2025–2026 Conversational AI Solutions for the Enterprise

Published May 19, 2025

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May 19, 2025

Conversational artificial intelligence (CAI) has become a cornerstone of transformative customer and employee experiences (CX/EX), reshaping how enterprises operate and innovate. As organizations proceed mindfully with their AI initiatives, CAI stands out as a game-changer for delivering quantifiable benefits, elevating productivity, optimizing operations, and fostering hyper-personalized, adaptable customer engagement at scale. With advancements in AI, multimodal capabilities, and autonomous orchestration, the possibilities for CAI solutions are only beginning to unfold.

Balancing innovation with operational practicality

The CAI market is poised for rapid growth, fueled by organizations’ increasing reliance on AI for intelligent self-service and automation. The potential demand for CAI solutions spans industries and business activities as organizations in healthcare, finance, insurance, retail, travel and entertainment, and more replace outdated interactive voice response (IVR) systems, expand self-service functionality across digital channels, and integrate CAI tools into broader enterprise operations. Intelligent agent-facing features, such as human-in-the-loop escalation mechanisms, live translations, real-time guidance (RTG), and automated post-interaction summarization, optimize agent-assisted workflows and bridge the gap between automation and human oversight. These strategic deliverables highlight CAI’s ability to balance innovation with operational practicality, providing organizations in all verticals with the tools to transform the CX and EX.

Detailed and comprehensive coverage of this dynamic and growing sector

DMG’s 2025 – 2026 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 six vendors who offer conversational AI platforms to address service- and contact center-related functions: Cognigy, IntelePeer, SESTEK, Teneo, UJET, 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 analyses compare a wide range of information, including:

Artificial Intelligence (AI) and Generative AI
High-Level Technical Analysis
CAI Design and Orchestration Environment
Customer-Facing CAI
Real-Time Guidance (RTG)/Next-Best-Action (NBA) Capabilities
Transcription
Automated Post-Interaction Summarization
CAI Quality Management and Oversight
Implementation Analysis
Integration
Security and Compliance
And much more…

Use DMG’s Conversational AI Solutions for the Enterprise report as your RFP to select the best CAI solution and partner to meet your current and future needs. 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!

Check out two example RFP questions and vendor answers

Executive Summary
Introduction
DMG Consulting Research Methodology
- 3.1 Report Participation Criteria
Conversational AI Defined
- 4.1 Conversational AI High-Level Functional Capabilities
Conversational AI Market Trends and Challenges
Conversational AI Market Innovation
- 6.1 New Features
- 6.2 Emerging Capabilities
AI, GenAI, and Agentic AI: Transforming the Self-Service Experience
- 7.1 High-Level Technical Analysis
Architecting the CX: Conversational AI Design and Orchestration
Conversational AI Delivers Intelligent, Personalized, and Effortless Experiences to Customers and Agents
- 9.1 Customer Self-Service
- 9.2 Agent Augmentation
  - 9.2.1 Real-Time Guidance/Next-Best-Action/Virtual Assistants
  - 9.2.2 Transcription
  - 9.2.3 Automated Post-Interaction Summarization
A Cycle of Continuous Improvement and Success
Conversational AI Market Activity and Projections
Conversational AI Competitive Landscape
- 12.1 Company Snapshot
Conversational AI Implementation Analysis
- 13.1 Integration
- 13.2 Security and Compliance
Pricing Structure
Conversational AI Vendor Satisfaction Survey Analysis
- 15.1 Summary of Survey Findings and Analysis: Vendor Satisfaction
  - 15.1.1 Vendor Satisfaction, by Category and Customer
- 15.2 Summary of Survey Findings and Analysis: Functional Capabilities
  - 15.2.1 Functional Capabilities Satisfaction, by Category and Customer
- 15.3 Summary of Survey Findings and Analysis: Product Performance
  - 15.3.1 Product Performance Satisfaction, by Category and Customer
- 15.4 Customer Insights
  - 15.4.1 Top 3 – 5 Most Liked CAI Solution Features
  - 15.4.2 Top 3 – 5 Challenges of the CAI Solution
  - 15.4.3 Additional Comments
Company Reports
- 16.1 Cognigy
- 16.2 IntelePeer
- 16.3 SESTEK
- 16.4 Teneo.ai
- 16.5 UJET
- 16.6 Verint Systems

