Leaders

High Performers

Contenders

Niche

Market Presence

Satisfaction

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G2 Grid® Scoring

AI Agents Definition

AI agents, also known as intelligent virtual assistants (IVA), virtual agents, and digital employees, allow businesses and customers to interact in a conversational manner. These conversations, powered by the latest AI and machine learning, are human-like and sound natural.

A key differentiator between AI agents and chatbots software is the nature of the conversation conducted. Chatbots are typically scripted and cannot understand multiple intents. Frequently, they rely on menu bars and have limited ability to understand users' inputs. This contradicts AI agents, which understand a range of different intents from a singular utterance. They can interpret responses they are not explicitly programmed for by using natural language processing (NLP).

With machine learning (ML) and deep learning, AI agents can grow intelligently, understand a wider vocabulary and colloquial language, and provide more precise and correct responses to requests.

In addition, they can provide personalized answers based on segmentation or other information provided. They are often focused on a particular job role or use case, such as marketing, customer service, and sales.

This type of software has the ability to use the human’s output as an input to drive automation, such as updating business systems like CRM software. They perform these tasks and other forms of autonomy without being programmed explicitly to do so.

To qualify for inclusion in the AI Agents category, a product must:

• Understand a conversational request by using NLP or speech recognition
• Give users the ability to customize the AI agent
• Provide tools to analyze conversations via dashboards or reports
• Have the ability to route conversations to a human
• Allow for human-in-loop capabilities to ensure accuracy and viability of AI agent
• Engage in advanced automation, through AI and integrations, with some level of autonomy

AI Agents Grid® Scoring Description

• Products in the Leader quadrant are rated highly by G2 users and have substantial Market Presence scores. Leaders include: Intercom, Kore.AI, Microsoft Copilot, IBM watsonx Assistant, Genesys Cloud CX, Gladly, and LivePerson
• High Performing products have high customer Satisfaction scores and low Market Presence compared to the rest of the category. High Performers include: Botpress, Twixor, Zendesk AI agents (Ultimate), Leena AI Autonomous Agent, Zowie, Conversica, Assembled, Rezolve.ai, Espressive, Inc., DigitalGenius, Rulai, MeBeBot Intelligent Assistant, Supervity, and Vozy
• Contender products have relatively low customer Satisfaction scores and high Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Contenders include: Microsoft Copilot Studio, Aisera, Ada, and HCL BigFix AEX
• Niche products have relatively low Satisfaction scores and low Market Presence compared to the rest of the category. While they may have positive reviews, they do not have enough reviews to validate those ratings. Niche products include: Replicant, Voiceflow, Dixa, Moveworks, Forethought AI, Haptik, Level AI, Cognigy.AI, yellow.ai, Puzzel, Kenyt, EVA.ai, ViaSay, Verint Messaging, Cresta, CBOT, Netomi, and Omind