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In the past half-decade, the intelligent virtual assistant market has become transformed by the impact of artificial intelligence (AI). There is no leading player in the market that doesn’t have some AI-related capability driving their solution.


  • An IVA enables end users to interact in a natural way rather than conform to the limitations of a legacy (non-intelligent) virtual assistant.

Features and Benefits

  • Assess the leading vendors in the IVA market.
  • Learn the strengths and weaknesses of the key IVA vendors.

Key questions answered

  • What proportion of calls can IVAs be expected to handle autimatically?
  • What are the limitations of IVA technology and where is it headed?

Table of contents


  • Catalyst
  • Ovum view
  • Key findings

Market and solution analysis

  • Ovum Decision Matrix: Intelligent Virtual Assistant, 2020–21
  • Vendor solutions

Vendor analysis

  • [24] (Ovum recommendation: Leader)
  • Artificial Solutions (Ovum recommendation: Leader)
  • Creative Virtual (Ovum recommendation: Leader)
  • IBM (Ovum recommendation: Leader)
  • Interactions (Ovum recommendation: Leader)
  • IPsoft (Ovum recommendation: Leader)
  • Nuance (Ovum recommendation: Leader)
  • Oracle (Ovum recommendation: Leader)
  • Salesforce (Ovum recommendation: Challenger)
  • SAP (Ovum recommendation: Challenger)
  • Verint (Ovum recommendation: Leader)


  • Vendor solution selection
  • Author

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