How Chatlayers’ Conversational AI makes Sinch stand out in the CPaaS market

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You feel for your customers when they contact a company and talk to a different person each time or when they have to re-explain their issue or question again and again. We are all customers at the end. Wouldn’t life be easier if companies already understood who the individual customers were and what they needed, no matter whether they contacted them via text, WhatsApp, iMessage, or Facebook? 

Smart Conversational AI makes it possible to satisfy the demand of a continuous conversation even as it happens across channels and different devices. This is a unique opportunity for brands to deliver rich and meaningful conversational experiences.  

The business case is strong. Using Conversational AI and chatbots to maintain one consistent conversation across various customer channels, businesses have seen: 

We’ve done our own research too – and a study commissioned by our parent company Sinch showed that improvement in customer satisfaction levels (57%) and an increase in the overall level of customer engagement interactions (52%) are the top areas impacted by conversational customer engagement investments.  

Exceptional Expertise for Conversational AI and Chatbots

Our team is all about helping businesses create exceptional conversation experiences – experiences that drive engagement and boost loyalty by using AI-powered virtual assistants that don’t feel like chatbots. So naturally, we’re excited about these numbers! And now, we believe we have further confirmation that we’re on to something.

The first-ever 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms was just released, and we’re proud to say Chatlayer together with Sinch is included.

“With CPaaS, we make it possible for businesses to reach people anywhere, on virtually any channel,” said Oscar Werner, CEO of Sinch. “With applications like Chatlayer, we make it easy – with no tech resources needed -- for them to automate their customer communication using AI chatbots and voicebots.”

With the joint forces, we gathered some convincing arguments to stand out in the CPaaS market:  

  • Strong capabilities in NLP and chatbot templates
  • Advanced analytics and testing
  • Solid platform with global reach and channel availability 
  • Combined solution for conversational marketing and contact center

We believe that this evidence proves that conversational AI is where it’s at; its effect on customer engagement is massive. Now is the time to get involved with chatbots!

What is the Gartner Magic Quadrant for Enterprise Conversational AI Platforms?

Alright, so what does this all mean? 

In the first Magic Quadrant for Enterprise Conversational AI Platforms, Gartner evaluates vendors based on their Completeness of Vision and Ability to Execute. Basically, this Magic Quadrant helps businesses understand the market and find solutions that are the best fit for achieving their goals and for their organizational setup.

Let’s hand it over to Gartner:

"Gartner defines the enterprise conversational AI platform market as the market for software applications used to build, orchestrate and support the development of multiple use cases of conversational automation, while targeting multiple roles within the enterprise. Enterprise CAIP enables conversational automation as a strategic enterprise capability."

Convinced? We sure are. Download the full Gartner report here, learn more about Conversational AI Platforms, and start transforming your customer experience! 

Disclaimer: 
Gartner and Magic Quadrant are a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 
1 Gartner, “Magic Quadrant for Enterprise Conversational AI Platforms,” Magnus Revang, Anthony Mullen, and Bern Elliot, Published 24 January 2022.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Sinch.