Conversational Artificial Intelligence (AI) is a network of advanced technologies and solutions that communicate with each other to share information across systems in a contact center environment. Since the pandemic, the use of conversational AI solutions has grown significantly worldwide. Enterprises are increasingly adopting these solutions to provide superior customer experience, drive customer acquisition, and create market differentiation. Technology advances and themes such as omnichannel deployment, agent-assist, multi-language support, tracking of customer journeys, enhanced AI capabilities, demand for self-serve solutions, and personalized customer experience are further driving their adoption. Conversational AI providers can tap into this opportunity by improving product capabilities to drive wide-scale conversational AI adoption. With the growing impact of conversational AI platforms, it is vital for enterprises to choose solutions that meet their current business requirements and accommodate future needs.

This compendium provides comprehensive profiles of 26 leading conversational AI 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 will enable providers to benchmark their capabilities against their peers, while buyers will be able to assess the providers based on their desired set of capabilities.

Scope

All industries and geographies

Contents

In this report, we evaluate 26 conversational AI solutions providers and provide the following provider-specific details:

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

Membership(s)

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

Service Optimization Technologies (SOT)

Sourcing and Vendor Management