市場調查報告書
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1577194
互動式AI市場至2030年的預測:按產品、部署模式、對話式介面、使用案例、技術、最終用戶和地區的全球分析Conversational AI Market Forecasts to 2030 - Global Analysis By Offering, Deployment Mode, Conversational Interface (Chatbots, Intelligent Virtual Assistants and Interactive Voice Response Systems), Use Case, Technology, End User and By Geography |
根據 Stratistics MRC 的資料,2024年全球互動式AI市場規模將達到 116億美元,預計到2030年將達到 422億美元,預測期內年複合成長率為 23.9%。
模仿人類語音和文字互動的AI(AI)被稱為互動式AI。使用機器學習、語音辨識和自然語言處理(NLP)來理解用戶查詢並提供富有洞察力的答案。虛擬助理、聊天機器人和互動式語音應答系統是各行業中經常使用的應用程式,用於增強用戶體驗、加快溝通速度並改善客戶支援。互動式AI試圖透過模仿人類語音,使用戶和系統之間的互動變得流暢有趣。
據Gartner表示,到2024年,互動式AI工具預計將使客服中心的投資增加 24%。
對AI主導的客戶支援的需求不斷成長
越來越多的公司轉向互動式AI解決方案來自動化客戶交互,提高業務效率並降低成本。 AI 驅動的聊天機器人和虛擬助理可以24/7處理大量客戶詢問,提供即時回應和個人化體驗。這種趨勢在零售、銀行和電子商務等客戶服務非常重要的行業尤其明顯。互動式AI在保持品質的同時擴大支援業務的能力推動其採用。
有限的語言和區域功能
目前,大多數互動式AI產品提供的語言支援有限,且對英語的兼容性較高。這種限制阻礙了對話式AI解決方案的全球採用,特別是在英語不是主要語言的地區。開發能夠理解並準確地回應不同語言、方言和文化差異的AI模型面臨著巨大的挑戰。這種限制可能會減緩非英語國家的市場成長,並限制互動式AI在全球不同市場的有效性。
利用全通路通訊
跨多個管道(包括網站、行動應用程式、社交媒體平台和聲控設備)整合互動式AI,可改善整體客戶體驗。這種方法使企業能夠在不同的接觸點與客戶保持一致的、情境相關的互動。全通路部署可實現無縫的客戶旅程,提高參與度,並提供有關客戶行為的寶貴見解。隨著企業努力在所有管道上提供一致的體驗,對支援全通路策略的多功能對話式AI解決方案的需求預計將顯著成長。
資料隱私
資料隱私問題對互動式AI市場構成了重大威脅。互動式AI系統收集和處理大量資料,引發了人們對資料安全、侵犯隱私以及遵守資料保護條例的擔憂。如果使用者認為自己的個人資訊面臨風險,他們可能會猶豫是否要使用AI驅動的系統。此外,歐洲的GDPR 和加州的CCPA 等嚴格的資料保護法要求公司實施強而有力的資料保護措施。如果無法充分解決這些問題,可能會降低用戶的信任度和採用率,阻礙市場成長。
COVID-19 的爆發對互動式AI 市場產生了積極影響。隨著企業轉向遠端操作和數位互動,對AI驅動的客戶支援和參與解決方案的需求激增。互動式AI技術已被迅速採用,以回應不斷增加的客戶詢問、自動化流程並保持業務永續營運。此次疫情加速了數位轉型,並導致對AI技術(包括互動式AI)的投資增加,以提升客戶體驗和業務效率。
預計軟體細分市場在預測期內將成為最大的細分市場
預計軟體部門將在預測期內獲得最大的市場佔有率。這項優勢歸功於互動式AI平台在各行業的日益普及。自然語言處理(NLP)引擎、機器學習演算法、對話管理系統等軟體解決方案構成了對話式AI能力的核心。這些軟體元件使企業能夠創建、部署和管理智慧虛擬助理和聊天機器人。隨著組織尋求增強客戶互動和自動化流程,AI軟體技術的靈活性、擴充性和持續改進有助於其不斷成長的市場佔有率。
雲端基礎的細分市場預計在預測期內年複合成長率最高
在互動式AI市場中,雲端基礎的細分市場預計在預測期內將呈現最高的年複合成長率。這種快速成長是由雲端基礎的解決方案提供的眾多優勢推動的,包括可擴展性、成本效益和易於部署。雲端基礎的互動式AI平台使企業能夠快速部署和擴展AI驅動的客戶參與解決方案,而無需領先大量的前期基礎設施投資。與現有系統整合的靈活性以及透過雲端服務提供的高級AI功能有助於該細分市場的高成長率。
預計亞太地區在預測期內將佔據最大的市場佔有率。這一優勢得益於數位化的快速發展、AI技術的不斷採用,以及中國和印度等國家龐大消費市場的存在。該地區對創新的重視,加上政府加速採用AI的努力,有助於其市場領先地位。電子商務行業的成長、數位付款系統的擴展以及智慧型手機普及率的提高進一步推動了各行業客戶服務和互動應用程式對互動式AI解決方案的需求。
預計亞太地區在預測期內將實現最高的年複合成長率。這種快速成長的推動因素包括AI技術意識的增強、數位轉型投資的增加以及對自動化客戶服務解決方案的需求不斷成長。該地區龐大且精通技術的人口,加上線上業務的快速擴張,為互動式AI的採用創造了肥沃的土壤。此外,政府支持AI市場開拓的舉措以及眾多高科技新興企業的存在也有助於加速該地區互動式AI市場的成長。
