オンライン チャット会話は、テキストまたは音声合成ベースのコミュニケーションをシミュレートする人工知能(AI) ソフトウェアであるチャットボットによって実行できます。メッセージング サービス、Web サイト、モバイル アプリケーション、電話を通じて、ユーザーと自然言語でコミュニケーションをとることは有益です。さらに、チャットボットは、ユーザー エクスペリエンスの向上、アドバイザーの代わりにクライアントとやり取りすること、応答時間の短縮、作業負荷の軽減などのために、 BFSIセクター全体で使用されています。
チャットボット市場の成長を牽引する要因としては、チャットボットとソーシャルメディアの統合の増加、チャットボットの認知度の高まり、より優れた顧客関係管理 (CRM) に対する需要の高まりなどが挙げられます。ただし、市場の発展は、プロセスの初期段階でのチャットボットのインストール コストの上昇と製品の多様化の欠如によって制約されています。さらに、予測期間中は、干渉エンジン、クラウドベースの展開、アプリケーション プログラミング インターフェイス (API)、自然言語プロセッサ(NLP) などのテクノロジの使用により、BFSI におけるチャットボット市場の成長に有利な機会がもたらされると予想されます。さらに、より低い運用コストでの 24 時間 365 日の顧客サポートに対する需要の増加、さまざまなチャネルを通じた顧客エンゲージメントの重視、セルフサービス操作に対する顧客需要の増加と並行した技術の進歩などの要因の結果として、市場は拡大しています。これらの要因は、企業に競争上の優位性を与えます。
| 属性 | 詳細 |
| 研究期間 | 2020-2029 |
| 基準年 | 2022 |
| 推定年 | 2022 |
| 予測年 | 2022-2029 |
| 歴史的期間 | 2018-2020 |
| ユニット | 価値(10億米ドル) |
| セグメンテーション | エンドユーザー別、タイプ別、製品別、業種別、地域別 |
| エンドユーザー別 |
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| タイプ別 |
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| 製品別状況 |
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| 垂直方向 |
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| 地域別 |
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近年、市場は驚異的な成長を遂げています。セルフサービス操作に対する消費者の要望の高まり、24時間365日のカスタマーケアの提供に対する要求の高まり、およびチャットボットへの業務のアウトソーシングによる運用コストの削減は、すべて製品需要の増加に貢献しています。これは、人々がソーシャルネットワーキングWebサイトよりもメッセージングアプリを好む傾向が高まっていることと関係しています。メッセージングサービスとの統合用に作成されたチャットボットの将来的な需要も堅調になると予想されています。メッセージングサービスはますます人気が高まっており、まもなくソーシャルネットワーキングサイトよりも多くのユーザーを抱えると予測されています。
ウイルスパニックが広がり、銀行、金融機関、その他の施設が全面的に閉鎖・停止されたため、COVID-19パンデミックはBFSIのチャットボット市場に大きな影響を与えました。さらに、この流行の間、銀行、保険会社、金融サービスプロバイダーは、オンラインチャットを通じて迅速な問題解決を促進し、迅速なサービスを提供することで、ユーザーエクスペリエンスを向上させました。それでも、COVID-19パンデミックからの回復後、BFSIのチャットボット業界は今後数年間で繁栄すると予想されています。コロナウイルスの流行が拡大するにつれて、多くのマーケティング会社や食料品店が、緊急時の顧客体験を向上させるために、チャットボットや会話型AIシステムを全面的に導入し始めました。企業はパンデミックを乗り切るのに苦労しており、音声ベースのアシスタントやチャットボットなどの新しい技術的アプローチを試みようとしています。チャットボットは、この困難な時期に医療およびヘルスケア部門にも役立っています。チャットボットは、ユーザーや患者が適切なCOVID-19ガイダンスを受けられるように、世界中の多くの医療保険会社や公衆衛生機関によって実装されています。
The Chatbot Market is expected to grow at 6.61% CAGR from 2022 to 2029. It is expected to reach above USD 146.95 Billion by 2029 from USD 82.6 Billion in 2020.
North America held more than 40% of the Chatbot Market revenue share in 2021 and will witness expansion in the forecast period.
