Conversational AI and AI Agents in Customer Experience Management (CXM) Products – Provider Compendium 2025

Conversational AI (CAI) and AI agents are transforming enterprise-customer engagement, evolving from scripted chatbots to intelligent, autonomous systems capable of real-time, human-like interaction. This shift is driven by rapid advances in voice AI, multimodal interfaces, and large language models that enable contextual understanding and dynamic task execution. As these technologies scale, enterprises are embedding AI across a wider range of customer-facing functions – from handling service requests to automating complex tasks such as refunds and appointment scheduling.

This compendium provides comprehensive and fact-based snapshots of 22 CAI and AI agent technology providers and offers insightful analysis of their capabilities. The compendium enables providers to benchmark their capabilities against their peers, while buyers can assess the providers based on their desired set of capabilities.