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市場調查報告書
商品編碼
2122668

聊天機器人：市佔率分析、產業趨勢與統計、成長預測（2026-2031）

Chatbot - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2026 - 2031)
出版日期: | 出版商: Mordor Intelligence | 英文 120 Pages | 商品交期: 2-3個工作天內

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簡介目錄

根據 Mordor Intelligence 預測，聊天機器人市場規模將從 2025 年的 93 億美元成長到 2026 年的 114.5 億美元，然後在 2031 年達到 324.5 億美元，2026 年至 2031 年的複合年成長率為 23.15%。

聊天機器人市場-IMG1

本報告按元件（平台軟體、服務）、應用程式（客戶支援、銷售與行銷、其他）、部署模式（雲端、本地部署）、組織規模（中小企業、大型企業）、最終用戶產業（零售與電子商務、銀行、金融服務和保險、其他）以及地區進行細分。市場預測以美元計價。

全球聊天機器人市場趨勢與洞察

即時通訊應用用戶群爆炸性成長

WhatsApp 目前擁有 30 億用戶，每天支援 1.75 億次商務對話，為聊天機器人市場提供了一個龐大且觸手可及的發行管道。企業已開設 7.64 億個 WhatsApp Business 帳戶，開啟率高達 98%（相較之下，電子郵件的開啟率僅 20%）。這顯著降低了客戶獲取成本。更廣泛的通訊生態系統涵蓋全球超過 2 億家企業，形成強大的網路效應，提升了零售、銀行和醫療保健等行業的聊天機器人投資回報率。企業正在利用富媒體模板，將互動從行銷電話轉變為全流程交易，而無需用戶下載應用程式。隨著使用者越來越習慣這種方式，基於訊息的互動流程正逐漸成為服務諮詢、訂單追蹤和通路內支付的預設介面。

透過大規模語言模型（LLM）在自然語言處理（NLP）領域取得突破性進展

隨著 GPT-4.5 的發布以及備受期待的 GPT-5 模型的推出，聊天機器人現在能夠以媲美人類的流暢度處理複雜的多輪對話。摩根士丹利等公司已採用 GPT-4 進行內部知識搜尋，從而縮短了顧問的搜尋時間，並提高了合規性的信心。供應商正在透過整合檢索增強生成 (LLM) 功能來應對歷史知識缺口帶來的挑戰，使機器人能夠在獲取即時數據的同時保持搜尋流暢性。 Yellow.ai 每年處理超過 160 億次對話，並整合了多 LLM 管道，透過為查詢選擇最合適的模型來最佳化成本和準確性。這些創新降低了對訓練資料的需求，使缺乏大規模標註資料集的中小型企業也能使用先進的對話式人工智慧。

整合複雜性和遺留資料孤島

擁有數十年歷史的過時系統的公司在將聊天機器人與大型主機、CRM 和 ERP 系統整合時，面臨著長達數月的延遲。 47% 的公司正在內部建立生成式人工智慧來管理其資料管道，這反映出他們對整合問題的擔憂。中間件編配、即時同步和嚴格的安全審查導致專案預算膨脹，並延緩了全面部署。這種趨勢在數據分割嚴重的銀行和電信業尤為明顯。因此，數位化新興企業獲得了上市時間優勢，而老牌公司則被迫投資 API 現代化改造。

細分市場分析

到2025年，平台和軟體產品將佔據聊天機器人市場64.12%的佔有率，凸顯其作為底層基礎設施的重要地位。同時，服務業的成長速度高於整體市場成長率，到2031年複合年成長率將達到24.12%。隨著對話式人工智慧日趨複雜，企業越來越需要諮詢、整合和最佳化方面的專業知識。 Yellow.ai透過提供涵蓋策略、客製化模型調優和持續管治的全生命週期支持，推動了這項服務需求。對於客戶而言，專業的合作夥伴能夠有效應對整合挑戰並確保合規性，從而將供應商的專業知識轉化為切實可見的業務成果，因此，更高的價格也物有所值。

