Conversational artificial intelligence (CAI) is transforming how organisations connect with customers and empower agents — enabling more accurate routing, real-time agent assistance and advanced analytics that uncover customer trends and drive continuous improvement.

This Gartner report helps enterprise application leaders navigate the expanding landscape of AI solutions and use cases to identify the best conversational AI approach for meeting both immediate operational needs and long-term strategic goals.

Download the report to get insights on:

• Future-proof strategies — Scale confidently across teams, languages and use cases.
• The conversational AI landscape — See how CAI platforms fit into your AI strategy.
• Risk and readiness insights — Assess trust, security and governance to deploy AI responsibly.

Gartner, Select the Most Fitting Approach to Enable Conversational AI, Gabriele Rigon, Bern Elliot, Justin Tung, Manoj Bhatia, 19 September 2025

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