IDC《2025年亚太区AI赋能前台对话式AI软件厂商评估》报告

IDC MarketScape: Asia/Pacific AI-Enabled Front-OfficeConversational AI Software 2025 Vendor Assessment Abhishek Kumar IDC MARKETSCAPE FIGURE FIGURE 1 IDC MarketScape: Asia/Pacific AI-Enabled Front-Office Conversational AI Software2025 Vendor Assessment Please see the Appendix for detailed methodology, market definition,and scoringcriteria. ABOUT THIS EXCERPT The content in this excerpt was taken directly fromIDC MarketScape: Asia/Pacific AI-Enabled Front-Office Conversational AI Software 2025 Vendor Assessment(Doc#AP52998825). IDC OPINION This isIDC’sfirst evaluation focusing on front-office conversational(FOC)AI softwarefor the Asia/Pacific region. The analysis in this document differs from previousdocuments,as itfocuseson front-office conversational AI through its deeperconsideration for region-specific offerings in terms of language, regulatory,andcultural support. FOC AI software refers tothe set of AI-based technologies behindautomated messaging and speech-enabled applications that offer humanlikeinteractions between computers and humansto enhance customer-facingoperations within businesses such as customer service, sales, marketing,anddecision support. The focus on FOC AI applications has been increasing over the last year asbusinesses work through the“prerequisites of AI,”such as consolidating the variousdatasilosacross the enterprise, promoting interconnectivity through openapplication programming interfaces (APIs),and establishing a robust infrastructurewith the necessary compute power and storage scalability to support AI initiatives.As these technology-driven projects continue, line-of-business(LOB)teams identifyhigh-impactAI use cases,with front-office customer engagement frequently rankingamong the most strategic priorities. AI chatbots and virtual assistants,as well asreal-time voice and text-based transcription, and sentiment analysis,arejusta fewexamples of common use cases. Asia/Pacific is still relatively new to enterprise AI,with 56% of businesses in theregion having deployed a limited number of generative AI (GenAI) applications andservices. Agentic AI is also in its early stages,with ongoing initial testing of agenticsolutions and proof-of-concepts (POCs) (see2025 Future Enterprise ResiliencyandSpending Survey Wave 3,April 2025,Asia/Pacific[including Japan]{APJ}n= 300). Theregion’smore than 40 countries, thousands of languages and dialects,with amultitude of unique cultural traits and trends,increasethe complexity of any FOC AIapplications. Businesses in the region are therefore seeking solutions with acommitment to region-specific functionality in local languages, regulations,and evencultural nuances. Key takeaways from this IDC MarketScape assessment are as follows: ▪Robust prebuilt AI solutions.The number of domain-specific solutions withgrowing regional support continues to increase. Businesses do not need tobuild their custom AI solutions;rather, they can use an out-of-the-boxsolution or leverage vendor support to customize these solutions to meettheir needs. ▪Increased participationofLOBs.The introduction oflow-codeand/orno-code(LCNC) interfaces has allowed non-IT to leverage AI solutions for theirown personal or departmental work processes,resulting in wider utilizationacross the enterprise.▪Increasingdemocratization of AI Models.More and more vendors are ableto support a wide range ofthird-party and even custom large languagemodels (LLMs) for their AI solutions,giving businesses the freedom to workwith their LLM of choice.▪Regionalization is an ongoing process.Because ofthe complexity of theAsia/Pacific market,developinga complete set of FOC AI offerings that meetall regional, data privacy, language,and other such requirements in the neartermremains a significant challenge.Progress in this area will depend onongoingcommitment from technology providers.▪AIfunctionality is not the only metric.Vendors are finding themselves onsimilar journeys in building out their FOC AI functionality, incorporatingchatbots, voicebots, AI agents with multimodal coverage, multilingualsupport,and more.Service providers may offera range of approaches, including long-term partnerships, AI philosophy, innovative pricing strategies,and robustadvisory and thought leadership capabilities to support Asia-basedbusinesses on their AI journeys. IDC MARKETSCAPE VENDOR INCLUSION CRITERIA The criteria used for the selection offront-office conversational AIsoftware suppliersthat were evaluated are the following: ▪The offeringshould be commercially available for use as a single productfamily or a suite of services and purchased by customers for at least one year.▪The vendor must have the ability to develop conversational AI services thatorganizations can deploy and/or include in their enterprise applications forfront-office conversational AI purposes.▪Vendors must havealocal APJ presence with 3 or more offices in the region.▪Vendor must have a dedicated APJ strategy with 10% or more of their revenu