What we believe you will learn

• Why impressive demos or novel AI techniques don’t guarantee success
• Why platform longevity is now a core buying criterion
• Criteria for evaluating conversational AI platforms for customer service
• Why Kore.ai "is a good fit for organizations that need large, complex deployments that must fit into complex customer service IT ecosystems"

Why the Forrester Wave conversational AI recognition matters for customer service

With 15 million contact center agents still spending significant time on routine tasks, the pressure to get conversational AI right has never been higher. In a market of 650+ vendors, choosing the right platform is harder than it looks.

Forrester's Q2 2026 Wave evaluates 14 of the most significant platforms on real-world enterprise fit: how well they integrate, how safely they operate, and how confidently they can evolve as AI advances. By naming Kore.ai a Leader with the highest current offering score, in our opinion, Forrester confirms that the platform is built for today's demands and the agentic future ahead.

Criteria where Kore.ai received 5/5 scores

See the full evaluation

Get the complete Forrester Wave™: Conversational AI Platforms for Customer Service, Q2 2026 report and see why Kore.ai was recognized as a Leader with the highest current offering score among all 14 vendors evaluated. If you're evaluating platforms for enterprise customer service, we're ready for the conversation.

Disclaimer: Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. This report is part of a broader collection of Forrester resources, including interactive models, frameworks, tools, data, and access to analyst guidance. For more information, read about Forrester's objectivity here.