A fundamental transformation is occurring in how Conversational AI technologies enable self-service and customer care. The market is moving away from proprietary, intent-based bot designs toward platforms that leverage Large Language Models (LLMs) and Generative AI (GenAI). The industry is witnessing a new paradigm where enterprise intelligent assistants are no longer designed as rule-followers but rather instructed as goal-seekers. These new solutions are often described as agentic, but we prefer to call them no-flow, prompt-based.

The focus is now on delivering solutions that are more usable, secure, rapidly deployable, and deeply integrated with enterprise systems. The underlying technology is increasingly commoditized; the differentiator is now product experience and business fit. The future of self-service isn’t about choosing between flows and prompts — it’s about building comprehensive platforms that provide the right balance of flexibility, control, and intelligence for your specific needs.

Opus Research’s 2025 Conversational AI Intelliview report evaluates 16 leading solution providers. All of the firms evaluated in this report offer impressive sets of tools and resources for creation and management of Conversational AI and GenAI. Highlighted providers distinguish themselves with advanced GenAI capabilities and align their solutions to meet enterprise needs with product completeness, reliability, future vision, and platform maturity.

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Click Here to View the Report Summary

For more information on becoming an Opus Research client or to purchase the report, please contact Peter Headrick (pheadrick@opusresearch.net, +1-415-505-2511).

Categories: Featured Research, Conversational Intelligence, Intelligent Assistants, Articles