出版：Daybreak Insights（デイブレイクインサイツ） 出版年月：2023年6月
Emerging AI Chatbot Vendors Report Q2 2023: Discover The 10 AI Features For Chatbot Vendor Assessment
AIチャットの新興ベンダレポート 2023年第2四半期：10のAI機能からのチャットボットベンダ評価
| ページ数 | 45 |
| 価格 | |
| シングルユーザライセンス | USD 3,500 |
| 2-5ユーザライセンス（5名） | USD 4,000 |
| エンタープライズライセンス | USD 6,000 |
| 種別 | 英文調査報告書 |
生成AI（ジェネレーティブAI／生成系人工知能）とChatGPT の急速な台頭により、企業のビジネスリーダーはAIを活用したチャットボットを導入する必要性を強く感じています。これらのチャットボットにより、顧客満足度の向上、生産性の改善、売上アップにつながる可能性があります。 カスタマーサービス、人事、IT、販売、マーケティングのいずれの分野においても、AIチャットボットベンダーによる組織強化に関心が持たれています。
Daybreak Insights「AIチャットの新興ベンダレポート 2023年第2四半期：10のAI機能からのチャットボットベンダ評価 – Emerging AI Chatbot Vendors Report Q2 2023: Discover The 10 AI Features For Chatbot Vendor Assessment」は企業に導入される製品の傾向や機能など、AIチャットボットベンダーの進化する状況を洞察し、Cognigy、Gupshup、 Hyro、Kore.ai、Laiye、PolyAI、Sobot、Spitch、Voiceflow、Yellow.ai などのベンダー10社の製品について詳細な調査・評価結果を提供します。インタビューと製品トライアルを実施することで、新興ベンダーの AI機能と企業にとっても利点を解説します。 また、10 ポイントの AI 機能基準に対するベンダーの対応状況を測定します。AIチャットボットのベンダと機能は金融サービス、ヘルスケア、小売業、不動産、教育など、様々な産業に適しています。
主な掲載内容
- AIチャットボットベンダ―市場サマリー
- 新興ベンダの状況
- 新興ベンダの主要AI機能概観
- フィーチャーマトリクスによるAI主要機能のベンダ10社比較
- インタビューと製品試用を基にした新規ベンダ10社のプロフィール
- 製品概要
- AIのフィーチャーマトリクススコア
- 製品ハイライト
Report Overview
The rapid emergence of generative AI and ChatGPT has intensified the need for enterprise business leaders to adopt AI-powered chatbots. These chatbots have the potential to enhance customer satisfaction, boost productivity, and grow sales. Whether you are in customer service, HR, IT, sales, or marketing, you’ll want to know how AI chatbot vendors can enhance your organization.
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Market Summary We highlight the landscape and trends of AI chatbot vendors. | AI Features Matrix We identify the 10 emerging AI chatbot features and assess vendors. | Vendor Profiles We analyze vendors and highlight their product and AI capabilities. |
This report provides valuable insights into the evolving landscape of AI chatbot vendors, including the product trends and capabilities coming to the enterprise. We delve into the offerings of ten selected vendors – Cognigy, Gupshup, Hyro, Kore.ai, Laiye, PolyAI, Sobot, Spitch, Voiceflow, and Yellow.ai – and evaluate them. By conducting interviews and product trials, we showcase the AI capabilities across emerging vendors and advantages they can offer to your enterprise. We also measure how vendors stack up against a 10 point AI feature criteria.
These vendors and capabilities are applicable to a host of industries including financial services, healthcare, retail, real estate, and education, and others.
In this 45 page report, you’ll get
- Summary of the AI Chatbot Vendor market
- Landscape of the emerging vendors
- Overview of the key AI capabilities seen across emerging vendors
- AI Feature Matrix comparing the 10 vendors across key capabilities
- Profiles on 10 emerging vendors from interviews and product trials
- Product overview
- AI Feature Matrix scores
- Product highlights
目次
Table of Contents
Executive Summary
Market Overview
AI Feature Matrix Definitions
AI Feature Matrix
10 Emerging AI Chatbot Vendor Profiles
Recommendations and Conclusion
Appendix
Research Methodology
Glossary of Terms
Daybreak Insights Company Overview
Top 10 AI Features For Chatbot Vendor Assessment
After an extensive deep dive into emerging AI chatbot vendors, including interviews and hands-on product trials, we are excited to present our comprehensive report on the state of the market and landscape. In this blog post, we share an excerpt from our report that sheds light on the AI capabilities that these chatbot vendors bring to the enterprise. Our goal is to educate you on the potential benefits for your company and provide a helpful framework for evaluating chatbot vendors.
