2024–2025 Conversational AI Solutions for the Enterprise
Published September 5, 2024Conversational AI (CAI) solutions are more than just enhanced self-service; they include capabilities that elevate the customer and employee experience (CX/EX), increase productivity, and deliver the intelligence to support a continuous improvement process. The timing could not be better for these applications, as self-service is increasingly becoming the preferred method of service for consumers around the world.
Detailed and comprehensive coverage of this dynamic and growing sector
DMG Consulting’s 2024 – 2025 Conversational AI Solutions for the Enterprise report examines the CAI market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. The Report features five vendors who offer conversational AI platforms to address service- and contact center-related functions: Cognigy, IntelePeer, Kore.ai, SESTEK, and Verint Systems.
RFP Q&As prospects need to identify and select the right CAI solution
Side-by-side comparative analyses of 170+ RFP questions and vendor responses enable end-users seeking a conversational AI solution to easily compare the most important features for their contact center’s success. (Vendor responses have been carefully reviewed and vetted by DMG’s team of leading contact center technology and operations experts during in-depth live product demonstrations.)
The report’s side-by-side analyses compare a wide range of information, including:
- AI and Generative AI Technologies in CAI Solutions
- CAI Design and Orchestration Environment
- Customer-Facing CAI
- Agent-/Employee-Facing Virtual Assistant
- Real-Time Guidance Capabilities
- Transcription
- Automated Post-Interaction Summarization
- Security and Compliance
- Business Intelligence, Reporting, and Dashboards
- Implementation Analysis
- And much more…
Use DMG’s Conversational AI Solutions for the Enterprise report as your RFP to select the best CAI solution and partner for your organization. DMG can also help you identify the three best vendors to meet your CAI needs or even run your technology selection process for you. Contact us to learn more!
- Executive Summary
- Introduction
- DMG Consulting Research Methodology
- 3.1 Report Participation Criteria
- Conversational AI Defined
- Conversational AI Trends and Challenges
- 5.1 Conversational AI Trends
- 5.2 Conversational AI Challenges
- Conversational AI Market Innovation
- 6.1 New Features
- 6.2 Emerging Capabilities
- Conversational AI: The New Standard for Creating Extraordinary Self-Service Experiences
- Self-Service by Design
- Engaging Conversations: Leveraging Conversational AI to Improve the CX
- Agent Assist
- 10.1 Real-Time Guidance
- 10.2 Virtual Assistants
- Closing the Loop: Quality Management and Self-Improvement
- 11.1 Transcription
- 11.2 Automated Post-Interaction Summarization
- Conversational AI Market Activity and Projections
- Conversational AI Competitive Landscape
- 13.1 Company Snapshot
- 13.2 Product Overview
- Conversational AI Functional Analysis
- 14.1 High-Level Functional Analysis
- 14.2 Security and Compliance
- 14.3 Business Intelligence, Reporting, and Dashboards
- Conversational AI Implementation Analysis
- 15.1 Integration
- Pricing Structure
- Conversational AI Vendor Satisfaction Survey Analysis
- 17.1 Summary of Survey Findings and Analysis: Vendor Satisfaction
- 17.1.1 Vendor Satisfaction, by Category and Customer
- 17.2 Summary of Survey Findings and Analysis: Functional Capabilities
- 17.2.1 Functional Capabilities Satisfaction, by Category and Customer
- 17.3 Summary of Survey Findings and Analysis: Product Features
- 17.3.1 Product Features Satisfaction, by Category and Customer
- 17.4 Summary of Survey Findings and Analysis: Solution Capabilities
- 17.4.1 Solution Capabilities Satisfaction by Category and Customer
- 17.5 Customer Insights
- 17.5.1 Top – 5 Most Liked Features of the CAI Solution
- 17.5.2 Top 3 – 5 Pain Points of the CAI Solution
- 17.5.3 Additional Comments
- 17.1 Summary of Survey Findings and Analysis: Vendor Satisfaction
- Company Reports
- 18.1 Cognigy
- 18.2 IntelePeer
- 18.3 Kore.ai
- 18.4 SESTEK
- 18.5 Verint Systems
Appendix: Conversational AI Vendor Directory
Table of Figures
