Emotional Footprint Awards 2020

Virtual Assistants & Chatbots


SoftwareReviews names Drift and Dialogflow as Virtual Assistants & Chatbots Emotional Footprint Award Winners.

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.

Download Report View Preview

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

3% Negative 92% Positive
EMOTIONAL FOOTPRINT EMOTIONAL FOOTPRINT 2020
10Reviews

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

5% Negative 90% Positive
EMOTIONAL FOOTPRINT EMOTIONAL FOOTPRINT 2020
17Reviews

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

3% Negative 89% Positive
27Reviews

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

7% Negative 86% Positive
58Reviews

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

4% Negative 84% Positive
73Reviews

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

6% Negative 83% Positive
13Reviews

IBM

Watson

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.

7.5

CX Score

CX
Score

+74

Net Emotional Footprint

Net Emotional
Footprint

76

Value Index

VALUE INDEX