Insights on Conversational AI
Analyst Reports and Perspectives
Must-Read Reports
Trying to choose the right Conversational AI platform? These complimentary analyst reports are provided to you to help provide in-depth knowledge about Conversational AI and Openstream.
2023 GARTNER® MAGIC QUADRANT™ FOR ENTERPRISE CONVERSATIONAL AI PLATFORMS
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2024 GARTNER® Market GUide for Conversational AI solutions
The Gartner® Market Guide for Conversational AI Solutions explores the platforms, capabilities, underlying technologies, and risks you should be aware of when choosing a platform to build AI Virtual Agents, AI Voice Agents, and Avatars.
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Gartner®
Emerging Technology Horizon for Enterprise Software
Innovation, intelligence and an improved experience are the themes underpinning enterprise software investments over the next three-year horizon. Enterprise software providers should use emerging technologies that are aligned with these themes to gain competitive advantage.
Openstream is a sample vendor in this report for Multimodal UI
Hype Cycle for Loan Origination in Banking, 2024
Many technologies are transforming credit decisioning, expanding loan ecosystems, fostering responsible/sustainable lending, boosting user experience adaptivity and automating processes. This Hype Cycle helps bank CIOs prioritize innovations and modernize their bank’s loan origination capabilities.
Openstream.ai is recognized in this report for Conversational User Interfaces and GenAI-Enabled Virtual Assistants in Banking
Hype Cycle for the Future of Enterprise Applications
The purpose, form, and function of enterprise applications are undergoing a comprehensive transformation. Applications are moving from being mere tools that support process execution to becoming systems of intelligence that deliver algorithmic process optimization and AI-based decision making.
Openstream.ai is included as a sample vendor for AI Agents
Hype Cycle for Generative AI, 2024
The rapid evolution of generative AI technologies and techniques continues unabated, as does the corresponding hype, making this tumultuous landscape difficult to navigate. Technology innovation leaders can use this Hype Cycle to identify innovations to exploit as they execute their AI strategies.
Openstream.ai is included as a sample vendor for GenAI-Enabled Virtual Assistants
Hype Cycle for Unified Communications and Collaboration, 2024
The unified communications and collaboration (UCC) market has enterprise telephony, meetings and instant messaging (IM) as its core technologies. Use of collaborative work management, visual collaboration and workstream collaboration applications is increasing for uplifting employee experiences and the maturity of the digital workplace.
Openstream.ai is included as a sample vendor for GenAI Virtual Assistants
Hype Cycle for AI in Software Engineering, 2024
AI is transforming software engineering with tools like AI code assistants to enhance developer experience and productivity. Software engineering leaders are tasked with leveraging AI in both new and existing applications. This Hype Cycle tracks the latest AI technologies in software engineering.
Openstream.ai is included as a sample vendor for AI Agents
Hype Cycle for IT Management Intelligence, 2024
IT organizations are increasingly turning to AI-oriented tools and technologies to improve IT operations, service management and cybersecurity. I&O leaders and their peers should leverage this
Hype Cycle to improve IT delivery capabilities through a coordinated implementation of AI.
Openstream.ai is included as a sample vendor for GenAI-Enabled Virtual Assistants
Hype Cycle for the Future of Work, 2024
The rapid digitalization of tools and processes has already transformed work and is accelerating in the era of AI. This Hype Cycle offers digital workplace application leaders a sweeping panorama of the most important technologies which impact the future of work.
Openstream.ai is included as a sample vendor for AI Avatar of the Employee, Multimodal UIs, and GenAI-Enabled Virtual Assistants
Hype Cycle for Workforce Transformation, 2024
Organizations face intense pressure to adapt their workforce to meet new strategic and operational talent needs. This Hype Cycle is essential for workforce planning and strategy discussions for executive leaders seeking to transform their workforce for current and future purposes.
Openstream.ai is recognized as a sample vendor for AI Avatar of the Employee
Hype Cycle for Banking Customer Experience, 2024
Many technologies exist to deliver CX, but data practices and legacy systems continue to hold banks back. Financial services leaders can use this Hype Cycle to learn about the technologies and strategies necessary to bring contextual data to bear in customer journeys across all their channels.
Openstream.ai is included as a sample vendor for Conversational User Interfaces.
