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1444894

聊天機器人：市場佔有率分析、產業趨勢與統計、成長預測（2024-2029）

Chatbot - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)

出版日期: 2024年02月15日 | 出版商:

Mordor Intelligence | 英文 144 Pages | 商品交期: 2-3個工作天內

價格

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簡介目錄

2024年聊天機器人市場規模預計為70.1億美元，預計到2029年將達到208.1億美元，在預測期內（2024-2029年）年複合成長率為24.32%。

由於對訊息應用程式的需求不斷成長以及世界各地各公司擴大採用消費者分析，聊天機器人市場正在不斷成長。世界各地的供應商正在透過整合人工智慧和自然語言處理等技術進行重大產品創新，以滿足客戶需求和市場需求。

主要亮點

聊天機器人是一種軟體應用程式，它使用人工智慧和自然語言處理來理解人類需求，並以最終用戶最小的努力實現所需的結果。他們充當客戶體驗接觸點的虛擬助理。機器人不僅解釋用戶意圖，還處理用戶請求並立即返回適當的答案。
該市場主要是由訊息應用程式的主導地位不斷增強以及對客戶分析的需求不斷成長所推動的。
隨著訊息應用程式的使用越來越多，將聊天機器人與訊息應用程式整合可以讓您透過客戶的首選應用程式聯繫他們，從而為您帶來更高的投資收益並改善用戶體驗。此外，訊息應用程式允許聊天機器人保存用戶的聊天歷史記錄，以供將來個性化用戶體驗並獲得可行的見解。
根據 Hootsuite 發布的 2022 年 1 月通訊應用程式使用統計數據，WhatsApp 擁有 20 億月有效用戶，其次是微信，擁有 12.63 億月有效用戶，其次是 Facebook Messenger，擁有 12.63 億月有效用戶，共有 9.98 億人。聊天機器人具有合理模仿人類的能力，使品牌能夠在不斷發展的通訊平台上更有效地與消費者互動。
由於 COVID-19 的爆發，各個組織擴大部署聊天機器人來回答客戶問題和其他相關資訊。隨著各種組織因封鎖而採用遠端工作，公司嚴重依賴聊天機器人來減輕客戶詢問的負擔，而客戶服務員工的互動卻很少。
行銷和銷售團隊經常面臨著贏得銷售和不斷改善客戶體驗的壓力。與傳統的客戶服務相比，聊天機器人每天 24 小時提供服務，即使負責人無法回答客戶問題。聊天機器人可以幫助您在不影響工作時間的情況下為客戶提供支援。此外，機器人可以輕鬆地同時處理大量請求，而不會過載。因此，企業可以使用聊天機器人來改善消費者體驗，因為他們無需等待即可獲得正確的資訊。

聊天機器人市場趨勢

零售業將顯著成長

聊天機器人在零售業的主要用途包括產生潛在客戶、支援店內購買、發送行動警報和更新以及提供即時服務。
網路購物互動過程中，聊天機器人可以根據客戶的偏好（例如價格分佈、功能以及其他用戶的排名和評論）呈現不同的產品選擇。零售商可以透過將推薦演算法整合到聊天機器人中來增加收入，讓用戶找到符合他們口味的產品。
客戶可能想查看或試用他們在您的網站上看到的產品。用戶可以使用聊天機器人搜尋附近的商店並了解其營業時間。客戶還可以使用聊天機器人選擇他們想要的產品，輸入他們的地址和聯絡訊息，然後下訂單。此外，聊天機器人還提供與客戶意圖相關的即將推出的產品的訊息，並允許客戶在此類產品發布之前進行預訂。
美國等北美國家的零售業已大量採用聊天機器人。例如，Instacart 是一家經營雜貨配送和取貨服務的美國零售公司，於 2023 年 3 月將 OpenAI 的 ChatGPT 技術添加到其雜貨配送應用程式中。 Instacart 成為越來越多的公司（包括 Facebook 和 Snapchat）中最新一家轉向人工智慧語言工具來改善客戶服務、增強客戶體驗並加快行銷和自動化任務的公司。

預計亞太地區將出現顯著成長

亞太地區正在經歷顯著的工業化，增加了市場對聊天機器人的需求。中國、印度、印尼、越南、馬來西亞、菲律賓和泰國等新興國家零售和電子商務業務的擴張刺激了零售商和電子商務企業主對聊天機器人的高需求和大量採用。
亞太地區聊天機器人市場在 COVID-19感染疾病期間實現了高速成長。由於該地區 COVID-19感染疾病的增加以及該地區主要經濟體政府宣布的封鎖，各種組織正在使用聊天機器人來回答患者有關藥物和醫生諮詢的問題，其採用率增加。從遠端位置線上。
聊天機器人正在轉變為對話體驗，透過跨不同通訊管道使用自動化和手動解決方案提供即時、個人化的體驗。我們正在該地區的市場研究中進行投資，以便為客戶提供無縫的解決方案。
通訊服務的使用量顯著增加，甚至預計在用戶數量方面超過社交網站。自然語言處理的重大進步簡化了電腦和人類語言之間的互動。這些因素可能會在預測期內推動市場。

