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Uniphore named in Forrester Wave for conversational AI platforms in customer service
Uniphore has been named in the Forrester Wave for Conversational AI Platforms, Q2 2026. The report highlights a shift toward AI that completes full workflows, not just answers questions.
Uniphore Recognized in Forrester Wave for Conversational AI
Uniphore has been included in The Forrester Wave: Conversational AI Platforms for Customer Service, Q2 2026, a recognition that positions the company among leading vendors in a market shifting toward systems that execute tasks rather than simply answer questions.
The distinction matters for customer support teams evaluating new tools. Forrester's report compares vendors on strategy and current capabilities, with specific attention to how platforms differ in integration, development, and control. The analysis frames what Uniphore calls "agentic AI" as the next phase of customer self-service-moving beyond chatbots to AI agents that handle full workflows.
What Agentic AI Means for Your Operations
Uniphore's platform, built on its Business AI Cloud, lets enterprises design, test, and operate AI agents that execute tasks across real customer service workflows. This differs from earlier conversational AI that primarily responded to queries.
The approach appeals to large enterprises managing complex support operations. If your organization handles high volumes across multiple channels and departments, agentic systems can push routine work deeper into automated processes rather than routing everything to agents.
What This Means for Customer Support Leaders
Recognition in analyst reports like Forrester's Wave typically influences enterprise buying cycles. Vendors positioned as leaders tend to have stronger negotiating positions with customers and more resources for product development.
For your team, this signals where the market is headed. Customer support platforms are moving toward AI that doesn't just chat-it acts. That means integrating with your ticketing systems, knowledge bases, and backend processes to resolve issues without human handoff.
The report doesn't disclose specific rankings or customer wins tied to Uniphore's positioning. But the focus on production-grade, operationally embedded AI suggests the vendor is targeting support organizations ready to move beyond pilot projects.
Learn more about AI for Customer Support and AI Agents & Automation to understand how these systems fit into broader support strategies.