Automation is no longer just about driving efficiency; it now encompasses autonomy, adaptability, and intelligent decision-making. As organizations accelerate their shift toward digital-first business models, Intelligent Process Automation (IPA) has become a key operational transformation driver. By automating repetitive tasks and enabling faster, more dependable workflows, IPA enhances productivity and allows human talent to focus on more strategic, value-added activities. What started as basic task automation has evolved into a robust enterprise agility enabler, integrating across business functions, scaling seamlessly, and aligning closely with strategic priorities. Enterprises across industries are increasingly adopting IPA to improve customer experiences, streamline operations, and reduce costs. With generative and agentic AI integration, automation is advancing. These technologies introduce contextual understanding, adaptive learning, and autonomous decision-making, allowing IPA to transition from process execution to intelligent orchestration. This report explores the evolving IPA landscape, providing insights into market trends, the provider landscape, solution and service characteristics, and the road ahead for IPA in 2025-26.

Intelligent Document Processing (IDP) uses AI to capture, categorize, and extract data from various document types for further processing. This typically non-invasive solution can integrate with internal applications, systems, and other automation platforms. IDP technology providers are increasingly offering low-/no-code capabilities to enable citizen developers to build document intake and processing workflows. Providers are also integrating IDP with large language models and agentic AI capabilities to improve extraction accuracy, enhance context understanding, and enable end-to-end document processing. IDP adoption helps enterprises save costs, improve workforce productivity, and improve employee and customer experiences. In this report, we examine the IDP market, including buyers, software providers, and third-party enablers (providers and system integrators). The report also analyzes market size and adoption trends, buyer satisfaction, product capabilities and trends, solution characteristics, provider landscape, IDP adoption challenges, and outlook for 2025-26. It also offers insights into the Banking and Financial Services (BFS)-specific IDP market, covering key use cases, capabilities, and trends.

Conversational AI encompasses advanced technologies, such as intelligent virtual agents, chatbots, voice assistants, and agent assist tools, designed to facilitate human-like interactions between businesses and customers. These solutions leverage natural language processing and machine learning to automate communication across channels such as websites, messaging apps, and voice interfaces, enabling personalized, real-time responses. Conversational AI streamlines both customer-facing and internal processes, driving operational efficiency, improving user experiences, and offering 24/7 support across industries such as e-commerce, banking, and healthcare. Customized Large Language Models (LLMs) are boosting personalization and contextual understanding, while new ecosystems combining conversational AI and generative AI are driving more intelligent and adaptive customer interactions. This report comprehensively outlines the conversational AI market, including top providers, technology ecosystems, adoption drivers, and buyer insights. It also explores how generative AI can enhance conversational AI capabilities, revolutionizing customer engagement and offering businesses a competitive edge in a rapidly evolving digital landscape. Scope All industries and geographies Contents In this report, we provide: An overview of conversational AI solutions’ provider landscape and partnership ecosystem Conversational AI solutions’ market size and adoption trends across buyer geography, size, industry, and business function Insights into the impact of generative AI and LLMs on conversational AI solutions Buyer insights, adoption drivers, future outlook, and barriers to conversational AI adoption Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

With new innovations and technologies entering the market, organizations must evolve into digital-first businesses to stay resilient and competitive. Intelligent Process Automation (IPA) leads operational transformation, revolutionizing businesses by automating mundane tasks. With generative AI taking centerstage, the scope and capabilities of automation have expanded significantly. Implementing IPA solutions strategically not only streamlines workflows but also frees valuable human resources, allowing organizations to focus on innovation and core objectives. Buyers across various sectors are swiftly adopting IPA to drive digital transformation initiatives. Meanwhile, solution providers are actively innovating and tailoring IPA solutions to meet specific organizational needs, empowering businesses to achieve greater agility and scalability in their operations. In this report, we provide an in-depth analysis of the IPA market for both buyers and solution providers. It covers IPA solution and service capabilities, the provider landscape, adoption trends, challenges, best practices, and the outlook for 2024-25. Scope All industries and geographies IPA solutions: sourcing IPA technology products, along with consulting, implementation, and maintenance services, but excluding traditional BPO services IPA services only: sourcing IPA services such as consulting, implementation, and maintenance Contents In this report, we examine: IPA market overview and its future outlook Adoption trends by industry, business function, geography, and buyer size IPA solution and service characteristics The IPA solution provider landscape Challenges and best practices Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

Intelligent Document Processing (IDP) is any software product or solution that uses AI technologies to capture, categorize, and extract data from various document types for further processing. This typically non-invasive solution can be integrated with internal applications, systems, and other automation platforms. IDP technology providers are increasingly offering low-code/no-code capabilities to enable citizen developers to build document intake and processing workflows. Providers are also integrating IDP with Large Language Models (LLMs) to improve extraction accuracy and enable users to interact with documents via natural language prompts. IDP adoption helps enterprises save costs and improve workforce productivity and employee and customer experiences. In this report, we examine the IDP market, including buyers, software providers, and third-party enablers (providers and system integrators). The report also analyzes market size and adoption trends, buyer satisfaction, product capabilities and trends, solution characteristics, provider landscape, IDP adoption challenges, and outlook for 2024-25. It also offers insights into the banking- and insurance-specific IDP market, covering key use cases, capabilities, and trends. Scope All industries and geographies The report prioritizes IDP and banking- and insurance-specific IDP solutions sold on license, regardless of any ongoing business or IT process outsourcing or managed services This assessment is based on Everest Group’s annual RFI process for the calendar year 2023-24, interactions with leading IDP buyers and providers, client reference checks, and an ongoing analysis of the IDP market Contents In this report, we: Examine the IDP market outlook for 2024-25, market size, and adoption trends Analyze the IDP provider landscape and buyer expectations Assess IDP product capabilities, trends, and solution characteristics Study banking- and insurance-specific document processing Identify challenges and best practices for IDP adoption Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

