target audience: TECH BUYER Publication date: Mar 2024 - Document type: IDC MarketScape - Doc Document number: # US51955724
IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment
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Abstract
This IDC study represents a vendor assessment of the conversational artificial intelligence (AI) software market for front-office 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 front-office use cases, such as customer service. 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.
"Many organizations are now using conversational AI solutions to augment and assist customer service, marketing, and sales," said Dave Schubmehl, research vice president, Conversational AI and Intelligent Knowledge Discovery at IDC. "They continue to quickly develop and deploy conversational AI applications in the front office 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 Intelligent 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."