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

Published May 26, 2022

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. This has given rise to the self-service transformation, which customers have embraced, and increasingly prefer. The future of intelligent virtual agents (IVAs) and intelligent automation will present unprecedented opportunities to reimagine the service experience. 

Concierge Self-Service for Customers and Agents 

Intelligent virtual agents are already demonstrating their ability to deliver timely, conversational, concierge-type automated self-service to customers. Customers are delighted to interact with an intelligent self-service solution that recognizes them, knows the context of their contact history, fully handles most requests, and discerns when to transfer them to a live agent, if needed. Today’s IVAs are meeting those challenges, as they are conversational and responsive to customer needs. At the same time, employees are benefitting from virtual assistants (VAs), which deliver real-time guidance to contact center agents and internal self-service functionality to employees across organizations. In combination, IVAs and VAs 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 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. The inclusion of AI technology in contact center and customer experience (CX) solutions is driving the most rapid pace of innovation and change ever experienced in the service sector. Two of the most essential and impactful tools in the AI-based service revolution are IVAs and VAs. IVAs and VAs, which use the same underlying technology and platform to enhance the customer and employee experience, are helping companies reduce the cost of sales and service. The use cases for these solutions are expanding as companies roll them out to customer-facing departments as well as internal functions across the enterprise.

Expansive and Insightful Analysis of this Critical Sector

The Report provides an in-depth analysis of the capabilities and versatility of AI-based IVAs and VAs and their contributions to enterprises and their customers. It 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, Kore.ai, 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. This Report is intended to help companies identify and select the right IVA/VA solution and partner to meet their current and future needs.

