The Forrester Wave™: Conversational AI For Customer Service, Q2 2024
Vendors or products added in this year’s report may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were added in this report.
Vendors or products dropped from one year to the next may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were dropped in this report.
This is a Q2 2024 evaluation of conversational AI for customer service providers. The market has been significantly impacted by the adoption of Large Language Models (LLMs) and generative AI (genAI). Vendors spent 2023 completely reinventing their products to embrace these new technologies. The evaluation focuses on how vendors orchestrate multiple AI assets to deliver smarter, more useful chatbots and intelligent virtual assistants (IVAs).
A: Vendors may appear one year and not the next based on several factors: meeting the inclusion criteria (at least $20 million in revenue from conversational AI solutions for customer service, complete standalone solutions, strong focus on customer service users, and Forrester client mindshare), their willingness to participate in the evaluation process, changes in their strategic focus or market positioning, or shifts in the vendor landscape due to acquisitions, market exits, or significant pivots in business strategy. The evaluation uses materials provided by March 27, 2024, and vendors that declined or only partially participated are scored according to Forrester's vendor participation policy.