How AI improves Customer Experience

How AI improves Customer Experience

We list the top AI CX vendors for 2024.

CX AI Matrix AI Self-Service Bots: Chat, SMS, Social, Voice (4/4) (4/4) (4/4) (3/4) (1/4) (3/4) Agent Assist Features: Accent Neutralization, Interaction Summarization, Knowledge Search, Next- Best Action / Scripting, Noise Cancellation, Promise (8/8) (6/8) (5/8) (6/8) (5/8) (3/8) Management, Real-time Agent Coaching, Real-time Language Translation AI Post-Interaction Features: Agent & Business Insights, AI Scoring / Auto Quality Management (QM), AI-derived (3/4) (4/4) (4/4) (4/4) (4/4) (4/4) CSAT, Sentiment Analysis link to provider's Provider Kore.ai NICE CXone Uniphore Dialpad Level AI Sharpen Pathnder prole HQ Location of headquarters Orlando, FL Hoboken, NJ Palo Alto, CA San Ramon, CA Mountain View, CA Indianapolis, IN # of Employees in-house staff 1,000 8,500 800 1,000 130 100 Privately owned or Public / Private Private Public: NICE Private Private Private Private publicly traded Amazon, Avaya, Cisco, Five9, NICE CXone, TCN, Amazon Connect, Five9, Avaya, Cisco, Five9, 3rd-party cloud contact Twilio Genesys, Talkdesk, Twilio, A Pre-built CCaaS Genesys, Microsoft center vendors that can be n/a n/a UJET n/a Integrations (Nuance), NICE CXone, integrated off-the-shelf Also support Generic SIP Twilio integration with SIP- Integrations enabled platforms. Communication channel(s) where conversational Chat, SMS, Social AI Self-Service Bots virtual agents understand Chat, SMS, Social, Voice Chat, SMS, Social, Voice Chat, SMS, Social, Voice Chat Chat, SMS, Voice intent, enabling self- Roadmap: Voice service Mid-market/Enterprise: Usage-based (per chat) annual platform fee + Per Agent, Per Minute, Per monthly session-based Included in select NICE Can also be included with Total Contact Center Seats seats, consumption, Message, Per Transaction AI Self-Service Pricing pricing CXone SKUs. Self-service: Per Dialpad CCaaS agent seat (excluding Managers) plus platform fee, annual (depends on services Model Interaction pricing, sold per agent per Annual Platform fee and maintenance, etc. purchased and business SMB: no annual platform See pricing here. month. Annual Support model needed) fee, but higher cost per Includes buckets of AI session interactions. Mid-market/Enterprise: $40,000/year platform fee (includes enterprise AI Self-Service Minimum seats, MRC, consumption, support) + session usage Self-Service: 20k 20 seats $250 MRC 50 seats $15,000/year e Deal Size etc. interactions per month SMB: No annual platform fee but higher cost per session Speech-to-Text: English Speech-to-Text: CXone Speech-to-Text / Text-to- transcription supports Text-to-Speech: Arabic, Speech: Danish, Dutch, English; CXone Speech-to-Text / Text-to- Chinese, Danish, Dutch, English, Flemish, French, Transcription hub supports Speech: Arabic, English, English, French, German, Speech-to-Text / Text-to- AI Self-Service Language list or link to available Speech-to-Text / Text-to- German, Hindi, Italian, S Google Transcription French, German, Gujarati, Hindi, Icelandic, Italian, Speech: 70+ languages; Support languages Speech: 135 languages Japanese, Korean, S Services Hindi, Italian, Malayalam, Japanese, Korean, 130+ dialects Norwegian, Polish, Spanish, Tagalog, Tamil Norwegian, Polish, Portuguese, Spanish, Text-to-Speech: 10+ Portuguese, Romanian, Swedish, Tamasheq, Tamil languages Russian, Spanish, Swedish, Turkish, Welsh Facebook, Instagram, Facebook, LINE, Telegram, Slack, X (Twitter), Facebook, Instagram, Social Bot: Applications supported social apps WeChat, WhatsApp, X Facebook, Instagram roadmap Roadmap WhatsApp, YouTube; WhatApp (Twitter) others ICB can bots address multiple intents (e.g., check balance Multi-Intent Detection Yes Yes No Yes Roadmap AND open a new savings account)? Multi-modality (screen Other AI Self-Service additional tools and use Read more here. and voice simultaneously), Read more here. n/a Read more here. Capabilities cases Knowledge AI AI that removes removes Accent Neutralization the accent of a human Yes roadmap No No No No agent in real-time AI-Generated answers to AI Knowledge Search Yes Yes Yes Yes Yes Roadmap agent inquiries Interaction GPT summarization of Yes Yes Yes Yes Yes Yes Summarization omni-channel interactions