  • Definition of an IVA and VA, and the distinctions between IVAs, interactive voice response  (IVR), and robotic process automation (RPA)
  • High-level overview of the underlying technical components of IVA/VA solutions
  • Market trends and challenges that are driving interest, adoption and innovation in  this sector
  • IVA vendor innovation and near-term roadmaps, including new product features and what  is planned to be delivered in the next 12 – 18 months
  • Top uses and practical application of artificial intelligence in IVA/VAs in the contact center  and emerging uses in the enterprise
  • Low-code/no-code design environments and the tools to support intelligent self-service  and automation
  • How IVAs are being used to deliver context-sensitive self-service that results in an  enhanced and personalized CX
  • A look at how the real-time guidance/next best-action capabilities of VAs deliver a  new and much more positive and practical approach to coaching and engaging agents
  • IVA vendor market activity
  • Review of the IVA competitive landscape, including the technology sectors that are  developing AI-based IVA/VA solutions; an overview of the 4 featured IVA vendors, their  product offerings and packaged solutions
  • Detailed side-by-side comparative analysis of the technical and functional capabilities of  the 4 featured IVA/VA solutions
  • Implementation analysis, including vendor methodology, time frames, best practices,  professional services, training/workshops, and resources required to implement and  maintain each featured solution
  • IVA benefits and return-on-investment (ROI) analysis
  • IVA/VA vendor pricing structure
  • Results of DMG’s comprehensive customer satisfaction survey, which ranks vendors based  on customer satisfaction across 10 vendor categories, 6 product capabilities, 5 customer facing IVA capabilities, 6 agent-facing VA capabilities, and 6 effectiveness categories
  • Detailed company reports for the 4 featured IVA/VA vendors, analyzing product  functionality and near-term product roadmap deliverables
  • IVA Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. What is Intelligent Self-Service?
    • 4.1 Intelligent Virtual Agents Defined
    • 4.2 Virtual Assistants Defined
    • 4.3 Intelligent Virtual Agents vs. Interactive Voice Response
    • 4.4 Intelligent Virtual Agents/Virtual Assistants vs. Robotic Process Automation
  5. Intelligent Virtual Agent/Virtual Assistant Trends and Challenges
    • 5.1 Trends for the IVA/VA Market
    • 5.2 Challenges for the IVA/VA Market
  6. Intelligent Virtual Agent/Virtual Assistant Market Innovation
    • 6.1 New Product Features
    • 6.2 Future Enhancements
  7. Artificial Intelligence in the Contact Center
    • 7.1 Artificial Intelligence Components in IVAs/VAs
    • 7.2 Uses and Practical Application of Artificial Intelligence in Intelligent Virtual Agents
    • 7.3 Uses and Practical Application of Artificial Intelligence in Virtual Assistants
    • 7.4 Enterprise IVA/VA Applications
  8. Intelligent Self-Service by Design
    • 8.1 Artificial Intelligence, IVA/VAs + Robotic Process Automation = Intelligent Automation
  9. Personalizing the Self-Service Experience
  10. Real-Time Guidance – Help at the Ready
  11. Intelligent Virtual Agent/Virtual Assistant Market Activity Analysis
  12. Intelligent Virtual Agent/Virtual Assistant Market Projections
  13. Intelligent Virtual Agent/Virtual Assistant Competitive Landscape
    • 13.1 Intelligent Virtual Agent/Virtual Assistant Company Snapshot
    • 13.2 Intelligent Virtual Agent/Virtual Assistant Vendor Offerings and Products
  14. Intelligent Virtual Agent/Virtual Assistant Technical and Functional Analysis
    • 14.1 High-Level Technical Analysis
      • 14.1.1 Integration
      • 14.1.2 Security and Compliance
    • 14.2 Intelligent Virtual Agent/Virtual Assistant High-Level Functional Analysis
      • 14.2.1 Dashboards, Reporting and KPIs
  15. Intelligent Virtual Agent/Virtual Assistant Implementation Analysis
  16. Intelligent Virtual Agent/Virtual Assistant Benefits and Return on Investment
  17. Intelligent Virtual Agent/Virtual Assistant Pricing Structure
  18. Intelligent Virtual Agent/Virtual Assistant Vendor Satisfaction Analysis
    • 18.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 18.1.1 Vendor Satisfaction by Category and Customer
    • 18.2 Summary of Survey Findings and Analysis: Intelligent Virtual Agent/Virtual Assistant Capabilities
      • 18.2.1 Intelligent Virtual Agent/Virtual Assistant Capabilities Satisfaction, by Category and Customer
    • 18.3 Summary of Survey Findings and Analysis: Intelligent Virtual Agent Customer-Facing Capabilities
      • 18.3.1 Intelligent Virtual Agent Customer-Facing Capabilities Satisfaction, by Category and Customer
    • 18.4 Summary of Survey Findings and Analysis: Virtual Assistant Agent/Employee-Facing Capabilities
      • 18.4.1 Virtual Assistant Agent/Employee-Facing Capabilities Satisfaction, by Category and Customer
    • 18.5 Customer Background and Insights
      • 18.5.1 Channels Supported by Intelligent Virtual Agent/Virtual Assistants
      • 18.5.2 Other Enterprise Departments Using Intelligent Virtual Agents/Virtual Assistants
      • 18.5.3 Top 3 – 5 Intelligent Virtual Agent/Virtual Assistant Challenges
      • 18.5.4 Additional Comments
  19. Company Reports
    • 19.1 Five9, Inc.
    • 19.2 Kore.ai
    • 19.3 Omilia Natural Language Solutions Ltd.
    • 19.4 Verint Systems

