# Conversational AI Platforms for Customer Service

> The market for conversational AI in customer service crossed a line in 2026: platforms stopped being chatbots that answer questions and became agents that complete tasks. Forrester's Q2 2026 Wave named NiCE Cognigy, Kore.ai and Omilia as Leaders, with Sierra, Uniphore, Intercom and Rasa as Strong Performers, while Google, Botpress and boost.ai were left out of the evaluation entirely. Around it, a crowded field - Uniphore, Botpress, NICE, Capacity, Observe.AI, boost.ai - is fighting over a projected $50 billion market, and Bret Taylor's two-year-old Sierra hit a $15.8 billion valuation on the way.

## Achievements

- Forrester Q2 2026 Wave Leaders: NiCE Cognigy, Kore.ai, Omilia.
- Kore.ai posted the highest current-offering score in the Wave at 4.14, with top marks in 10 criteria.
- Sierra reached a $15.8B valuation and $150M ARR within roughly three years of founding, with 40%+ of the Fortune 50 as customers.
- Rasa scored highest on pricing flexibility and transparency and on application lifecycle management, the only vendor above 3/5 on pricing.

## Latest updates

- **2026-06** — Forrester Wave Q2 2026 published: NiCE Cognigy, Kore.ai, Omilia lead; Sierra, Uniphore, Intercom, Rasa are Strong Performers; Google, Botpress, boost.ai excluded.
- **2026-02** — Sierra reaches ~$150M ARR; earlier round pushed valuation to roughly $15.8B.

## Links

- Website: https://www.forrester.com/report/the-forrester-wave-tm-conversational-ai-platforms-for-customer-service-q2-2026/RES192755

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Last updated: 2026-08-07