聊天機器人產業概述

聊天機器人市場競爭激烈，參與者有大有小。這種碎片化是由於使用開放原始碼框架、API 和開發平台開發聊天機器人應用程式相對容易。結果，許多小供應商進入市場，導致市場分散。市場上一些知名的參與者包括 IBM Corporation、eGain Corporation、Nuance Communications、Creative Virtual Ltd 和 Avaamo Inc。

2023 年 4 月 - Zendesk 與美國著名人工智慧研究機構 OpenAI 合作。該公司計劃為用戶提供人工智慧支援的解決方案，以簡化客戶體驗和客戶服務員工的票據產生活動。 Zendesk 和 OpenAI 正在合作，透過將專有的 Zendesk 基礎模型與 OpenAI 整合來提高其功能。
2023 年 1 月 - Kore.ai 在紐約市舉行的全國零售聯合會展覽會 (NRF 2023) 上宣布推出 RetailAssist，這是一種針對零售行業的對話式銷售助理解決方案。 RetailAssist 透過開發業務服務自動化、客製化、全通路履約以及 24/7 售前和售後服務和支援方面的專業知識，幫助零售和電子商務公司實現營運現代化。我們支持擴張和轉型。

其他福利

Excel 格式的市場預測 (ME) 表
3 個月分析師支持

公司簡介
- IBM Corporation
- Egain Corporation
- Nuance Communications Inc.（Microsoft Corp.）
- Creative Virtual Ltd
- Avaamo Inc.
- EdgeVerve Systems Limited
- Zendesk Inc.
- Inbenta Holdings Inc.
- Serviceaide Inc.
- Amelia US LLC（Ipsoft Inc.）
- Kore.ai Inc.
- AWS Inc.（Amazon.com Inc.）
- [24]7.ai Inc.
- Artificial Solutions International AB
- Dialogflow（Google）
- LiveChat Inc.

第8章投資分析

第9章市場機會與未來趨勢

簡介目錄

Product Code: 63863

The Chatbot Market size is estimated at USD 7.01 billion in 2024, and is expected to reach USD 20.81 billion by 2029, growing at a CAGR of 24.32% during the forecast period (2024-2029).

The chatbot market is witnessing growth due to increasing demand for messenger applications and the growing adoption of consumer analytics by various businesses globally. Vendors globally are making significant product innovations by integrating technologies such as AI and NLP to cater to customer needs and market requirements.

Key Highlights

Chatbots are software applications that utilize artificial intelligence and natural language processing to understand human needs and guide them to the desired outcome with as minimal work by the end user as possible. They act as virtual assistants for customer experience touchpoints. Bots not only interpret the user intent but also process their requests and give prompt relevant answers.
The market is primarily driven by the rising domination of messenger applications and increasing demand for customer analytics.
Due to the increasing use of messenger applications, integration of chatbots with messengers yield a higher return on investment as approaching the customers on their preferred application improves user experience. Moreover, messenger applications allow chatbots to save the user's chat history for future purposes to personalize the user experience and gain actionable insights.
The messaging app usage statistics of January 2022 released by Hootsuite show that WhatsApp has 2,000 million active monthly users, followed by WeChat with 1,263 million monthly active users, followed by Facebook Messenger with 998 million Monthly active users. Chatbots with the ability to reasonably mimic humans allow brands to engage consumers more efficiently on these growing messaging platforms.
With the outbreak of COVID-19, chatbots have been increasingly deployed by various organizations to respond to customer queries and other related information. As different organizations adopted remote working due to the lockdowns imposed, companies became heavily dependent on chatbots to reduce the burden of customer queries due to the minimal availability of customer service employees.
Marketing and sales teams are often under pressure to gain sales and constantly improve the customer experience. In contrast to traditional customer service, chatbots are available around the clock, even when sales personnel fail to attend to customer queries. Chatbots help support customers without interruption of working hour limitations. Moreover, bots can easily handle a high number of requests and process them all simultaneously without ever being overworked. Thus, the availability of correct information without waiting helps enterprises boost consumer experience using chatbots.

Chatbot Market Trends

Retail to Have Significant Growth

The applications of chatbots in the retail industry mainly include generating leads, supporting in-store purchases, sending mobile alerts and updates, and providing instant service.
During an online shopping interaction, the chatbot can present a variety of product selections based on the customer's preferences, such as price range, features, and other users' rankings and comments. Retailers may enhance income by integrating recommendation algorithms into chatbots, and users can discover products that match their preferences.
Customers may wish to see or try on a product they saw on the website. The user can use the chatbot to find nearby stores and learn about their opening hours. Customers can also use the chatbot to select their desired product, provide their address and contact information, and place orders. Additionally, the chatbot can provide information on upcoming products related to the customer's intent, allowing them to place pre-orders for such products before they go on sale.
North American countries like the United States are witnessing significant adoption of chatbots in retail. For instance, in March 2023, a US-based retail firm that operates grocery delivery and pick-up services, Instacart, added OpenAI's ChatGPT technology to its grocery delivery app. Instacart has become the latest of a growing list of companies, including Facebook and Snapchat, that choose the AI language tool to boost customer services, improve customer experience, and fasten their marketing and automated tasks.

