Conversational AI is transforming enterprise-customer interactions, evolving beyond legacy scripted chatbots and IVR systems to deliver intelligent, contextually aware experiences. With rising enterprise investments in voice AI, organizations are enabling natural, human-like conversations that reflect tone, cadence, and emotion, while autonomous AI agents are independently handling end-to-end tasks such as scheduling, refunds, and knowledge curation.
The rapid maturation of large language models is driving these advances, empowering AI systems with stronger comprehension, multi-turn dialogue management, and adaptability across languages, industries, and use cases. Simultaneously, AI-driven copilots are augmenting live agents by surfacing contextual insights, recommending next actions, and automating post-interaction tasks to improve both customer and employee experiences.
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Conversational AI and AI Agents in Customer Experience Management (CXM) Products PEAK Matrix® Assessment 2025
In this report, Everest Group assesses 26 conversational AI and AI agent providers, categorizing them as Leaders, Major Contenders, and Aspirants based on their market impact and delivery capabilities. Star Performers are also identified, recognizing providers that have shown exceptional year-over-year improvement. This research helps enterprises identify the right-fit partners for their transformation journeys and enables providers to benchmark their offerings against peers.
Scope
- All industries and geographies
- Products: conversational AI and AI agents
- This assessment is based on Everest Group’s annual RFI process through March 2025, interactions with leading conversational AI and AI agents technology providers, client reference checks, and an ongoing analysis of the conversational AI market
Contents
This report outlines:
- Everest Group’s PEAK Matrix® evaluation assessing 26 conversational AI technology providers
- Providers’ key strengths and limitations
- Enterprise sourcing considerations
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What is the PEAK Matrix®?
The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.
