Gartner Research

Critical Capabilities for Enterprise Conversational AI Platforms

Published: 13 March 2023


Capabilities of enterprise conversational AI platforms are evolving to offer more domain-specific modules, broader multilingual support and wider-ranging integration options. This research helps application leaders choose the offerings that fit their requirements from a range of 19 vendors.

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Key Findings
  • Organizations demand more domain- and industry-specific conversational AI solutions incorporating a broader set of prebuilt modules that improve implementation timelines and business outcomes.

  • Emerging markets represent a largely unexplored frontier for conversational AI, where common challenges include the complexity of multilingual environments and the understanding of local needs in terms of, for example, channels and customer experience (CX).

  • Customer-facing use cases for chatbots are evolving toward the incorporation of more omnichannel user journeys and dependencies on a diverse range of natural language processing (NLP) and automation technologies, such as voice biometric authentication, robotic processing automation (RPA) or intelligent document processing

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  • [24]
  • Aisera
  • Amazon Web Services
  • Amelia
  • Avaamo
  • Cognigy
  • eGain
  • Google
  • IBM
  • Inbenta
  • Laiye
  • Omilia
  • Sinch
  • Sprinklr
  • Channels
  • Voice
  • Natural Language Understanding
  • Dialogue Management
  • Back-End Integrations
  • Agent Escalations
  • Analytics, Continuous Improvements
  • Bot Orchestration
  • Life Cycle Management
  • Enterprise Administration
  • Deployment Options
  • Self-Service Chatbots
  • Multilingual Chatbot Initiatives
  • ITSM/HR Virtual Assistants
  • Contact Center Automation
  • Orchestration of Multiple Employee-Facing Bots

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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.

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