Gartner Peer Insights is a verified review service for business tech buyers.
Following an 18-month period – ending in June 2023 – Peer Insights published 866 reviews of various enterprise conversational AI vendors.
Those reviews included scores for each vendor, on a scale of one to five, regarding various aspects of their offerings, which Gartner has averaged out.
Funneling that insight into a “voice of the customer report”, Gartner compares and contrasts the 15 most regularly reviewed providers.
In doing so, it has grouped vendors into four cohorts: Customers’ Choice, Strong Performer, Established, and Aspiring.
The graphic below presents these cohorts alongside the vendors included within them.
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Gartner Peer Insights “Voice of the Customer” for Enterprise Conversational AI[/caption]
Willingness to Recommend
Cognigy, IBM, and Kore.ai secured the "customers' choice" vendor accolade, achieving above-average scores across all categories.
Those cover overall experience, user interest, and user adoption. Meanwhile, their customers’ willingness to recommend them is also impressive.
Indeed, 98, 91, and 89 percent of their customers would endorse them, respectively.
Other vendors that performed particularly well across this metric include OpenStream.ai (96 percent) and Laiye (95 percent).
At the other end of the spectrum, LivePerson and Google are the only providers to have failed to tally above 80 percent.
The chart below includes further details on this metric.
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Gartner Peer Insights “Voice of the Customer” for Enterprise Conversational AI: Willingness to Recommend[/caption]
Yet, willingness to recommend is just one metric that Gartner presents within its study. There are many more insights included in the report.
Insights Into Each of the 15 Vendors
Dive deeper into the scores from Gartner Peer Insights' "Voice of the Customer" study with vendor-specific insights.
Aisera
60 percent of Aisera’s customers have given the brand a five-star rating for enterprise conversational AI – with solid 4.5 out of five scores across the four primary categories.
These include: product capabilities, sales experience, deployment experience, and support experience.
52 percent of those customers come from mid-market businesses, with manufacturing a market that the vendor specializes in.
Nonetheless, the provider seems somewhat pegged to North America. Indeed, 80 percent of its business comes from the region.
Amazon Web Services (AWS)
AWS works with many global enterprises to implement its conversational AI, with 38 percent of its customers earning revenues of over $10BN.
Many of those customers come from financial services, with 43 percent of reviewers attributed to that sector.
Across the board, customers seem reasonably satisfied with AWS’s support and services. Indeed, not one of its customers gave the vendor less than a three-star rating.
Where it does trail the industry average – however – is in its sales experience, scoring 4.3 out of five.
CBOT
All CBOT’s reviewing customers deployed its enterprise conversational AI platform from EMEA.
Yet, despite its smaller global footprint, it draws significant interest from the region, particularly in sectors such as manufacturing and services.
Its business also neatly spreads across enterprises of all sizes, with 52 percent of customers giving CBOT a five-star rating.
Finally, the provider scored between 4.4 and 4.6 across the four core categories – highlighting its performance consistency.
Cognigy
A whopping 73 percent of customers gave Cognigy an overall five-star rating, the highest percentage to do so in the report.
The vendor also led the way in its customers’ willingness to recommend them and secured joint top place for its sales experience and support experience.
Across these categories, it scored 4.7 and 4.8 out of five, respectively.
Lastly, while it’s still very much EMEA-focused – with 79 percent of deployments occurring in the region – the German-headquartered business is expanding into North America.
Google does lag in its customers’ willingness to recommend, with only LivePerson scoring worse than the tech giant for this metric.
Nonetheless, 93 percent of its customers still give the vendor an overall rating of at least four stars – which is higher than most other vendors in the report.
Moreover, it has a significant global presence, attracting many mid-market enterprises. Indeed, 52 percent of its participating customers fit that description.
Across all the categories, Google scores best in its product capabilities, earning a 4.4 out of five score.
IBM
IBM is one of Gartner’s three customers’ choice vendors – alongside Cognigy and Kore.ai.
In achieving this landmark, IBM has recorded the highest rating of all vendors for its product capabilities – scoring 4.8 out of five in this category.
The prominent provider also has a deep customer base from every corner of the map, spanning enterprises of all shapes and sizes.
Where it does trail its fellow customers’ choice vendors is in its sales experience, scoring 4.5 out of five and falling behind eight other vendors.
