2024–2025 Conversational AI Solutions for the Enterprise

Published September 5, 2024

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Conversational AI (CAI) solutions are more than just enhanced self-service; they include capabilities that elevate the customer and employee experience (CX/EX), increase productivity, and deliver the intelligence to support a continuous improvement process. The timing could not be better for these applications, as self-service is increasingly becoming the preferred method of service for consumers around the world.

Detailed and comprehensive coverage of this dynamic and growing sector

DMG Consulting’s 2024 – 2025 Conversational AI Solutions for the Enterprise report examines the CAI market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. The Report features five vendors who offer conversational AI platforms to address service- and contact center-related functions: Cognigy, IntelePeer, Kore.ai, SESTEK, and Verint Systems.

RFP Q&As prospects need to identify and select the right CAI solution

Side-by-side comparative analyses of 170+ RFP questions and vendor responses enable end-users seeking a conversational AI solution to easily compare the most important features for their contact center’s success. (Vendor responses have been carefully reviewed and vetted by DMG’s team of leading contact center technology and operations experts during in-depth live product demonstrations.)

The report’s side-by-side analyses compare a wide range of information, including:

AI and Generative AI Technologies in CAI Solutions
CAI Design and Orchestration Environment
Customer-Facing CAI
Agent-/Employee-Facing Virtual Assistant
Real-Time Guidance Capabilities
Transcription
Automated Post-Interaction Summarization
Security and Compliance
Business Intelligence, Reporting, and Dashboards
Implementation Analysis
And much more…

Use DMG’s Conversational AI Solutions for the Enterprise report as your RFP to select the best CAI solution and partner for your organization. DMG can also help you identify the three best vendors to meet your CAI needs or even run your technology selection process for you. Contact us to learn more!

Check out two example RFP questions and vendor answers

Executive Summary
Introduction
DMG Consulting Research Methodology
- 3.1 Report Participation Criteria
Conversational AI Defined
Conversational AI Trends and Challenges
- 5.1 Conversational AI Trends
- 5.2 Conversational AI Challenges
Conversational AI Market Innovation
- 6.1 New Features
- 6.2 Emerging Capabilities
Conversational AI: The New Standard for Creating Extraordinary Self-Service Experiences
Self-Service by Design
Engaging Conversations: Leveraging Conversational AI to Improve the CX
Agent Assist
- 10.1 Real-Time Guidance
- 10.2 Virtual Assistants
Closing the Loop: Quality Management and Self-Improvement
- 11.1 Transcription
- 11.2 Automated Post-Interaction Summarization
Conversational AI Market Activity and Projections
Conversational AI Competitive Landscape
- 13.1 Company Snapshot
- 13.2 Product Overview
Conversational AI Functional Analysis
- 14.1 High-Level Functional Analysis
- 14.2 Security and Compliance
- 14.3 Business Intelligence, Reporting, and Dashboards
Conversational AI Implementation Analysis
- 15.1 Integration
Pricing Structure
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
Company Reports
- 18.1 Cognigy
- 18.2 IntelePeer
- 18.3 Kore.ai
- 18.4 SESTEK
- 18.5 Verint Systems

Appendix: Conversational AI Vendor Directory

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.

2024–2025 Conversational AI Solutions for the Enterprise

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