Conversational AI is a network of advanced technologies and solutions that integrate and communicate with each other to share information across systems. Enterprises show a greater propensity to leverage these solutions to provide superior CX, drive customer acquisition, and create market differentiation. Businesses across the globe are realizing the importance of conversational AI solutions to serve customers across different industries on a spectrum of digital channels and fulfill enterprise needs as well as support internal processes such as HR support, IT helpdesk, sales, F&A, and marketing.

Conversational AI providers are addressing the rising demand by introducing new capabilities while strengthening their existing ones and by further strengthening their products to be more holistic and accessible to a wider audience for varying use cases. With the growing impact of conversational AI platforms, it becomes critical for an enterprise to pick solutions that meet their current business requirements with further room to accommodate future needs.

In this research, we assess 26 conversational AI technology vendors featured and categorize them based on their capabilities and market offerings. The research will help buyers select right-fit technology vendors for their needs and enable providers to benchmark themselves against each other.

Scope

• All industries and geographies
• This assessment is based on our annual RFI process for the calendar year 2021, interactions with leading conversational AI technology vendors, client reference checks, and ongoing analysis of the conversational AI market

Contents

The report assesses the conversational AI technology vendor landscape across various dimensions:

• Everest Group’s PEAK Matrix® evaluation
• Competitive landscape
• Remarks on key strengths and limitations for each vendor

Membership(s)

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

Service Optimization Technologies (SOT)

Sourcing and Vendor Management