Company is Recognized as the Intelligent Virtual Agent Global Market Share Leader

SAN FRANCISCO, CA – (May 23, 2019) – Inference Solutions, a global provider of Intelligent Virtual Agents for sales and service organizations, today announced its inclusion in DMG Consulting’s 2019-2020 Intelligent Virtual Agent Product and Market Report. The report identifies Inference Solutions as the intelligent virtual agent (IVA) market share leader, based on number of customers, with 15.8% share of the global market.

In addition to quantifying market share of the global IVA market, the report also includes qualitative feedback from customers of the IVA vendors included in the report. Customers were asked to assign satisfaction values on a five-point scale pertaining to 10 key vendor performance categories. Inference achieved an overall vendor satisfaction score of 4.33, and a perfect score of 5.0 for product innovation.

“An important step in an organization’s digital transformation is to provide their customers with a personalized and intelligent self-service experience cost effectively, regardless of the channel in which they elect to interact,”said Donna Fluss, President, DMG Consulting. “The most sophisticated self-service is provided by the new generation of IVAs. The question is not whether organizations are ready to migrate from existing self-service solutions to IVA-supported voice and digital self-service, but how quickly they can effectively adopt this AI-enabled self-service technology.”

Over the past several years, consumers have grown accustomed to voice assistants. Whether interacting with their smart watches, mobile phones or smart home devices, people are now comfortable speaking to these devices, and receiving service from them. Consumers now expect the same type of conversational self-service experience when they contact their favorite brands for service. This is causing those brands to accelerate their transition from basic IVR to intelligent virtual agents. 

 This change in customer behavior comes at a time when Google, IBM and other platform providers are investing heavily in technologies that underpin many of the latest IVA solutions,   making them more affordable and easier to implement than ever before.

 DMG's report – now in its third edition – provides an in-depth analysis of these AI-based contact center solutions. This year’s report offers detailed insight into the IVA market, which is experiencing rapid growth.

“DMG Consulting’s report provides one of the most thoughtful, comprehensive analyses of the IVA market, and we are pleased to be singled out as the global market share leader, based on number of customers,” said Inference Solutions CEO Callan Schebella. “Customer acquisition has accelerated significantly this past year, and we expect strong growth to continue as we extend our footprint with key partners who use Inference to build and sell IVA solutions to their customers.”

Inference recently made important upgrades to its Studio platform to make it easier for telecommunications carriers, contact center software providers and enterprises of all sizes to harness the power of Google Speech-to-Text, Wavenet TTS and Dialogflow. Visit the Inference blog to learn more about these new capabilities.

Read DMG Consulting’s Self-Service Maturity Model which is included as chapter 9 of the report.

Visit www.inferencesolutions.com to learn how Inference Studio is helping telecommunications carriers and contact center software providers build and deploy IVA solutions for their customers. Visit DMG Consulting’s website for information on how to purchase its 2019-2020 Intelligent Virtual Agent Product and Market Report.

About Inference Solutions

Founded in 2011 and headquartered in San Francisco, Inference Solutions is a global provider of Intelligent Virtual Agents for sales and service organizations. Inference’s AI-powered Intelligent Virtual Agents automate the routine and repetitive conversations handled by live agents today over voice, chat and text. Inference is trusted by organizations around the world – from small business to the fortune 5000. Businesses and government organizations trust Inference to streamline inbound and outbound customer communications and service. Inference is resold by T1, T2 & T3 carriers, as well as by UC and Contact Center software providers to extend their automated self-service capabilities. For more information, visit http://www.inferencesolutions.com/.