TalkingPointz Research on Conversational AI
Last month, Gartner published a Magic Quadrant on Conversational AI Platforms. Gartner reported that over the past two years it has received over 3000 inquires on conversational AI. That made sense to me, after all, the entire CCaaS conversation is now centered around conversational AI. The technology is improving rapidly and has the ability to both lower costs and increase customer satisfaction.
However, the Gartner Magic Quadrant on Conversational AI didn't have much overlap with another Magic Quadrant from Gartner on CCaaS. Only one vendor is in both reports. That seemed strange.
The explanation for the discrepancy has to do the with the Inclusion Criteria of each report. These are the objective measures that determine which vendors are covered in a Magic Quadrant. The criteria were very different. However, the more I read both reports, and the more vendors I speak to, I expect these these reports will eventually merge. That the Inclusion Criteria will evolve to put ore emphasis on conversational AI platform capabilities and that Conversational AI platforms will put more emphasis on customer service use cases.
That's the gist of this 8 page TalkingPointz Research note. It's available exclusively to TalkingPointz Enterprise Subscribers.