Top Menu

2019 Intelligent Virtual Agent Product and Market Report

2019 Intelligent Virtual Agent Product and Market Report

As customer demand for outstanding and personalized service increases, so does the cost of delivering it. It’s time for contact centers to adopt artificial intelligence (AI)-based intelligent virtual agent (IVA) systems, as they can also improve service quality, agent and customer satisfaction, and the overall customer journey. Businesses that do not get on board with these technologies will be at a strategic disadvantage.

AI is fueling game-changing innovation and unlimited new possibilities

The current generation of IVAs, which use AI, machine learning, natural language understanding (NLU), natural language processing (NLP), natural language generation (NLG), machine learning and intelligent augmentation, can help enterprises cut costs, make it easier for customers to conduct business, and improve the experience for everyone involved. Intended to support omni-channel service environments, IVAs vastly enhance voice and digital self-service by improving accuracy and consistency across all service channels. IVAs can take on and automate many of the tasks that are performed by agents today, and can help cut costs and improve productivity by reducing dependence on agent-assisted service. IVAs are being deployed to support interactions in retail, healthcare, customer service and innumerable other areas of business.

Authoritative and in-depth analysis of this growth sector

The 2019-2020 Intelligent Virtual Agent Product and Market Report provides an in-depth analysis of the overall IVA market, including the competitive landscape, technology, products, functional capabilities, and the servicing and market trends that are driving adoption and innovation. This Report is intended to help companies identify and select the right IVA solution for their current and future needs. It provides an in-depth analysis of these AI-enabled solutions, which are a foundational component of next-gen, digitally transformed service organizations. The Report covers 7 vendors who offer solutions that address service, contact center, back-office and other enterprise uses: Artificial Solutions, Botanic Technologies, Capito.ai, Genesys, Inference Solutions, Omilia and Verint. Botanic Technologies and Capito.ai are covered at a high level.

Report includes:

  • Definition and anatomy of an IVA: a high-level overview of functional capabilities and underlying technical components
  • Market trends and challenges that are driving interest, investments and innovation in this sector
  • IVA vendor innovation and near-term roadmap, including new product features and what is planned to be delivered in the next 12 – 18 months
  • Insightful discussion of the how IVAs improve the customer and agent experience and expedite optimal outcomes with less effort
  • Examination of the top front- and back-office uses of IVAs, including packaged and vertical-specific IVA offerings and applications
  • IVA vendor market activity
  • Review of the IVA competitive landscape, including the technology sectors that are developing AI-based IVA solutions and an overview of the 5 featured IVA vendors and their product offerings
  • Detailed functional and technical side-by-side comparative analysis of the functional and technical capabilities of the 5 featured IVA solutions
  • Implementation analysis, including vendor methodology, best practices, professional services, training, maintenance and support
  • IVA benefits and return on investment (ROI) analysis
  • Review of IVA vendor pricing structures
  • Results from DMG’s comprehensive customer satisfaction survey, which rates vendors based on customer satisfaction across 10 product components, 10 effectiveness categories and 10 vendor categories
  • Detailed company reports analyzing product functionality and near-term product roadmap deliverables for the 7 vendors who are covered in the report
  • Comprehensive IVA Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Intelligent Virtual Agents Defined
  5. Anatomy of an IVA
    • 5.1 High-Level Technical Components
  6. IVA Market Trends
  7. IVA Market Challenges
  8. IVA Market Innovation
    • 8.1 New Product Features
    • 8.2 Future Enhancements
  9. Evolution of Self-Service
    • 9.1 Transitioning from IVR and/or a Conventional Website to IVA Technology
  10. The IVA Advantage: Less Effort and Optimal Outcomes
    • 10.1 Improving the Customer Experience with IVAs
    • 10.2 Improving the Employee/Agent Experience with IVAs
  11. IVA Front- and Back-Office Uses for the Enterprise
    • 11.1 Contact Center Uses
    • 11.2 Non-Contact-Center Uses
    • 11.3 Packaged/Verticalized Offerings
  12. IVA Market Activity Analysis
  13. IVA Market Projections
  14. IVA Competitive Landscape
    • 14.1 Company Snapshots
    • 14.2 Product Information
  15. IVA Functional and Technical Analysis
    • 15.1 High-Level Technical Analysis
      • 15.1.1 Integration
      • 15.1.2 Security and Compliance
      • 15.1.3 Accuracy
    • 15.2 High-Level Functional Analysis
      • 15.2.1 Administration/Design and Development Environment
      • 15.2.2 Content Management
      • 15.2.3 Dashboards, Reporting and Analytics
  16. Implementation Analysis
  17. IVA Benefits and Return on Investment
  18. Pricing Structure
  19. Vendor Satisfaction Analysis
    • 19.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 19.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 19.2 Summary of Survey Findings and Analysis: Product Capabilities
      • 19.2.1 Product Capabilities Satisfaction by Sub-Category and Customer
    • 19.3 Summary of Survey Findings and Analysis: Product Effectiveness Categories
      • 19.3.1 Product Effectiveness Satisfaction by Sub-Category and Customer
    • 19.4 Customer Background and Insights
      • 19.4.1 Customer Background
      • 19.4.2 Top Ways IVAs are Being Used
      • 19.4.3 IVA Top Benefits
      • 19.4.4 Product Enhancements
      • 19.4.5 Additional Comments
  20. Company Reports
    • 20.1 Artificial Solutions International AB
    • 20.2 Botanic Technologies
    • 20.3 Capito.ai
    • 20.4 Genesys
    • 20.5 Inference Solutions Inc.
    • 20.6 Omilia Natural Language Solutions Ltd.
    • 20.7 Verint Systems

