OneReach.ai Scores Highest in Customer Service and Human Resources

GARTNER® CRITICAL CAPABILITIES FOR ENTERPRISE CONVERSATIONAL AI PLATFORMS

2022 Gartner® Critical Capabilities for Enterprise Conversational AI Platforms

OneReach.ai received the highest scores in Customer Service and Human Resources Use Cases in the Inaugural 2022 Gartner® Critical Capabilities for Enterprise Conversational AI Platforms! OneReach.ai was also ranked #1 in four out of five Use Cases: the aforementioned Customer Service and Human Resources, as well as Voice Bot in Call Center and Orchestration of Multiple Employee-Facing Bots. As a companion to the Gartner® Magic Quadrant™, which also named us a Leader, the Critical Capabilities report evaluated and ranked 21 platforms across 14 critical capabilities.
Access a complimentary copy of the report via Gartner here

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 a best fit in various use cases to provide you actionable advice on which products/services you should add to your vendor shortlists for further evaluation.

Customer Service Use Case: OneReach.ai scores highest

Customer Service

“Customer Service needs to support a wide variety of channels, both text and voice based, and typically targets a diverse audience,” reads the Gartner description of this use case. “It requires tooling for the customer service organization and mechanisms to escalate to and involve human agents in operationalization.”

Here are some examples of how our customers are using CSG2 to automate customer service tasks:

Learn how to do it using CSG2:

In your OneReach.ai account, you can go to the “Courses” section to learn how to build customer service solutions and what best practices to keep in mind. Here are some courses we recommend:

  • Building with Voice as a Channel Course: This course teaches you how to build a solution with voice as a channel. It reviews backend features such as identifier management and SIP integrations, to functionality and customization options like call recording and SSML features. The course also includes best practices for troubleshooting and demoing your voice solution.

Recommended resources for Customer Service solutions:

Practical example - A bot acts proactively and helps to protect a client’s funds

Human Resources Use Case: OneReach.ai scores highest

Human Resources

HR focuses on automation of a wide array of employee focused informational and transactional conversations. For example, the dozens of routine processes and conversations taking place during employee on-boarding and off-boarding illustrate how HR is ripe for conversational AI and automation.

Here are some examples of how our customers are automating HR on our platform:

Learn how to do it in CSG2 – Here are some videos we recommend::

  • NLU Course: Learn the fundamentals of NLU, how to get started building/importing models, and how to use NLU engines (our proprietary engine or third-party engines) in your solutions
  • Solution Architecture Course: This course walks you through best practices and considerations, as well as common fails and how to avoid them

Recommended resources for HR solutions:

Practical Example: HR solution for improved employee experience

Voice Bot on Call Center Use Case: OneReach.ai scores highest

Voice Bot on Call Center

Gartner defines this use case as “specifically automating voice phone calls on a call center with existing IVR and telephony systems in place.” CSG2 provides native voice capabilities—some of which are not available through other vendors evaluated. CSG2 has end-to-end control and insights over the voice stack, with robust functionality. Our voice capabilities give you several options for building voice solutions:

  • Go from legacy IVR to modern conversations: augment your current system with state-of-the-art cloud-based conversational AI capabilities
  • Build an independent, end-to-end contact center solution without involving telco middlemen
  • Replace your entire legacy voice stack: gradually migrate and modernize existing solutions in weeks instead of years

Here are some examples of how our customers are using our voice capabilities:

Learn how to do it in the OneReach.ai platform – here are some courses we recommend:

  • Building with Voice as a Channel Course: Includes a review of backend features such as identifier management and SIP integrations, as well as functionality and customization options like call recording and SSML features, and best practices for troubleshooting and demoing your voice solution
  • Experience Design Course: IVRs are some of the most hated automated experiences, this conversational design course has patterns and ideas that put users first

Recommended resources for Voice solutions:

Practical Example: Healthcare voice solution

Orchestration of Multiple Employee Facing Bots Use Case: OneReach.ai scores highest

2022 Gartner® Critical Capabilities for Enterprise Conversational AI Platforms

OneReach.ai scored highest in 4 out of 5 of the Use Cases in the 2022 Gartner Critical Capabilities for Enterprise Conversational AI Platforms report, the definitive guide for comparing platforms.

OneReach.ai also had the highest overall average score for key capabilities identified by Gartner for Conversational AI platforms.

Read the report

Orchestration of Multiple Employee Facing Bots

Gartner defines this use case as “orchestration of many employee facing bots for a variety of tasks. Each bot might be owned by different parts of the business; thus, the orchestration is not only in how employees interact, but also how they are maintained and operationalized.” 

With something as complex as multi-bot orchestration, technological limitations often get in the way, leading to disparate, siloed systems with minimal internal coordination. We’ve built CSG2 specifically to allow for orchestration of multiple systems to avoid this problem.

Here are some examples of how our customers have used this functionality with their employee facing bots::

Courses to help you learn in our platform:

CSG2 offers the following courses to teach you how to use this functionality and design for bot orchestration:

  • Solution Architecture Course: This course walks you through best practices and considerations, as well as common fails and how to avoid them

We recommend these resources for learning about best practices for Orchestration of Multiple Employee Facing Bots:

The intelligent orchestration of bots is something that our team has spent years researching, testing, and building. Our founder, Robb Wilson, is writing a book to equip problem solvers and leaders with a strategy for building an intelligent, coordinated ecosystem of impactful automation—a network of skills shared between intelligent digital workers. Sign up for updates on the book release on our website.

In the meantime, we have other resources available on this topic:

Practical Example: Virtual Assistant Orchestrates Several External NLU Engines

IT Service Desk Use Case: OneReach.ai scores second highest

OneReach.ai exists on the fundamental belief that CS2.0 is the best way we can uniquely contribute to society in a way that will be appreciated by others and make the world better.

We are proud of what we created and we hope you like it too.

Robb Wilson
Founder + Lead Designer and Chief Technologist

IT Service Desk

According to the Gartner definition, “IT service desk focuses on diagnostic conversations leading to preferably automated resolution of a user’s problem. It requires leveraging of backend ticketing systems and knowledge bases.”

Here are some examples of how customers are using IT service desk solutions:

Learn how to do it in CSG2:

Here are some courses in the OneReach.ai platform that address these functionalities and share best practices for designing solutions:

  • Human-in-the-Loop Course: The Human-in-the-Loop (HitL) functionality in CSG2 allows you to create a hybrid solution that includes automation while also incorporating the ability for a human to jump into the conversations your bot may not yet be equipped to handle
  • Solution Architecture Course: This course walks you through best practices and considerations, as well as common fails and how to avoid them

We recommend these resources for learning about best practices for IT Service Desk solutions:

Access the full report via Gartner.

Learn about top Conversational AI use cases and determine which vendors best meet the current and future needs of your organization.

Read the report

About Gartner and the Critical Capabilities Report

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

Gartner Disclaimer:

These graphics were published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document.

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

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    Gartner Critical Capabilities for Enterprise Conversational AI Platforms








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