Gartner Emerging Tech: Conversational AI Differentiation in the Era of Generative AI
Generative AI is now a competitive necessity in conversational AI, although GenAI performance and use-case value remain key challenges. To competitively differentiate, product leaders must invest now in emerging GenAI capabilities and provide demonstrable, scalable value or risk falling behind.
Conversational AI (CAI) providers are using emerging generative AI (GenAI) models, techniques and tools to deliver highly performant offerings. In an increasingly disillusioned adopter market, these vendors will be the early winners.
Utilizing GenAI capabilities in virtual assistants (VAs) delivers incremental existing value and new value today, with the true promise of GenAI — the exponential value provided by new automation and specialized domain support — yet to be realized.
