"Customer Service AI Agent Market: New Players vs. Legacy Firms"

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View profile for Thomas Sineau

Tech market intelligence and corporate strategy at CB Insights

hi Harry Stebbings, need help figuring out the customer service AI agent space? Your post on X highlights the mix bag of new joiners and old players in that space. Hard to tell how this pans out with so much noise. So we thought looking at market shares could help cut through the noise and here are some findings: -> AI-driven startups rapidly challenge incumbents, achieving scale quickly; legacy firms respond with major acquisitions. -> Market is shifting to autonomous agents with success-based pricing; enterprises need tools validating resolution performance and AI spend impact. -> Value comes from deeply integrated AI agents delivering personalized resolutions, removing handoffs; leading vendors prioritize easy deployment and integration. -> Voice AI’s natural, adaptive dialogue enables revenue-driving insights from emotion cues, shifting KPIs from efficiency to retention, conversion, and growth. Got more details in the full report (link in comments)

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Thomas Sineau

Tech market intelligence and corporate strategy at CB Insights

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Julian Roeoes

Partner and Head of Americas at Picus Capital

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