The Forrester Wave™: Conversational AI Platforms For Employee Services, Q3 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.
Amazon Web Services and Google were not included in this evaluation due to shifts in their product strategies from employee services. However, both vendors introduced new CAI platforms after the window for inclusion in this edition of the Forrester Wave closed. These vendors are noted as ones that CAI platforms for employee services customers may be familiar with or considering.
A: Vendors that declined to participate in the full Forrester Wave evaluation process (HCLSoftware, IBM, and Microsoft) were still scored using primary and secondary research, public information, data gathered via briefings, and independently sourced customer interviews. Forrester may ask these vendors for abbreviated briefings and/or reference customers, and may rely on estimates for scoring. Amazon Web Services and Google were not included due to product strategy shifts, but introduced new platforms after the evaluation window closed, making them notable for future consideration.