HFS Top 10 Cognitive Assistant Service Providers

In this inaugural HFS Top 10 research, we explore the emerging service provider ecosystem for conversational services that we call cognitive assistants—the intelligent, automated interactions that replace or augment human customer-facing transactions and processes and internal enterprise interactions and processes.

HFS Research sees cognitive assistants as the combination of conversational interaction and process execution capabilities; it combines characteristics of smart analytics and artificial intelligence. These services can include front-office facing elements (e.g., conversations with end customers) and internal employee use cases (e.g., help desk, HR onboarding, assisting contact center agents).

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