GLG Network Survey: Conversational AI

Please fill out the form to request access to the survey data

SURVEY DETAILS
TARGET POPULATION

For this Network Survey, GLG surveyed 70 users of conversational AI platforms across the US, UK, Italy, France, Germany and Spain.

What will you learn from this survey?

  • Respondents commented on the conversational AI platforms they are currently using, amount of time, cost and effort required in the implementation as well as the reasons for using and important factors for selection of a conversational AI platform.
  • Further, the research gathered insights on the user experience with CCaaS (Contact Center as a Service) platforms, important factors for selecting a CCaaS platform, as well as the outlook on customer calls being handled by AI in the future.
  • Lastly, the survey looked into the competitive landscape in the conversational AI market, assessing the major platforms on the basis of ease of implementation, ease of modification, customer satisfaction, functionality, reliability, data reporting and cost of ownership.

Examples of findings:

  • Two-thirds (67%) state automating repetitive interactions is the main reason for incorporating conversational AI.
  • Nearly four-in-ten (39%) CCaaS users state ease of integration with existing systems is a key factor when selecting a CCaaS platform.
  • Around one-quarter of those who utilize CCaaS platforms use CISCO (28%), Amazon Connect (25%) or Twilio (25%).

Deliverables

The GLG Surveys team drafted the questionnaire with the support of GLG Network Member, Yan Zhang, former COO at PolyAI Limited.

  • 1 x Individual responses (“raw data”) in Excel.
  • 1 x PPT report with aggregated data.
  • Executive summary with key takeaways and highlights from the raw data.

Sample Questions

  • Which of the following conversational AI platforms is/are your organisation currently using?
  • Please rate your satisfaction with the following conversational AI platforms, on the basis of the following criteria.
  • Are you planning to switch your conversational AI platform in the next 2 years?
  • Which of the following factors motivated you to incorporate conversational AI in your business?
  • According to you, which of the following are the current unmet needs/areas requiring improvement, in conversational AI platforms?
  • Please rate the following CCaaS platforms on the basis your overall satisfaction.
  • In your opinion, by when do you think AI (Contact Centre as a Service) would replace human call centres completely?

Access

This survey is available to subscribers of the Technology, Media & Telecom (TMT) sector (Limited subscriptions and above). This offer includes the raw data file and a high-level presentation through PowerPoint. Please contact your GLG representative for details on your firm’s access.

DISCLAIMER

Please be advised that GLG Network Surveys operate differently than traditional GLG consultations, surveys, teleconferences, etc. and it is advisable that you consult with your firm’s legal and/or compliance department to review your use of the product and the payment for such work under your current subscription. 

By downloading this document and/or participating in the Network Survey, you understand and agree that the information and material provided by GLG, including survey results and survey proposal information, is provided for your own insight and informational purposes only. You further acknowledge and agree that this is a Network Survey for multiple GLG clients, and the results will be provided to all GLG clients that agree to participate in the Network Survey and GLG clients that agree to purchase the Survey results in the future. All survey results do not constitute investment advice or a recommendation. In using this Survey, you agree to hold Gerson Lehrman Group and the Survey respondents harmless and free of all liability as a result of your use of this Network Survey, other than liability resulting from the gross negligence or wilful misconduct of the protected party. You otherwise agree to be bound by Gerson Lehrman Group’s Usage Policies in your interactions with Gerson Lehrman Group and your receipt of services. These Survey results are for are for client’s own use and client shall not redistribute, disseminate, publish, or display the same, in whole or in part, to any third parties or publicly without the prior written permission of Gerson Lehrman Group, except explicitly set forth in your agreement with GLG. This survey will be double-blinded to both client and respondent. GLG reserves the right to restrict the number of clients that can pre-commit access. These Network Surveys are priced outside of standard GLG subscriptions but at a substantially reduced price to commissioning a fully proprietary GLG Network Survey. Upon finding these terms acceptable, please send an affirmative confirmation via email, which GLG will file in its records. Once confirmed, please note that the Client’s agreement to purchase the Network Survey is a legally binding and irrevocable commitment. If the survey is not included within your subscription, GLG will invoice Client for the fees due for the Network Survey. Please note that some respondents may not be Network Members, and the Terms and Conditions of Network Membership would not apply to such respondents and detailed records for them will not be available aside from the information that GLG capture in the Network Survey.