Next-Best Action dynamic AI-generated Ye Guidance / AI Agent scripting/actions based on Yes Yes Yes Yes Yes Roadmap Scripting real-time conversation AI that removes removes Noise Cancellation / background noise from the Yes Yes No Yes Yes No Elimination agent's environment in real-time managing promises made Promise Management by human agents to Yes Yes Yes Yes No No customers includes sentiment Real-Time AI Agent analysis, telling agent to Yes Yes Yes Yes Yes Yes Coaching slow down/stop interrupting Real-Time Language list or link to languages Yes No Yes (chat only) No No Yes Translation Mid-market/Enterprise: annual platform fee + Per Agent, Per Minute, Per monthly session-based Included in select NICE Included with Dialpad Total Contact Center Seats seats, consumption, Message, Per Transaction Agent Assist Pricing pricing CXone SKUs. CCaaS agent seat pricing. (excluding Managers) plus platform fee, annual Per agent per month (depends on services Model Annual Platform fee and maintenance, etc. purchased and business SMB: no annual platform See pricing here. Per agent per month Annual Support model needed) fee, but higher cost per session Mid-market/Enterprise: $40,000/year platform fee (includes enterprise $100,000/year Agent Assist Minimum seats, MRC, consumption, support) + session usage 20 seats $250 MRC 50 seats $15,000/year e Deal Size etc. 100-200 licenses, SMB: No annual platform depending on features. fee but higher cost per session Integrates with Cisco Jabber, Cisco Teams, Facebook (Meta) Workplace Messenger, Google Hangout, Chat with your Knowledge Microsoft Teams, Skype, Base (i.e. ask follow-up Slack, Yammer. questions to "AI Knowledge Search"). Specic Agent Assist Summary of conversations Y Other Agent Assist additional tools and use solutions for Customer Guided workows with Manager Assist: real-time including sentiment t Read more here. Read more here. Capabilities cases Support, Human automation. dashboard for managers. analysis for agent coaching ex Resources, IT help desks. Includes real-time purposes. hints/ags and access to Real-time translation real-time transcripts. offered via integration to Google or Microsoft Read more here. translator used on the backend. Read more here. AI-generated trend identication and training Agent & Business Insights Yes Yes Yes Yes Yes Yes recommendations based on customer interactions AI-generated customer AI-derived CSAT Yes Yes Yes Yes Yes Yes satisfaction score AI-generated agent AI Scoring / Auto Quality evaluations and No Yes Yes Yes Yes Yes Management (QM) performance analysis ability to infer customer Sentiment Analysis and agent state based on Yes Yes Yes Yes Yes Yes word and voice tone Mid-market/Enterprise: annual platform fee + Per Agent, Per Minute, Per monthly session-based Included in select NICE Included with Dialpad Total Contact Center Seats seats, consumption, Message, Per Transaction AI Post-Interaction pricing CXone SKUs. CCaaS agent seat pricing. (excluding Managers) plus platform fee, annual Per agent per month (depends on services Pricing Model Annual Platform fee and maintenance, etc. purchased and business SMB: no annual platform See pricing here. Per agent per month Annual Support model needed) fee, but higher cost per session Mid-market/Enterprise: $40,000/year platform fee (includes enterprise $100,000/year AI Post-Interaction seats, MRC, consumption, support) + session usage 20 seats $250 MRC 50 seats $15,000/year e Minimum Deal Size etc. 100-200 licenses, SMB: No annual platform depending on features. fee but higher cost per session M GenAI: automated Quality Agent Coaching AI Scorecards Assurance, agent coaching, e Customizable Dashboard and voice-of-customer Other AI Post-Interaction additional tools and use to Platform Analytics Read more here. Customized Reporting AI CSAT (VoC) insights also Read more here. Capabilities cases a Data Extract to Enterprise available. s BI AI Coaching Hub t Analytics

