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市場調查報告書
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1631610

北美聊天機器人：市場佔有率分析、產業趨勢/統計、成長預測（2025-2030）

North America Chatbot - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
出版日期: | 出版商: Mordor Intelligence | 英文 100 Pages | 商品交期: 2-3個工作天內

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簡介目錄

北美聊天機器人市場預計在預測期內複合年成長率為 26.6%。

北美聊天機器人-市場-IMG1

主要亮點

  • 市場正在出現一些關鍵趨勢，包括企業更多地採用顧客關懷服務來降低營運成本、通訊服務的顯著增加以及自然語言處理(NLP) 和人工智慧技術的發展，預計將展現出令人印象深刻的趨勢。
  • 高度對話式的聊天機器人應用程式使企業能夠創建跨各種數位管道和設備進行互動的無摩擦客戶旅程。一些開發的聊天機器人平台允許企業捕獲和分析整個對話，以了解客戶的聲音。
  • 最好的人工智慧聊天機器人系統可以幫助公司簡化業務流程並提高生產力。例如，機器人流程自動化 (RPA) 和其他人工智慧資產擴大整合到聊天機器人中，為大量流程提供「零干預」解決方案。
  • COVID-19 的爆發對北美聊天機器人市場產生了積極影響。北美各國政府宣布的封鎖措施導致更多採用聊天機器人來解決醫療保健、BFSI、零售和電子商務等行業的巨大查詢負擔。此外，聊天機器人還幫助多個組織設定了穩定的遠端工作條件。這增加了對聊天機器人的需求，並帶動了整體市場的成長。
  • 此外，使用互動式人工智慧聊天機器人可以減少溝通不良和錯誤的可能性，從而提高準確性和更好的結果。機器人可以透過語音和文字進行通訊，並且可以部署在應用程式、網站和通訊管道（例如 Whatsapp、Facebook Messenger 和 Twitter）中。

北美聊天機器人市場趨勢

BSFI預計將大幅成長

  • 聊天機器人簡化了操作，並以對話方式安全地引導客戶完成各種財務操作。消費者可以獨立執行簡單的操作，例如驗證帳戶、報告被盜卡、付款、續保和管理退款。
  • 即時聊天作為一種成功的客戶參與方式的接受以及聊天機器人技術的普及正在為市場提供者創造許多新的機會。
  • 銀行聊天機器人可以包含在專用的行動銀行應用程式中，也可以作為單獨的功能嵌入銀行網站上。根據其來源，聊天機器人可以是個人化的，也可以是現成的。自訂人工智慧助理更有效和安全，因為它們是按照精確的規格建造的，並且受到機器人所整合的金融機構的密切控制。現成的機器人是通用機器人，其設計目的是盡可能通用，同時仍允許一定程度的客製化。
  • 多家公司正採取策略措施採用互動式人工智慧技術。例如，美國銀行推出了一個聊天機器人，可以向用戶發送通知、告訴他們餘額、建議儲蓄並提供信用報告更新。
  • 今年 8 月，西太平洋銀行 (Westpac) 和 FIS 向人工智慧聊天機器人公司 Kasisto 進行了資金籌措，宣布利用金融服務數位體驗平台 KAI 技術，實現數位化消費者互動的人性化。
  • 此外，去年 9 月，面向銀行和信用社的人工智慧聊天機器人平台 Finn AI 宣布，其互動式人工智慧聊天機器人現已作為 Genesys AppFoundry 上的高級客戶端應用程式提供。

美國佔最高市場佔有率

在美國，醫療保健聊天機器人和金融聊天機器人有大量投資和創新，市場正在向人工智慧聊天機器人和語音辨識聊天機器人技術發展。許多供應商都希望透過聊天機器人來增強該國的客戶服務。

  • 社群媒體管理是電子商務和顧客關懷之間的新介面，市場供應商正在將人工智慧功能引入世界各地的行銷、銷售和支援團隊，使他們能夠大規模提供重要的體驗。例如，去年8月，社群媒體管理公司Hootsuite以6,000萬美元收購了人工智慧聊天機器人公司Heyday。
  • 同樣，去年 9 月，人工智慧主導的能力參與和溝通平台解決方案的著名供應商 Sense 宣布推出用於招募的人工智慧聊天機器人。 Sense 的 AI 聊天機器人提供流暢的整合，可快速引導和監控更多合格的候選人，同時提供白手套、個人化、以候選人為中心的體驗。
  • 聊天機器人可以提供常見問題的解答，包括有關 COVID-19、通訊協定、您所在地區正在進行的工作以及可選服務的資訊。此外，市場上的供應商正致力於發展其服務以增強客戶服務體驗。今年7月，美國全面監管的公用事業公司NIPSCO宣布推出聊天機器人和即時聊天技術，提供改善的客戶體驗。
  • 許多Start-Ups正在進入聊天機器人市場，以幫助組織更好地溝通。例如，今年3月，inFeedo宣布籌集1,200萬美元A輪資金籌措。 inFeedo 充當員工和經理之間的聯絡人，透過一個名為 Amber 的聊天機器人進行調查，該公司將其稱為「首席監聽官」。

