Aisera, an Automation Anywhere company, has been named a Leader in the inaugural IDC MarketScape Worldwide Conversational AI Platforms for Back-Office Use Cases 2026 Vendor Assessment. This is the first IDC MarketScape dedicated specifically to conversational AI platforms for back-office use cases, following the 2025 evaluation of general-purpose conversational AI platforms.
What the report says
According to the IDC MarketScape, Aisera offers a wide range of options for LLM usage, from providing its own fine-tuned and domain-specific LLMs to allowing customers to integrate and tune their own foundation model, as well as access to third-party foundation models such as OpenAI, Anthropic, Google (via Vertex AI), Meta (with Llama 3), and Amazon (through Bedrock).
The report highlighted two key strengths:
- Ease of building and integrating conversational workflows: Customers praised Aisera's prebuilt connectors and workflows, describing them as "largely plug-and-play." The predefined workflows and Hyperflows are similarly easy to set up. Customers also noted the platform's no-code capabilities for workflow creation and customization without needing a dedicated developer team.
- Customer partnership model: Customers view Aisera as a strong partner in enterprise-wide AI, helping with challenges such as multisystem integration and customization using off-the-shelf solutions and low-code tools. Customers and prospects see Aisera as a strong technical innovator that aligns its R&D to their business needs.
The broader context
IDC's Hayley Sutherland, Research Manager for Conversational AI, noted that vendors have been expanding their conversational AI platform offerings to support a wider variety of back-office use cases. These have evolved from basic chatbots limited to answering employee FAQs or forwarding help desk tickets to IT, to complex AI agents that can provide personalized learning and career paths, speed HR onboarding, triage and troubleshoot IT help desk inquiries, compare and recommend procurement options, provide synthesized business learnings and recommendations for executives, and assist knowledge workers in deep research workflows.
The report states that market demand and vendor offerings have progressed, showing a need to evaluate platforms specialized for back-office use cases like HR, internal IT help desk, finance, procurement, operations, corporate strategy, and knowledge work.
What Aisera says
Derek Toone, SVP of Agentic AI Solutions at Automation Anywhere, said: "We believe this IDC MarketScape recognition validates our vision that the future of enterprise AI is about creating intelligent agents that can seamlessly integrate into existing business processes and execute complex workflows autonomously." He added that enterprises need AI that can make autonomous decisions, take action, and drive measurable business outcomes across their entire organization, and that conversational AI and process automation are converging into a single, powerful platform.
Bottom line
Aisera's Leader placement in this inaugural IDC MarketScape signals that the market for back-office conversational AI is maturing and that vendors are being evaluated on their ability to handle complex, multi-system workflows — not just simple Q&A. For enterprises evaluating platforms, the report provides a framework for comparing capabilities and strategies across vendors in this space.