• Key competition in the next three to five years will come from vendors that focus on machine learning (ML) and deep learning capabilities that offer real-time understanding of customers’ needs and provide those customers with real-time responses.
• We expect an uptick in emerging and established providers extending their solutions to offer customer service analytics platforms with embedded advanced sentiment artificial intelligence (AI) capabilities over the coming 12 months. These capabilities will deepen the understanding of customers, help support agents and improve the employee experience.