New Wave Report

The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019

The 14 Providers That Matter Most And How They Stack Up

June 11th, 2019
With contributors:
Daniel Hong , Sarah Dawson , Sara Sjoblom , Diane Lynch


In Forrester's evaluation of the emerging market for conversational AI for customer service, we identified the 14 most significant providers in the category — [24], Aivo, Avaamo, Cognigy, eGain, Inbenta Technologies, Interactions, IPsoft,, LogMeIn, Nuance Communications, Omilia, Salesforce, and Verint— and evaluated them. This report details our findings about how well each vendor scored against 10 criteria and where they stand in relation to each other. Customer service application professionals can use this review to select the right partner for their conversational AI needs.

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