ISG Commentary
Over the next three years, the swarm expects firms will take responsibility for building and supporting bots, rather than using external services.
- The swarm was clear from the outset that it expects firms will most often choose to build their own bots, rather than outsource development.
- After momentum was directed primarily towards both “build” options on the left of the model, the swarm ultimately determined that firms will opt to support their own bots as well.
- Notably, there was an entrenched minority that saw full outsourcing as the dominant model over the next three years.
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