Inference Solutions, one of the leading providers of intelligent virtual agents for service and sales organisations, has just announced its appearance within a recent DMG Consulting report. The new report covers the Intelligent Virtual Agent (IVA) market and identifies Inference Solutions as the IVA market share leader, based on customer numbers.
Inference currently holds 15.8% of the global market. As well as showcasing the global market share within the IVA market, the DMG Consulting report also highlights useful feedback from the customers of leading Intelligent Virtual Agent companies. Clients in the report were asked to give satisfaction ratings according to a five-point scale, in reference to 10 key performance categories. Overall, Inference achieved a vendor score of 4.33 and a perfect 5.0 score for innovation.
Leading the IVA Industry
Commenting on the recent accomplishment, the President of DMG Consulting, Donna Fluss, said that an essential step in any Digital Transformation strategy is for a business to provide customers with intelligent self-service solutions. Customers should be able to access the self-service solutions they need on any channel, and the new generation of IVA solutions supports this.
The question for most companies today is whether businesses have the right environment available to migrate from their existing self-service solutions to IVA digital and voice services quickly and efficiently enough.
In recent years, customers have grown increasingly accustomed to interacting with virtual assistants in smartphones, home devices, and more. Now, they’re beginning to expect this kind of conversational experience when contacting the brands; they buy from.
The DMG Consulting Report
The DMG Consulting report on Intelligent Virtual Agent solutions is currently in its third edition and provides an overview of the AI-based solutions for contact centres. This year, the latest release offers a deeper insight into the growth of the IVA market. According to Callan Schebella, the Inference Solutions CEO, DMG Consulting’s report provides one of the most comprehensive and thoughtful analyses of the market. Inference is thrilled to be “singled out” as the global market share leader.
Schebella noted that customer acquisition for the business had grown significantly over the past year, and it’s expected to grow further as the company continues to take steps to expand its brand. Inference recently also made a series of upgrades to its Studio platform. These enhancements make it easier for telecommunication carriers, enterprises, and contact centre software providers to harness Google solutions like Dialogflow and Speech-to-Text.