Table of Figures

  • Figure 1: Conversational IVA
  • Figure 2: Technical Components Summary
  • Figure 3: IVA Market Trends
  • Figure 4: IVA Market Challenges
  • Figure 5: New Product Features, by Vendor
  • Figure 6: Future Enhancements, by Category
  • Figure 7: Evolution of Self-Service
  • Figure 8: Improving the Customer Experience with IVAs
  • Figure 9: Improving the Agent Experience with IVAs
  • Figure 10: Contact Center Uses
  • Figure 11: Non-Contact Center Uses
  • Figure 12: Verticalized/Packaged Solutions
  • Figure 13: IVA Market Share, by Customers, as of March 31, 2019
  • Figure 14: Total Number of IVA Customers, 2019 vs. 2018 Comparison
  • Figure 15: IVA Projections by Number of Customers, 2019 – 2023
  • Figure 16: IVA Competitive Landscape
  • Figure 17: Company Information
  • Figure 18: Product Offering
  • Figure 19: High-Level Technical Summary
  • Figure 20: Integration Capabilities
  • Figure 21: Security and Compliance
  • Figure 22: Accuracy and Tuning
  • Figure 23: High-Level Functional Summary
  • Figure 24: Administration, Design and Development Environment
  • Figure 25: Content Management Capabilities
  • Figure 26: Dashboards, Reporting and Analytics
  • Figure 27: Implementation Analysis
  • Figure 28: IVA Benefits and ROI
  • Figure 29: IVA Pricing Structure
  • Figure 30: Customer Survey Rating Categories
  • Figure 31: Average Vendor Satisfaction Ratings, by Category
  • Figure 32: Product Satisfaction Ratings
  • Figure 33: Implementation Satisfaction Ratings
  • Figure 34: Training Satisfaction Ratings
  • Figure 35: Professional Services Satisfaction Ratings
  • Figure 36: Ongoing Service and Support Satisfaction Ratings
  • Figure 37: Product Innovation Satisfaction Ratings
  • Figure 38: Responsiveness to Product Enhancement Requests Satisfaction Ratings
  • Figure 39: Vendor Communication Satisfaction Ratings
  • Figure 40: Pricing Satisfaction Ratings
  • Figure 41: Overall Vendor Satisfaction Ratings
  • Figure 42: Average Product Capabilities Satisfaction Ratings, by Category
  • Figure 43: Omni-Channel Capabilities Satisfaction Ratings
  • Figure 44: Design and Content Management Tools Satisfaction Ratings
  • Figure 45: Artificial Intelligence (AI) Capabilities Satisfaction Ratings
  • Figure 46: Machine Learning Satisfaction Ratings
  • Figure 47: NLU/NLP/NLG Capabilities Satisfaction Ratings
  • Figure 48: Customer Self-Service Capabilities Satisfaction Ratings
  • Figure 49: Employee Self-Service Capabilities Satisfaction Ratings
  • Figure 50: Employee-Assisted Capabilities Satisfaction Ratings
  • Figure 51: Automation Capabilities Satisfaction Ratings
  • Figure 52: Reporting/Dashboards Satisfaction Ratings
  • Figure 53: Average Product Effectiveness Satisfaction Ratings, by Category
  • Figure 54: Ease of Integration with Third-Party Applications Satisfaction Ratings
  • Figure 55: Ability to Improve Self-Service Options Satisfaction Ratings
  • Figure 56: Ability to Improve Containment Rates Satisfaction Ratings
  • Figure 57: Ability to Improve the Customer Experience Satisfaction Ratings
  • Figure 58: Ability to Improve the Agent Experience Satisfaction Ratings
  • Figure 59: Ability to Discern Customer Intent Satisfaction Ratings
  • Figure 60: Ability to Maintain Context Across Multi-Modal Interactions Satisfaction Ratings
  • Figure 61: Language Support Satisfaction Ratings
  • Figure 62: Ability to Identify Knowledge Gaps and Kick Off Workflows to Address the Opportunity Satisfaction Ratings
  • Figure 63: Accuracy, Tuning and Ongoing System Optimization Satisfaction Ratings
  • Figure 64: What business units are using IVAs?
  • Figure 65: What channels is your IVA solution being used to support?
  • Figure 66: Please list the top 3 ways you are using an IVA.
  • Figure 67: What are the top 3 benefits you have realized from an IVA implementation?
  • Figure 68: Please list the product enhancements you would like to see.
  • Figure 69: Additional comments about your experience with the vendor and/or product.
+ Report Includes

