TECH BUYER Oct 2021 - IDC MarketScape - Doc # US47354421

IDC MarketScape: Worldwide General-Purpose Conversational AI Platforms 2021 Vendor Assessment


David Schubmehl
Hayley Sutherland

This IDC study represents a vendor assessment of the conversational artificial intelligence (AI) software platforms market for general purpose use cases through the IDC MarketScape model. This assessment discusses both quantitative and qualitative characteristics that provide guidance about conversational artificial intelligence software platform vendors and their offerings. This IDC MarketScape covers a variety of vendors participating in the conversational artificial intelligence software platforms market and focused on providing platforms that can create conversational AI applications for a wide variety of use cases. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and to one another and highlights the factors expected to be the most influential for success in the market in both the short term and the long term.

"AI adoption, especially conversational AI, is past the tipping point. The rapid rise of contactless interactions and the need to reduce costs while improving overall service has pushed conversational to the top of the corporate agenda," said Dave Schubmehl, research vice president, Conversational AI and Intelligent Knowledge Discovery. "Organizations are rapidly developing and deploying conversational AI applications in all facets of their business. This evaluation will assist enterprises looking to adopt conversational AI in the near future."

"As organizations progress in conversational AI, many are expanding the use of this technology across a variety of internal and external use cases," said Hayley Sutherland, senior research analyst, Conversational AI and Intelligent Knowledge Discovery. "From helping distributed workforces to self-service knowledge to relieving the IT help desk of menial ticketing and response tasks to deflecting customer calls about frequently asked questions, organizations are realizing that conversational AI can bring value to many areas of the business."



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