Buyer Satisfaction with Conversational AI – Exploring the Buyers’ Perception of the Market 2023
State of the Market Report

28 Nov 2022
by Vaibhav Bansal, Sharang Sharma, Anubhav Das, Karthi P, Nimish Sharma

Enterprises are increasingly leveraging conversational AI solutions to create differentiation for their businesses through the benefits that it offers such as improving customer experience, enhancing employee productivity, reducing costs, achieving a fast RoI, and increasing revenue. Technology providers in this space are improving their products by offering newer capabilities while deepening existing ones and entering new markets to serve the huge enterprise demand. Different conversational AI providers offer distinct breadth of capabilities, use cases, language support, and sophistication in execution.

The scale of investments that both enterprises and technology providers are making in conversational AI products makes it critical for enterprises to choose the right product to meet their business requirements.

Scope

  • Solution: conversational AI
  • All geographies and industries
  • Our research studies 26 leading conversational AI providers and feedback from 55+ enterprise buyers

Contents

In this report, we:

  • Study evolving enterprise expectations and desired characteristics of conversational AI technology providers/li>
  • Examine the business objectives/adoption drivers of conversational AI
  • Discuss enterprise challenges in conversational AI adoption
  • Look at buyer satisfaction with conversational AI providers in meeting their objectives across various dimensions
  • List the key strengths and limitations of the conversational AI solutions from the technology providers studied

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Service Optimization Technologies (SOT)

Sourcing and Vendor Management

 

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