Hype Cycle for Generative AI in Banking, 2024
Robust GenAI infrastructure and development tools accelerate innovation, ensuring banks can efficiently build, adapt and scale solutions to meet evolving market demands swiftly. These tools provide the necessary computational power, storage and development environment to support advanced GenAI applications.
Openstream.ai is included as a sample vendor for GenAI-Enabled Virtual Assistants
Emerging Tech: Use Generative AI to Transform Conversational AI Solutions
Generative AI will advance the capabilities of conversational AI and broader AI solutions over the next two years. Product leaders should leverage the combinatorial impact of GenAI to advance product capabilities, develop use cases and benefit from burgeoning business opportunities.
Openstream.ai is included as a sample vendor for GenAI Technologies
Hype Cycle for Power and Utility Industry IT, 2024
To ensure the continued provision of affordable and sustainable services, power and utilities companies must transform with digital technology. This Hype Cycle offers insights into power and utility technologies, enabling CIOs to align technology investments with business goals for optimal results.
Openstream.ai is included as a sample vendor for Virtual Assistants
Hype Cycle for ITSM, 2024
Generative AI (GenAI)-enabled virtual assistants (VAs) represent a new generation of VAs that leverage large language models (LLMs) to deliver functionality not obtained with traditional conversational AI technology. GenAI enables improved Q&A support, new features and modalities, extended task automation and improved value outcomes.
Competitive Landscape: GenAI Systems Integrators for Customer Support Services
GenAI opens new revenue opportunities for service providers offering system integration services that support customer support platforms and processes. Service providers must continue to plan on delivering GenAI services to stay competitive.
Tool: Digital Commerce Technology Vendor Guide, 2024
Digital commerce requires an ecosystem approach to deliver rich functionality and customer experiences. Use this tool to identify a long list of vendors in the digital commerce ecosystem, which includes sales, marketing, supply chain, customer service, data analytics and customer experience.
Emerging Tech: Enterprise VR Software
Accessing virtual reality solutions is increasingly difficult for technology adopters, because the VR market landscape is a mix of product offerings rather than an ecosystem of solutions. Product leaders in enterprise VR software can succeed by creating comprehensive partnerships.
2024 Market Guide for Conversational AI Solutions
The market of conversational AI is evolving rapidly and new solutions are emerging. Applications and software engineering leaders should use this research to navigate the CAI space and evaluate options based on current trends in use cases and vendors’ capabilities.
Emerging Tech Impact Radar: Cloud-Native Platforms
Cloud-native platforms continue to evolve, combined with emerging technologies and trends such as GenAI and developer enablement. Product leaders must leverage the evolving cloud-native ecosystems to reinvent their offerings’ developer, platform engineer and operator experience.
Emerging Tech: GenAI Is Driving Investment for Conversational AI
Survey data revealed that investments in conversational AI have increased due to generative AI enabling new capabilities. Product leaders must create capability roadmaps for incorporating GenAI in their offerings to establish competitive differentiation.
Emerging Tech Impact Radar: 2024
The most impactful technologies for 2024 fall under these four themes: the smart world, the productivity revolution, privacy and transparency, and critical enablers. Product leaders can use this research to guide their investment and strategic planning around disruptive technologies.
Emerging Tech Impact Radar: Artificial Intelligence
AI and generative AI are disrupting technology markets at an accelerated pace, enabling tech providers to succeed or fail in the next five years. Product leaders must evaluate benefits and risks for various AI technologies to gain competitive advantage and deliver business value.
Emerging Tech Impact Radar: Customer Experience Analytics
The implications of GenAI on CX herald needs for actionable, intelligent analytics and more immersive and multimodal engagement from providers. Product leaders in TSPs must exploit these emerging trends and technologies to improve CX, product adoption, engagement and retention.
Emerging Tech: Multimodal Generative AI Interfaces Transform User Experiences
Product and service experiences are shifting toward a universe of multisensory interactions that increasingly leverage multimodal UIs and generative AI models. Product leaders must act now to prepare their teams for a near-future market where multimodal GenAI-driven interfaces are pervasive.
