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

How the conversational AI market is evolving for enterprise customer service teams.

Which platform capabilities matter most as customer service AI scales.

How the market is balancing innovation with governance, integration, and long-term fit.

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.

Resource Orchestration & Application Execution

The execution layer has to hold when real systems, real traffic, and real constraints show up.

Application Lifecycle Management

AI in customer service needs the same release discipline, control, and accountability as any other enterprise system.

Pricing Flexibility & Transparency

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 Forrester Wave™: Conversational AI Platforms For Customer Service, Q2 2026

The conversational AI platform enterprises can actually govern

Most CAI vendors give you a hosted black box. Rasa gives regulated enterprises the only platform where data sovereignty isn’t a feature — it’s the architecture.

Data sovereignty by architecture

Your data never has to leave your environment. Rasa runs on your infrastructure, in your cloud, or fully on-premises. You decide where conversations happen, where customer data lives, and who can access it. No retrofits. No exceptions.

Enterprise governance built in

Version control, change approval, audit trails, and role-based access — the way your security team expects any enterprise software to work. Rasa was independently validated by Lakera’s red team (Sept 2025) against 7 security categories with zero findings for data leakage, content safety, or infrastructure attacks.

Built by developers. Trusted by regulators.

Rasa is the platform developers actually want to build on — and the platform compliance, risk, and security teams are comfortable signing off on. You don’t have to choose between flexibility and governance.

What 'production-grade' actually looks like

Telecommunications / Employee Services
50% of inquiries auto-resolved
Rasa supports 10,000+ employees across German and English, 24/7, reducing agent workload by 30%.
read case study

Telecommunications
2× automation rate
Swisscom doubled its automation vs. its previous platform, deployed in 20 weeks, and cut operational costs by 50%.
read case study

Healthcare
160,000+ monthly conversations
Providence handles 106,000+ monthly task completions with a 59% goal completion rate on a governed, auditable platform.
read case study

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.