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.
Callan Schebella[/caption]