Leveraging Advanced AI: A Framework for Conversational AI Use Case Selection

This IDC Perspective explains a framework with four pillars for conversational AI use case selection and provides additional guidance for organizations that want to use advanced technologies like agentic AI and generative AI for conversational use cases like customer service, internal employee knowledge assistance, HR/onboarding, IT help desk, sales, marketing, and lead generation. To help technology buyers in developing an AI use case road map for their own organization, from initial brainstorming to prioritization, optimization, and expansion, IDC has developed these four "pillars" as guiding principles."As with many new technologies, IDC has seen organizations face challenges in adoption and expansion of advanced AI, from data privacy and security concerns to selecting the right KPIs and use cases to upskilling workers and overcoming technical debt," said Hayley Sutherland, research manager, Conversational AI, IDC. "However, careful use case selection is a strong starting point for addressing many of these issues and can reveal other important considerations in terms of both challenges and benefits. IT and business leaders should leverage IDC's framework to develop a use case road map that will help their organization become AI first."