Abstract

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

"The need for excellent customer service has never been greater. The rapid rise of contactless interactions and the need to reduce costs while improving overall service has pushed conversational AI tools and technologies 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, but especially with regards to customer service. This evaluation of conversational AI software platforms for customer service will assist enterprises looking to adopt conversational AI soon."

"As organizations progress in conversational AI, many are expanding the use of this technology across a variety of customer support channels," said Hayley Sutherland, senior research analyst, Conversational AI and Intelligent Knowledge Discovery. "Whether the goal is providing 24/7 omni-channel customer support, freeing agents from answering FAQs so they can focus on high-touch customer interactions, or modernizing the IVR to provide a better experience, organizations are realizing that conversational AI can bring value to many areas of customer service."

Coverage