Rasa is a 2026 Forrester Wave™ Strong Performer for Customer Service AI
Forrester highlighted what has long set Rasa apart in enterprise customer service AI: a developer-first platform, on premises deployment, and strong support for data sovereignty and customer data protection.
Rasa also received the highest possible scores in resource orchestration and application execution, application lifecycle management, and pricing flexibility and transparency.
What you’ll learn from the report
What you’ll learn
from the report
Why Rasa stood out in this year’s evaluation
Why Rasa stood out
in this year’s evaluation
Forrester gave Rasa the highest possible scores in resource orchestration and application execution, application lifecycle management, and pricing flexibility and transparency. That is a meaningful mix of strengths for organizations evaluating not only what a platform can do, but how reliably it can be run, managed, and bought.
The execution layer has to hold when real systems, real traffic, and real constraints show up.
AI in customer service needs the same release discipline, control, and accountability as any other enterprise system.
Pricing should help enterprise teams move forward, not slow them down.
What Forrester said about Rasa
“Rasa’s vision is to enable AI agents that integrate every customer interaction into one ongoing conversation. The strengths of the Rasa platform reflect its approach, emphasizing resource orchestration and application lifecycle management. Customers praise how Rasa’s platform allows them to control their customer experiences while protecting customer data.”
The conversational AI platform enterprises can actually govern
The conversational AI
platform enterprises can actually govern
Data sovereignty by architecture
Enterprise governance built in
Built by developers. Trusted by regulators.
What 'production-grade' actually looks like
What 'production-grade'
actually looks like
50% of inquiries auto-resolved
Rasa supports 10,000+ employees across German and English, 24/7, reducing agent workload by 30%.
2× automation rate
Swisscom doubled its automation vs. its previous platform, deployed in 20 weeks, and cut operational costs by 50%.
160,000+ monthly conversations
Providence handles 106,000+ monthly task completions with a 59% goal completion rate on a governed, auditable platform.
Get the full Forrester Wave report
See how Rasa stacked up across all 15+ evaluation criteria — and why Forrester named us a Strong Performer.
Security that holds up when it’s tested
In September 2025, Lakera’s red team independently assessed Rasa against a prompt-driven conversational agent across 7 security categories — prompt injection, information disclosure, content safety, criminal instructions, IP output, application abuse, and infrastructure attacks.
Rasa outperformed the prompt-driven agent across all 7 categories — with zero findings for data leakage, content safety, and infrastructure attacks. The only vulnerabilities were confined to an optional component that can be disabled.
Frequently asked questions
What is The Forrester Wave™ and why does it matter?
Forrester Wave reports are independent evaluations of technology vendors in a specific market. Forrester analysts score each vendor across 15+ weighted criteria using publicly disclosed data, vendor demonstrations, and customer reference calls. Strong Performer is Forrester’s designation for vendors with meaningful market strength and customer traction.
Which criteria did Rasa score 5/5 on?
Resource Orchestration & Application Execution, Application Lifecycle Management, and Pricing Flexibility & Transparency. These are the three criteria that most directly determine whether enterprise conversational AI actually runs in production.
Can Rasa really be deployed fully on-premises?
Yes. Rasa is the only leading conversational AI platform that can be deployed fully on your own infrastructure — including air-gapped environments. You choose where the platform runs, where customer data lives, and which systems it connects to.
How does Rasa handle data sovereignty and governance?
Customer data never has to leave your environment. Rasa supports version control, audit logging, role-based access control, and change approval workflows — the enterprise governance controls your compliance and security teams expect. See the ‘Why Rasa’ section above for more detail.
Who uses Rasa in regulated industries?
Rasa is trusted by Fortune 500 companies in banking, telecom, healthcare, insurance, and retail — including Deutsche Telekom, Swisscom, Autodesk, Providence Health, Albert Heijn, N26, and Groupe IMA.
How do I get the full report?
Fill out the form to access the full report. This is a complimentary reprint, so there is no paywall after submission.
Ready to see what production-grade conversational AI looks like?
Read the Forrester Wave report, or talk to our team about what it takes to deploy conversational AI inside your business — on your infrastructure, under your governance, on your terms.