實施諮詢通常作為託管服務協議 (SLA) 的一部分提供，其中包括運作保證、再培訓和季度績效評估。這種收入來源的轉變透過轉向經常性服務契約，穩定了供應商的現金流。隨著人工智慧工具的成熟，差異化的關鍵在於從底層技術轉向以結果為導向的互動，這使得擁有深厚行業專業知識和強大合作夥伴生態系統的供應商更具優勢。在聊天機器人市場，平台整合預計將會增加，而能夠佔據越來越大市場佔有率的服務層可能會蓬勃發展。

到2025年，客戶支援將佔據聊天機器人市場佔有率的41.82%，這反映了其龐大的諮詢量和已證實的投資回報率。同時，人力資源和招募領域的應用成長最為迅速，預計到2031年複合年成長率將達到24.86%。透過讓聊天機器人處理初步的候選人篩選、面試安排以及解答公司政策相關問題，人力資源團隊可以將精力集中在更細緻的任務上。根據企業報告，90%的重複性諮詢都已實現自動化，從而縮短了招募週期，並帶來了可衡量的生產力提升。

銷售和行銷機器人透過個人化的持續對話來培養潛在客戶，而IT服務台人員則負責重置密碼和診斷硬體問題。新推出的內部知識助理整合了結構化和非結構化內容，從而縮短了搜尋時間。這種功能的多元化凸顯了對話式人工智慧的多功能性，並鞏固了其作為自動化核心支柱的地位，而非僅僅是針對特定支援功能的添加物。

區域分析

北美地區得益於早期採用生命週期管理（LLM）技術以及高昂的人事費用，這些因素加速了自動化帶來的投資回報，預計到2025年，北美將佔據聊天機器人市場規模的38.72%。美國金融機構和零售商正在部署結合語音和視覺技術的先進代理，而加拿大公司則利用GPT-4進行內部知識搜尋。成熟的數位基礎設施和活躍的創業投資資金支持著持續的實驗，其影響正透過近岸服務中心擴散到拉丁美洲。

亞太地區預計將實現最快成長速度，到2031年複合年成長率將達到24.71%，這主要得益於政府支持的人工智慧投資和行動商務的蓬勃發展。中國已在人工智慧專案上投資21億美元，印度的聊天機器人市場正以每年25%的速度成長，新加坡已成為人工智慧管治的試點中心。智慧型手機的高普及率和超級應用生態系統正在產生大量的對話流量，加速人工智慧在銀行、旅遊和公共服務等領域的應用。本地供應商正在客製化多語言聊天機器人以適應當地語言，從而促進包容性的數位存取。

歐洲正以「歐盟人工智慧法」為指導，在創新與嚴格合規之間尋求平衡。在德國、法國和英國，聊天機器人已應用於製造業、醫療保健和政府部門，年度合規預算也已納入總體擁有成本 (TCO) 的計算。標準化的管治框架正在促進跨境合作，並建立事實上的全球規範。在南美、中東和非洲等新興地區，雲端運算成本的下降和寬頻的普及正在推動通訊、能源和運輸領域的新應用。

其他好處

  • Excel格式的市場預測（ME）表
  • 3個月的分析師支持

目錄

第1章：引言

  • 研究假設和市場定義
  • 調查範圍

第2章：調查方法

第3章執行摘要

第4章 市場狀況

  • 市場概覽
  • 市場促進因素
    • 即時通訊應用用戶群爆炸性成長
    • 透過大規模語言模型（LLM）在自然語言處理（NLP）領域取得突破性進展
    • 提供全天候客戶支援的成本壓力。
    • 在數位化客戶體驗策略中強制實施自助服務
    • 語音優先、多模態機器人的融合。
    • 利用LLM實現內部知識自動化
  • 市場限制因素
    • 整合複雜性和遺留資料孤島
    • 對隱私和監管合規性的擔憂
    • 幻覺引發的品牌風險
    • 缺乏垂直整合的訓練資料集
  • 產業價值鏈分析
  • 監理情勢
  • 技術展望
  • 波特五力分析
  • 宏觀經濟因素對市場的影響