Appendix: Intelligent Virtual Agent/Virtual Assistant Vendor Directory

Table of Figures

  • Figure 1: The IVA: Self-Service Concierge
  • Figure 2: Virtual Assistant
  • Figure 3: IVA vs. IVR
  • Figure 4: Robotic Process Automation
  • Figure 5: IVA/VA vs. RPA
  • Figure 6: IVA/VA Trends
  • Figure 7: IVA/VA Challenges
  • Figure 8: New Product Features, by Vendor
  • Figure 9: Future Enhancements, by Category
  • Figure 10: Data is the Key to a Successful AI Initiative
  • Figure 11: Technical Components Summary
  • Figure 12: Customer-Facing Intelligent Virtual Agent Applications
  • Figure 13: Agent/Employee-Facing Virtual Assistant Applications
  • Figure 14: Enterprise Use Cases
  • Figure 15: IVA Development Studio
  • Figure 16: Design and Content Development Environment
  • Figure 17: Robotic Process Automation (RPA)
  • Figure 18: Customer Experience (CX)
  • Figure 19: Real-Time Guidance
  • Figure 20: Agent/Employee Experience
  • Figure 21: IVA/VA Projections, based on Number of Customers, 2022 – 2026
  • Figure 22: IVA/VA Competitive Landscape
  • Figure 23: Company Information, as of December 31, 2021
  • Figure 24: Product Information
  • Figure 25: High-Level Technical Summary
  • Figure 26: Integration
  • Figure 27: Security and Compliance
  • Figure 28: High-Level Functional Capabilities
  • Figure 29: Dashboards, Reporting and KPIs
  • Figure 30: Implementation Analysis
  • Figure 31: IVA/VA Benefits and ROI
  • Figure 32: IVA/VA Pricing Structure
  • Figure 33: Customer Survey Rating Categories
  • Figure 34: Average Vendor Satisfaction Ratings, by Category
  • Figure 35: Product Satisfaction Ratings, by Customer
  • Figure 36: Implementation Satisfaction Ratings, by Customer
  • Figure 37: Training Satisfaction Ratings, by Customer
  • Figure 38: Professional Services Satisfaction Ratings, by Customer
  • Figure 39: Ongoing Service & Support Satisfaction Ratings, by Customer
  • Figure 40: Product Innovation Satisfaction Ratings, by Customer
  • Figure 41: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 42: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 43: Pricing Satisfaction Ratings, by Customer
  • Figure 44: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 45: Average Intelligent Virtual Agent/Virtual Assistant Capabilities Satisfaction Ratings, by Category
  • Figure 46: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 47: Multi-Lingual Capabilities Satisfaction Ratings, by Customer
  • Figure 48: Conversational Artificial Intelligence Capabilities Satisfaction Ratings, by Customer
  • Figure 49: Low/No Code Design and Development Environment Satisfaction Ratings, by Customer
  • Figure 50: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 51: Accuracy and Ongoing System Optimization Capabilities Satisfaction Ratings, by Customer
  • Figure 52: Average Customer-Facing Intelligent Virtual Agent Capabilities Satisfaction Ratings, by Category
  • Figure 53: Ability to Fully Automate Customer Inquiries without Needing a Live Agent Satisfaction Ratings, by Customer
  • Figure 54: Ability to Deliver an Outstanding Customer Experience Satisfaction Ratings, by Customer
  • Figure 55: Ability to Personalize the Customer Experience Satisfaction Ratings, by Customer
  • Figure 56: Ability to Maintain Context Across Multi-Modal Interactions Satisfaction Ratings, by Customer
  • Figure 57: Ability to Support Proactive Customer Outreach in the Customer’s Preferred Channel Satisfaction Ratings, by Customer
  • Figure 58: Average Agent/Employee-Facing Virtual Assistant Capabilities
  • Figure 60: Ability to Improve Agent/Employee Satisfaction/Engagement Satisfaction Ratings, by Customer
  • Figure 61: Ability to Reduce Training/Onboarding Time Satisfaction Ratings, by Customer
  • Figure 62: Ability to Kick Off Automated Functions without Human Intervention Satisfaction Ratings, by Customer
  • Figure 63: Ability to Proactively Deliver Context-Based Real-Time Guidance Satisfaction Ratings, by Customer
  • Figure 64: Ability to Instruct/Assist Agents/Employees with Internal Activities Satisfaction Ratings, by Customer
  • Figure 65: Channels Supported by the Intelligent Virtual Agents/Virtual Assistants
  • Figure 66: Enterprise Departments Using Intelligent Virtual Agents/Virtual Assistants
  • Figure 67: Top 3- 5 Challenges of your Intelligent Virtual Agents/Virtual Assistants
  • Figure 68: Additional Comments about your Experience with the Vendor and/or Product.
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