Intelligent Virtual Agents (IVAs) offer benefits such as superior customer satisfaction, round-the-clock support, lower service costs for enterprises, and assistance to human agents, among others, in various business functions such as contact center, F&A, HR, and IT helpdesk. As the benefits of IVA solutions become evident, enterprises are looking at this technology through a broader automation lens and considering integrating IVA into their wider automation initiatives to further enhance its impact. Consequently, many global service providers and technology vendors are investing in it.

However, IVA is a burgeoning market with technologies that are relatively new to many potential buyers in terms of solution features, deployment models, supporting frameworks, and commercial aspects. These products are also rapidly evolving in terms of the sophistication of their capabilities, features, and functionalities.

This report analyzes the IVA technology market across various dimensions, such as evolving behavior and expectations of enterprise clients, key drivers for adoption, buyer satisfaction with vendor capabilities, and key strengths and areas of improvement according to buyers.

Scope

• All geographies and industries
• We have analyzed the following technology vendors in this report: Aivo, Alterra, Avaamo, Creative Virtual, CX Company, EdgeVerve, Enterprise Bot, HCL DRYiCE Lucy, idAvatars, IPSoft, Jacada, Konverso, Kore, Nuance, Omilia, and Uniphore

Contents

In this research, we study the following topics:

• Evolving behavior and expectations of enterprise clients and desired IVA vendor characteristics
• Business objectives / adoption drivers for IVA
• Buyer satisfaction with IVA products/vendors in meeting current objectives
• Buyer satisfaction with IVA products’/vendors’ capabilities across various dimensions and subdimensions
• Relative importance of various capability metrics and extent of differentiation for IVA vendors
• Key strengths and areas of improvements as cited by buyers for IVA vendors

Membership(s)

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

Service Optimization Technologies (SOT)