According to Stratistics MRC, the Global Conversational AI Market is accounted for $11.6 billion in 2024 and is expected to reach $42.2 billion by 2030, growing at a CAGR of 23.9% during the forecast period. Artificial intelligence (AI) that mimics human speech and text interactions is known as conversational AI. It uses machine learning, speech recognition, and natural language processing (NLP) to comprehend user inquiries and provide insightful answers. Virtual assistants, chatbots, and interactive voice response systems are applications that are frequently used in various industries to improve user experiences, expedite communication, and improve customer support. Conversational AI attempts to make interactions between users and systems smooth and interesting by imitating human speech.
According to Gartner, there is an anticipated 24% increase in call center investments in 2024, driven by conversational AI tools.
Increasing demand for Ai-driven customer support
Businesses are increasingly adopting conversational AI solutions to automate customer interactions, leading to operational efficiency and cost savings. AI-powered chatbots and virtual assistants can handle high volumes of customer queries 24/7, providing instant responses and personalized experiences. This trend is particularly evident in industries such as retail, banking, and e-commerce, where customer service is crucial. The ability of conversational AI to scale support operations while maintaining quality is driving its widespread adoption.
Limited language and regional capabilities
Most conversational AI products currently offer support for a limited number of languages, with better compatibility for English. This limitation hinders the global adoption of conversational AI solutions, especially in regions where English is not the primary language. The challenge of developing AI models that can understand and respond accurately to various languages, dialects, and cultural nuances is substantial. This constraint can potentially slow down market growth in non-English-speaking regions and limit the effectiveness of conversational AI in diverse global markets.
Usage of omnichannel communication
Integrating conversational AI across multiple channels, such as websites, mobile apps, social media platforms, and voice-activated devices, enhances the overall customer experience. This approach allows businesses to maintain consistent and contextual interactions with customers across various touchpoints. Omnichannel deployment enables seamless customer journeys, improves engagement, and provides valuable insights into customer behavior. As businesses strive to offer cohesive experiences across all channels, the demand for versatile conversational AI solutions capable of supporting omnichannel strategies is expected to grow substantially.
