3. Research Methodology
3.1 Report Participation Criteria
5. Conversational AI Trends and Challenges
5.1 Conversational AI Trends
5.2 Conversational AI Challenges
6. Conversational AI Market Innovation
6.1 New Features
6.2 Emerging Capabilities
10. Agent Assist
10.1 Real-Time Guidance
10.2 Virtual Assistants
11. Closing the Loop: Quality Management and Self-Improvement
11.1 Transcription
11.2 Automated Post-Interaction Summarization
13. Conversational AI Competitive Landscape
13.1 Company Snapshot
13.2 Product Overview
14. Conversational AI Functional Analysis
14.1 High-Level Functional Analysis
14.2 Security and Compliance
14.3 Business Intelligence, Reporting, and Dashboards
15. Conversational AI Implementation Analysis
15.1 Integration
17. Conversational AI Vendor Satisfaction Survey Analysis
17.1 Summary of Survey Findings and Analysis: Vendor Satisfaction
17.1.1 Vendor Satisfaction, by Category and Customer
17.2 Summary of Survey Findings and Analysis: Functional Capabilities
17.2.1 Functional Capabilities Satisfaction, by Category and Customer
17.3 Summary of Survey Findings and Analysis: Product Features
17.3.1 Product Features Satisfaction, by Category and Customer
17.4 Summary of Survey Findings and Analysis: Solution Capabilities
17.4.1 Solution Capabilities Satisfaction by Category and Customer
17.5 Customer Insights
17.5.1 Top - 5 Most Liked Features of the CAI Solution
17.5.2 Top 3 - 5 Pain Points of the CAI Solution
17.5.3 Additional Comments
18. Company Reports
18.1 Cognigy
18.2 IntelePeer
18.3 Kore.ai
18.4 SESTEK
18.5 Verint Systems
Table of Figures
Figure 1: Self-Service: GenAI-Enabled Conversational AI Solutions
Figure 2: 2024 CAI Trends
Figure 3: 2024 CAI Challenges
Figure 4: New Product Features, by Vendor
Figure 5: Future Enhancements, by Category
Figure 6: AI and Generative AI Technologies in CAI Solutions
Figure 7: Artificial Intelligence (AI) and Generative AI
Figure 8: CAI Design and Orchestration Environment
Figure 9: Customer-Facing CAI
Figure 10: Real-Time Guidance in Action
Figure 11: Real-Time Guidance Capabilities
Figure 12: Agent/Employee-Facing Virtual Assistant
Figure 13: Agent-Facing Virtual Assistant (VA)
Figure 14: CAI Quality Management and Drop-Out Analysis
Figure 15: Transcription
Figure 16: Transcription
Figure 17: Automated Post-Interaction Summarization
Figure 18: Automated Post-Interaction Summarization
Figure 19: CAI Revenue Projections, 2025 - 2029
Figure 20: CAI Competitive Landscape
Figure 21: Company Information, as of April 30, 2024
Figure 22: Product Information
Figure 23: High-Level Functional Capabilities
Figure 24: Security and Compliance
Figure 25: Business Intelligence, Reporting, and Dashboards
Figure 26: Implementation Analysis
Figure 27: Integration
Figure 28: Pricing Structure
Figure 29: Customer Survey Rating Categories
Figure 30: Average Vendor Satisfaction Ratings, by Category
Figure 31: Intent Identification Satisfaction Ratings, by Customer
Figure 32: Implementation Satisfaction Ratings, by Customer
Figure 33: Training Satisfaction Ratings, by Customer
Figure 34: Professional Services Satisfaction Ratings, by Customer
Figure 35: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 36: Product Innovation Satisfaction Ratings, by Customer
Figure 37: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 38: Vendor Communication Satisfaction Ratings, by Customer
Figure 39: System Reliability Satisfaction Ratings, by Customer
Figure 40: Pricing Satisfaction Ratings, by Customer
Figure 41: Overall Vendor Satisfaction Ratings, by Customer
Figure 42: Average Functional Capabilities Satisfaction Ratings, by Category
Figure 43: Customer-Facing Conversational AI Self-Service Satisfaction Ratings, by Customer
Figure 44: Omnichannel Capabilities Satisfaction Ratings, by Customer
Figure 45: Multilingual Capabilities Satisfaction Ratings, by Customer
Figure 46: Knowledgebase/Knowledge Management Satisfaction Ratings, by Customer
Figure 47: Real-Time Agent Guidance Satisfaction Ratings, by Customer
Figure 48: Transcription Satisfaction Ratings, by Customer
Figure 49: Automated Post-Interaction Summarization Satisfaction Ratings, by Customer
Figure 50: BI/Reporting Satisfaction Ratings, by Customer
Figure 51: Average Product Features Satisfaction Ratings, by Category
Figure 52: Low/No Code Design and Development Environment Satisfaction Ratings, by Customer
Figure 53: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 54: AI/Generative AI Satisfaction Ratings, by Customer
Figure 55: Naturalness of the Conversation Satisfaction Ratings, by Customer
Figure 56: System Accuracy and Effectiveness Satisfaction Ratings, by Customer
Figure 57: Security and Compliance Satisfaction Ratings, by Customer
Figure 58: Average Solution Capabilities Satisfaction Ratings, by Category
Figure 59: Automate Inquiries Without Escalation to an Agent Satisfaction Ratings, by Customer
Figure 60: Access Information from Internal and External Sources Satisfaction Ratings, by Customer
Figure 61: Kick-Off Automated Functions or Workflows Satisfaction Ratings, by Customer
Figure 62: Identify New Intents and Source, Recommend, or Generate Responses Satisfaction Ratings, by Customer
Figure 63: Improve the Customer or Agent Experience Satisfaction Ratings, by Customer
Figure 64: Provide a Consistent Customer or Agent Experience Across All Channels Satisfaction Ratings, by Customer
Figure 65: Reduce Operating Costs Satisfaction Ratings, by Customer
Figure 66: Top 3 - 5 Most Liked Features of Their CAI Solution
Figure 67: Top 3 - 5 Pain Points of the CAI Solution
Figure 68: Additional Comments about your Experience with the Vendor and/or Product.
