Rasa has been named a Strong Performer in The Forrester Wave™: Conversational AI Platforms for Customer Service, Q2 2026.
That matters on its own. It matters even more when you look at the size of the market behind it.
Forrester starts from a landscape of more than 650 conversational AI vendors serving a market shaped by roughly 15 million contact center agents. From there, this year’s Wave narrows the field to the 14 providers that matter most. Rasa is in that group as a Strong Performer. In a category this large, that is a serious signal.
What gives this recognition real weight is the lens behind it.
This report is not rewarding novelty for its own sake. It reflects a market that is growing up. Enterprise customer service leaders are looking for platforms that can fit into long-lived IT environments, support highly tailored applications, bring developers and business teams into the same picture, and provide the observability and guardrails needed to earn confidence across the organization. They also want platforms that can keep pace with successive waves of AI change without forcing disruptive resets.
That is the kind of market Rasa has been building for.
From the beginning, Rasa has taken a more deliberate path. We built for the enterprises that do not have the luxury of treating AI like an isolated experiment. They need systems that can live inside real infrastructure, meet real governance standards, and hold up over time. That choice shaped the platform early, and it still does.
In Rasa’s profile, Forrester highlights the qualities that have long defined the product: a developer-first conversational AI platform delivered on premises, with a unified runtime that combines deterministic and LLM-driven interactions and emphasizes orchestration, composability, and enterprise governance. The profile also points to Rasa as a strong fit for organizations that want to equip developers to build their own applications or that prefer an on-premises system for data protection and data sovereignty.
That recognition is reinforced by several standout scores in the evaluation. Rasa received the highest possible scores in resource orchestration and application execution, application lifecycle management, and pricing flexibility and transparency. Those are not decorative strengths. They sit close to the realities enterprise teams feel most directly: whether a platform can execute reliably, whether it can be managed with discipline over time, and whether it can be adopted without introducing unnecessary friction.
The customer feedback in the report is especially meaningful to us. According to Forrester, customers praise how Rasa allows them to control their customer experiences while protecting customer data. That gets to the heart of what many serious enterprise teams are trying to solve right now. They are not looking for AI that sits outside the business. They are looking for AI that can operate inside it.
We have seen that standard take shape in the work our customers do every day. Organizations such as Deutsche Telekom, Swisscom, Autodesk, and Providence Health have helped define what enterprise customer service AI should actually look like in practice: governed, durable, adaptable, and built to run in production.
Their trust and ambition have made Rasa better.
In the end, this market will be shaped by the organizations doing the hardest work. The ones bringing AI into customer service environments where trust matters, complexity is real, and the platform has to answer to more than one team.
That is where many of our customers operate. It is also why this recognition carries weight for us. It reflects a category that is becoming more grounded, more demanding, and more aligned with the work serious enterprises have needed all along.
Read the full report here.
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