第5章 市場規模與成長預測

  • 按組件
    • 平台軟體
    • 服務
  • 透過使用
    • 客戶支援
    • 銷售與行銷
    • 人力資源/招聘
    • IT服務管理
    • 其他
  • 部署模式
    • 雲
    • 現場
  • 按組織規模
    • 中小企業
    • 大公司
  • 按最終用戶行業分類
    • 零售與電子商務
    • BFSI
    • 衛生保健
    • 旅遊與飯店
    • 通訊/IT
    • 政府/公共部門
    • 其他
  • 按地區
    • 北美洲
      • 美國
      • 加拿大
      • 墨西哥
    • 南美洲
      • 巴西
      • 阿根廷
      • 智利
      • 其他南美國家
    • 歐洲
      • 德國
      • 英國
      • 法國
      • 義大利
      • 西班牙
      • 其他歐洲國家
    • 亞太地區
      • 中國
      • 印度
      • 日本
      • 韓國
      • 馬來西亞
      • 新加坡
      • 澳洲
      • 其他亞太國家
    • 中東和非洲
      • 中東
        • 阿拉伯聯合大公國
        • 沙烏地阿拉伯
        • 土耳其
        • 其他中東國家
      • 非洲
        • 南非
        • 奈及利亞
        • 其他非洲地區

第6章 競爭情勢

  • 市場集中度
  • 策略趨勢
  • 市佔率分析
  • 公司簡介
    • LivePerson, Inc.
    • Kore.ai, Inc.
    • Ada Support Inc.
    • Intercom, Inc.
    • Drift.com, Inc.
    • Yellow.ai Pvt. Ltd.
    • Cognigy GmbH
    • Freshworks Inc.
    • Gupshup Technology India Pvt. Ltd.
    • Boost.ai AS
    • Rasa Technologies GmbH
    • SnatchBot SA
    • Tidio Poland Sp. z oo
    • Chatfuel, Inc.
    • Aivo Technologies, Inc.
    • Inbenta Holdings, Inc.
    • Senseforth.ai Labs Pvt. Ltd.
    • BotsCrew, Inc.
    • Quiq, Inc.
    • LiveChat Software SA
    • Zendesk, Inc.
    • Artificial Solutions International AB

第7章 市場機會與未來展望

簡介目錄
Product Code: 63863

According to Mordor Intelligence, the chatbot market size is expected to grow from USD 9.30 billion in 2025 to USD 11.45 billion in 2026 and is forecast to reach USD 32.45 billion by 2031 at 23.15% CAGR over 2026-2031.

Chatbot - Market - IMG1

This report is Segmented by Component (Platform/Software and Services), Application (Customer Support, Sales and Marketing, and More), Deployment Mode (Cloud and On-Premise), Organization Size (Small and Medium Enterprises and Large Enterprises), End-User Industry (Retail and ECommerce, BFSI, and More), and Geography. The Market Forecasts are Provided in Terms of Value (USD).

Global Chatbot Market Trends and Insights

Explosion of Messaging-App User Base

WhatsApp now serves 3 billion users and supports 175 million daily business conversations, giving the Chatbot market an immense, ready-made distribution channel. Businesses have opened 764 million WhatsApp Business accounts that achieve 98% open rates versus 20% for email, dramatically lowering acquisition costs. The broader messaging ecosystem engages more than 200 million businesses worldwide, creating strong network effects that improve bot ROI across retail, banking, and healthcare. Firms leverage rich-media templates that shift interactions from marketing prompts to full-funnel transactions without requiring app downloads. As user familiarity rises, message-based journeys become the default interface for service queries, order tracking, and in-channel payments.