北美聊天機器人產業概況

  • 北美聊天機器人市場高度分散，由大量全球和區域參與者組成。這些參與者佔據了很大的市場佔有率，並致力於在全球範圍內擴大基本客群。為了在預測期內保持競爭力，這些公司將投資於研發、策略聯盟以及其他有機和無機成長策略。
  • 2022 年 10 月，全球雲端通訊平台和全通路互動領域的領導者 Infobip 宣佈為 Uber 推出一款人工智慧驅動的聊天機器人。這個聊天機器人是世界上第一個能夠透過 WhatsApp 預訂乘車的機器人。這使得預訂乘車變得容易。
  • 2022 年 6 月，總部位於紐約的金融科技公司 Greer 宣布收購 FinAI，這是一個面向銀行和信用社的人工智慧聊天機器人平台。此次收購使 Greer 能夠將虛擬助理帶入金融服務公司的「主流」。

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章簡介

  • 研究成果
  • 研究場所
  • 調查範圍

第2章調查方法

第3章執行摘要

第4章市場動態

  • 市場概況
  • COVID-19 對市場的影響
  • 市場促進因素
    • 通訊應用程式的興起
    • 對消費者分析的需求不斷成長
  • 市場挑戰
    • 缺乏整合意識且複雜
  • 價值鏈/供應鏈分析
  • 產業吸引力－波特五力分析
    • 新進入者的威脅
    • 買家/消費者的議價能力
    • 供應商的議價能力
    • 替代品的威脅
    • 競爭公司之間的敵對關係
  • 主要技術趨勢

第5章市場區隔

  • 按公司規模
    • 小型企業
    • 主要企業
  • 按行業分類
    • 零售
    • BFSI
    • 衛生保健
    • 資訊科技/通訊
    • 旅遊/酒店業
    • 其他最終用戶產業
  • 按國家/地區
    • 美國
    • 加拿大

第6章 競爭狀況

  • 公司簡介
    • Amplify.ai
    • Beep Boop
    • Bottr
    • Chatfuel
    • Conversable
    • Google
    • Gubshup
    • IBM
    • ManyChat
    • Microsoft
    • Nuance Communications Inc.
    • Octane.ai
    • Pandorabots
    • Pypestream
    • Recime
    • Reply.ai
    • Semantic Machines
    • Yekaliva.ai
    • Meya.ai

第7章 投資分析

第8章市場的未來

簡介目錄
Product Code: 72309

The North America Chatbot Market is expected to register a CAGR of 26.6% during the forecast period.

North America Chatbot - Market - IMG1

Key Highlights

  • The market is set to display impressive growth during the forecast period with some key trends emerging, such as the growing adoption of customer care services in enterprises to reduce operational costs, a significant rise in messaging services, and development in Natural language processing (NLP) and AI technologies.
  • Highly conversational chatbot apps allow enterprises to create frictionless customer journeys as they interact over various digital channels and devices. Some development chatbot platforms enable enterprises to capture and analyze entire conversations to understand the voice of the customer.
  • The best AI chatbot systems enable enterprises to streamline business processes and increase productivity allowing organizations to do more without increasing headcount. For example, robotic process automation (RPA) and other AI assets are increasingly integrated into chatbots to deliver 'zero intervention' solutions for high-volume processes.
  • The covid-19 pandemic has positively affected the North American Chatbot market. Due to the lockdown announced by the government in North America, the adoption of chatbots to solve the huge burden of queries in various verticals such as healthcare, BFSI, retail & e-commerce, among others, has increased. In addition, the chatbot helped multiple organizations set up stable remote work conditions. This led to the increased demand for chatbots and growth in the overall market.
  • Moreover, by using Conversational AI chatbots, the chances of miscommunication and errors reduce, thus, leading to improved accuracy and better results. Bots can communicate through voice and text and can be deployed across applications, websites, and messaging channels, such as Whatsapp, Facebook Messenger, or Twitter.

North America Chatbot Market Trends

BSFI is expected to witness a significant growth

  • Chatbots simplify operations and guide customers to perform various financial operations conversationally and with complete safety. The consumer can do simple operations independently, such as checking an account, reporting stolen cards, making payments, renewing a policy, and managing a refund.
  • A number of new opportunities are emerging for market providers as a result of the growing acceptance of live chats as a successful means of client engagement and chatbot technologies.
  • Banking chatbots can be included in dedicated mobile banking apps or as a standalone feature on a bank's website. Chatbots can be personalized or ready-made, depending on their origin. Custom AI assistants are more effective and secure since they are built to exact specifications and under the close control of the financial institution into which the bot will be integrated. Ready-made bots are generic bots designed to be as versatile as possible while allowing for some customization.
  • Several companies are taking strategic measures to adopt conversational AI technology. For instance, Bank of America launched a chatbot that sends users notifications, informs them about their balances, makes recommendations for saving money, provides updates to credit reports, and so on.
  • In August this year, Westpac and FIS announced their investment of USD 15.5m Series C funding round extension in AI chatbot company Kasisto to leverage their KAI technology, a digital experience platform for financial services across their digital banking capabilities, to humanize digital consumer interactions.
  • Moreover, in September last year, Finn AI, the AI-powered chatbot platform for banks and credit unions, announced that its conversational AI chatbot is now available as a premium Client Application on Genesys AppFoundry.

