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 IDC MarketScape: Asia/Pacific AI-Enabled Front-Office Conversational AI Software Please see the Appendix for detailed methodology, market definition,and scoring 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 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 behind 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. 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). The 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-box ▪Increased participationofLOBs.The introduction oflow-codeand/orno-code(LCNC) interfaces has allowed non-IT to leverage AI solutions for their ▪Increasingdemocratization of AI Models.More and more vendors are ableto support a wide range ofthird-party and even custom large language ▪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 near ▪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- IDC MARKETSCAPE VENDOR INCLUSION CRITERIA The criteria used for the selection offront-office conversational AIsoftware suppliers ▪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. ▪The generated FOC AI in-region revenue must be more than US$3 million in2024.▪The majority of thevendors’conversationalAIsolutions must be for front-office use cases to support customer-facing operations, such as customerservice,marketing,sales, and other such functions. ADVICE FOR TECHNOLOGY BUYERS IDC offers the following advice to technology buyers in Asia/Pacific considering FOC ▪Focus on local support capabilities.In addition to ensuringthat theproposed solutions offer the necessary regional functionality, such asaccessibility to local languages and an understanding of local data privacylaws and regulations (among others), businesses must also verify that the ▪Ensure predictable and flexible pricing.The true extent and benefits of FOCAI applications will not be fully clear until the usage scales across theenterprise. Businesses must be sure that when this occurs, their pricing forthese FOC AI solutions remains predictable with no hidden costs. Having a ▪Seek open solutions.With businesses in the regionatrelatively early stagesof AI utilization, it is important to be able to pivot strategies as required,andfor this to occur, businesses need flexible and open AI solutions that can ▪Learn how FOC AI will change workflows.Asia/Pacificbusinesses shouldnot underestimate the importance of workforce change managementmeasures in helping employees (and sometimes management) understand ▪Seek partners, not vendors: Technical metrics alone are not sufficient foridentifying the most suitable vendor. The serviceprovider’sapproach to AI important and should be taken into consideration to identify long-term AI VENDOR SUMMARY PROFILES This sectionprovides a brief explanation ofIDC’skey observa