Summary

Aragon Research releases its first Aragon Research Globe™ for conversational AI in the intelligent contact center (ICC).  The race is on to improve customer experience (CX) and employee experience (EE) within the contact center and technology providers are using conversational AI technology to achieve this goal.

This report covers 14 major providers in this market and reports specifically on their conversational AI offerings as well as some overall trends Aragon sees in 2023 and beyond.

Introduction

The era of low expectations for contact center engagements is coming to an end as users are expecting their issues to be resolved quickly and efficiently all while having a high-quality experience. In the course of a normal consumer day, users repeatedly have experiences where access to information or the purchasing of consumer goods is seamless and easy through the use of social media, internet searches, e-commerce sites, virtual assistants, and other digital solutions, and they expect nothing less from their contact center interactions.