Receives Highest Scores from Gartner in Customer Service and Human Resources Use Cases


The inaugural 2022 Gartner® Critical Capabilities for Enterprise Conversational AI Platforms report has been released, and out of 21 vendors received the highest score in 4 out of 5 Use Cases (read the report here). Our platform, Communication Studio G2, took top scores in the Customer Service, Human Resources, Voice Bot on Call Center, and Orchestration of Multiple Employee Facing Bots Use Cases. We also received the second highest score in their Use Case, IT Service Desk. 

The Critical Capabilities report is a product-focused evaluation designed to help prospective customers find the best platform. As a companion to the Gartner Magic Quadrant, in which we were also named a Leader, the 2022 Gartner Critical Capabilities for Enterprise Conversational AI Platforms report evaluated and ranked a multitude of platforms based on a comprehensive technical review of product capabilities. The report ranks vendors based on a set of weighted technical capabilities, and then applies their scores across top use cases in the market to determine which ones best meet the current and future needs of the organization. This report is designed to mitigate risk for companies evaluating conversational AI platform vendors and save them time.

Read the full report and learn more about each use case

“Gartner’s Critical Capabilities report is the first of its kind and because the conversational AI market is full of noise and unmet promises, we really didn’t know what to expect,” said Robb Wilson, principal designer, chief technologist and founder of “This recognition from Gartner reaffirms our team’s hard work and dedication to our product, customers, and partners. It also validates our belief that conversational AI will only thrive on open systems designed with end-user experience at the forefront.”

Gartner, “Critical Capabilities for Enterprise Conversational AI Platforms,” By Magnus Revang, Anthony Mullen, Bern Elliot, Published 21 March 2022

Gartner Disclaimer:

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’s 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.

Comments are closed

ukraine flag

We stand with Ukraine and our team members from Ukraine.

Here are ways you can help