New AI and Chatbots technologies are completely changing the moribund contact center vendor playing field. Spurred on by consumer acceptance of speech technologies in smartphones such as Apple Siri, and home virtual assistants such as Amazon Alexa, ‘conversational AI’ vendors have appeared in the contact center market a-plenty.

This blog by IDC Research Director Gerry Brown describes how emerging vendors in the conversational AI platforms market, including Kore.ai are disrupting the contact center market by introducing new technology innovations, new vendors, and a new sense of market urgency.