Gartner Research

Market Guide for Virtual Customer Assistants


VCAs across channels allow more-personalized customer conversations, improved extreme self-service, and for predictive models to augment existing tools. Application leaders supporting CRM and CX must consider different VCA capabilities and what to ask of vendors for such initiatives.

Published: 11 July 2019

ID: G00349067

Analyst(s): Brian Manusama Bern Elliot Magnus Revang Anthony Mullen

Table Of Contents

Market Definition

  • Market Description

Market Direction

Market Analysis

  • Industry Coverage
  • Regional Split
  • Pricing Models
  • Cloud Versus On-Premises

Representative Vendors

  • Market Introduction
  • Vendor Profiles
    • [24]
    • Artificial Solutions
    • Creative Virtual
    • CX Company
    • DigitalGenius
    • eGain
    • idAvatars
    • Inbenta
    • Interactions
    • IPsoft
    • IBM
    • LogMeIn
    • Microsoft
    • noHold
    • Nuance
    • OWI
    • Servicefriend
    • Verint Next IT

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