CX 中的 AI编配－创新与转型的驱动力

关键应用与公司简介矩阵

人工智慧 (AI) 对客户体验 (CX) 产业的影响和发展势头是深远的。这是一个瞬息万变的环境，推动着各行各业掀起大规模的创新浪潮。 Frost & Sullivan 的客户正在积极寻求 AI 技术专业知识和解决方案，以增强客户经验(CX) 能力并提高投资收益(ROI)。本研究更全面地阐述了 AI 如何改变客户体验 (CX) 格局，识别了推动更佳客户体验交付的关键 AI 应用，并概述了促成这一及时转型的公司和职能部门。

调查目的

• 我们概述并讨论了推动 CX 产业大规模创新的关键 AI 应用。
• 我们识别并分析开发和销售这些人工智慧应用程式的软体供应商。
• 我们在 CX 矩阵中展示了一个 AI编配，将这些软体供应商的功能对应到这些关键的 AI 应用程式。

目录

调查范围

CX应用中的AI和推荐公司

CX 的 AI编配

• 代理人工智慧
• 基于代理的 CX AI
• 代理AI特征矩阵
• 人工智慧分析
• 面向客户体验的 AI 分析
• AI分析功能矩阵
• 人工智慧工作室
• 面向客户体验的 AI Studio
• AI Studio 功能矩阵
• 对话式人工智慧
• 面向客户体验的对话式人工智慧
• 对话式人工智慧功能矩阵
• 智慧虚拟助手
• CX 的 IVA
• IVA 功能矩阵
• 知识管理
• CX 知识管理
• 知识管理能力矩阵
• 品质保证与控制
• CX品质保证与管理
• 品质保证与管理能力矩阵
• 安全性和身份验证
• CX 安全性和身份验证
• 安全性和身份验证功能矩阵
• 社群媒体管理
• CX 的社群媒体管理
• 社群媒体管理功能矩阵
• 培训与绩效管理
• CX培训与绩效管理
• 培训与绩效管理功能矩阵
• 员工敬业度管理
• CX 员工敬业度管理
• 员工敬业度管理功能矩阵

CX 中的 AI编配

• 利用大规模语言模式进行 CX 的 AI编配
• CX 中 AI编配的云端基础设施

公司简介

• Ada
• AmplifAI
• Assembled
• Avaamo
• Calabrio
• Centrical
• Cognigy
• Content Guru
• Coveo
• Diabolocom
• Engageware
• Enghouse Interactive
• Five9
• Forethought
• Genesys
• Mitel
• NiCE
• Puzzel
• Quiq
• SoundHound
• Sprinklr
• Talkdesk
• Vonage
• YellowAI

附录

• 成长机会推动成长管道引擎
• 为什么成长变得越来越困难
• 策略要务

后续步骤Next steps

Key Applications and Company Profiles Matrix

The impact and momentum of artificial intelligence (AI) on the customer experience (CX) industry are profound. It's a rapidly changing environment, enabling a massive wave of innovation across business and industry. Frost & Sullivan clients are actively seeking AI technology expertise and solutions that can enhance their customer experience (CX) capabilities and improve their return on investment (ROI). This research provides a more comprehensive understanding of how AI is transforming the CX landscape, identifying the key AI applications that now drive the delivery of better CX, and profiles the companies and capabilities that are enabling this timely transformation.

Research Objectives:

• Outline and discuss the key AI applications that are helping drive massive innovation in the CX industry.
• Identify and profile software providers who develop and market these AI applications.
• Present an AI orchestration in a CX matrix that maps the capabilities of these software providers to these key AI applications.

Table of Contents

Research Scope

• Research Objectives and Methodology

AI in CX Applications and Profiled Companies

AI Orchestration of CX

• Agentic AI
• Agentic AI for CX
• Agentic AI Capabilities Matrix
• AI Analytics
• AI Analytics for CX
• AI Analytics Capabilities Matrix
• AI Studio
• AI Studio for CX
• AI Studio Capabilities Matrix
• Conversational AI
• Conversational AI for CX
• Conversational AI Capabilities Matrix
• Intelligent Virtual Assistants
• IVAs for CX
• IVA Capabilities Matrix
• Knowledge Management
• Knowledge Management for CX
• Knowledge Management Capabilities Matrix
• Quality Assurance & Management
• Quality Assurance & Management for CX
• Quality Assurance & Management Capabilities Matrix
• Security & Authentication
• Security & Authentication for CX
• Security & Authentication Capabilities Matrix
• Social Media Management
• Social Media Management for CX
• Social Media Management Capabilities Matrix
• Training & Performance Management
• Training & Performance Management for CX
• Training & Performance Management Capabilities Matrix
• Workforce Engagement Management
• Workforce Engagement Management for CX
• Workforce Engagement Management Capabilities Matrix

AI Orchestration in CX

• Large Language Model Usage for AI Orchestration of CX*
• Cloud Infrastructure for AI Orchestration in CX*

Company Profiles

• Ada
• AmplifAI
• Assembled
• Avaamo
• Calabrio
• Centrical
• Cognigy
• Content Guru
• Coveo
• Diabolocom
• Engageware
• Enghouse Interactive
• Five9
• Forethought
• Genesys
• Mitel
• NiCE
• Puzzel
• Quiq
• SoundHound
• Sprinklr
• Talkdesk
• Vonage
• YellowAI

Appendix

• Growth Opportunities Fuel the Growth Pipeline Engine
• Why Is It Increasingly Difficult to Grow?
• The Strategic Imperative 8

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• List of Exhibits
• Legal Disclaimer