Generative AI and Large Language Models (LLMs) have revolutionized Conversational AI (CAI), moving beyond traditional chatbots to AI-powered chats capable of handling complex customer queries and tasks while emulating human-like language. These advanced AI systems can generate more natural and context-aware conversations, resulting in elevated customer experiences, streamlined operational processes, and heightened overall accessibility. Furthermore, generative AI can significantly boost the performance of various tools with the capacity to enhance transcriptions, improve data quality, assess multi-modal sentiments, analyze agent behaviors, and offer other valuable functionalities. As businesses increasingly harness generative AI and LLMs’ potential, they unlock unprecedented opportunities for innovation, efficiency, and seamless integration of advanced functionalities into their operational frameworks.

This compendium provides comprehensive and fact-based snapshots of 25 CAI technology providers. Each profile specifies the provider’s position on Everest Group’s PEAK Matrix^® and offers an insightful analysis of its capabilities. The compendium enables providers to benchmark their capabilities against their peers, while buyers can assess the providers based on their desired set of capabilities.

Scope

All industries and geographies

Contents

In this report, we feature 25 CAI solutions provider profiles and include:

• Company overview
• Market adoption and capability overview
• Recent investments and announcements
• Client portfolio mix
• Product overview
• FTEs by function
• Product features, functionalities, and key enhancements
• Capabilities across PEAK Matrix^® dimensions
• Key strengths and limitations

Membership(s)

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

Service Optimization Technologies (SOT)

Sourcing and Vendor Management