Top 10 AI Features for Chatbot Vendor Assessment:
A full definition for each of these 10 AI features is listed below.
- Document Parsing: This feature enables the enterprise user to upload a document (Text, PDF, CSV, DOC, etc.) or a website as a data source, and the AI will automatically and instantly parse and understand the document to extract relevant information for answering customer questions.
- Intent Matching: This feature enables the enterprise user to define and create a variety of intents with multiple utterances (example sentences) for each intent. It will then use AI to detect how similar the customer input is to any of the utterances for the intents. If the customer input is similar enough to an utterance, the intent for that utterance is then triggered to lead the customer through the intent’s flow.
- Utterance Scoring: This feature uses AI to assign a score to each utterance of all the predefined intents created by the enterprise user. This score is based on how close the utterance matches the intent and how unique the utterance is in comparison to other intents’ utterances. The utterance that closely matches its intent and is distinct from the other utterances would receive a high score.
- Match Threshold Setting: When the customer input is matched to the utterance of an intent, their similarity is calculated by AI into a match score. This feature enables the enterprise user to see that match score and adjust its threshold at which the customer input is deemed similar enough to trigger the intent. A lower match threshold means that inputs with lesser similarity to the intent’s utterances would also trigger the intent, while a higher threshold means that only those with greater similarity to the utterances would trigger the intent.
- Unmatched Input Training: This feature enables the enterprise user to see all the customer inputs that were not matched to any predefined intents due to their lack of similarity to these intents’ utterances. These unmatched inputs are then matched by AI to the appropriate predefined intents. The user could then train these inputs by adding them to these intents’ utterances, or creating new intents and adding them to these new intents’ utterances.
- Response Generation: This feature enables the enterprise user to customize the chatbot to automatically respond to customer questions and requests using AI. The chatbot’s responses, personality, and language would be defined by the user using natural language prompts (“Give the customer a travel tip in French.” “You are a helpful assistant who answers questions as politely as possible.”)
- Variation Generation: This feature leverages AI to automatically generate different variations of the data created by the enterprise user in building the chatbot. The variations can be generated on the utterances for each intent, the entities for a particular topic, and the responses to customer input.
- Guardrails Setting: This feature enables the enterprise user to set and control the guardrails for the proprietary or third-party LLMs used by the chatbot to answer customer requests. The user can manually adjust the AI model’s temperature, which determines the variability of its responses based on the user’s prompt. The lower the temperature, the stricter the AI guardrails are set, resulting in more precise responses from the chatbot.
- Contextual Memory: This feature enables the chatbot to remember the customer’s identity, previous messages, and past interactions. The contextual memory would then be used by AI to personalize the chatbot’s responses to each customer, skip certain questions if the answer is already recorded, and guide the customer back on track after the conversation flow is interrupted by an out-of-scope question.
- Sentiment Analysis: This feature enables the chatbot to detect the emotional content of the customer input and respond appropriately and empathetically using AI. For example, if the customer talks about a happy personal event, the chatbot would respond in a congratulatory manner. If the customer shares news of a personal tragedy, it would respond with sympathy. If the customer displays overtly negative emotions, it would transfer the conversation to a human agent for more hands-on support.
By exploring these 10 key AI features across chatbot vendors, you can evaluate their capabilities and select the best fit for your organization. These AI features have the potential to enhance customer satisfaction, drive productivity, and boost sales in your enterprise.
AI Chatbot Vendors Landscape and Directory
As you may know, we have ongoing research coverage on AI chatbot vendors and publish quarterly reports on emerging trends and companies (see latest report). As part of our research process, we are continuously scanning the landscape to ensure all vendors are on our radar. We are releasing the full landscape of vendors to our community in this directory and will keep it updated.