target audience: TECH BUYER  Publication date: Nov 2023 - Document type: IDC MarketScape - Doc  Document number: # US49988023

IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment


  • Hayley Sutherland Loading
  • Andrew Gens Loading
  • David Schubmehl Loading


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This IDC study represents a vendor assessment of the conversational artificial intelligence (AI) software 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.

"Conversational AI solutions have become mainstream and are delivering improvements in productivity and customer satisfaction," said Dave Schubmehl, research vice president, AI and Automation at IDC. "Organizations continue to quickly develop and deploy conversational AI applications in all facets of their business generating significant return on investment, especially with the debut of GenAI in these products. This evaluation will assist enterprises looking to adopt conversational AI in the near future."

"Across use cases from customer support to task automation to knowledge assistance, conversational AI technologies have become even more robust, humanlike, and capable in the past few years," said Hayley Sutherland, research manager, Conversational AI and Knowledge Discovery at IDC. "As the latest advances in technologies such as GenAI are rapidly infused into this market, technology buyers should take a close look at how vendors are evolving their capabilities to support advanced question answering and dynamic, contextual conversations."


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