Analyst Report
The Forrester Wave™: Conversational AI Platforms For Customer Service, Q2 2026
The Forrester Wave™: Conversational AI for Customer Service, Q2 2026 has displayed a market shifting toward agentic AI — systems that don’t just respond, but take action across real workflows. We believe getting there requires more than a model. It requires a platform that can connect to enterprise systems, operate within compliance constraints, and perform reliably at scale.
We believe Uniphore Customer Service AI is built for that reality. As an agentic application on the Uniphore Business AI Cloud, it enables enterprises to design, test, and run AI agents that don’t just assist — they execute. This is how customer interactions move from responses to real outcomes.
What to expect in the report:
- How top conversational AI for customer service compare across strategy and current offering
- What matters most when evaluating platforms for enterprise environments
- Why agentic AI is emerging as the next phase of customer self-service
- Where vendors differentiate on integration, development, and control
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