Inference Solutions featured in DMG Consulting’s 2019-2020 Intelligent Virtual Agent Product and Market Report
Inference Solutions, a global provider of Intelligent Virtual Agents for sales and service organizations, announced its inclusion in DMG Consulting’s 2019-2020 Intelligent Virtual Agent Product and Market Report. The report identifies Inference Solutions as the intelligent virtual agent (IVA) market share leader, based on a number of customers, with 15.8% share of the global market.
In addition to quantifying the market share of the global IVA market, the report also includes qualitative feedback from customers of the IVA vendors included in the report. Customers were asked to assign satisfaction values on a five-point scale pertaining to 10 key vendor performance categories. Inference achieved an overall vendor satisfaction score of 4.33, and a perfect score of 5.0 for product innovation.
Over the past several years, consumers have grown accustomed to voice assistants. Whether interacting with their smartwatches, mobile phones or smart home devices, people are now comfortable speaking to these devices and receiving service from them. Consumers now expect the same type of conversational self-service experience when they contact their favorite brands for service. This is causing those brands to accelerate their transition from basic IVR to intelligent virtual agents.
This change in customer behavior comes at a time when Google, IBM, and other platform providers are investing heavily in technologies that underpin many of the latest IVA solutions, making them more affordable and easier to implement than ever before.
DMG's report – now in its third edition – provides an in-depth analysis of these AI-based contact center solutions. This year’s report offers detailed insight into the IVA market, which is experiencing rapid growth.
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