Introduction
Defining terms: “Natural language” and “digital assistants”
Artificial Intelligence and Digital Assistants
Using this report
Digital Assistants: Categories
A major trend
Surveys suggesting solid growth
Accuracy and performance trends
Picking vendors that match your goals
Market segments
Customer-facing options
Employee-facing options
Information delivery and consumer services
“Hubs” to the Internet of Things
Automobiles
Physical embodiments
Digital assistants in marketing/advertising
Specialized services
The general personal assistants
Alibaba’s AliGenie
Aigoai’s Aigo
Amazon’s Alexa
Apple’s Siri
Baidu’s Duer
China Mobile’s Lingxi Voice Assistant
Cisco Spark and Cisco Tropo
Facebook Messenger and “M” digital assistant
Gatebox’s Azuma Hikari
Google Assistant, Allo, and Home
Jibo’s Jibo
Kik’s Kik
Line’s Clova
Microsoft’s Cortana
Microsoft international bots
Nuance’s Dragon Assistant
Orange’s Djingo
Rokid Me
Samsung’s Bixby
Sherpa’s Sherpa
SoundHound’s Hound
SK Telecom NUGU
Slack’s Slackbot
Telegram
Tencent portable speaker
Yandex’s Alice
Yeelight Voice Assistant
The technology: Where we are and where
we’re heading
The Conversational User Interface
Expanding the concept of a digital assistant
Natural Language Interpretation
Speech recognition
Text-to-speech
Speaker recognition and authentication
Examples of deployed digital assistants
Customer service assistants, chatbots, and information service lines
Domino’s Pizza has its ordering assistant answer the phone
Interactive virtual assistant for Shell answers questions about auto lubricants
Italian Bank provides a virtual reality visit to the bank
Indian bank launches customer service voice assistant “Keya”
Japanese bank SMFG to roll out chatbots to handle customer queries
Hyatt uses conversational reservations application
Bank of America rolling out chatbot
Telefonica used Microsoft cloud technology to build a conversational agent
Dallas information service uses natural language understanding from Nuance Communications
Arizona power utility customer service uses virtual assistant in English or Spanish
UK Bank deploys natural language customer service effectively and efficiently using Cyara’s natural-language testing tool
Swedbank virtual assistant handles % of transactional calls
Digital assistant for Radisson Blu Edwardian hotel in London acts as part of the hotel staff
Chatbots on web sites
Indian bank introduces voice/text chatbot
Aurora Health Care introduces symptom checker chatbot
Gambling company Kindred uses chatbot on Facebook
Cove to introduce insurance chatbot in New Zealand
PolicyBazaar conversational chatbot helps with insurance inquiries
Strayer University’s virtual assistant assists “non-traditional” students
Uniqlo mobile chatbot helps with its retail sales
Shell Lubricants provides chatbot for its business customers
Suncorp is using IBM Watson in its online motor claims system
Clothing retailer The North Face uses text chatbot to help customers find items online
UBank launches chatbot for home loan applications using IBM Watson technology
Vodafone UK launches chatbot for customer service using IBM Watson supported by agents
Sears Auto Center uses IBM NLP to help customers find the right tires
Thomson provides travel advice with a chatbot
Financial services firm USAA has a virtual assistant for smartphones and the Web
US Citizenship and Immigration Services launches a virtual assistant
IBM employee inquiries regarding its health plan
Mobile apps
Bank of America launches virtual assistant to its million mobile clients
Clinc provides a Turkish bank with a digital assistant for its customers
Minnesota’s Mall of America provides a chatbot to help with shopping
Waze navigation app adds a voice interface
Mesa, Arizona, deploys text chatbot for self-service
Capital One launches a natural language chatbot
Rare Carat chatbot recommends diamond purchases
Air New Zealand chatbot assists customers with common queries
Varo’s mobile banking assistant
Orange TV mobile app in France
Shiseido conversational beauty app
USAA introduces a mobile virtual assistant “Savings Coach”
ING Netherlands bank launches mobile voice biometrics payment system with its mobile personal assistant
Virgin Media mobile app in Ireland
Specialized digital assistants reached through the general digital assistants
Amazon Alexa Skills
Google Assistant Actions
Microsoft Cortana skills
Apple Siri outside apps
Connected devices
iRobot Roomba vacuuming robot adds Alexa integration