Asia-Pacific is Expected to Witness Significant Growth Rates

Asia-Pacific is witnessing a significant increase in industrialization, increasing the need for chatbots in the market. The increasing retail and e-commerce business in emerging economies, such as China, India, Indonesia, Vietnam, Malaysia, the Philippines, and Thailand, accelerated the high demand and significant adoption of chatbots by retailers and e-commerce business owners.
The Asia-Pacific chatbot market experienced high growth during the COVID-19 pandemic. Due to the increased number of COVID-19-infected patients in the region and the lockdown announced by the government of significant economies in the region, the deployments of chatbots increased by various organizations to handle patients' queries related to their medication and consultation with doctors online from remote locations.
Chatbots are being transformed with conversational experiences that deliver immediate, personalized experiences using automated and manual solutions across various messaging channels. The region is witnessing investments in the market studied to provide seamless solutions to its customers.
There is a significant growth in the usage of messaging services, which is further anticipated to exceed social networking sites in terms of the number of users. A significant development in natural language processing simplifies the interactions between computer and human languages. Factors such as these are likely to drive the market during the forecast period.

Chatbot Industry Overview

The chatbot market is highly competitive, owing to the presence of many small and large players. This fragmentation is due to the relative ease of developing chatbot applications using open-source frameworks, APIs, and development platforms. As a result, numerous small-scale vendors have entered the market, contributing to its fragmentation. Some prominent players in the market are IBM Corporation, eGain Corporation, Nuance Communications, Creative Virtual Ltd, and Avaamo Inc.

April 2023 - Zendesk partnered with OpenAI, a prominent America-based AI research laboratory. The firm would provide its users with AI-supported solutions to simplify ticket-generating activities for CX and customer service employees. Zendesk and OpenAI are working together to improve the capabilities of Zendesk's foundation models, which are proprietary, by integrating them with OpenAI's.
January 2023 - Kore.ai declared that the firm would introduce RetailAssist, a conversational sales assistant solution for the retail sector, at the National Federation of Retailers exhibition (NRF 2023) in New York City. RetailAssist helps retail and e-commerce businesses modernize, scale, and transform operations by developing expertise in self-service automation, customization, omnichannel fulfillment, and 24/7 pre-/post-sales service and support.

Additional Benefits:

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

1 INTRODUCTION

1.1 Study Assumptions and Market Definition
1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

4.1 Market Overview
4.2 Industry Attractiveness - Porter's Five Forces Analysis
- 4.2.1 Bargaining Power of Suppliers
- 4.2.2 Bargaining Power of Buyers
- 4.2.3 Threat of New Entrants
- 4.2.4 Threat of Substitutes
- 4.2.5 Intensity of Competitive Rivalry
4.3 Industry Value Chain Analysis
4.4 Assessment of the Impact of COVID-19 on the Market

5 MARKET DYNAMICS

5.1 Market Drivers
- 5.1.1 Rising Domination of Messenger Applications
- 5.1.2 Increasing Demand for Consumer Analytics
5.2 Market Restraints
- 5.2.1 Integration Complexities and Data Concerns

6 MARKET SEGMENTATION

6.1 By End-user Vertical
- 6.1.1 BFSI
- 6.1.2 Healthcare
- 6.1.3 IT and Telecommunication
- 6.1.4 Retail
- 6.1.5 Travel and Hospitality
- 6.1.6 Other End-user Verticals
6.2 By Geography
- 6.2.1 North America
- 6.2.2 Europe
- 6.2.3 Asia-Pacific
- 6.2.4 Latin America
- 6.2.5 Middle East and Africa

7 COMPETITIVE LANDSCAPE

7.1 Company Profiles
- 7.1.1 IBM Corporation
- 7.1.2 Egain Corporation
- 7.1.3 Nuance Communications Inc. (Microsoft Corp.)
- 7.1.4 Creative Virtual Ltd
- 7.1.5 Avaamo Inc.
- 7.1.6 EdgeVerve Systems Limited
- 7.1.7 Zendesk Inc.
- 7.1.8 Inbenta Holdings Inc.
- 7.1.9 Serviceaide Inc.
- 7.1.10 Amelia US LLC (Ipsoft Inc.)
- 7.1.11 Kore.ai Inc.
- 7.1.12 AWS Inc. (Amazon.com Inc.)
- 7.1.13 [24]7.ai Inc.
- 7.1.14 Artificial Solutions International AB
- 7.1.15 Dialogflow (Google)
- 7.1.16 LiveChat Inc.