Report includes:

  • Definition and anatomy of an IVA: a high-level overview of functional capabilities and underlying technical components
  • Market trends and challenges that are driving interest, investments and innovation in this sector
  • IVA vendor innovation and near-term roadmap, including new product features and what is planned to be delivered in the next 12 – 18 months
  • Insightful discussion of the how IVAs improve the customer and agent experience and expedite optimal outcomes with less effort
  • Examination of the top front- and back-office uses of IVAs, including packaged and vertical-specific IVA offerings and applications
  • IVA vendor market activity
  • Review of the IVA competitive landscape, including the technology sectors that are developing AI-based IVA solutions and an overview of the 5 featured IVA vendors and their product offerings
  • Detailed functional and technical side-by-side comparative analysis of the functional and technical capabilities of the 5 featured IVA solutions
  • Implementation analysis, including vendor methodology, best practices, professional services, training, maintenance and support
  • IVA benefits and return on investment (ROI) analysis
  • Review of IVA vendor pricing structures
  • Results from DMG’s comprehensive customer satisfaction survey, which rates vendors based on customer satisfaction across 10 product components, 10 effectiveness categories and 10 vendor categories
  • Detailed company reports analyzing product functionality and near-term product roadmap deliverables for the 7 vendors who are covered in the report
  • Comprehensive IVA Vendor Directory
+ Table of Contents
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Intelligent Virtual Agents Defined
  5. Anatomy of an IVA
    • 5.1 High-Level Technical Components
  6. IVA Market Trends
  7. IVA Market Challenges
  8. IVA Market Innovation
    • 8.1 New Product Features
    • 8.2 Future Enhancements
  9. Evolution of Self-Service
    • 9.1 Transitioning from IVR and/or a Conventional Website to IVA Technology
  10. The IVA Advantage: Less Effort and Optimal Outcomes
    • 10.1 Improving the Customer Experience with IVAs
    • 10.2 Improving the Employee/Agent Experience with IVAs
  11. IVA Front- and Back-Office Uses for the Enterprise
    • 11.1 Contact Center Uses
    • 11.2 Non-Contact-Center Uses
    • 11.3 Packaged/Verticalized Offerings
  12. IVA Market Activity Analysis
  13. IVA Market Projections
  14. IVA Competitive Landscape
    • 14.1 Company Snapshots
    • 14.2 Product Information
  15. IVA Functional and Technical Analysis
    • 15.1 High-Level Technical Analysis
      • 15.1.1 Integration
      • 15.1.2 Security and Compliance
      • 15.1.3 Accuracy
    • 15.2 High-Level Functional Analysis
      • 15.2.1 Administration/Design and Development Environment
      • 15.2.2 Content Management
      • 15.2.3 Dashboards, Reporting and Analytics
  16. Implementation Analysis
  17. IVA Benefits and Return on Investment
  18. Pricing Structure
  19. Vendor Satisfaction Analysis
    • 19.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 19.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 19.2 Summary of Survey Findings and Analysis: Product Capabilities
      • 19.2.1 Product Capabilities Satisfaction by Sub-Category and Customer
    • 19.3 Summary of Survey Findings and Analysis: Product Effectiveness Categories
      • 19.3.1 Product Effectiveness Satisfaction by Sub-Category and Customer
    • 19.4 Customer Background and Insights
      • 19.4.1 Customer Background
      • 19.4.2 Top Ways IVAs are Being Used
      • 19.4.3 IVA Top Benefits
      • 19.4.4 Product Enhancements
      • 19.4.5 Additional Comments
  20. Company Reports
    • 20.1 Artificial Solutions International AB
    • 20.2 Botanic Technologies
    • 20.3 Capito.ai
    • 20.4 Genesys
    • 20.5 Inference Solutions Inc.
    • 20.6 Omilia Natural Language Solutions Ltd.
    • 20.7 Verint Systems