Whirlpool to let Amazon Alexa control home appliances and uses Amazon Dash for ordering household supplies
Google Home can control enabled Sony speakers and TVs by voice through the Google Assistant
Sony K HDR televisions with Android TV now work with the Google Assistant
DISH voice remote control
Speak Music introduces a hands-free Alexa device for autos
Shanghai subway to use Alibaba speech recognition and facial recognition
HP adds voice control of its printers by Alexa
ProKNX home automation system with Google Assistant supports seniors in distress
Sensory provides “Hello Vantage” wake word for Avaya’s Vantage Phone
Logitech adds Amazon’s Alexa skills to its ZeroTouch voice-control smartphone mount for a car
Bot Colony videogame leverages NLU technology
My Friend Cayla voice-interactive doll banned from stores in Germany
UBTECH robot incorporates Alexa
Vobot introduces Alexa-enabled clock
Brookfield Residential teams with Amazon to create the smart home
LG home hub includes Alexa voice interaction to connect to smart appliances
LG’s Airport Guide Robot can answer questions in multiple languages
ONvocal ships Bluetooth earphones that work through an app to access Amazon’s Alexa, including music services
IBM and Rice University experiment with Multipurpose Eldercare Robot Assistant
Sugr integrates Alexa into its WiFi speaker system
Control will support Google Home, Google Assistant for IoT voice control using IFTTT
Yonomi home control app now integrated with Apple Watch
Emotech home device interacts by conversation
TCL launches Xess home hub with Amazon’s Alexa
LingLong DingDong voice-activated smart home speaker launched in China
IBM Watson IoT technology deployed in “cognitive” hospital rooms
Vuzix uses Sensory speech recognition and speaker verification in smart glasses
An academic advisor
Softbank’s Pepper Robot in enterprise applications
CogniToys toy dinosaur can conduct a spoken conversation
Microsoft’s “Connected Room” lets visitors to hotels get acclimated by voice
Bots on messaging services
Matchcom is expanding its dating assistant’s features and speech recognition
Jubilee Insurance launches Facebook Messenger chatbot in Kenya
Plum chatbot helps with savings and now investments
Chatbot supports Philippines national social welfare program
Kia chatbot for Facebook Messenger will tell you all about their cars
LEGO chatbot for Facebook Messenger helped with Christmas shopping
Louis Vuitton “virtual advisor” for Facebook Messenger
KLM launches Facebook Messenger chatbot for flight booking
Lidl UK launches wine chatbot in the UK
Jetstar multi-channel virtual assistant
Marvel Comics launches chatbot
UCLA creates a chatbot for radiology consulting
Chatbot in India designed to increase voter engagement
WATConsult’s new chatbot will discuss the company’s history and describe job opportunities
UPS launches chatbot in a step toward using conversational services
Pizza Hut chatbot for Facebook Messenger and Twitter
Whole Foods chatbot for Facebook Messenger finds recipes for customers
TheScore chatbot provides scores
NBA
Dyme financial chatbot
ModiFace beauty advisor
Employee-facing digital assistants
Macaw Speech supports call center agents with natural language content search
iEnterprises introduces Customer Relationship Management
Allstate’s chatbot answers calls for call center agents
Vanderbilt University Medical Center creates voice assistant for its Electronic Health Record software
CrushBank uses IBM Watson AI to help IT help desks
UBank’s cognitive assistant RoboBrain used by customer service agents
LogiNext adds voice-controlled automation of its logistics services
Automobiles
Volkswagen’s planned electric cars use voice for control and digital assistant
Hyundai to deploy voice “Intelligent Personal Agent” in its automobiles
Nuance’s Dragon Drive to be in new Mercedes A-Class
Baidu to work with Ford China on a new in-vehicle system
Nuance’s Dragon Drive is the voice interface of SAIC Motor’s Connected Car
Volvo adds Microsoft Skype for Business and integration with Cortana to its -series cars
Mercedes-Benz integrates Google Home and Amazon Alexa
Microsoft Connected Vehicle services with Cortana adopted by Renault-Nissan and BMW
GM to use IBM Watson technology in its OnStar service
IBM Watson partnership with BMW will explore the potential of cognitive computing in vehicles, including conversational interfaces
Advertising
Companies are using Alexa for advertising
Sony Pictures uses natural language text interaction to publicize a movie