Emerging Tech Impact Radar: Conversational Artificial Intelligence
The conversational AI market is growing and evolving at an unprecedented rate due to generative AI pushing CAI capabilities into new domains. Product leaders face new risks and opportunities and must consider the timing and impact of CAI emerging tech in advancing differentiation.
Emerging Tech Impact Radar: The Metaverse
Emerging Tech: Tech Innovators in Generative AI for Conversational AI Avatars
Advances in generative AI can speed up the creation of cutting-edge AI avatars and open up new use cases. Technology product leaders can capitalize on the unique innovations around AI avatars by prioritizing opportunities where generative AI can benefit existing products.
Emerging Tech: Revenue Opportunity Projection of Conversational AI
The conversational AI market is projected to reach $377 billion in revenue by 2032, up from $66 billion in 2023, led by growth in advanced virtual assistants and IoT device integrations. CAI product leaders must continuously innovate to ensure differentiation in a rapidly evolving market.
Emerging Tech Impact Radar: Cloud Computing
Emerging technologies such as generative AI and industry clouds are disrupting the dynamics of mature cloud computing markets and creating new opportunities. Product leaders must respond with a new generation of platforms with AI-augmented user experiences and composable architecture. Gartner subscribers can read the full report
Emerging Tech Impact Radar: Immersive Experiences
The device ecosystem for immersive experiences is reaching an inflection point, and preparedness is paramount to ensure relevance. Product leaders should forgo the inertia and urgently explore and adopt emerging tech to remain competitive and capitalize on market opportunities.
Emerging Tech Impact Radar: Human-Machine Interaction
The growing user base for smart devices, the metaverse and smart homes requisites the development of advanced HMI technologies and innovative solutions/use cases. This Impact Radar highlights 19 emerging technologies/solutions that product leaders must evaluate to future-proof their offerings.
Hype Cycle for Generative AI, 2023
ChatGPT has made generative AI a top priority for the C-suite and has sparked tremendous innovation in new tools beyond foundation models. This inaugural GenAI Hype Cycle guides technology innovation leaders through these fast-moving technologies and markets.
Emerging Tech: Primary Impact of Generative AI on Business Use Cases
Generative AI will become pervasive in the next two to three years with the most impact around content generation and discovery, conversational AI and simulations. Product leaders should capitalize on GenAI’s primary areas of impact to advance their product and service differentiation.
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Emerging Tech: Generative AI Adoption Trends and Future Opportunities
Generative AI adoption is concentrated in content creation (across text, data, code, videos and images, and sound) with many applications across industries. Product leaders must incorporate GenAI-enabled capabilities that add value to their product and use-case strategy to remain competitive.
Voice of the Customer for Enterprise Conversational AI Platforms
Enterprise conversational AI platforms build, orchestrate and maintain multiple chatbot use cases throughout their life cycle, within the enterprise and across business units. Application leaders can learn from ratings and reviews by their peers shared on Gartner Peer Insights.
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Hype Cycle for Human Services in Government, 2023
This Hype Cycle presents emerging and maturing technologies that are critical to the effective delivery of human services and social programs. Government CIOs can use this research to inform their decisions about the timing, risks and rate of adoption for technology...
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Emerging Tech: Use Generative AI to Transform Conversational AI Solutions
Generative AI will advance the capabilities of conversational AI and broader AI solutions over the next two years. Product leaders should leverage the combinatorial impact of GenAI to advance product capabilities, develop use cases and benefit from burgeoning business opportunities.
Hype Cycle for Finance Analytics, 2023
AI, especially generative AI, headlines an increasingly crowded finance analytics landscape fraught with hype, opportunity and risk. This Hype Cycle helps FP&A leaders evaluate the value, risk and maturity of analytics innovations, invest appropriately, and optimize...
Hype Cycle for Utility Industry IT, 2023
Utility organizations face continuous disruption. To gain resilience and agility, lower risk and better capitalize opportunities, organizations are enabling intelligent operations. This Hype Cycle gives utility CIOs insights to effectively align technology investments...
Hype Cycle for Digital Banking Transformation, 2023
Technology innovations are empowering bank competitors, influencing customer demand for products and services, and shaping regulators’ actions globally. Bank CIOs can use this research to spotlight innovations shaping their industry and prioritize their technology...
