Gartner Research

Market Guide for Virtual Customer Assistants

Published: 23 November 2016

ID: G00291810

Analyst(s): Brian Manusama


Improved natural-language processing, the hype of chatbots on mobile devices and consumer acceptance of robotic technology have made application leaders aware of virtual customer assistants. We look at 18 vendors that represent more than 75% of VCA revenue, currently estimated at $450 million.

Table Of Contents

Market Definition

Market Direction

  • Evolution of the VCA
    • Current Types of VCA

Market Analysis

Representative Vendors

  • [24]7
  • Aivo
  • Artificial Solutions
  • Creative Virtual
  • CX Company
  • DigitalGenius
  • eGain
  • IBM
  • iDAvatars (CodeBaby)
  • Inbenta
  • Interactions
  • IPsoft
  • Kasisto
  • Next IT
  • noHold
  • Nuance
  • Pat Group
  • Xiaoi

Market Recommendations

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