- Figure 1: Self-Service: GenAI-Enabled Conversational AI Solutions
- Figure 2: 2024 CAI Trends
- Figure 3: 2024 CAI Challenges
- Figure 4: New Product Features, by Vendor
- Figure 5: Future Enhancements, by Category
- Figure 6: AI and Generative AI Technologies in CAI Solutions
- Figure 7: Artificial Intelligence (AI) and Generative AI
- Figure 8: CAI Design and Orchestration Environment
- Figure 9: Customer-Facing CAI
- Figure 10: Real-Time Guidance in Action
- Figure 11: Real-Time Guidance Capabilities
- Figure 12: Agent/Employee-Facing Virtual Assistant
- Figure 13: Agent-Facing Virtual Assistant (VA)
- Figure 14: CAI Quality Management and Drop-Out Analysis
- Figure 15: Transcription
- Figure 16: Transcription
- Figure 17: Automated Post-Interaction Summarization
- Figure 18: Automated Post-Interaction Summarization
- Figure 19: CAI Revenue Projections, 2025 – 2029
- Figure 20: CAI Competitive Landscape
- Figure 21: Company Information, as of April 30, 2024
- Figure 22: Product Information
- Figure 23: High-Level Functional Capabilities
- Figure 24: Security and Compliance
- Figure 25: Business Intelligence, Reporting, and Dashboards
- Figure 26: Implementation Analysis
- Figure 27: Integration
- Figure 28: Pricing Structure
- Figure 29: Customer Survey Rating Categories
- Figure 30: Average Vendor Satisfaction Ratings, by Category
- Figure 31: Intent Identification Satisfaction Ratings, by Customer
- Figure 32: Implementation Satisfaction Ratings, by Customer
- Figure 33: Training Satisfaction Ratings, by Customer
- Figure 34: Professional Services Satisfaction Ratings, by Customer
- Figure 35: Ongoing Service and Support Satisfaction Ratings, by Customer
- Figure 36: Product Innovation Satisfaction Ratings, by Customer
- Figure 37: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
- Figure 38: Vendor Communication Satisfaction Ratings, by Customer
- Figure 39: System Reliability Satisfaction Ratings, by Customer
- Figure 40: Pricing Satisfaction Ratings, by Customer
- Figure 41: Overall Vendor Satisfaction Ratings, by Customer
- Figure 42: Average Functional Capabilities Satisfaction Ratings, by Category
- Figure 43: Customer-Facing Conversational AI Self-Service Satisfaction Ratings, by Customer
- Figure 44: Omnichannel Capabilities Satisfaction Ratings, by Customer
- Figure 45: Multilingual Capabilities Satisfaction Ratings, by Customer
- Figure 46: Knowledgebase/Knowledge Management Satisfaction Ratings, by Customer
- Figure 47: Real-Time Agent Guidance Satisfaction Ratings, by Customer
- Figure 48: Transcription Satisfaction Ratings, by Customer
- Figure 49: Automated Post-Interaction Summarization Satisfaction Ratings, by Customer
- Figure 50: BI/Reporting Satisfaction Ratings, by Customer
- Figure 51: Average Product Features Satisfaction Ratings, by Category
- Figure 52: Low/No Code Design and Development Environment Satisfaction Ratings, by Customer
- Figure 53: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
- Figure 54: AI/Generative AI Satisfaction Ratings, by Customer
- Figure 55: Naturalness of the Conversation Satisfaction Ratings, by Customer
- Figure 56: System Accuracy and Effectiveness Satisfaction Ratings, by Customer
- Figure 57: Security and Compliance Satisfaction Ratings, by Customer
- Figure 58: Average Solution Capabilities Satisfaction Ratings, by Category
- Figure 59: Automate Inquiries Without Escalation to an Agent Satisfaction Ratings, by Customer
- Figure 60: Access Information from Internal and External Sources Satisfaction Ratings, by Customer
- Figure 61: Kick-Off Automated Functions or Workflows Satisfaction Ratings, by Customer
- Figure 62: Identify New Intents and Source, Recommend, or Generate Responses Satisfaction Ratings, by Customer
- Figure 63: Improve the Customer or Agent Experience Satisfaction Ratings, by Customer
- Figure 64: Provide a Consistent Customer or Agent Experience Across All Channels Satisfaction Ratings, by Customer
- Figure 65: Reduce Operating Costs Satisfaction Ratings, by Customer
- Figure 66: Top 3 – 5 Most Liked Features of Their CAI Solution
- Figure 67: Top 3 – 5 Pain Points of the CAI Solution
- Figure 68: Additional Comments about your Experience with the Vendor and/or Product.