skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


Conversational AI is being widely adopted by global enterprises across industries to drive customer service, productivity, and employee engagement.


  • Conversational AI will remake industries.

Features and Benefits

  • Summarizes the strategic investments involved in enabling conversational AI
  • Provides use cases of conversational AI across the enterprise
  • Assesses the requirements for enabling conversational AI across channels

Key questions answered

  • How will intelligent conversational interfaces evolve?
  • How will voice recognition be positioned as the primary computing interface in the future?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

The rise of intelligent automation

  • Consumers' expectations drive adoption
  • Strategic technology investments are on the rise

Conversational AI use cases span the enterprise

  • Customer care resolves more inquiries
  • Sales closes deals with AI
  • Employee productivity and efficiency gains rise
  • Customers make purchases in whatever channels they choose

The future of intelligent conversational interfaces

  • Voice will become a primary computing interface
  • Cognition and intent will improve for complex conversations
  • Platforms will derive meaning by preserving context
  • Rollouts of task-oriented agents will increase
  • Bots will recognize the emotional state of users
  • Fixing data vulnerabilities will become a primary focus
  • Conversational AI will remake industries


  • Methodology
  • Further reading
  • Author

Recommended Articles


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316

Asia-Pacific team: +61 (0)3 960 16700

US team: +1 212-652-5335

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now