Breakthroughs in Large-Language-Model NLP

The launch of GPT-4.5 and expected GPT-5 models enabled chatbots to manage complex multi-turn dialogues with near-human fluency. Enterprises such as Morgan Stanley showcased GPT-4 for internal knowledge retrieval, reducing advisor search time and boosting compliance confidence. Vendors embed retrieval-augmented generation so bots pull real-time data yet maintain conversation flow, addressing historical knowledge-cutoff limits. Yellow.ai orchestrates multi-LLM pipelines over 16 billion annual conversations, selecting specialized models per query to optimize cost and accuracy. These innovations cut training-data demands and open advanced conversational AI to SMEs lacking large labeled datasets.

Integration Complexity and Legacy Data Silos

Enterprises with decades-old systems face month-long timeline overruns when wiring chatbots into mainframes, CRMs, and ERPs. Forty-seven percent of firms build generative AI in-house to control data pipelines, reflecting integration anxiety. Middleware orchestration, real-time synchronization, and stringent security vetting inflate project budgets and delay full rollout, especially in banking and telecom, where data fragmentation is acute. As a result, greenfield digital-native firms gain time-to-market advantage, pressing incumbents to invest in API modernization.

Other drivers and restraints analyzed in the detailed report include:

  1. 24/7 Customer-Support Cost Pressure
  2. Self-Service Mandates in Digital CX Strategies
  3. Privacy/Regulatory Compliance Concerns

For complete list of drivers and restraints, kindly check the Table Of Contents.

Segment Analysis

Platform and software offerings retained a 64.12% share of the Chatbot market in 2025, underscoring their role as foundational infrastructure. Services, however, outpace overall growth at a 24.12% CAGR through 2031. Enterprises increasingly seek advisory, integration, and optimization expertise as conversational AI complexity rises. Yellow.ai packages full-lifecycle support covering strategy, custom model tuning, and ongoing governance, driving services demand. For clients, expert partners mitigate integration pain points and ensure compliance, turning vendor know-how into tangible business outcomes that justify premium fees.

Implementation consulting is often bundled with managed-service SLAs that guarantee uptime, retraining, and quarterly performance reviews. This shift nudges revenue mix toward recurring service contracts, smoothing vendor cash flows. As AI tooling matures, differentiation hinges less on base technology and more on outcome-driven engagement, favoring providers with deep vertical playbooks and robust partner ecosystems. The Chatbot market expects continued platform consolidation alongside a flourishing services layer that captures expanding wallet share.

Customer support commanded 41.82% of the Chatbot market share in 2025, reflecting high ticket volumes and proven ROI. HR and recruiting use cases, however, register the quickest rise with a 24.86% CAGR through 2031. Bots prescreen candidates, schedule interviews, and answer policy questions, freeing HR teams for high-touch activities. Enterprises report 90% automation of repetitive inquiries and accelerated time-to-hire, translating into measurable productivity gains.

Sales and marketing bots nurture leads via personalized drip conversations, while IT service-desk agents reset passwords and diagnose hardware issues. Emerging internal knowledge assistants aggregate structured and unstructured content, cutting search cycles. This functional diversification underscores conversational AI's versatility and cements its status as a core automation pillar rather than a niche support add-on.

Complete Report Scope:

  • By Component
    • Platform/Software
    • Services
  • By Application
    • Customer Support
    • Sales and Marketing
    • HR and Recruiting
    • IT Service Management
    • Others
  • By Deployment Mode
    • Cloud
    • On-premise
  • By Organization Size
    • Small and Medium Enterprises (SMEs)
    • Large Enterprises
  • By End-user Industry
    • Retail and eCommerce
    • BFSI
    • Healthcare
    • Travel and Hospitality
    • Telecom and IT
    • Government and Public Sector
    • Other End-user Industries
  • By Geography
    • North America
      • United States
      • Canada
      • Mexico
    • South America
      • Brazil
      • Argentina
      • Chile
      • Rest of South America
    • Europe
      • Germany
      • United Kingdom
      • France
      • Italy
      • Spain
      • Rest of Europe
    • Asia-Pacific
      • China
      • India
      • Japan
      • South Korea
      • Malaysia
      • Singapore
      • Australia
      • Rest of Asia-Pacific
    • Middle East and Africa
      • Middle East
        • United Arab Emirates
        • Saudi Arabia
        • Turkey
        • Rest of Middle East
      • Africa
        • South Africa
        • Nigeria
        • Rest of Africa

