While it is typical to find incremental changes in Celent’s biannual examination of vendor solutions, for intelligent virtual assistant platforms (IVAs), we are finding step change. Generative AI is making IVAs more conversational, contextual, and value-adding. And it is happening fast.

To help financial institutions understand the current vendor landscape, Celent profiles eight IVA platforms that can support small business banking. We rigorously compare them based on a detailed RFI, solution demos, and customer feedback. In Figure 1, Celent's arrays the participating vendors within its Technical Capability Matrix (solutions are not ranked within the assigned category but rather are listed alphabetically).