Kore GPT (proprietary) plus pre-built integration with the following 3rd- party models: Claude 3 (sonnet), Codellama, GliNER, JAIS, Anthropic, Azure OpenAI Llama2-7B ne tuned, (Microsoft), GALE, Google Llama-13B, Llama2-70b, n Large Language Model(s) LLM(s) the provider's Gemini, LaBSE, LaMDA, Proprietary Enlighten AI, Mistral 7B ne-tuned, Proprietary Proprietary Roadmap Utilized technology leverages OpenAI (direct), T5, XLNet OpenAI Mistral-8x7b, Multilingual- MiniLM-L12-H384, Read more here. OpenAI gpt-3.5, gpt-4, A UniversalNER Custom models also supported but require pro. services to build integration. Level.ai's proprietary LLM LLM has been modied to is designed and trained on Vertical-Specic Large LLM(s) listed above with t a number of different Proprietary based on Banking, Food Service, vocabulary unique to Language Model(s) features tailored to meet verticals including Retail, vertical-specic Contact Available Upon Request Roadmap Healthcare, Retail multiple verticals. Please Utilized industry-specic needs Banking, Healthcare, and Center data contact us for additional more. information. Autopilot Knowledge: end- to-end implementation with up to 3,500 imported Uniphore provides full HTML articles implementation services to install, integrate, Autopilot Knowledge with congure, test, and deploy Expert CX: end-to-end our solutions for our implementation with up to customers. These are 750 imported HTML typically delivered as xed Yes, enterprise support articles; core branding and fee projects quoted based available with $40,000 Yes; CSM leads kick-off advisory sessions are on customer US-based company with annual platform fee. with customer, followed by included requirements. White-glove domestic implementation coordination with Implementation Description or link implementation services and professional services Customers can forgo technical teams, review of Overview providing further detail Enlighten Copilot for Additionally, Uniphore available, as well as Self- available. enterprise support and customer data and rubrics, Agents: end-to-end provides Optimization Deployment Guides. adopt a self-service model training of implementation with up to Services to help our Read more here. themselves for no annual admins/managers/agents en 3,500 imported articles customer extract platform fee. maximum value from their Enlighten AutoSummary: Uniphore deployments. integration into CXone to Optimization Services set up the transcript to the provide proactive services appropriate service. to manage, maintain, add, Implementation includes and make changes to the registration of a 3rd party deployment post go-live. pre-integrated TTS cloud offering. Yes, enterprise support Yes; various pro. services available with $40,000 Uniphore can provide available (Executive annual platform fee. Professional Services additional professional Business Review and Yes. US-based professional available for additional fee. pre-sales, post-sales, and Additional fee based on services as requested by Enablement/Training services available. Professional Services Customers can forgo ongoing services SOW our customers in addition Session included; Insights enterprise support and Customer resource library to ongoing Optimization Report and general pro. Read more here. adopt a self-service model available here. Services described above. service hours available for themselves for no annual en additional fee) platform fee. Yes Yes All of Uniphore's products Yes can be purchased stand- Yes AI products that can be Enlighten XO and alone: sold as standalone Solutions Sold Standalone All Kore.ai services can Enlighten AutoSummary No Can be be sold standalone No overlays for another overlay 3rd-party systems can be sold standalone; all Self-Service to overlay on an existing platform so like IVRs or ACDs. other capabilities require Agent Assist UCaaS/CCaaS solution CXone. Analytics Capture Q for Sales Enlighten XO: AI with multi-layer custom intent Ye Enlighten Autopilot: no- code identication and automation of new Leader on Gartner Magic workows Quadrant for Conv/ GenAI/ Automation. Enlighten Autopilot One platform with d Knowledge: self-service multiple solutions -one NVIDIA tech and nance FAQ delivery to customers point of integration and d Ability to meet the partner. ASR. Proprietary Ai embedded customer where they are Enlighten Actions: into the entire platform. All US-based support. P unique features of the and set the agenda Differentiators Verticalized self-service automation identication One platform built using: This includes voice, technology accordingly. and agent assist solutions and insights -Generative AI messaging, meetings, Read more here. utilizing models populated -Knowledge AI contact center and sales. Read more here. with the most frequent Enlighten Copilot for -Emotion AI S intents spoken by Supervisors: real-time AI- -Data & Screen Capture customers within specic based insights for -Workow Automation verticals like banking or supervisors healthcare. O Enlighten Copilot for on Agents: agent assist Enlighten AutoSummary: post-call interaction summary