SPARK Matrix™: Conversational AI for ITSM, Q4 2025

QKS Group's Conversational AI for ITSM market research includes a comprehensive analysis of the global market in terms of emerging technology trends, market trends, and future market outlook. This research offers strategic insights for technology vendors to better understand the current market landscape, supporting their growth strategies; and for users to assess different vendors’ capabilities, competitive differentiation, and market position.

The research includes a detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. The SPARK Matrix ranks and positions leading Conversational AI for ITSM vendors with a global impact. The SPARK Matrix includes analysis of vendors such as Aisera, Avaamo, AWS, Freshworks, Google, HCLSoftware, IBM, Inbenta, Kore.ai, Microsoft, Moveworks, Resolve, ServiceNow, SoundHound AI.

According to Gaurav Kumar, Analyst at QKS Group, "The Conversational AI for ITSM market is evolving from tactical automation of service desk interactions to becoming a strategic enabler of enterprise-wide digital operations. Vendors are differentiating through deeper integration with ITSM platforms, advances in generative AI for knowledge and workflow automation, and the ability to support complex, multi-intent conversations with minimal training data. As enterprises prioritize cost efficiency, employee experience, and operational resilience, Conversational AI for ITSM is transitioning from a value-added tool to a core capability in modern IT service delivery.”

2025 Conversational AI for ITSM SPARK Matrix

Source: QKS Group

Table of Contents

• Key Findings

• SPARK Image

• Vendor Profiles

• Market Definition & Capabilities

• Evaluation Criteria

• Research Methodologies

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