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 EasyVista platform.
According to the report, the market is shifting from traditional conversational interfaces toward agentic AI that can reason and act on user requests, supporting a wide range of tasks. As these capabilities mature, organizations increasingly require platforms that combine AI with governance, context layers, and human oversight.
EasyVista’s approach reflects these priorities by combining conversational and agentic AI with the service management and operational capabilities IT teams already rely on. In its evaluation, Forrester identified EasyVista’s ability to operate alongside human agents as one of the platform’s key strengths. Rather than simply transferring a request to a human expert, experts can guide AI agents in real time, combining AI efficiency with human judgment to resolve issues more effectively.
“Being one of the few ITSM vendors included in this Forrester Wave is 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. We’ve focused on building AI that supports IT teams, accelerates resolution, and gives organizations confidence to deploy AI at scale. We’re pleased to see that approach reflected in this evaluation.”
This 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.
“Chatbots aren’t new, and organizations are looking for AI that does more than just answer questions,” Andes added. “They want solutions that can work across enterprise systems, support employees throughout the service experience, and operate responsibly within the governance requirements of modern IT. That’s the direction we’re building toward, and we’re excited to continue advancing that vision with our customers.”
Earlier this year, EasyVista was included among the 30 vendors profiled in Forrester Research’s “The Conversational AI Platforms for Employee Services Landscape, Q1 2026.”