Appendix: Conversational AI Vendor Directory

Table of Figures

Figure 1: Self-Service: GenAI-Enabled Conversational AI Solutions
Figure 2: High-Level Product Information and Functional Summary
Figure 3: 2025 Conversational AI Market Trends
Figure 4: 2025 Conversational AI Market Challenges
Figure 5: New Product Features, by Vendor
Figure 6: Future Enhancements, by Category
Figure 7.1: Artificial Intelligence (AI) and Generative AI
Figure 7.2: Artificial Intelligence (AI) and Generative AI
Figure 8.1: High-Level Technical Analysis
Figure 8.2: High-Level Technical Analysis
Figure 9.1: CAI Design and Orchestration Environment
Figure 9.2: CAI Design and Orchestration Environment
Figure 10.1: Customer-Facing CAI
Figure 10.2: Customer-Facing CAI
Figure 11.1: Real-Time Guidance (RTG)/Next-Best-Action (NBA) Capabilities
Figure 11.2: Real-Time Guidance (RTG)/Next-Best-Action (NBA) Capabilities
Figure 12.1: Transcription
Figure 12.2: Transcription
Figure 13: Automated Post-Interaction Summarization
Figure 14.1: Automated Post-Interaction Summarization
Figure 14.2: Automated Post-Interaction Summarization
Figure 15.1: CAI Quality Management and Oversight
Figure 15.2: CAI Quality Management and Oversight
Figure 16: CAI Revenue Projections, 2025 – 2029
Figure 17: CAI Competitive Landscape
Figure 18.1: Company Information, as of March 31, 2025
Figure 18.2: Company Information, as of March 31, 2025
Figure 19.1: Implementation Analysis
Figure 19.2: Implementation Analysis
Figure 20.1: Integration
Figure 20.2: Integration
Figure 21.1: Security and Compliance
Figure 21.2: Security and Compliance
Figure 22.1: Pricing Structure
Figure 22.2: Pricing Structure
Figure 23: Customer Survey Rating Categories
Figure 24: Average Vendor Satisfaction Ratings, by Category
Figure 25: Implementation Satisfaction Ratings, by Customer
Figure 26: Training Satisfaction Ratings, by Customer
Figure 27: Professional Services Satisfaction Ratings, by Customer
Figure 28: Ongoing Service and Support/Managed Services Satisfaction Ratings, by Customer
Figure 29: Product Innovation Satisfaction Ratings, by Customer
Figure 30: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 31: Vendor Communication Satisfaction Ratings, by Customer
Figure 32: Pricing Satisfaction Ratings, by Customer
Figure 33: Overall Vendor Satisfaction Ratings, by Customer
Figure 34: Average Functional Capabilities Satisfaction Ratings, by Category
Figure 35: AI/GenAI/Agentic AI Satisfaction Ratings, by Customer
Figure 36: Design and Orchestration Environment Satisfaction Ratings, by Customer
Figure 37: Customer-Facing Conversational AI Self-Service Satisfaction Ratings, by Customer
Figure 38: Knowledgebase/Knowledge Management Satisfaction Ratings, by Customer
Figure 39: Real-Time Agent Guidance/Next-Best-Action Satisfaction Ratings, by Customer
Figure 40: Transcription Satisfaction Ratings, by Customer
Figure 41: Automated Post-Interaction Summarization Satisfaction Ratings, by Customer
Figure 42: Guardrails Satisfaction Ratings, by Customer
Figure 43: Security and Compliance Satisfaction Ratings, by Customer
Figure 44: Reporting/Analytics for Measuring CAI Performance Satisfaction Ratings, by Customer
Figure 45: System Reliability Satisfaction Ratings, by Customer
Figure 46: Ease of Integration with Third-Party Solutions Satisfaction Ratings, by Customer
Figure 47: Average Product Performance Satisfaction Ratings, by Category
Figure 48: Automatically and Accurately Identify Recommendations for Intents and Source or Generate Content Satisfaction Ratings, by Customer
Figure 49: Automate Inquiries Without Escalation to an Agent Satisfaction Ratings, by Customer
Figure 50: Access Context-Relevant Information from Internal and External Sources Satisfaction Ratings, by Customer
Figure 51: Kick-off Automated Functions or Workflow Satisfaction Ratings, by Customer
Figure 52: Improve the Customer or Agent Experience Satisfaction Ratings, by Customer
Figure 53: Provide a Consistent User Experience Across All Channels Satisfaction Ratings, by Customer
Figure 54: Top 3 – 5 Most Liked Features of Their CAI Solution
Figure 55: Top 3 – 5 Challenges of the CAI Solution
Figure 56: Additional Comments about your Experience with the Vendor and/or Product.

2025–2026 Conversational AI Solutions for the Enterprise

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