Data Quadrant Awards 2021

Virtual Assistants & Chatbots


SoftwareReviews names Intercom, Mindsay, Ada, and Birdeye Interactions as Virtual Assistants & Chatbots Data Quadrant Award Winners.


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Virtual Assistants & Chatbots

Data Quadrant

Data Quadrants 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.

The SoftwareReviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. The placement of a software in the Data Quadrant indicates its relative ranking as well as its categorization.

Read The In-Depth Report

A thorough evaluation and ranking of all software in an individual category to compare software across every dimension.

  • user satisfaction rankings
  • |
  • vendor capability comparisons
  • |
  • business value scores
  • |
  • individual feature evaluations
  • |
  • emotional connection to products
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Virtual Assistants & Chatbots Data Quadrant

Note The axes ranges are dynamically adjusted based on minimum and maximum values in the dataset

Evaluate the Complete

Software Experience

When distilled down, the software experience is shaped by both the experience with the software and the relationship with the vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of the product and helps identify vendors that can deliver on both.

Product Features and Satisfaction

The satisfaction is captured in the overall satisfaction score, which is driven by the likelihood of users to recommend the software, combined with user satisfaction across top product features.

Vendor Experience and Capabilities

The vendor relationship is calculated in a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) as well as emotional response ratings toward the vendor (e.g. trustworthy, respectful, fair).

Gold Medalists


Intercom, Inc.

Intercom

Connecting with customers is more important than ever. We can help with scalable messaging for sales, marketing, and support.

9.2

Composite
Score

Composite
Score

+97

Emotional
Footprint

Emotional
Footprint

88%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
16Reviews

Mindsay

Mindsay

Mindsay 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.

9.0

Composite
Score

Composite
Score

+96

Emotional
Footprint

Emotional
Footprint

94%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
14Reviews

BirdEye

Birdeye Interactions

The single customer interactions software for your team to connect with leads and customers through texting, live chat and bulk messaging.

8.9

Composite
Score

Composite
Score

+92

Emotional
Footprint

Emotional
Footprint

92%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
11Reviews

Ada Support

Ada

Move beyond basic conversations and provide highly personalized interactions that help customers update information, upgrade their accounts, take advantage of targeted offers, make purchases on their own and so much more.

8.7

Composite
Score

Composite
Score

+94

Emotional
Footprint

Emotional
Footprint

92%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
12Reviews

Vendor Capability Awards


Availability and Quality of Training

Intercom

Badge Winner

Breadth of Features

Intercom

Badge Winner

Business Value Created

Intercom

Badge Winner

Ease of Customization

Intercom

Badge Winner

Ease of Data Integration

Intercom

Badge Winner

Ease of IT Administration

Intercom

Badge Winner

Ease of Implementation

Intercom

Badge Winner

Product Strategy and Rate of Improvement

Intercom

Badge Winner

Quality of Features

Intercom

Badge Winner

Usability and Intuitiveness

Intercom

Badge Winner

Vendor Support

Mindsay

Badge Winner

Vendor Capability Awards


Availability and Quality of Training

Intercom


Breadth of Features

Intercom


Business Value Created

Intercom


Ease of Customization

Intercom


Ease of Data Integration

Intercom


Ease of IT Administration

Intercom


Ease of Implementation

Intercom


Product Strategy and Rate of Improvement

Intercom


Quality of Features

Intercom


Usability and Intuitiveness

Intercom


Vendor Support

Mindsay


Other Evaluated Vendors


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.

8.4

Composite
Score

Composite
Score

+91

Emotional
Footprint

Emotional
Footprint

81%

Likeliness to
Recommend

Likeliness
to Recommend

11Reviews

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.

8.1

Composite
Score

Composite
Score

+85

Emotional
Footprint

Emotional
Footprint

80%

Likeliness to
Recommend

Likeliness
to Recommend

18Reviews

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.

7.9

Composite
Score

Composite
Score

+78

Emotional
Footprint

Emotional
Footprint

83%

Likeliness to
Recommend

Likeliness
to Recommend

59Reviews

IBM

IBM Watson Assistant

Watson lets you learn more with less data. You can integrate AI into your most important business processes, informed by IBM’s rich industry expertise.

7.9

Composite
Score

Composite
Score

+74

Emotional
Footprint

Emotional
Footprint

85%

Likeliness to
Recommend

Likeliness
to Recommend

18Reviews

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.

7.8

Composite
Score

Composite
Score

+85

Emotional
Footprint

Emotional
Footprint

77%

Likeliness to
Recommend

Likeliness
to Recommend

28Reviews

LiveChat Inc.

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.

7.7

Composite
Score

Composite
Score

+77

Emotional
Footprint

Emotional
Footprint

78%

Likeliness to
Recommend

Likeliness
to Recommend

79Reviews

Nuance Communications, Inc.

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

Composite
Score

Composite
Score

+80

Emotional
Footprint

Emotional
Footprint

75%

Likeliness to
Recommend

Likeliness
to Recommend

14Reviews

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.

7.4

Composite
Score

Composite
Score

+73

Emotional
Footprint

Emotional
Footprint

71%

Likeliness to
Recommend

Likeliness
to Recommend

16Reviews

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.

7.3

Composite
Score

Composite
Score

+65

Emotional
Footprint

Emotional
Footprint

80%

Likeliness to
Recommend

Likeliness
to Recommend

19Reviews

For the full press release, click here. For the full list of vendors in this space, click here.

About Gold Medal Awards and Software Reports

SoftwareReviews Gold Medal Awards recognize outstanding vendors in the technology marketplace as evaluated by their users. Gold Medals are the capstone of an in-depth software evaluation report, and awarded using a proprietary, transparent methodology based on a composite satisfaction score that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair). The top 5 vendors in a software category are eligible for awards pending composite scores achieve a sufficiently high satisfaction threshold.

Software Reports present comprehensive evaluations of software vendors on the above elements. Software buyers can use this data to make more informed, data-driven software purchasing and renewal decisions.

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