Emotional Footprint Awards 2020
Virtual Assistants & Chatbots
SoftwareReviews names Drift and Dialogflow as Virtual Assistants & Chatbots Emotional Footprint Award Winners.
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Virtual Assistants & Chatbots
Emotional Footprint Awards
SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
Emotional Footprint Awards are proudly founded in 100% user review data and are free of traditional “magical” components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.
Read The In-Depth Report
See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.
30+ pages
Measuring Emotional Footprint
Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done across this index:
% of Positive Reviews - % of Negative Reviews
For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.
Emotional Footprint Leaders
Drift
Drift
With Drift any conversation can be a conversion. Instead of traditional marketing and sales platforms that rely on forms and follow ups, Drift connects your business with the best leads in real-time.
8.8
CX Score
CX
Score
+90
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
Dialogflow
Dialogflow
Give users new ways to interact with your product by building engaging voice and text-based conversational interfaces, such as voice apps and chatbots, powered by AI.
8.3
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
Other Evaluated Vendors
Zendesk
Zendesk Chat
Live chat and messaging create a personal connection with customers looking for support. It’s a fast and effective way to offer help—without interrupting their experience.
8.1
CX Score
CX
Score
+85
Net Emotional Footprint
Net Emotional
Footprint
77
Value Index
VALUE INDEX
Amazon.com
Amazon Lex
Amazon Lex is a service for building conversational interfaces into any application using voice and text. Amazon Lex provides the advanced deep learning functionalities of automatic speech recognition (ASR) for converting speech to text, and natural language understanding (NLU) to recognize the intent of the text, to enable you to build applications with highly engaging user experiences and lifelike conversational interactions.
8.0
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
82
Value Index
VALUE INDEX
LiveChat
LiveChat
LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat.
7.9
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
Nuance Communications
Nina
Nina, the Nuance Intelligent Virtual Assistant, designed to deliver an intuitive, automated experience for all your digital channels by engaging your customers in natural conversations using voice or text.
7.6
CX Score
CX
Score
+78
Net Emotional Footprint
Net Emotional
Footprint
75
Value Index
VALUE INDEX
LivePerson
LivePerson LiveEngage
Our product, LiveEngage®, now lets you message consumers through the channel of their choice. Whether on your website, app, or mobile web, engagements can be set up anywhere and customized however you want. Consumers can contact you or, more importantly, continue a conversation with you — starting off wherever it’s most convenient for them.
7.4
CX Score
CX
Score
+73
Net Emotional Footprint
Net Emotional
Footprint
74
Value Index
VALUE INDEX
IPsoft
Amelia
The Most Human AI™ for the Enterprise With a groundbreaking new avatar, Amelia delivers the best elements of human interaction – conversation, expression, emotion and understanding – to user experiences every day, driving deeper connections and greater business value. Amelia helps deliver business value, while also creating new lines of revenue and new customer experiences. She turns every customer-facing touchpoint into a more enjoyable experience.
7.0
CX Score
CX
Score
+72
Net Emotional Footprint
Net Emotional
Footprint
68
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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