Geography Analysis

North America contributed 38.72% to the Chatbot market size in 2025, anchored by early LLM adoption and high labor costs that sharpen automation payback. U.S. financial institutions and retailers implement advanced voice-plus-vision agents, and Canadian enterprises tap GPT-4 for internal knowledge retrieval. Mature digital infrastructure and vibrant venture funding support continuous experimentation that spills over into Latin America through nearshore service hubs.

Asia-Pacific posts the fastest 24.71% CAGR through 2031 as governments back AI investments and mobile commerce proliferates. China poured USD 2.1 billion into AI projects, India's chatbot segment grows 25% annually, and Singapore positions itself as an AI governance testbed. High smartphone penetration and super-app ecosystems generate massive conversational traffic, accelerating adoption in banking, travel, and public services. Local vendors tailor multilingual bots to regional dialects, fostering inclusive digital access.

Europe advances under the shadow of the EU AI Act, balancing innovation with rigorous compliance. Germany, France, and the U.K. integrate chatbots into manufacturing, healthcare, and public administration, with annual compliance budgets absorbed into total cost of ownership calculations. Standardized governance frameworks enhance cross-border collaborations and set de-facto global norms. Emerging regions, South America, the Middle East, and Africa benefit from falling cloud costs and expanding broadband, unlocking greenfield deployments across telecom, energy, and transport.

  1. LivePerson, Inc.
  2. Kore.ai, Inc.
  3. Ada Support Inc.
  4. Intercom, Inc.
  5. Drift.com, Inc.
  6. Yellow.ai Pvt. Ltd.
  7. Cognigy GmbH
  8. Freshworks Inc.
  9. Gupshup Technology India Pvt. Ltd.
  10. Boost.ai AS
  11. Rasa Technologies GmbH
  12. SnatchBot SA
  13. Tidio Poland Sp. z o.o.
  14. Chatfuel, Inc.
  15. Aivo Technologies, Inc.
  16. Inbenta Holdings, Inc.
  17. Senseforth.ai Labs Pvt. Ltd.
  18. BotsCrew, Inc.
  19. Quiq, Inc.
  20. LiveChat Software S.A.
  21. Zendesk, Inc.
  22. Artificial Solutions International AB

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET LANDSCAPE

  • 4.1 Market Overview
  • 4.2 Market Drivers
    • 4.2.1 Explosion of messaging-app user base
    • 4.2.2 Breakthroughs in large-language-model (LLM) NLP
    • 4.2.3 24/7 customer-support cost pressure
    • 4.2.4 Self-service mandates in digital CX strategies
    • 4.2.5 Voice-first and multimodal bot convergence
    • 4.2.6 LLM-powered internal knowledge automation
  • 4.3 Market Restraints
    • 4.3.1 Integration complexity and legacy data silos
    • 4.3.2 Privacy/regulatory compliance concerns
    • 4.3.3 Hallucination-driven brand-risk
    • 4.3.4 Scarcity of vertical-grade training datasets
  • 4.4 Industry Value Chain Analysis
  • 4.5 Regulatory Landscape
  • 4.6 Technological Outlook
  • 4.7 Porter's Five Forces Analysis
    • 4.7.1 Threat of New Entrants
    • 4.7.2 Bargaining Power of Buyers
    • 4.7.3 Bargaining Power of Suppliers
    • 4.7.4 Threat of Substitutes
    • 4.7.5 Intensity of Competitive Rivalry
  • 4.8 Impact of Macroeconomic Factors on the Market

