Software Users Review Virtual Assistants and Chatbots Vendors for Satisfaction, Revealing Their Top Four Through SoftwareReviews

Share Article

Dialogflow, Drift, Amazon Lex, and Zendesk Chat are named the 2019 Virtual Assistants and Chatbots Data Quadrant gold medalists.

2019 Virtual Assistants and Chatbots Data Quadrant

With advancement in AI and natural language processing (NLP) being the norm in the chatbot and virtual assistant market, chatbot and virtual assistant interaction is more seamless and opens up endless possibilities for automated services.

SoftwareReviews, a division of world-class IT research and consulting firm Info-Tech Research Group, has published its 2019 Virtual Assistants & Chatbots Data Quadrant Awards, naming four gold medalists based on excellent user reviews. The following vendors are leaders according to software users’ answers to some very interesting questions focused on user satisfaction, which have been crafted by seasoned IT industry analysts and backed by 22 years of IT research:

  • Dialogflow
  • Drift
  • Amazon Lex
  • Zendesk Chat

What makes the SoftwareReviews Data Quadrant different? Inclusion of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation create a powerful indicator of overall user feeling toward the vendor and its product from the software users’ point of view. SoftwareReviews calls this insight the Net Emotional Footprint.

Dialogflow, with a Net Emotional Footprint score of 94%, ranked highest among software users, earning the spot for “top product” in business value created, quality of features, and voice or text input. Drift earned “top product” for availability and quality of training, ease of implementation, ease of IT administration, and product strategy and rate of improvement. Drift received a Net Emotional Footprint Score of 89%. Amazon Lex’s users were highly satisfied, giving the vendor the number-one spot in ease of data integration and integration with CRM and a “likeliness to recommend” score of 83%. Zendesk Chat users gave the vendor first place in usability and intuitiveness and 85% for its Net Emotional Footprint score.

“Chatbots and Virtual Assistants in the commercial market are becoming more and more advanced, integrated, and widespread. Thanks to the availability of virtual assistants in the consumer market such as Siri, Alexa, and Google Assistant, our interaction with virtual assistants is becoming part of our daily lives. With advancement in AI and natural language processing (NLP) being the norm in the chatbot and virtual assistant market, chatbot and virtual assistant interaction is more seamless and opens up endless possibilities for automated services.” Benedict Chang, research specialist, Info-Tech Research Group.

About SoftwareReviews Data Quadrant Awards and Software Reports
SoftwareReviews Data Quadrant Awards recognize outstanding vendors in the technology marketplace as evaluated by their users annually. Top vendors in a software category are eligible to receive Data Quadrant Gold Medals, provided their net-promoter scores meet the threshold for sufficiently high user satisfaction across four areas of evaluation: vendor capabilities, product features, likeliness to recommend, and vendor experience. In-depth product evaluation reports are available at http://www.softwarereviews.com.

About SoftwareReviews
SoftwareReviews is a division of Info-Tech Research Group, a world-class IT research and consulting firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships.

By collecting real data from IT and business professionals, the SoftwareReviews methodology produces the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software.

For more information, please contact:
Leanne O’Brien
Director, Communications & PR
lobrien@infotech.com
1-888-670-8889 ext. 3409

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Daria Dubajic
Visit website