Emotional Footprint Awards 2024
Conversational AI
SoftwareReviews names FPT.AI, Qualified, Dialogflow, Kore.ai Experience Optimization Platform, and Ada as Conversational AI Emotional Footprint Award Winners.
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Conversational AI
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
FPT Smart Cloud Company Limited
FPT.AI
FPT.AI offers a comprehensive Conversational AI platform to build and deploy omni-channel virtual assistants in multiple languages (Indonesian, English, Vietnamese, Japanese), tailored to any business to amplify productivity and optimize operating costs. Trusted by global enterprises, FPT.AI has enabled 3200+ virtual assistants across various messaging & voice channels.
9.0
CX Score
CX
Score
+99
Net Emotional Footprint
Net Emotional
Footprint
92
Value Index
VALUE INDEX
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.
8.8
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
Qualified
Qualified
Zero in and engage instantly with your hottest visitors. Maximize conversion with live view, live chat, and voice calls.
8.8
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
91
Value Index
VALUE INDEX
Kore.ai
Kore.ai Experience Optimization Platform
Kore.ai is a market-leading conversational AI and digital UX technology partner for Global 2000 companies. It provides conversational AI and digital UX-rich virtual assistants, designed specifically for enterprises, for a diverse range of use cases across industries for engaging customers, employees, and partners. Its end-to-end, comprehensive Virtual Assistant Platform serves as a secure foundation for enterprises to design, build, test, host, and deploy AI-rich virtual assistants across 30+ different digital and voice channels.
8.5
CX Score
CX
Score
+96
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
Ada
Ada
Ada is an AI customer service automation platform on a mission to make customer service extraordinary for everyone. Ada envisions a world where every customer interaction is resolved by AI, and makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and languages — with the least amount of effort. Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Meta, Verizon, AirAsia, YETI, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx.
8.4
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
90
Value Index
VALUE INDEX
Other Evaluated Vendors
Laiye
Laiye Chatbot
Laiye's (formerly Mindsay) Conversational AI Chatbot makes customer interactions simple and efficient using conversational automation. We help customer service teams overcome common challenges, allowing them to automate customer requests, eliminate time-consuming processes, and optimize their use of human resources. From basic FAQs to complex transactions, we help companies build their customer service automation strategy, allowing for maximum automation of customer interactions and lowest total cost of ownership.
8.3
CX Score
CX
Score
+95
Net Emotional Footprint
Net Emotional
Footprint
89
Value Index
VALUE INDEX
Yellow.ai
Yellow.ai
World’s Leading Conversational CX Automation Platform bringing the best of AI and Human Intelligence together, to automate Customer Experience for large brands and enterprises.
8.1
CX Score
CX
Score
+81
Net Emotional Footprint
Net Emotional
Footprint
77
Value Index
VALUE INDEX
Jio Haptik Technologies Limited
Haptik
Jio Haptik has pioneered AI-powered innovation since 2013, processing 15 billion+ conversations and 10 million+ transactions in 100+ languages for businesses globally. Haptik has two lines of products - Contakt & Interakt - that respectively enable enterprises and SMBs to solve their customers’ biggest pain points. Contakt is an LLM-first customer experience suite comprising AI Assistant, Agent Co-Pilot, and Intelligent Analytics. Interakt is an AI-enabled CRM for SMBs to manage their business on WhatsApp. The company recently won the award for “Tech Startup of the Year” in the AI category at Entrepreneur India Awards 2023.
8.1
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
Freshworks
Freshchat
Freshchat, a modern live chat software, by Freshworks, is built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience. With features like campaigns, sales bot, integrated self-service, and intelligent message routing, responses to visitors’ questions are smarter and faster.
8.1
CX Score
CX
Score
+92
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Amazon
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
+89
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
IBM
IBM watsonx Assistant
IBM watsonx™ Assistant is a market-leading, conversational artificial intelligence platform designed to help you overcome the friction of traditional support and deliver exceptional experiences.
7.9
CX Score
CX
Score
+89
Net Emotional Footprint
Net Emotional
Footprint
82
Value Index
VALUE INDEX
Avaamo
Avaamo
Avaamo is a deep-learning software company that specializes in conversational interfaces to solve specific, high impact problems in the enterprise.
7.9
CX Score
CX
Score
+89
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
Verloop.io
Verloop.io
We're the world's leading customer support automation platform. We help businesses deliver delightful support experiences to their customers, across channels.
7.7
CX Score
CX
Score
+90
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
Salesloft, Inc
Drift Conversation Cloud
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.
7.5
CX Score
CX
Score
+80
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
ultimate.ai
Ultimate
Free your agents and get instant ROI with customer service automation. Deflect up to 80% of repetitive inquiries and deliver 24/7 multilingual customer support.
7.4
CX Score
CX
Score
+89
Net Emotional Footprint
Net Emotional
Footprint
77
Value Index
VALUE INDEX
For the full press release, click here. For the full list of vendors in this space, click here.
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