Organizations are turning to conversational AI (CAI) to improve support experiences, but adoption is often harder than expected. Success depends on aligning CAI initiatives with clear business goals like reducing resolution time and improving satisfaction. Buyers must choose from a fast-evolving landscape of tools, including model toolboxes, no-code platforms, and vendor-managed solutions. Selection should reflect current needs, available resources, and plans for future expansion. This report helps buyers navigate the market and make informed decisions to ensure that CAI delivers measurable value.