What are the must-know critical capabilities of 2023 for contact center AI?

in the 2023 Gartner® Critical Capabilities

Report for Enterprise Conversational AI Platforms 

Access your complimentary report: 

Are you prioritizing the improvement of your customer experience? Do you want to stay ahead of the competition by leveraging the right Conversational AI solution for you? 

The Gartner® Critical Capabilities Report for Enterprise Conversational AI Platforms is the definitive report for selecting the right Conversational AI platform for your organization. 

By downloading the report, we expect that you will gain valuable insights into:

  • The current state of Conversational AI technologies and their potential to transform customer interactions
  • How Conversational AI platforms can support your business objectives and improve CX
  • A detailed comparison of 19 Conversational AI platforms on the market

The Gartner® Critical Capabilities Report for Enterprise Conversational AI Platforms will help you navigate the complex landscape of Conversational AI and make the right choices for your business. 

Don't miss out on this valuable resource. Download the report now!


Gartner does not endorse any vendor, product or service depicted in our 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 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.   

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, “Critical Capabilities for Enterprise Conversational AI Platforms”, by analysts Bern Elliot, Gabriele Rigon 13 March 2023. 

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How we Believe we can Support you and Your Customers

How do Gartner Critical Capabilities Work? 

A Critical Capabilities document is a comparative analysis that scores competing products or services against a set of critical differentiators identified by Gartner. It shows you which products or services are the best fit in various use cases to provide you with actionable advice on which products/services you should add to your vendor shortlists for further evaluation. 

Cognigy has Achieved the Highest Ranking in all 5 use Cases of the 2023 Gartner®️ Critical Capabilities Report for Enterprise Conversational AI Platforms. These use cases include: 

  • Contact Center Automation
  • Self-Service Chatbots
  • ITSM/HR Virtual Assistants
  • Multilingual Chatbot Initiatives
  • Orchestration of Multiple Employee Facing Bots 

Cognigy's Vision

We're transforming service experiences with Conversational AI.  Our award-winning Conversational AI platform Cognigy.AI Powers Up enterprise contact centers to exceed customer expectations and improve agent satisfaction. This ranking in the Critical Capabilities report, we feel, confirms our commitment to advancing conversational AI.
Over 1000 brands worldwide trust Cognigy and its vast partner network to create customer and employee service that is loved by everyone. Cognigy’s worldwide customer portfolio includes Toyota, Fidelity Life, Bosch, Lufthansa Group, and Mercedes-Benz to name but a few. Learn more at cognigy.com

Power Up your Enterprise Contact Center with Cognigy.AI

Cognigy, a market leader in Conversational AI, Powers Up enterprise contact centers to exceed customer expectations, improve agent satisfaction, and rapidly respond to market changes.

The Cognigy.AI platform enables next-generation customer service with a suite of solutions, including Conversational IVR, Smart Self-Service, and Agent + Assist. With our award-winning Conversational AI platform, we’re enabling enterprises to deliver always-on, personalized service experiences at scale that embrace Generative AI, on both voice and chat.

Delivering fast time to value, Cognigy.AI is a low code platform that is easy to use, supports all use cases, and is designed to fully integrate with existing contact center and enterprise systems.  

Trusted by More Than 1000 Brands Worldwide

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