Forrester’s recognition reflects EasyVista’s continued investment in conversational and agentic AI for enterprise IT
EasyVista today announced its first inclusion in The Forrester Wave™: Conversational AI Platforms for Employee Services, Q3 2026: The 13 Providers That Matter Most and How They Stack Up.
The report evaluates the 13 most significant providers of conversational AI platforms for employee services based on the strength of their current offering, strategy, and customer feedback. EasyVista was evaluated for EV Pulse AI, its conversational and agentic AI system integrated with EV Service Manager and the broader EasyVista IT Service Management (ITSM) platform.
According to The Forrester Wave™: Conversational AI Platforms for Employee Services, Q3 2026, conversational AI platforms have shifted from traditional conversational interfaces toward agentic architectures where AI can reason and act on user requests, supporting a wide range of tasks. The report notes that these capabilities enable conversational systems to handle a wider range of tasks, with results that are already “rapid and real,” including 40% request deflection as a common outcome.
For organizations adopting agentic AI, Forrester identifies the ability to operate in real-world environments where human expertise is essential as a key consideration. In its evaluation of EasyVista, Forrester commented: “EasyVista’s biggest strength is its ability to operate alongside human agents: Humans can act as an expert bot unblocker and provide real-time direction to an AI agent to resolve a ticket or incident.”
“Being included in this Forrester Wave for the first time is, for us, an important recognition of the progress we’ve made,” said Keith Andes, Head of Product Marketing at EasyVista. “As organizations adopt AI more broadly, success will depend on how well it complements the people and processes already in place. Our focus is on helping IT teams use AI to accelerate service delivery while keeping people in control when their expertise is needed. We’re pleased to see that approach reflected in this evaluation.”
The inclusion follows EasyVista’s continued investment in product innovation, strategic acquisitions, and the expansion of its AI capabilities across the platform. These investments support the company’s vision of delivering an AI-powered platform for the office of the CIO that combines service management, IT operations, automation, and AI within a single environment.
Earlier this year, EasyVista was included among the 30 vendors in Forrester Research’s “The Conversational AI Platforms for Employee Services Landscape, Q1 2026.”
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