Data privacy
Data privacy concerns pose a significant threat to the conversational AI market. As conversational AI systems collect and process large amounts of personal and potentially sensitive user data, there are growing concerns about data security, privacy breaches, and compliance with data protection regulations. Users may be hesitant to engage with AI-powered systems if they perceive a risk to their personal information. Additionally, stringent data protection laws like GDPR in Europe and CCPA in California require businesses to implement robust data protection measures. Failure to address these concerns adequately could lead to reduced user trust and adoption, potentially hindering market growth.
The COVID-19 pandemic had a positive impact on the conversational AI market. As businesses shifted to remote operations and digital interactions, the demand for AI-powered customer support and engagement solutions surged. Conversational AI technologies were rapidly adopted to handle increased customer inquiries, automate processes, and maintain business continuity. The pandemic accelerated digital transformation efforts, leading to increased investments in AI technologies, including conversational AI, to enhance customer experiences and operational efficiency.
The software segment is expected to be the largest during the forecast period
The software segment is predicted to secure the largest market share throughout the forecast period. This dominance can be attributed to the increasing adoption of conversational AI platforms across various industries. Software solutions, including natural language processing (NLP) engines, machine learning algorithms, and dialogue management systems, form the core of conversational AI capabilities. These software components enable businesses to create, deploy, and manage intelligent virtual assistants and chatbots. The flexibility, scalability, and continuous improvements in AI software technologies contribute to its larger market share as organizations seek to enhance customer interactions and automate processes.
The cloud-based segment is expected to have the highest CAGR during the forecast period
The cloud-based segment is projected to have the highest CAGR in the conversational AI market during the extrapolated period. This rapid growth is driven by the numerous advantages offered by cloud-based solutions, including scalability, cost-effectiveness, and ease of deployment. Cloud-based conversational AI platforms allow businesses to quickly implement and scale their AI-powered customer engagement solutions without significant upfront infrastructure investments. The flexibility to integrate with existing systems and the ability to leverage advanced AI capabilities through cloud services contribute to the segment's high growth rate.
The Asia Pacific region is projected to account for the largest market share during the forecast period. This dominance is attributed to rapid digitalization, increasing adoption of AI technologies, and the presence of large consumer markets in countries like China and India. The region's strong focus on technological innovation, coupled with government initiatives promoting AI adoption, contributes to its market leadership. The growing e-commerce sector, expanding digital payment systems, and increasing smartphone penetration further drive the demand for conversational AI solutions in customer service and engagement applications across various industries.
The Asia Pacific region is projected to achieve the highest CAGR during the forecast period. This rapid growth is fueled by factors such as the increasing awareness of AI technologies, rising investments in digital transformation, and the growing demand for automated customer service solutions. The region's large and tech-savvy population, coupled with the rapid expansion of online businesses, creates fertile ground for conversational AI adoption. Additionally, government initiatives supporting AI development and the presence of numerous tech startups contribute to the region's accelerated growth in the conversational AI market.
Key players in the market
Some of the key players in Conversational AI Market include Microsoft, IBM, Google, Amazon Web Services (AWS), SAP, Oracle, Nuance Communications, Artificial Solutions, Kore.ai, LivePerson, Avaamo, Conversica, Haptik, Yellow.ai, Cognigy.AI, Amelia, Verint, and Boost.ai.
In October 2024, at the 10th edition of the Google for India event, Google announced Hindi support for Google Gemini Live, a more sophisticated version of its Gemini AI chatbot. Gemini Live will soon expand to include eight additional Indian languages. Google also revealed that Indian users listen to AI Overview responses more frequently than users in other countries.
In August 2024, AWS has entered into a Strategic Collaboration Agreement with PolyAI, a leader in customer-led conversational AI solutions. This collaboration aims to accelerate the adoption of generative voice AI capabilities within enterprise contact centers. PolyAI will leverage Amazon SageMaker and Amazon Bedrock to train and fine-tune an integrated suite of speech recognition, large language models (LLMs), and text-to-speech models.
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.