Introducing The Customer Success AI Vendors Registry and TechMap

Given the ever increasing interest in AI technologies for Customer Success groups, I’ve put together a Vendors Registry and a TechMap of all of the products/vendors that I’ve found to date. The Vendors list is organized alphabetically by company name, and each entry also lists the categories that fit — Analytical, Conversational, Generative, and Operational. The AI TechMap is arranged by category, and the vendors that cover that sector are listed under it. The Registry and TechMap are open to all, no registration required. (Note to vendors: basic listings are free,)

Analytical AI

Analytical tools analyze data from a wide range of sources and report on customer health scores, predict churn risks and upsell/expansion opportunities, operational reporting, product and resource usage trends, etc. Can include voice recording and transcription, sentiment analysis, etc. Sources can include: customer emails, survey responses, chats, telephone and/or video conversations, product usage stats, billing/payment records, etc.

Conversational AI

Conversational apps include standard support chatbots, email handlers, online community Virtual Agents that answer posts, etc. There are some that hook into your phone switch and handle voice interactions.

Generative AI

Generative apps will generate email, knowledgebase articles, papers, etc. in response to prompts or questions.

Operational AI

Operational apps recognize incoming customer requests (Support, service, etc.) and route them to the most qualified agent, team, or knowledgebase resource.

Notes

A given app often will fall into two or more categories. There are about 80 vendors that I’ve found so far, and there are certainly more coming. Please let me know if I’ve missed anybody or mis-categorized anyone. There are a couple that I didn’t list because I couldn’t determine where they fit on the TechMap. Note to vendors: basic listings are free, I just need you to fill out the application for so that I have the correct data.