United States to Hold the Highest Market Share

The United States is witnessing significant investments and innovations for health care chatbots and financial chatbots, and the market is driving towards AI chatbots and voice recognition chatbot technology. Various vendors are aiming to enhance customer service in the country with chatbots.

  • Social media management is the new interface of e-commerce and customer care, and market vendors are providing AI capabilities to marketing, sales, and support teams worldwide, allowing them to deliver significant experiences at scale. For instance, in August last year, Hootsuite, a social media management company, acquired Heyday, an artificial intelligence chatbot company, for USD 60 million.
  • Similarly, in September last year, sense, the prominent provider of AI-driven competency engagement and communication platform solutions, announced the launch of an AI chatbot for recruiting. The Sense AI Chatbot provides a smooth integration that channels and monitors more qualified candidates quickly while still providing white-glove, personalized candidate-focused experiences.
  • The chatbots can provide answers to frequently asked questions, such as information about COVID-19, protocols, work taking place in the user's area, and optional services. Further, market vendors are focusing on service advancements for an enhanced customer service experience. In July this year, NIPSCO, a fully-regulated utility company in the United States, announced the launch of chatbots and live chat technologies to provide an improved customer experience.
  • Many start-ups are stepping into the chatbot market in order to help organizations better communicate. For instance, in March this year, inFeedo announced that it had raised USD 12 million in Series A funding. inFeedo will act as a bridge between employees and their managers, with surveys executed by a chatbot called Amber, which the company refers to as a "chief listening officer."

North America Chatbot Industry Overview

  • The North America Chatbot market is highly fragmented and consists of a significant number of global and regional players. These players account for a considerable share of the market and focus on expanding their client base across the globe. To remain competitive during the forecast period, these companies will invest in R&D, strategic alliances, and other organic and inorganic growth strategies.
  • In October 2022, Infobip, a global cloud communication platform and leader in omnichannel engagement, announced the launch of an AI-powered chatbot for Uber. The chatbot is a world first because it lets people book rides through WhatsApp. This makes booking rides easy.
  • In June 2022, Glia, a New York-based fintech, announced the acquisition of Finn AI, the artificial intelligence-powered chatbot platform for banks and credit unions. The acquisition will enable Gila to make virtual assistants "mainstream" for financial services companies.

Additional Benefits:

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

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Deliverables
  • 1.2 Study Assumptions
  • 1.3 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET DYNAMICS

  • 4.1 Market Overview
  • 4.2 Impact of COVID-19 on the Market
  • 4.3 Market Drivers
    • 4.3.1 Rising domination of Messenger Applications
    • 4.3.2 Increasing Demand for Consumer Analytics
  • 4.4 Market Challenges
    • 4.4.1 Lack of Awareness and Integration Complexities
  • 4.5 Value Chain / Supply Chain Analysis
  • 4.6 Industry Attractiveness - Porters Five Forces Analysis
    • 4.6.1 Threat of New Entrants
    • 4.6.2 Bargaining Power of Buyers/Consumers
    • 4.6.3 Bargaining Power of Suppliers
    • 4.6.4 Threat of Substitute Products
    • 4.6.5 Intensity of Competitive Rivalry
  • 4.7 Key Technology Trends

5 MARKET SEGMENTATION

  • 5.1 By Enterprise Size
    • 5.1.1 Small and Medium Enterprise
    • 5.1.2 Large Enterprises
  • 5.2 By End-User Vertical
    • 5.2.1 Retail
    • 5.2.2 BFSI
    • 5.2.3 Healthcare
    • 5.2.4 IT and Telecom
    • 5.2.5 Travel and Hospitality
    • 5.2.6 Other End-User Verticals
  • 5.3 By Country
    • 5.3.1 United States
    • 5.3.2 Cananda

6 COMPETITIVE LANDSCAPE

  • 6.1 Company Profiles
    • 6.1.1 Amplify.ai
    • 6.1.2 Beep Boop
    • 6.1.3 Bottr
    • 6.1.4 Chatfuel
    • 6.1.5 Conversable
    • 6.1.6 Google
    • 6.1.7 Gubshup
    • 6.1.8 IBM
    • 6.1.9 ManyChat
    • 6.1.10 Microsoft
    • 6.1.11 Nuance Communications Inc.
    • 6.1.12 Octane.ai
    • 6.1.13 Pandorabots
    • 6.1.14 Pypestream
    • 6.1.15 Recime
    • 6.1.16 Reply.ai
    • 6.1.17 Semantic Machines
    • 6.1.18 Yekaliva.ai
    • 6.1.19 Meya.ai

7 INVESTMENT ANALYSIS

8 FUTURE OF THE MARKET