Conversational AI is a network of advanced technologies and solutions, such as Intelligent Virtual Agents (IVAs) and agent assist, that communicate with each other to share information across systems, serving as a key enabler of front- and back-office automation. Businesses worldwide are recognizing the significance of conversational AI solutions to serve customers across different industries through diverse digital channels, addressing customer needs, and supporting internal processes such as HR support, IT helpdesk, sales, finance and accounting, and marketing. This report highlights the escalating demand for self-service solutions such as conversational AI, reaching an all-time high and expected to gather greater momentum as enterprises increasingly leverage these solutions for superior customer experience, customer acquisition, and market differentiation. Additionally, the report explores recent advances in generative AI, holding the potential to significantly enhance the capabilities of conversational AI solutions, thereby making them more effective for a multitude of use cases and increasing customer satisfaction. Scope All industries and geographies Contents In this report, we examine: An overview of conversational AI solutions The impact of generative AI and LLMs on conversational AI solutions Market size and adoption trends of conversational AI solutions across buyer geography, size, industry, and business function Buyer insights, adoption drivers, and barriers to adoption of conversational AI Conversational AI provider landscape and partnership ecosystem Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Everest Group defines Intelligent Document Processing (IDP) as any software product or solution that uses AI technologies such as computer vision, OCR, Natural Language Processing (NLP), and machine/deep learning to capture, categorize, and extract data from documents (e.g., email, text, PDF, and scanned documents) for further processing. These solutions are typically non-invasive and can be integrated with internal applications, systems, and other automation platforms. They offer platforms that enable enterprises to deploy out-of-the-box solutions using pre-built modules or custom solutions that assist buyers in classifying and extracting data from documents. IDP solutions not only help enterprises achieve cost savings but also enhance workforce productivity and improve employee and customer experience. The demand for unstructured document processing solutions has been increasing due to the growing sophistication of IDP products in terms of capabilities, features, and functionalities. This report provides IDP buyers, software providers, and third-party enablers (providers and system integrators) a detailed view of the IDP market by analyzing it across various dimensions such as market size and adoption trends, buyer satisfaction, product capabilities and trends, solution characteristics, provider landscape, unstructured document processing, challenges to IDP adoption, and outlook for 2023-24. Scope All industries and geographies The report focuses on IDP and unstructured document processing solutions sold on license, regardless of any ongoing business or IT process outsourcing or managed services This assessment is based on Everest Group’s annual RFI process and an ongoing analysis of the market Contents In this report, we examine: Introduction to IDP Outlook for 2023-24 IDP market characteristics Buyer expectations IDP product capabilities and trends IDP solution characteristics IDP provider landscape Unstructured document processing Challenges to IDP adoption Best practices Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

To remain resilient and competitive, organizations’ need to evolve into a digital-first business cannot be understated. Manual operations present challenges that have prompted a shift toward digital, automated, and intelligent business processes. Digital technologies, particularly Intelligent Automation (IA), have become pervasive. Enterprises are expected to rely on IA as a key driver for cost optimization, which is a top priority in the current recessionary environment. In response, solution providers have embraced a digital-powered model to deliver these benefits to their buyers. One of the most effective digital tools fueling this transformation is Intelligent Process Automation (IPA). This report offers IPA buyers and solution providers an in-depth analysis of the market. It examines adoption trends, solution characteristics, services characteristics, the solution provider landscape, challenges, best practices, and the outlook for 2023-24. Scope IPA solutions: sourcing IPA technology products, along with consulting, implementation, and maintenance services, but excluding traditional BPO services IPA services only: sourcing IPA services such as consulting, implementation, and maintenance This report does not cover independently licensed IPA technology products or those embedded within broader BPO deals All industries and geographies Contents In this report, we examine: The IPA market Adoption trends by industry, business function, geography, and buyer size Solution characteristics Services characteristics IPA solution provider landscape Challenges, best practices, and future outlook Membership(s) Service Optimization Technologies (SOT) Sourcing and Vendor Management

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

Conversational AI is a network of advanced technologies and solutions that communicate with each other to share information across systems in a contact center environment. It is a key enabler of front- and back-office automation. Businesses worldwide are realizing the importance of conversational AI solutions to serve customers across industries and digital channels and support internal processes such as HR support, IT helpdesk, sales, F&A, and marketing. The demand for conversational AI solutions is at an all-time high and is expected to gather greater momentum as enterprises continue to leverage these solutions to provide superior CX, drive customer acquisition, and create market differentiation. Scope: All industries and geographies Contents: In this report, we study: Market size and adoption trends by buyer geography, size, industry, and business function Conversational AI solution characteristics and the provider landscape Barriers to conversational AI adoption and best practices Outlook for 2023-24 Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management