In this report Gartner also includes a list of vendors providing emotion AI technologies and has listed Intelligent Voice’s LexiQal solution as a representative vendor in emotion AI technologies.
Gartner’s research note recommends that “To succeed in the market for emotion AI technologies, vendors must: Prove that their product addresses those needs that customers have prioritized by providing specific ROI and business outcomes linked to these issues.”
Intelligent Voice’s research and development team took into account these rising needs of the market across the year and addressed it with its latest technology tool — LexiQal. This tool can be configured to service numerous contact centre use cases, including counter fraud, sales enablement, agent performance and customer satisfaction.
Gartner identifies in this report that though: “The COVID-19 pandemic has negatively impacted emotion artificial intelligence (AI) technology business in 1H20 across most industries where this technology is already applied — many projects were put on hold. In 2H20 and 2021, we see business picking up again with customer experience enhancement, fraud detection, ad testing and entertainment solutions driving demand.” The report “observes a rise in demand in these three areas Health diagnostics, Employee/personal well-being and Fraud Detection.”