Gartner Research

Critical Capabilities for Enterprise Conversational AI Platforms

Published: 21 March 2022


The capabilities of enterprise conversational AI platforms are evolving quickly. Application leaders in charge of conversational AI need to evaluate vendors beyond natural language understanding and dialogue management, and this research helps evaluate 21 platforms across 14 critical capabilities.

Included in Full Research


Key Findings
  • Equally important to core capabilities in language understanding and dialogue management is the ability to operationalize usage of these capabilities in no-code tooling within business units.

  • Predefined language models with intents and entities,together with templated dialogue and prebuilt integrations for industry and domain use cases, greatly accelerate development times.

  • Platforms are still emerging and subject to highly varied evaluation criteria. Different clients will thus have more varied and different shortlists, based on the best fit for their unique criteria.


Application leaders responsible for enterprise conversational AI initiatives:

  • Evaluate a platform’s potential to achieve your business goals, including how much effort, competence

Clients can log in to view the entire document.

  • [24]
  • Aisera
  • Aivo
  • Amazon Web Services
  • Amelia
  • Avaamo
  • Cognigy
  • Google
  • IBM
  • Omilia
  • Oracle
  • Rasa
  • Senseforth
  • Sinch
  • SmarTek21
  • Verint
  • Channel Integration
  • Natural Language Understanding
  • Voice Capabilities
  • Dialogue Management
  • Back-End Integration
  • Agent Escalation
  • Continuous Improvement
  • Analytics and Testing
  • Bot Orchestration
  • Life Cycle Management
  • Enterprise Administration
  • Customer Service
  • ITSM
  • HR/HCM
  • Customer Service
  • IT Service Desk
  • Human Resources
  • Voice Bot in Call Center
  • Orchestration of Multiple Employee-Facing Bots

Access Research

Already a Gartner client?

To view this research and much more, become a client.

Speak with a Gartner specialist to learn how you can access peer and practitioner research backed by proprietary data, insights, advice and tools to help you achieve stronger performance.

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

Critical Capabilities: A deeper look into provider offerings

How does a Critical Capabilities report work?

As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.

A Critical Capabilities report is more than just a diagram. You also get:

Sharper focus

Narrow down the product and service criteria most important to you.

Individualized use cases

Use interactive features to customize usage scenarios based on your organization’s unique needs.

Faster decision making

Use data to speed up provider selection and accelerate the procurement process.

A Gartner Critical Capabilities report is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster technology decisions to stay ahead of disruption and accelerate growth.

Pick the right provider with confidence

We use a Critical Capabilities report, the Magic Quadrant and more to ensure you select the best-fit provider to avoid the costly repercussions of a poor decision.

Align deal structures and optimize spend

We benchmark pricing against the market so you avoid unnecessary charges.

Reduce complexity and risk

We analyze contract terms and conditions to protect you against future price increases and unanticipated costs.

©2022 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.