Gartner Research

Market Guide for Virtual Customer Assistants

Summary

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]7.ai
    • Artificial Solutions
    • boost.ai
    • Creative Virtual
    • CX Company
    • DigitalGenius
    • eGain
    • idAvatars
    • Inbenta
    • Interactions
    • IPsoft
    • IBM
    • Kore.ai
    • LogMeIn
    • Microsoft
    • noHold
    • Nuance
    • OWI
    • Servicefriend
    • Verint Next IT

Market Recommendations

Gartner Recommended Reading

Related Content

Research

How IT Can Strengthen Customer Experience Governance

Gartner explains how IT can strengthen customer experience (CX) governance, along with application leaders supporting CX can bring unique skills from IT.

Learn More

Research

CRM Strategy and Customer Experience Primer for 2019

We outline our 2019 research plans for CRM and CX to help application leaders support these two different mission-critical priorities.

Learn More

Already a Gartner client?
Log In

Become a Client

This research is reserved for paying clients. Speak with a Gartner specialist to learn how you can access this research as a client, plus insights, advice and tools to help you achieve your goals.

Contact Information

All fields are required.

By clicking the "Submit" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Experience Information Technology conferences

Join your peers for the unveiling of the latest insights at Gartner conferences.

View Conferences

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.