Welcome to the Conversational AI Landscape,
this is a quick tour through the landscape.
There are 3 main forms of Voice / Conversational AI Application.
To get started, let's imagine you are working for a retail organisation.
As an organisation it can be interesting what other organisations in your field are doing with conversational AI and voice technology. In this section you browse through all the organisations, or you can add yourself to the landscape.
Next, once you know a use case to build, mouse over the technology providers section.
Here you can find a breakdown of the various technology categories used in Conversational AI space. In this section you can browse through all the vendors delivering hardware or software solutions regarding Conversational AI products and tools.
Find out about various organisations & institutions to learn from in the Science & Research section.
Download the map or Add your organisation to the database
The Conversational AI Landscape Map provides an overview of the field of Conversational AI and helps people understand how the industry is vorming and what organisations are part of it. All categories have descriptions and anyone can add their organisation to the database. Key component is the landscape visual. Feel free to download it and use it in your media or presentations.
There are many different application areas for Conversational AI in a company. The Conversational AI Landscape map focuses on 3 main applications which have great potential, Smart Assistants, Integrated things, and service operations.
Conversational AI can be integrated with a “smart home”, examples are home automation; Commerce, and healthcare & automotive. The home ecosystem of interconnected “things” often called IoT, enables hassle-free remote access and real-time monitoring. Smart assistants (like Google Assistant and Amazon Alexa) can be used as a ‘hub’ to use voice commands to manage your connected home devices, from one interface.
Conversational AI can be applied in a Call center environment in the IVR (Interactive Voice Response), the Conversational dialogue can guide a customer through the authentication process, for example, or make changes to underlying systems.
One of the most well-known applications of Conversational AI technology is the Smart assistant. A Smart Assistant is a software application that is able to generate an answer or perform an action based on a question. There are various ways to operate a Smart Assistant, for example via an app or based on voice commands.
Organisations that are known for their products and services, which make use of Conversational AI technology and service providers and experts specialized in Conversational AI.
Governmental institutions.
Organisations involved in the retail field offering products via physical stores or online.
Organisations offering services for care and assistance for people in relation to their health.
Organisations involved in the finance field offering services and products such as loans, insurance, bank accounts and more.
A technology company (vendor) delivering hardware or software solutions relating to Conversational AI products and tools.
Large Language Models are capable of understanding and generating text. You can use this technology to let it predict answers to questions, do creative writing (like headlines, blog posts etc), translate text, or generate summaries of text. You can also use it to let it generate, translate or debug code.
LLMs are generally speaking trained on huge amounts of text data sometimes even on petabytes scale. Text-generating AI, learned the relationships between sentences, words and parts of words by ingesting huge amounts of content from the web, including hundreds of thousands of Wikipedia entries, social media posts and news articles.
LLMs are self-supervised which means it's a machine learning algorithm, that does not require human annotated data (labeling) as in the first stage it generates those labels itself, and then in a later stage it is using these generated labels.
Collecting metrics to understand and monitor customer experience, for example conversation-related metrics, session and funnel metrics or bot machine learning model health.
See also the DDMA White Paper on Conversational Analytics.
Contact Center tools are tools used in call centers or customer experience (CX) centers. For example, AI tooling to automate, transmitting or transcribing high volumes on telephone systems or chat interfaces. The telephone systems often use conversational AI routing technology as an integrated part of contact center (cloud)solutions.
This provides better experiences for customers and insights into call drivers while saving money for businesses. Improve contact center metrics, including case deflection rate, CSAT, & resolution time.
Speech technology relates to the technologies designed to respond to the human voice. They have many uses. These include aid to the voice-disabled, the hearing-disabled, and the blind, along with communication with computers without a keyboard. This subject includes speech synthesis, speech, or speaker recognition and (bio) verification.
Conversational AI platform tools to develop or design conversational AI interfaces, for example bot builders to create text or voice-based interfaces, and integrate this in voice speakers, websites, apps or contact centers.
A virtual assistant is a software agent that can perform tasks or services for an individual based on commands or natural language questions. The term "chatbot" is sometimes used to refer to virtual assistants generally or specifically accessed by online chat. Other virtual assistants interpret human speech and respond via synthesized voices. Users can ask their assistants questions, control home automation devices and media playback via voice, and manage other basic tasks such as email, to-do lists, and calendars with verbal commands.
Conversational AI hardware like smart speakers / devices with integrated virtual assistants (created by technology providers) that offer interactive actions and hands-free activation with the help of one "hot word", for example to control home automation.
Organisations that provide services for mainly user organisations to help grow or start conversational projects.
Help with the positioning and growth of conversational products or services in an organisation(s) on a strategic level, from FAQ chatbots for instant customer service to multi-model conversational experience with handovers and more.
The development of a conversational AI application is done by what is often referred to as ‘Conversational AI developer’. The development of an application is usually based on a platform that is provided by a Technology Provider such as Google or Y.digital for example. These platforms often support a wide range of programming languages for developing a conversational AI application, such as JavaScript, Java, Python etc.
The service of creating a higher awareness and users through marketing channels.
A service specific to the design of conversation for the chat and/or voice interfaces. A conversation designer focuses on the user, they map the flow of the conversation and the fitting turns. They make sure users are understood and have a great user experience.
Organisations (often voluntary) focused on the conversational field from various perspectives, business, social, feminist, and more.
Communities at university campus', academically focused events and other groups of people where interaction is mostly between people who study and/or research topics related to conversational AI.
Organisations (often voluntary) focused on the conversational field from various perspectives, business, social, feminist, and more.
Organisations focused on the conversational field, in order to uplift the industry and connect people internationally.
Organisations and academic institutions that are involved in researching, studying and inventing things within the conversational field.
Academic institutions that provide education and research into fields related to Conversational AI technology.
Organisations that research the current conversation market to develop and gain insights into what has happened and provide information on where to go to.
