QKS Group’s SPARK Matrix™: Conversational Commerce market research report delivers a comprehensive and forward-looking examination of the global marketplace. As digital engagement continues to evolve, businesses across industries are recognizing conversational commerce as a vital component in modern customer interaction strategies. The report provides a refined understanding of the market’s short-term and long-term growth opportunities, emerging technological advancements, and the broader future outlook. It is designed to support technology vendors in strengthening their strategic decisions and expanding their competitiveness. At the same time, it enables end users to evaluate vendors more effectively by understanding their capabilities, differentiation factors, and overall market position.
Today’s customers expect instant, seamless, and personalized communication with brands, regardless of the channel they choose. Conversational commerce addresses this shift by integrating messaging platforms with commerce-driven workflows, creating more intuitive and frictionless buying experiences. QKS Group’s research dives deep into these trends, offering valuable insights into how consumer behavior, technological innovation, and enterprise needs are reshaping the global conversational commerce landscape. This includes analysis of adoption patterns across regions, vertical-specific use cases, and evolving customer expectations that are pushing organizations to modernize their engagement models.
A central pillar of this research is QKS Group’s proprietary SPARK Matrix™ framework—an advanced tool for evaluating technology vendors based on both their technological excellence and business strategy. The SPARK Matrix™ provides a visual and comparative assessment of market players, analyzing their strengths, competitive positioning, innovation, and overall impact on the global market. Using this methodology, the report ranks and positions the leading conversational commerce vendors, helping organizations easily identify which platforms best align with their business goals.
The SPARK Matrix™ analysis covers a strong portfolio of globally recognized vendors, each contributing unique strengths and market innovations. The evaluation includes companies such as Clickatell, Clevertap, CM.com, Gupshup, Haptik, Infobip, Kore.ai, LivePerson, Quiq, Routemobile, Sleekflow, Vonage, Yellow.ai, Yalo, and Zendesk. These vendors represent a diverse mix of capabilities—from omnichannel communication orchestrators and AI-driven conversational platforms to unified customer experience suites and commerce-focused automation engines.
Each vendor in the SPARK Matrix™ brings a distinctive value proposition. For example, some focus on advanced AI chatbots that handle complex queries with contextual accuracy, while others excel in integrating messaging channels—such as WhatsApp, SMS, Instagram, and web chat—with payment gateways, CRMs, and commerce platforms. This enables businesses to not only engage customers in real time but also complete the entire transaction flow within a single conversational interface, ultimately driving efficiency and conversions.
These tools empower businesses to drive personalized experiences at scale, resulting in improved customer satisfaction and increased conversion rates.” Her insights highlight how messaging-driven interactions are evolving from simple customer support touchpoints into full-fledged revenue-generating channels.
The report emphasizes that SPARK Matrix™: Conversational Commerce is no longer limited to chatbots or basic live chat tools. The market is rapidly expanding, integrating technologies such as AI-powered natural language processing (NLP), sentiment analysis, predictive recommendations, voice assistants, and multimodal interactions. These innovations enable businesses to deliver more human-like, intuitive conversations that guide customers through product discovery, troubleshooting, support inquiries, bookings, payments, and post-purchase follow-ups. As AI becomes more sophisticated, conversational systems are expected to better understand customer intent, emotions, and past behavior, enabling more accurate personalization and faster resolutions.
QKS Group’s analysis also highlights the rise of transactional messaging, where platforms allow customers to complete purchases directly within messaging channels such as WhatsApp, Facebook Messenger, Instagram DM, and WeChat. This eliminates friction in the buying journey and supports customers’ increasing preference for mobile-first, chat-based interaction formats. The integration of commerce capabilities—such as product catalogs, shopping carts, payment links, and order tracking—within conversational channels is becoming a significant differentiator for vendors.
Another major area of focus is omnichannel orchestration, which enables businesses to maintain consistent and unified conversations across multiple touchpoints. This ensures that customer interactions are not fragmented or repetitive, enhancing overall experience quality. Leading vendors are investing heavily in building omnichannel conversation hubs that combine chat, voice, email, social media, and messaging platforms under a single interface.
From a market opportunity perspective, QKS Group’s research identifies several key growth drivers, including:
- The widespread adoption of smartphones and messaging apps
- Businesses moving toward real-time customer engagement models
- Growing consumer preference for chat-driven interactions over calls
- Integration of AI and automation across customer-facing processes
- The need for scalable solutions to handle large volumes of customer inquiries
- Increasing focus on hyper-personalized customer journeys
Additionally, industries such as retail, banking, travel, telecommunications, food delivery, and healthcare are accelerating their adoption of conversational commerce tools to improve operational efficiency, enhance customer satisfaction, and drive sales. The scalability of conversational platforms makes them ideal for businesses facing fluctuating demand or seasonal customer spikes.
The report concludes that SPARK Matrix™: Conversational Commerce will continue to evolve as a long-term strategic investment for businesses seeking competitive advantage. Vendors that can successfully combine AI, automation, personalization, and seamless commerce workflows will lead the next wave of innovation. As customer expectations continue to rise, enterprises will increasingly rely on conversational platforms to deliver consistent, intelligent, and engaging experiences across all digital channels.