Consumer & Retail / E-CommerceCustomer Service

AI-Enabled Chatbots

EXECUTION STRENGTHMARKET STRENGTHLEADERHIGHFLIEROUTPERFORMERCHALLENGER

What is AI-Enabled Chatbots?

Companies in this market leverage advancements in conversational AI, including natural language processing, understanding, and generation, to automate voice- and text-based interactions between customers and companies. This market includes both plug-and-play solutions, which are pre-trained to answer most common questions, and more tailored solutions that require training on a brand’s or retailer’s proprietary data.

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Leaders

Leaders are the most established service providers in the market and possess the breadth to address various customer needs.

See why these companies made it as leaders for AI-Enabled Chatbots. These companies include Cognigy and Conversica.

Cognigy logo
Cognigy

Germany / Founded Year: 2016

Cognigy provides a software platform that enables companies to integrate conversational AI into existing or new communication processes.

Key People

Sascha Poggemann, Philipp Heltewig, Matthias Mueller-Wolf

Conversica logo
Conversica

United States / Founded Year: 2007

Conversica provides Intelligent Virtual Assistants for customer engagement. By automating routine business conversations and personalizing interactions at scale, Conversica augments the workforce allowing business professionals and AI Assistants to work together harmoniously. The flagship Conversica Sales AI Assistant helps companies find and secure customers more quickly and efficiently by automatically contacting, engaging, qualifying, and following up with leads via natural, multi-channel, and two-way conversations. With its library of purpose-built and ready-to-use conversational skills backed by its patented conversational AI platform, Conversica’s AI Assistants can be deployed quickly and are human-like and personal. Conversica was founded in 2007 and is based in Foster City, California.

Known Partners

Gainsight, Microsoft, AutoAlert, and 1 more

Known Customers

SummitSync, QuoteWizard

Key People

Jim Kaskade, Mark Cuny, Mark Jancola, and 2 more

Ada logo
Ada

Canada / Founded Year: 2016

Ada offers an automated AI-powered platform that enables enterprise businesses around the world to automate customer service that saves time, reduces cost, and strengthen their support.

Known Partners

Idiomatic, Zendesk, AirAsia, and 1 more

Known Customers

Ficanex

Key People

David Hariri, Mike Murchison

Uniphore logo
Uniphore

United States / Founded Year: 2008

Uniphore is a conversational service automation software company. Uniphore enables businesses globally to deliver better customer service by providing an automation platform in which intelligent software can take over transactional conversations from humans, coach lives agents during calls, and accurately predict language, emotion, and intent.

Key People

Umesh Sachdev, Ravi Saraogi, Stephane Berthier, and 2 more

Kore.ai logo
Kore.ai

United States / Founded Year: 2013

Kore.ai develops a bot-based messaging and conversational AI platform that deploys and manages secure conversational bots across 30 different digital and voice channels.

Known Partners

Syniverse, Blue Prism, Deloitte, and 1 more

Known Customers

Mashreq Bank

Key People

Raj Koneru, Ravi Singh, PrasannaKumar Arikala, and 2 more

AISERA logo
AISERA

United States / Founded Year: 2017

AISERA delivers a proactive, personalized, and predictive AI Service Management (AISM) solution that is purpose-built to automate tasks and actions for IT, HR, facilities, and customer service. Aisera's AI Service Desk works with existing service desk solutions to deliver an improved end-to-end service experience for employees and customers. The AI Service Desk automates and resolves customer service and IT support issues with conversational AI and intelligent process automation to deliver self-service to users on day one while reducing support and service costs.

Key People

Muddu Sudhakar, Antonio Nucci PhD, Anthony Palladino

Highfliers

Highfliers are the most innovative service providers in the market and possess the resources to address evolving customer needs.

See why these companies made it as highfliers for AI-Enabled Chatbots. These companies include Forethought.

