Knowledge - Insights: White Papers

Why Read This Report

In Forrester’s evaluation of the emerging market for chatbots in customer service, we identified the10
most significant providers — [24]7, Artificial Solutions, Creative Virtual, Inbenta, Interactions, IPsoft, Nanorep, Next IT, Nuance, and Reply.ai — in the category and ranked them. This report details our findings about how well each vendor scored in 10 criteria and where they stand in relation to each other. Application development and delivery (AD&D) and customer service professionals can use this review to select the right partner for their chatbot needs.

Key Takeaways

Nuance, IPsoft, And [24]7 Earn Spots On Forrester’s Recommended Vendor List
Nuance’s multimodal and multichannel efforts stand out. Intent engines for IPsoft and [24]7 shine. Creative Virtual, Artificial Solutions, and Inbenta sport a mix of good technologies; Interaction’s speech-based tools are notable. Next IT and Nanorep are deepening their intriguing road maps, and Reply.ai is starting to gain momentum with an open API approach.

NLU, Machine Learning, And Dialogue Management Are The Biggest Differentiators

No vendor can succeed without a strong intent engine, security and authentication, and multichannel capabilities. Natural language understanding (NLU), machine learning, and dialogue management are critical, as are reporting and analytics and a robust product road map.

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The Top 10 Chatbots For Enterprise Customer Service

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