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Gartner MQ Score Card 2023
Kore.ai Named a Leader in 2023 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms, Again!

“As customer and employee experiences have become pivotal for business growth, it’s never been more important for enterprises to invest in a proven AI technology platform.

And that’s why we’re so honored to be named as a Leader in Gartner’s Enterprise Conversational AI Platforms Magic Quadrant 2023.”

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Gartner, Magic Quadrant for Enterprise Conversational AI Platforms, Bern Elliot, Gabriele Rigon, 6 March 2023.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Kore.ai.

How the Conversational AI Landscape is Evolving

Virtual assistants are emerging as the most common use for AI within the enterprise sector. Low-code/no-code conversational platforms are being leveraged across a variety of use cases such as customer service, IT service desk, HR, sales support, commerce, marketing, and advisory services. There is a great degree of innovation moving at a high speed with more capabilities becoming available for less development and less data science effort. This page summarizes the major trends shaping this industry.

Gartner defines the enterprise conversational AI platform market as the market for software applications used to build, orchestrate and support the development of multiple use cases of conversational automation, while targeting multiple roles within the enterprise. Enterprise CAIP enables conversational automation as a strategic enterprise capability.

-2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms

AI innovation will drive contact center agent automation, resulting in an 8% agent workload reduction by 2024, up from 1% agent workload reduction in 2020

Competitive Landscape: Contact Center as a Service-Gartner

Conversational AI Platform revenue estimated to be $2.5 billion in 2020, growing at a pace of 75% year over year.

Competitive Landscape: Conversational AI Platform Providers-Gartner

By 2025, customer service organizations that use AI-enabled knowledge automation will achieve 90% first contact resolution, up from 50% in 2021.

Predicts 2022: Customer Service and Support-Gartner

Automation will transform 80% of jobs in some way by 2030.

Predictions 2022: The Future Of Work-Forrester

By 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%.

The Future of Customer Engagement Center-Gartner

By 2023, 30% of customer service organizations will deliver proactive customer services by using AI-enabled process orchestration and continuous intelligence.

CRM Customer Service and Support-Gartner

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