Forethought logo
Forethought

United States / Founded Year: 2017

Forethought aims to use artificial intelligence to help with customers service. It assists customer support employees with triaging tickets, finding answers to common issues, and training new hires.Forethought has 3 customer service products which include the Assist, Solve and Triage. Assist aims to help customer service associates (CSAs) find the information they need to solve a problem quickly,. Solve is a chatbot that answers simple questions and routes complex queries to human CSAs. Per the company, Triage uses AI to route calls to the most knowledgeable CSAs.

Known Customers

Instacart, Pure Storage, D2L, and 2 more

Key People

Sami Ghoche, Deon Nicholas

Outperformers

Outperformers are the most specialized service providers in the market and possess the expertise to address unique customer needs.

See why these companies made it as outperformers for AI-Enabled Chatbots. These companies include Emotibot.

E
Emotibot

China / Founded Year: 2015

Emotibot is an AI chatbot that is mainly designed for the e-commerce and call center fields.

Key People

Cheng Xu, Hu Yang, Renxian Jian

Challengers

Challengers are the most promising service providers in the market and possess the agility to address emerging customer needs.

See why these companies made it as challengers for AI-Enabled Chatbots. These companies include Yalo and Clinc.

Yalo logo
Yalo

United States / Founded Year: 2014

Yalo uses artificial intelligence to increase sales and improve the experience of customers. Yalo has built a c-commerce (“chat commerce”) startup building tools for businesses to use messaging apps as part of their customer outreach and sales strategies,

Key People

Javier Mata, Zofia Yalovsky, Patrick Zanoni

Clinc logo
Clinc

United States / Founded Year: 2017

Clinc is a global conversational AI training platform provider deploying natural language processing and deep learning technology for enterprises. The company leverages a combination of natural language processing (NLP) engines, machine learning, and deep neural networks to make sense of human speech.

Known Partners

Fiserv, Olive

Key People

Lingjia Tang, Johann Hauswald, Michael Laurenzano, and 2 more

Capacity logo
Capacity

United States / Founded Year: 2017

Capacity is an AI-powered support automation platform that connects an entire tech stack to answer questions, automate repetitive support tasks, and build solutions to any business challenge.

Known Partners

Informa

Known Customers

HubSpot

Key People

Chris Sims, David Karandish, Marcus Alexander, and 1 more

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Leyan Tech

China / Founded Year: 2016

Leyan Tech focuses on the application of natural language processing, knowledge mapping, and deep learning in e-commerce customer service, financial consultation, government affairs, medical inquiry, and smart manufacturing.

Key People

Chen chenglong

Ultimate.AI logo
Ultimate.AI

Germany / Founded Year: 2016

Ultimate.AI is an automated customer service chatbot. The Helsinki- and Berlin-based startup has built an AI-powered suggestion engine that, once trained on clients' data-sets, is able to provide real-time help staff dealing with customer queries via chat, email and social channels.

Known Partners

Salesforce

Key People

Jaakko Pasanen, Markus Rautio, Sarah Al-Hussaini, and 1 more

Interactions logo
Interactions

United States / Founded Year: 2004

Interactions is a developer of omni-channel Intelligent Virtual Assistants for customer care that enable consumers to speak or type in their own words to accomplish tasks that would normally require agent assistance.

Known Partners

Pizza Pizza, MAXIMUS, Genesys, and 2 more

Key People

Michael Iacobucci, Mark Leonard, Jim Freeze, and 2 more

Yellow.ai logo
Yellow.ai

United States / Founded Year: 2015

Yellow.ai is a Conversational CX Automation Platform that brings AI and human intelligence together to automate customer experience for large brands and enterprises.

Known Partners

Tech Mahindra, Microsoft, Bizom

Key People

Raghu Ravinutala, Rashid Khan, Jay Sahal, and 2 more

What is AI-Enabled Chatbots?

Companies in this market leverage advancements in conversational AI, including natural language processing, understanding, and generation, to automate voice- and text-based interactions between customers and companies. This market includes both plug-and-play solutions, which are pre-trained to answer most common questions, and more tailored solutions that require training on a brand’s or retailer’s proprietary data.

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Reach more buyers.

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