This analyst report evaluates the evolving conversational AI landscape, focusing on the shift from intent-based bots to generative AI and LLM-powered self-service. It introduces a GenAI maturity framework assessing vendors across orchestration, tool integration, knowledge management, observability, and trust. The report analyzes 16 solution providers and highlights the importance of enterprise controls, rapid deployment, and reliability. It concludes that successful conversational AI platforms balance flexibility with governance, enabling organizations to scale self-service while maintaining consistent, high-quality customer experiences.

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