains confident in the technology's potential. On the other hand, skeptics were right to raise questions about chatbot technology. Technology products are supposed to represent solutions. They are supposed to help organizations overcome challenges, improve processes, and deliver unprecedented value. Chatbots do not inherently guarantee these benefits. They do not automatically elevate the customer experience. They may actually hurt the engagement process. 

We are asked to ensure our chatbot initiatives pass a "customer-centricity test. This special report reveals the framework for that test. It explores the questions you need to ask — and the steps you need to take — to truly harness the power of chatbot technology.