5 MARKET SIZE AND GROWTH FORECASTS (VALUES)

  • 5.1 By Component
    • 5.1.1 Platform/Software
    • 5.1.2 Services
  • 5.2 By Application
    • 5.2.1 Customer Support
    • 5.2.2 Sales and Marketing
    • 5.2.3 HR and Recruiting
    • 5.2.4 IT Service Management
    • 5.2.5 Others
  • 5.3 By Deployment Mode
    • 5.3.1 Cloud
    • 5.3.2 On-premise
  • 5.4 By Organization Size
    • 5.4.1 Small and Medium Enterprises (SMEs)
    • 5.4.2 Large Enterprises
  • 5.5 By End-user Industry
    • 5.5.1 Retail and eCommerce
    • 5.5.2 BFSI
    • 5.5.3 Healthcare
    • 5.5.4 Travel and Hospitality
    • 5.5.5 Telecom and IT
    • 5.5.6 Government and Public Sector
    • 5.5.7 Other End-user Industries
  • 5.6 By Geography
    • 5.6.1 North America
      • 5.6.1.1 United States
      • 5.6.1.2 Canada
      • 5.6.1.3 Mexico
    • 5.6.2 South America
      • 5.6.2.1 Brazil
      • 5.6.2.2 Argentina
      • 5.6.2.3 Chile
      • 5.6.2.4 Rest of South America
    • 5.6.3 Europe
      • 5.6.3.1 Germany
      • 5.6.3.2 United Kingdom
      • 5.6.3.3 France
      • 5.6.3.4 Italy
      • 5.6.3.5 Spain
      • 5.6.3.6 Rest of Europe
    • 5.6.4 Asia-Pacific
      • 5.6.4.1 China
      • 5.6.4.2 India
      • 5.6.4.3 Japan
      • 5.6.4.4 South Korea
      • 5.6.4.5 Malaysia
      • 5.6.4.6 Singapore
      • 5.6.4.7 Australia
      • 5.6.4.8 Rest of Asia-Pacific
    • 5.6.5 Middle East and Africa
      • 5.6.5.1 Middle East
        • 5.6.5.1.1 United Arab Emirates
        • 5.6.5.1.2 Saudi Arabia
        • 5.6.5.1.3 Turkey
        • 5.6.5.1.4 Rest of Middle East
      • 5.6.5.2 Africa
        • 5.6.5.2.1 South Africa
        • 5.6.5.2.2 Nigeria
        • 5.6.5.2.3 Rest of Africa

6 COMPETITIVE LANDSCAPE

  • 6.1 Market Concentration
  • 6.2 Strategic Moves
  • 6.3 Market Share Analysis
  • 6.4 Company Profiles (includes Global-level Overview, Market-level Overview, Core Segments, Financials as available, Strategic Information, Market Rank/Share, Products and Services, Recent Developments)
    • 6.4.1 LivePerson, Inc.
    • 6.4.2 Kore.ai, Inc.
    • 6.4.3 Ada Support Inc.
    • 6.4.4 Intercom, Inc.
    • 6.4.5 Drift.com, Inc.
    • 6.4.6 Yellow.ai Pvt. Ltd.
    • 6.4.7 Cognigy GmbH
    • 6.4.8 Freshworks Inc.
    • 6.4.9 Gupshup Technology India Pvt. Ltd.
    • 6.4.10 Boost.ai AS
    • 6.4.11 Rasa Technologies GmbH
    • 6.4.12 SnatchBot SA
    • 6.4.13 Tidio Poland Sp. z o.o.
    • 6.4.14 Chatfuel, Inc.
    • 6.4.15 Aivo Technologies, Inc.
    • 6.4.16 Inbenta Holdings, Inc.
    • 6.4.17 Senseforth.ai Labs Pvt. Ltd.
    • 6.4.18 BotsCrew, Inc.
    • 6.4.19 Quiq, Inc.
    • 6.4.20 LiveChat Software S.A.
    • 6.4.21 Zendesk, Inc.
    • 6.4.22 Artificial Solutions International AB

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

  • 7.1 White-space and Unmet-Need Assessment