Hype Cycle for IT Management Intelligence, 2023
IT organizations are increasingly turning to IT management intelligence technology to improve IT operations, service management and cybersecurity. I&O leaders should leverage this Hype Cycle to assess the intelligent services, processes and technologies available to...
Hype Cycle for Digital Life and P&C Insurance, 2023
Emerging Technology Horizon for Enterprise Software, 2022
Innovation, intelligence and an improved experience are the themes underpinning enterprise software investments over the next three-year horizon. Enterprise software providers should use emerging technologies that are aligned with these themes to gain competitive advantage.
Emerging Tech Impact Radar: The Metaverse
Hype-fueled speculation around the metaverse threatens to sidetrack its potential to fundamentally transform how organizations do business. Product leaders must evaluate the impact of early metaverse building blocks vis-a-vis their own product roadmaps in order to gain competitive advantage.
Critical Capabilities for Enterprise Conversational AI Platforms
Capabilities of enterprise conversational AI platforms are evolving to offer more domain-specific modules, broader multilingual support and wider-ranging integration options. This research helps application leaders choose the offerings that fit their requirements.
Openstream.ai is included for it's ability to develop rich multimodal, context-aware conversational AI applications empowered by sophisticated NLU approaches.
Magic Quadrant for Enterprise Conversational AI Platforms
Openstream,ai recognized as the only visionary in the 2023 Gartner® Magic Quadrant for Enterprise Conversational AI Platforms for the second consecutive year.
Emerging Tech Impact Radar: Enterprise Software
Intelligence, innovation and an improved experience are the key themes underpinning enterprise software investments. Enterprise software product leaders should develop product capabilities using emerging technologies and trends that are aligned with these themes to gain competitive advantage.
Openstream.ai is included for Multimodal UI
Emerging Technologies: Tech Innovators in Advanced Virtual Assistants
In the next two years, advanced virtual assistants will differentiate via industry-domain-specific VAs, multimodality, and advanced knowledge and advisory capabilities. Technology product leaders can factor VA tech innovator advancements into future product development.
Openstream.ai is included for Multimodal UIs and Knowledge Graphs
Forrester®
2023 Conversational AI for Customer Service Landscape
Forrester defines Conversational AI for customer service as software services that use Natural Language Processing (NLP) and Artificial Intelligence (AI) to provide automated assistance by simulating a two-way conversation via text (i.e., direct messaging) or speech (i.e., voice) for customer-facing service solutions. The report provides an overview of 30 vendors that provide conversational AI solutions.
Best Practice Report: Design Better Chatbots
This foundation report in Forrester’s series on conversational experience design examines this mismatch between companies’ chatbot optimism and the reality of low adoption, then explains the problem, how you can overcome it, and where to turn next.
Best Practice Report: What You Need For Chatbot Design Success
This report explains the two types of design expertise required (human-centered design and, more specifically, conversation design), three obstacles companies face, and how to tap people with the right skills. It then introduces the other reports in this series — about assessment, components, action, personality, and dialogue.
Best Practice Report: Evaluate Your Chatbot Efforts
This report explains the most important aspect of this assessment, which is to answer two questions, about stage and scope, so that you’ll know which of four possible scenarios your effort maps to (specification, inception, evolution, or dysfunction) and which approach to take in each scenario.
Best Practice Report: Know What Chatbots Are Made Of
This report lays out the five types of chatbots, ranging from multiple choice to hybrid, and their six core components, ranging from intents to integrations. It then explains how and when you can benefit from tapping the power of language AI and generative AI, as well as some key precautions to take in doing so.
Best Practice Report: Design What Your Chatbot Does
To create a successful chatbot, you need to make smart decisions about what actions it should be able to perform: the intents it supports. You then need to adapt that set of intents over time. This report explains how to do this and is part of our series on conversational experience design.
Best Practice Report: Design Who Your Chatbot Is
To create a successful chatbot, you need to make smart decisions about its overall behavior, identity, and tone — the factors that convey its personality. This report explains how to do this and is part of our series on conversational experience design.
Best Practice Report: Design How Your Chatbot Interacts With Users
To create a successful chatbot, you need to make smart decisions about how it will interact with users through ordinary language: the dialogue. This report explains how to do this and is part of our series on conversational experience design.