Conversational AI is a network of advanced technologies and solutions, such as Intelligent Virtual Agents (IVAs) and agent assist, that communicate with each other to share information across systems, serving as a key enabler of front- and back-office automation. Businesses worldwide are recognizing the significance of conversational AI solutions to serve customers across different industries through diverse digital channels, addressing customer needs, and supporting internal processes such as HR support, IT helpdesk, sales, finance and accounting, and marketing.
This report highlights the escalating demand for self-service solutions such as conversational AI, reaching an all-time high and expected to gather greater momentum as enterprises increasingly leverage these solutions for superior customer experience, customer acquisition, and market differentiation. Additionally, the report explores recent advances in generative AI, holding the potential to significantly enhance the capabilities of conversational AI solutions, thereby making them more effective for a multitude of use cases and increasing customer satisfaction.
Scope
All industries and geographies
Contents
In this report, we examine:
- An overview of conversational AI solutions
- The impact of generative AI and LLMs on conversational AI solutions
- Market size and adoption trends of conversational AI solutions across buyer geography, size, industry, and business function
- Buyer insights, adoption drivers, and barriers to adoption of conversational AI
- Conversational AI provider landscape and partnership ecosystem
Membership(s)
Customer Experience Management (CXM) Services, including Contact Center Outsourcing
Service Optimization Technologies (SOT)
Sourcing and Vendor Management