The rise in consumer desire for self-service operations, the growing requirement to provide 24x7 customer care, and the reduction of operating costs by outsourcing duties to chatbots have all contributed to an increase in product demand. This is related to people's increasing preference for messaging apps over social networking websites. Future demand for chatbots that are created for integration with messaging services is also anticipated to be strong. Messaging services are increasingly popular, and it is predicted that they will soon have more users than social networking sites.
The market research report covers the analysis of market players. Key companies profiled in the report include Baidu, Poncho, Kik, WeChat, Anboto, Artificial Solution, CX Company, Creative Virtual, Intelligent Digital Avatars, Inbenta.
The greatest revenue share in 2021 over 40% was accounted for by North America. In their everyday customer care operations, many large businesses are increasingly using chatbots. The major advantages that chatbots provide to businesses, such as lower operating costs, higher customer satisfaction, and increased operational efficiency, should be credited for the huge growth prospects of chatbots in numerous countries.
Chatbot market is segmented based on end-user, type, product landscape, vertical and region, global trends and forecast.
by End-User (Large Enterprises, Medium Enterprises), by Type (Standalone, Web-Based), by Product Landscape (Artificial Intelligence, Marketing, Human Intelligence), by Vertical (Healthcare, Retail, BFSI, Media and Entertainment, Travel and Tourism, E-commerce) and Region, Global trends and forecast.
The large enterprise sector dominated the industry. While many major businesses build their chatbots according to a set of rules, it is anticipated that large businesses will optimize their chatbots in the future in an effort to attain sophisticated operations. The majority of chatbot creation tools are based on the machine learning approach, enabling businesses to provide an interface for AI applications that deliver useful business data. The market's development of artificial intelligence has also led to a significant change in usage away from online social networks and toward mobile messaging apps.
The standalone segment dominated the market, and it is anticipated that it will continue to hold the top spot throughout the forecast period. Consumers now employ visual assistant programs like Google Assistant, Alexa from Amazon, and Siri from Apple to use in independent messaging systems. This is anticipated to significantly increase the need for standalone chatbots. In an effort to increase client interactions, many businesses prefer chatbots for messaging platforms and customer care bots for web-based services. Chatbots give businesses the chance to communicate with customers directly and collect information about their preferences that can be applied to digital marketing campaigns later on.
The marketing sector led the market. In order to process language and communicate with people, chatbots use artificial intelligence (AI). There are numerous chatbots set up for messenger services like Facebook, Skype, Slack, and other various social media networking sites. In order to use these messaging platforms for payments, chatbot developers can interface the payment gateways with the assistant directly. One of the key prospects in the market is the ability to charge commission on nominal fees. In order to inform current customers about the products and services, chatbots are widely employed in digital marketing because they provide direct client connection. As a result, during the period of forecasting, the marketing segment is anticipated to experience significant increase.
Market dominance was held by the e-commerce sector. Due to features like virtual presence and remote connectivity that significantly lower transportation costs, chatbots are becoming more and more popular in a variety of industries. The travel and tourism industry are anticipated to expand significantly during the forecasted period. Customers in the e-commerce industry desire to be informed of brand-specific real-time price adjustments while they are shopping. These businesses are using chatbots more and more because they engage customers and shorten the length of the purchasing experience. By keeping running costs low, it enables e-commerce businesses to increase ROI.
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The Chatbot Market by region includes North America, Asia-Pacific (APAC), Europe, South America, and Middle East & Africa (MEA).
The greatest revenue share in 2021 over 40% was accounted for by North America. In their everyday customer care operations, many large businesses are increasingly using chatbots. The major advantages that chatbots provide to businesses, such as lower operating costs, higher customer satisfaction, and increased operational efficiency, should be credited for the huge growth prospects of chatbots in numerous countries.The market's promising growth prospects can be ascribed to the many advantages it provides, including a decrease in operating expenses for businesses, an increase in customer happiness, and an increase in the effectiveness of business operations. Since North America is the primary centre for chatbot companies and where the majority of chatbot installations took place, this region accounts for the largest revenue share in the market.
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