Gartner Research

Market Guide for Virtual Customer Assistants

Published: 11 July 2019

ID: G00349067

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


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.

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

Market Recommendations

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