Table of Content

Contact Center Conversational AI Background
Conversational AI Background
Conversational AI Background (continued)
The Jury is Still Out, but the Promise is There—Generative AI
Strategic Imperatives
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on Conversational AI
Growth Opportunities Fuel the Growth Pipeline Engine™
Growth Environment
Evolution of CAI Universe from Interactive Voice Response (IVR) to Intelligent Virtual Agents (IVAs)
Traditional Contact Center Conversational Solutions versus Conversational AI Solutions
CAI Architectural Overview
CAI Architectural Overview (continued)
Voice-based Human-to-machine Interactions Will Retain a Unique Value Proposition in the Conversational AI Ecosystem
Key Industry Trends
Significant Contact Center Conversational AI Trends
Besides Improving CX, Enterprises Leverage CAI to Enhance Employee Engagement
Combining Multiple AI Technologies Boosts CAI Capabilities
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Combining Multiple AI Technologies Boosts CAI Capabilities (continued)
Multi-bot Orchestration Platforms Help CAI Deliver a Unified CX
Multi-bot Orchestration Platforms Help CAI Deliver a Unified CX
Human-to-machine Interactions in Voice, Text, and Image Data Formats Create the Need for Multimodal CAI Solutions
CAI Assists Businesses in Gaining Better Business Insights while Improving CX and EX
Conversational AI Market Landscape
From Simple to Complex — Basic to Intelligent
Solutions and Enablement Platforms in the Broad CAI Landscape
Solutions and Enablement Platforms in the Broad CAI Landscape (continued)
Company Profile—Amelia
Company Profile—Cognigy
Company Profile—Five9
Company Profile—Genesys
Company Profile—NICE
Company Profile—Omilia
Company Profile—Sprinklr
Company Profile—Uniphore
Growth Opportunity Analysis
Conversational AI Creating Multiple Use Cases across Business Functions and Vertical Markets
Growth Drivers
Growth Restraints
Way Forward
Way Forward—There is No One-size-fits-all CAI Solution for Enterprises
Growth Opportunity Universe
Growth Opportunity 1: Low-code or No-code Conversational AI Solutions
Growth Opportunity 1: Low-code or No-code Conversational AI Solutions (continued)
Growth Opportunity 2: Integrating Augmented Intelligence Services
Growth Opportunity 2: Integrating Augmented Intelligence Services (continued)
Growth Opportunity 3: Greater Vertical Market Business Agility
Growth Opportunity 3: Greater Vertical Market Business Agility (continued)
List of Exhibits
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