Aragon Research Globe™ for Conversational AI in the ICC Released

This comprehensive report delves into the offerings of 20 major providers that include conversational AI solutions native to their ICC offerings or providers with solutions focused exclusively for the ICC–addressing overarching trends identified by Aragon Research.

Aragon Research releases its second annual Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center (ICC). This comprehensive report delves into the offerings of 20 major providers that include conversational AI solutions native to their ICC offerings or providers with solutions focused exclusively for the ICC–addressing overarching trends identified by Aragon Research.

The era of low expectations for contact centre interactions is over, as users now demand swift and efficient issue resolution coupled with a high-quality personalised experience.

To meet these demands, an increasing number of Intelligent Contact Center providers are integrating conversational AI and generative AI technologies into their product offerings, employing a mix of organic development, acquisitions, and partnerships with relevant providers. Several technology providers are also tailoring solutions explicitly for the ICC, offering an enhanced Customer Experience (CX) that seamlessly integrates with diverse ICC offerings.

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“The integration of Generative AI along with the emergence of vector databases as the new standard for providing persistent memory to large language models and the pivotal role of personalization are driving exceptional customer experiences, in the Intelligent Contact Center,” elaborated Craig Kennedy, Senior Director of Research at Aragon Research.

The report also emphasises that the selection and implementation of conversational AI solutions should be driven by desired business outcomes rather than the technology itself. The ultimate goal is to achieve specific business objectives and enhance user experiences for immediate and future needs.

The report evaluates major providers, including:

AWS (Amazon Connect), Avaya, Balto, Cisco, Content Guru, Convoso, Cresta, Dialpad, Five9, Genesys, Google CCAI, Khoros, Microsoft, NICE CXone, RingCentral, Salesforce, ServiceNow, Talkdesk, Vonage, and 8×8.

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