Virtual customer assistants (VCA) is a programming application that replicates human-like conversations to deliver information to customers, including text-based and speech-based engagements. Users can interact with VCA through a web, kiosk, or mobile interface, common messaging forums, and other web and mobile-based interfaces. The VCA adapts to the content and context of user inputs by combining natural-language processing and conversational artificial intelligence by updating its data repositories in real-time, providing sustained and strong customer value propositions, and enabling organizations to have an open channel to serve and communicate with their customers.
As part of the research “SPARK Matrix™: Virtual Customer Assistants (VCA), 2022” Quadrant Knowledge Solutions conducted an in-depth analysis of major industrial VCA vendors by evaluating their products, market presence, and customer value proposition. Based on the analysis, the study provides competition analysis and ranking of the leading vendors in the form of SPARK Matrix. The evaluation is based on the primary research with expert interviews, analysis of use cases, and Quadrant’s internal analysis of the overall VCA market. The SPARK Matrix evaluation examined [24]7.ai and twenty other vendors including Aivo, Amelia, Artificial Solutions, Boost.ai, Creative Virtual, DigitalGenius, DRYiCE by HCL Technologies, EdgeVerve, eGain, Enterprisebot, IBM, Inbenta, Interactions, Kore.ai, LogMeIn, Microsoft, Nuance, Omilia, Uniphore, and Verint.
Quadrant Knowledge Solutions research analyzes market dynamics, growth opportunities, emerging technology trends, and the vendor ecosystem of the global market. This research provides strategic information for technology vendors to better understand the market supporting their growth strategies and for users to evaluate different vendor capability, competitive differentiation, and market position.
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