Generative AI in CPaaS

This IDC Market Perspective looks at the development and dynamics regarding the use of GenAI in the CPaaS market. It provides insight into various implementations of GenAI in several key CPaaS providers' solutions portfolios, mostly covering customer engagement. Although the main focus is on penetration of generative AI in CPaaS, other AI/ML technologies that are relevant for CPaaS solutions and/or closely related to generative AI are also included when applicable."While most CPaaS vendors are well underway in terms of investing and implementing GenAI into their customer engagement solutions, GenAI can also serve to optimize the automation and orchestration of data exchanges on a broader level," said Melissa Holtz-Fremeijer, research manager, European Infrastructure and Communications. "As GenAI moves from its experimental phase to use cases in the CPaaS market, vendors must also continue their focus on the responsible use of GenAI to remove anxieties among enterprises, so it can reach its full potential."