Overview
This is the second iteration of the IDC MarketScape for worldwide conversational AI (CAI) platforms for front-office use cases, occurring biannually since 2023. While a similar IDC MarketScape in 2021 focused on customer service use cases, based on market demand and vendor offerings, this document is expanded to focus more broadly on front-office use cases, including not just customer support but also sales and marketing. Over the past three to four years, IDC has seen vendors continue to expand their conversational AI platform offerings to support this wider variety of front-office use cases, adding to customer support self-service and customer service agent assist with specialized capabilities for marketing outreach, lead scoring, and real-time sales agent assistance. As a result, support for a variety of front-office use cases (customer service, sales, and/or marketing) was an important factor for this year's evaluation.
