The Forrester Wave™: Conversational AI Platforms For Customer Service, Q2 2026
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.
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.
The Forrester Wave evaluation is an assessment of the top vendors in the market; it doesn't represent the entire vendor landscape. Conversational AI platforms for customer service customers may be familiar with or considering Salesforce, which was not evaluated in this report because Agentforce provides powerful conversational AI for customer service functionality to existing Salesforce customers but is not generally considered for customers looking for a standalone conversational AI for customer service product.
A: Vendors may appear or not appear in evaluations based on inclusion criteria. For this evaluation, vendors needed to have: 1) Broad, enterprise-level support with a demonstrated track record for supporting large enterprises, 2) A conversational AI solution targeted at the customer service market, 3) A solution available for purchase as a standalone product that is frequently adopted, 4) Substantial revenue in the market (at least $35 million in annual revenue from the conversational AI for customer service product in the last four quarters), and 5) Mindshare among Forrester's enterprise clients. Vendors that met the defined inclusion criteria but declined to participate in or contributed only partially to the evaluation are scored in accordance with Forrester's vendor participation policy and their positioning is published along with those of the participating vendors.