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DMG Consulting Releases 2022 – 2023  AI-Enabled Self-Service for the Enterprise Report

Essential and impactful tools in the AI-based service revolution

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services 

What: Releases 2022 – 2023  AI-Enabled Self-Service for the Enterprise report

When:   Today, 1 June 2022

Where:  Available at the DMG Consulting online store


DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services , today released its 2022 – 2023 AI-Enabled Self-Service for the Enterprise report.  The Report provides an in-depth analysis of the capabilities and versatility of AI-based intelligent virtual agents (IVAs) and virtual assistants (VAs) and their contributions to enterprises, agents and other employees, and to customers.

Organizations have been compelled to find new approaches to address the explosive growth of omni-channel customer inquiries arriving in their contact centers and service departments. The ability of artificial intelligence (AI) to mimic basic human understanding and intelligence is a major reason why self-service is becoming customers’ preferred method of interacting with organizations. Intelligent virtual agents are demonstrating their ability to deliver timely, conversational, concierge-type automated self-service to customers. These innovative solutions are omni-channel by design and deliver knowledgeable and proactive service, which is altering the market’s dynamics and cost structure. At the same time, employees are benefitting from VAs, which deliver real-time guidance to contact center agents and internal self-service functionality to employees across organizations. IVAs and VAs, which use the same underlying technology and platform to enhance the customer experience and employee engagement, are helping companies reduce the cost of sales and service. 

The most significant misconception about IVAs is that their primary purpose is to eliminate the need for live agents. This is not their value proposition. “In fact, IVAs and VAs  are  more likely to enhance the performance of customer-facing employees and help retain agents as enterprises face massive increases in interaction volumes,” said Donna Fluss, President of DMG Consulting. “These solutions are changing the role of agents, positioning them to become brand ambassadors and customer advocates who can solve complex problems and build relationships, while also creating new career opportunities in service organizations and contact centers.”

The future of IVAs and intelligent automation will present unprecedented opportunities to reimagine the service experience. Based on market conditions and dynamics, and supported by innovation in AI and automation, DMG estimates that the number of customers using these solutions will increase over 100% for the next three years, between calendar years 2022 – 2024. Furthermore, we expect this IT segment to experience a 50% growth in customers in the following two years, 2025 and 2026. 

The 2022 – 2023 AI-Enabled Self-Service for the Enterprise report examines the IVA/VA market, competitive landscape, technology, products, functional capabilities, pricing and customer perception of the vendors in this fast-evolving sector. The Report presents the business, servicing, technology and market trends that are driving adoption and innovation in this highly valuable technology segment. It features 4 vendors – Five9,, Omilia, and Verint Systems – that offer highly effective IVA/VA solutions to help companies enhance the performance of their front- and back-office functions as well as other enterprise-wide uses.

 To learn more about the 2022 – 2023 AI-Enabled Self-Service for the Enterprise report, read the abstract, which includes the table of contents, or contact Deborah Navarra at or 516-628-1098. To order your copy of the Report, visit

About DMG Consulting LLC 

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of building, acquiring, operating, optimizing and investing in contact centers, to enhance their enabling technologies and the customer experience (CX). A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments. It publishes annual in-depth reports on contact center and back-office industry sectors, including contact center as a service (CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce management (WFM), workforce optimization (WFO)/workforce engagement management (WEM) and more. These reports provide the accurate market share, trend identification, growth predictions, functional capabilities and pricing information DMG’s global clients rely on to make critical business decisions. Learn more at

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