IDC PeerScape: Practices for Assistants, Agents, and Other Conversational AI Solutions

This IDC PeerScape features best practices based on a series of interviews conducted as part of the research for IDC MarketScape: Worldwide General-Purpose Conversational AI Platforms 2025 Vendor Assessment (IDC #US52972625, September 2025), as well as other technology buyer conversations conducted throughout the past year. Together, they reflect the need for organizations to view AI investments more holistically and strategically from the start, while also remaining flexible and focusing on nailing the specifics of the interaction contexts, outcomes, and metrics that accurately reflect differentiated AI value for their business. "Conversational AI has been in mainstream use for years, but recent advances in AI, including generative AI and agents, have transformed the product landscape, capabilities, and requirements," said Hayley Sutherland, research manager, Conversational AI at IDC. "Organizations that want to leverage these advanced technologies in conversational AI use cases should look to peer insights for lessons learned and best practice recommendations to help ensure success."