Everest Group PEAK Matrix® for Conversational AI Technology Vendors 2021
Conversational Al is an ecosystem of advanced technologies and solutions that work in an integrated fashion by interacting with each other and sharing information across systems in a contact center environment. Conversational Al improves overall contact center efficiency, customer experience, and agent experience by leveraging technologies such as Intelligent Virtual Agents (IVA), agent-assist solutions, analytics & insights, and other automation solutions such as RPA. At the heart of any conversation Al offering is powerful artificial intelligence and machine learning capabilities. For the scope of this study, we are covering global leading technology vendors that offer these solutions on independent licensing.
In this study, we analyze the conversational Al technology vendor landscape across various dimensions:
- Everest Group’s PEAK Matrix® evaluation, a comparative assessment of 20 leading conversational Al technology vendors
- Competitive landscape in the conversational Al technology vendor market
- Remarks on key strengths and limitations for each conversational Al technology vendor
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