Information delivery
BBC experiments with bots
Specialized services
Interpol rolls out international voice identification database using samples from law enforcement agencies
Nexgen Public Safety Solutions
Ada Health raises $M for AI-powered chatbot, telemedicine app
Optra Health offers a conversational digital genetic assistant
Appen collected children’s speech data for a “global tech firm”
Vendors
Characterizing vendors
Table of full-service vendors
Full-service vendor descriptions
ai
Acobot
Active Intelligence (ActiveAi)
Agentai
Aigo
Aivo
Alibaba
Alpine
Amazon
Anboto Group
AnswerDash
Apple
Artificial Solutions
Aspect Software
Assist
Astound
Atomic X
Avaya
Baidu
Beacon Broadcasting Network
Beeline
Bespoke
Blueworx
Bold
Botanic
Botégo
Botescope
BotGenes
Botsify
CallVU
Chatfuel
ChattyPeople
Clinc
CogniCor Technologies
Cognitive Code Corporation
Conversable
Conversationone
ConverseAI
Conversable
Conversica
Creative Virtual
Crystal
CX Company
Datalog Inc (Datalogai)
Dexter
Dialogflow (part of Google)
DigitalGenius
Do You Dream Up
eGain Communications
Ejenta
Elafris
Enacomm
eXalt
Facebook
Fano Labs
Figure Eight
Finn AI
finUNO
Flamingo
Flow XO
Fujitsu
Google
Guestfriend
Gupshup
H-care
Haptik
Helpshift
Honeywell
Howdy
HubSpot
Humley
IBM
iDAvatars
Imperson
Inbenta Technologies
Incendonet
Inference Solutions
InteliWISE
Intelligent Voice
Interactions
IPsoft
Jacada
Janeai
Jibo
KITTAI
Kiwi, Inc
Koreai
Linc
Line
LivePerson
LiveWorld
Living Actor
LogiNext
LogMeIn
Lucida
LumenVox
Luminai
Marketeer
Massively
MasterCard
Meya
Mezi
Microsoft
Mobilize
Modeai
Morphai
Mozilla
Msgai
MyWave
Next IT
NICE inContact
NoHold
North Side
Nu Echo
Nuance Communications
Octane AI
Ojo Labs
Omilia
OneReach
Openstream
Oracle
Pandorabots
Parlance
PassageAI
Pegasystems
Personetics
Pitney Bowes
Platica
Plum Voice
Progress
PullString
Pypestream
Qurious
Rasa
RedShift
Replyai
Rokid, Inc
Rulai
Sabio
Salesforce
Saleswhale
Samsung Electronics
SAP
Sapien
SapientX
Senseforth
Servicefriend
ServiceNow
Sestek
Signpost
Slack
Smart Alto
SmartAction
SnatchBot
Snips
Soul Machines
SoundHound
Spoke
Spot
Stanusch Technologies
Suki
Sundown AI
Synthetix
Tactai
Talla
Tencent Holdings
Totango
True Image Interactive
Twilio
Ubisend
Unifi Software
Unified Computer Intelligence Corporation (UCIC)
Uniphore Software Systems
Unvired
USAN
Verint Systems
Viv Labs
Volume
Vonage
Voxbone
Voximplant
Voysis
Vymo
Welltok
WysdomAI
xai
XAI
Yandex
Yeelight
Yobe
Zoomai
ZTEsoft
ZUMATA
Table of Niche vendors
Niche vendor descriptions
Acapela Group
Aculab
AISpeech
Amazon
AnsweriQ
Apache Software Foundation
Appen
Applications Technology (AppTek)
Arria NLG
Automation Anywhere
AYLIEN
Baidu
Beyond Verbal
BitextBloomsbury
AIBookingcom
Box
CallMiner
Cambridge Semantics
Capio
Cepstral
CereProc
Chant
Chatbase
Cisco
Clarabridge
Cobalt Speech and Language
Convergys Corporation
Coveo Solutions
Cyara Solutions
Cycorp
Daon
Dashbot
DeePhi Tech
Deeplink
DefinedCrowd
Dialpad
Digital Reasoning
Echosimio
Eigen Technologies
Enterprise Integration Group (EIG)
Equals
Expert System
Fano Labs
Figure Eight
Fluentai
Gabi Solutions
Genesys
Google
GoVivace
Greenwave Systems
Gridspace
Gyst
Haven OnDemand
Helloumi
HOYA
ix̅
iAdvize
IBM
ID R&D
iFLYTEK
InfoTalk
Intelligent Voice
Interactions
Interactive Northwest
Invoca
IVAI
Jstar
Kadho
Kik Interactive
Kimera Systems
Kopin
Kyndi
Lexalytics
Linguamatics
Linguistic Agents
Liv Artificial Intelligence (LivAi)
Luminoso Technologies
M*Modal
Malaspina Labs
Manthan
Marchex
MATRIX Labs
Mobvoi
Mycroft
Narrative Science
NeoSpeech
Nokia
NoteSwift
NTENT
NTT Communications
Nuance Communications
Nvidia
OpenAI
Palantir Technologies
Pat Inc
Pindrop
PolyVista
PublicisSapient
Pulse Labs
Qualcomm
QuickLogic
Radish Communications Systems
RaRe Technologies
Raytheon BBN Technologies
Rebotme
Replika
Replyai
Rhiza
Roxy Device (formerly Cue)
Rubidium
Salesforce
Seed Vault Ltd (SEED)
Segway Robotics
Semantic Machines
SemanticEdge
Sensory, Inc
Sestek
Sherpa
Siliconic Home
SoftBank Robotics
SoundHound
Spare
Speakeasy AI
Speech Morphing
Speech Technology Center
SpeechIQ
Speechmatics
SpitchSynaptics
Systran Software
Talla
Telegram
TensorFlow
TiVo
Uniphore Software Systems
Valossa Labs
Verbio
Verint Systems
Veritone
Vesper
VocaliD
Voci Technologies
VoiceBase
VoiceIt Technologies
Voicery
VoiceVantage
VoiceVault
Voxist
WC Multimodal Interaction Working Group
Witai
Witlingo
Wolfram Research
Xavient
XMOS
Yactraq
Yobe
Appendix: Vendors in this report
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