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