IT management, once viewed as a troubleshooting function, has transitioned into a holistic entity that improves employee experience and streamlines business operations. Leading this transformation is conversational AI, which translates AI capabilities into measurable business benefits such as elevating user experience, productivity, and cost efficiency.

The conversational AI landscape is continuously innovating. However, generative AI and large language models, which can generate human-like text and enable more natural and context-aware conversations, have marked a tectonic shift in the domain. Generative AI can significantly boost conversational AI platforms' performance by enhancing their conversational intelligence and cognitive capabilities, improving data security and quality, assessing multi-modal sentiments, analyzing agent behavior, enhancing virtual agent training, and providing other valuable functionalities.

Consequently, organizations are increasingly adopting conversational AI platforms, especially to support IT management, uncover growth opportunities, and expand in IT management.

Scope

• All industries and geographies
• The assessment is based on Everest Group’s annual RFI process for calendar year 2023, interactions with leading conversational AI technology providers, client reference checks, and ongoing analysis of the conversational AI for IT management market

Contents

In this report, we assess 12 conversational AI for IT management technology providers featured on the Conversational AI for IT Management Products PEAK Matrix^® and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and market offerings.

The report will enable enterprises to select right-fit providers for their requirements and allow technology providers to benchmark themselves against the competition.

Membership(s)

Digital Workplace

Sourcing and Vendor Management