Table of Figures

  • Figure 1: Conversational IVA
  • Figure 2: Technical Components Summary
  • Figure 3: IVA Market Trends
  • Figure 4: IVA Market Challenges
  • Figure 5: New Product Features, by Vendor
  • Figure 6: Future Enhancements, by Category
  • Figure 7: Evolution of Self-Service
  • Figure 8: Improving the Customer Experience with IVAs
  • Figure 9: Improving the Agent Experience with IVAs
  • Figure 10: Contact Center Uses
  • Figure 11: Non-Contact Center Uses
  • Figure 12: Verticalized/Packaged Solutions
  • Figure 13: IVA Market Share, by Customers, as of March 31, 2019
  • Figure 14: Total Number of IVA Customers, 2019 vs. 2018 Comparison
  • Figure 15: IVA Projections by Number of Customers, 2019 – 2023
  • Figure 16: IVA Competitive Landscape
  • Figure 17: Company Information
  • Figure 18: Product Offering
  • Figure 19: High-Level Technical Summary
  • Figure 20: Integration Capabilities
  • Figure 21: Security and Compliance
  • Figure 22: Accuracy and Tuning
  • Figure 23: High-Level Functional Summary
  • Figure 24: Administration, Design and Development Environment
  • Figure 25: Content Management Capabilities
  • Figure 26: Dashboards, Reporting and Analytics
  • Figure 27: Implementation Analysis
  • Figure 28: IVA Benefits and ROI
  • Figure 29: IVA Pricing Structure
  • Figure 30: Customer Survey Rating Categories
  • Figure 31: Average Vendor Satisfaction Ratings, by Category
  • Figure 32: Product Satisfaction Ratings
  • Figure 33: Implementation Satisfaction Ratings
  • Figure 34: Training Satisfaction Ratings
  • Figure 35: Professional Services Satisfaction Ratings
  • Figure 36: Ongoing Service and Support Satisfaction Ratings
  • Figure 37: Product Innovation Satisfaction Ratings
  • Figure 38: Responsiveness to Product Enhancement Requests Satisfaction Ratings
  • Figure 39: Vendor Communication Satisfaction Ratings
  • Figure 40: Pricing Satisfaction Ratings
  • Figure 41: Overall Vendor Satisfaction Ratings
  • Figure 42: Average Product Capabilities Satisfaction Ratings, by Category
  • Figure 43: Omni-Channel Capabilities Satisfaction Ratings
  • Figure 44: Design and Content Management Tools Satisfaction Ratings
  • Figure 45: Artificial Intelligence (AI) Capabilities Satisfaction Ratings
  • Figure 46: Machine Learning Satisfaction Ratings
  • Figure 47: NLU/NLP/NLG Capabilities Satisfaction Ratings
  • Figure 48: Customer Self-Service Capabilities Satisfaction Ratings
  • Figure 49: Employee Self-Service Capabilities Satisfaction Ratings
  • Figure 50: Employee-Assisted Capabilities Satisfaction Ratings
  • Figure 51: Automation Capabilities Satisfaction Ratings
  • Figure 52: Reporting/Dashboards Satisfaction Ratings
  • Figure 53: Average Product Effectiveness Satisfaction Ratings, by Category
  • Figure 54: Ease of Integration with Third-Party Applications Satisfaction Ratings
  • Figure 55: Ability to Improve Self-Service Options Satisfaction Ratings
  • Figure 56: Ability to Improve Containment Rates Satisfaction Ratings
  • Figure 57: Ability to Improve the Customer Experience Satisfaction Ratings
  • Figure 58: Ability to Improve the Agent Experience Satisfaction Ratings
  • Figure 59: Ability to Discern Customer Intent Satisfaction Ratings
  • Figure 60: Ability to Maintain Context Across Multi-Modal Interactions Satisfaction Ratings
  • Figure 61: Language Support Satisfaction Ratings
  • Figure 62: Ability to Identify Knowledge Gaps and Kick Off Workflows to Address the Opportunity Satisfaction Ratings
  • Figure 63: Accuracy, Tuning and Ongoing System Optimization Satisfaction Ratings
  • Figure 64: What business units are using IVAs?
  • Figure 65: What channels is your IVA solution being used to support?
  • Figure 66: Please list the top 3 ways you are using an IVA.
  • Figure 67: What are the top 3 benefits you have realized from an IVA implementation?
  • Figure 68: Please list the product enhancements you would like to see.
  • Figure 69: Additional comments about your experience with the vendor and/or product.
    • This field is for validation purposes and should be left unchanged.