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.
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.
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.
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.
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.
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 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.
As one of the three customers’ choice vendors, Kore.ai scores above-average in all the categories within Gartner’s Peer Insights report.
Notably, it earns the joint highest rating for its sales experience (4.7 out of five), tying with Cognigy.
Meanwhile, 68 percent of customers gave Kore.ai an overall five-star score – with many of those based within conventionally complex industries like finance and healthcare.
Finally, the vendor has also developed a significant global presence in most global regions, except for LATAM – with only two percent of its deployments made there.
Laiye received a four- or five-star rating from all of its customers participating in the report. It is the only vendor to have achieved this.
Moreover, the vendor places third-highest in its customers’ willingness to recommend.
The Beijing-based business has also attracted many customers outside of APAC, with 29 percent and 25 percent of its business in EMEA and North America, respectively.
Laiye does lag each of the customers’ choice providers in product capabilities and its support experience – scoring 4.5 out of five in both categories.
Despite holding up the pile of 15 providers in its customers’ willingness to recommend, LivePerson did not receive any ratings of less than three stars for its overall offering.
The vendor also scores a respectable 4.4 out of five for its product capabilities, deployment experience, and support experience.
It’s in the sales experience where customers seem to have the most bother – as the vendor scored 4.0 out of five for this metric. That’s the lowest score in the report.
Nonetheless, LivePerson has built a significant global footprint, with a substantial market presence in industries such as communications, education, and services.
While only 29 percent of customers give NTT DATA a five-star rating for its overall offering – the joint lowest in the report – 67 percent afford the vendor a four-star score.
As such, most customers seem satisfied with the vendor, which has a considerable presence across EMEA, North America, and – most predominantly – APAC.
Moreover, NTT DATA places above average for its sales experience while achieving a respectable 4.5 out of five for its product capabilities and deployment experience.
However, only Google recorded a lower score for its support experience.
OneReach.ai excels in its product capabilities, achieving a 4.8 out of five score – which only IBM could equal.
In addition, only Tars (4.8) received a rating better than the 4.7 OneReach.ai received for its deployment experience.
Despite this, only 40 percent of customers gave the vendor a five-star rating for its overall offering – with another 50 percent awarding OneReach.ai a four-star rating.
45 percent of those customers are mid-market enterprises, and half of its deployments occur in North America.
96 percent of Openstreem.ai customers would recommend the vendor – a higher percentage than any other included in the report, bar Cognigy.
The vendor scored best for its deployment experience, earning a 4.6 out of five score.
Yet, Openstreem.ai also achieved a solid 4.5 score for its product capabilities, sales experience, and support experience.
Most of its customers are seemingly product-centric businesses, with a whopping 41 percent stemming from the services industry.
End-users gave Tars a 4.8 out of five score for its deployment experience – the highest for that category out of all 15 vendors.
Meanwhile, the vendor replicated that rating for its support experience, tying for pole position in this category with Cognigy.
In addition, 70 percent of Tars customers gave the provider a five-star rating for its overall offering – the second-highest percentage in the study.
While it did score behind each of the customers’ choice vendors in product capabilities, Tars still received a 4.6 out of five in this category.
Verint celebrated an above-average score for its sales experience of 4.6 out of five.
The vendor also achieved a solid 4.5 out of five rating for its product capabilities and support experience.
Unfortunately, its 4.3 score for deployment experience is the lowest in the report, an unwanted accolade that Verint shares with Google.
Nonetheless, the vendor has earned a robust reputation in contact centers, which offers Verint an excellent platform to grow its conversational AI business.
97 percent of Yellow.ai customers gave the vendor a five- or four-star rating, with 90 percent willing to recommend the vendor.
Moreover, the provider achieved an above-average 4.6 out of five score for its product capabilities and sales experience.
While 73 percent of its deployments occur in APAC, the vendor has expanded its footprint with more implementations in EMEA, North America, and LATAM.
Yellow.ai also demonstrates a balance across the sectors it serves, which has helped the provider achieve revenue growth of 80 percent year-over-year.
Uncover further insights from Gartner into the virtual agent market by read our rundown of its 2023 Magic Quadrant for Enterprise Conversational AI