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