2025-2029年全球客户服务人工智慧市场

全球人工智慧客户服务市场预计在 2024-2029 年预测期内将达到 244.134 亿美元，复合年增长率为 25.4%。

本报告对全球人工智慧客户服务市场进行了全面分析，包括市场规模和预测、趋势、成长要素和挑战，以及对约 25 家供应商的分析。

该报告对当前市场格局、最新趋势和驱动因素以及整体市场环境进行了最新分析，其驱动因素包括普遍存在的数据安全和隐私问题、高昂的实施成本以及与旧有系统的复杂整合、客户体验不佳的风险以及保持人性化服务。

本研究采用客观的方法，结合一手和二手讯息，包括来自主要行业相关人员的意见。报告包含全面的市场规模数据、区域細項分析、供应商格局以及对主要企业的分析。报告提供历史数据和预测数据。

该研究指出，生成式人工智慧在客户服务平台中的广泛应用是未来几年推动全球客户服务人工智慧市场成长的关键因素之一。此外，从简单的聊天机器人到自主人工智慧代理的演变，以及高度个人化和主动式客户参与的兴起，预计也将为市场带来巨大的需求。

目录

第一章执行摘要

第二章 Technavio 分析

• 价格回应性、生命週期、顾客购买篮子、采纳率和购买标准分析
• 投入与差异化因素的重要性
• 混淆来源
• 驱动因素和挑战的影响

第三章 市场情势

• 市场生态系统
• 市场特征
• 价值链分析

第四章 市场规模

• 市场定义
• 市场区隔分析
• 2024年市场规模
• 2024-2029年市场展望

第五章 市场规模表现

• 2019-2023年全球客户服务人工智慧市场
• 部署细分市场分析，2019-2023 年
• 应用细分市场分析，2019-2023 年
• 最终用户细分市场分析，2019-2023 年
• 区域细分市场分析，2019-2023年
• 国家细分市场分析，2019-2023年

第六章五力分析

• 五力分析概述
• 买方的议价能力
• 供应商的议价能力
• 新进入者的威胁
• 替代品的威胁
• 竞争威胁
• 市场状况

7. 依部署方式进行市场区隔

• 比较：依部署方式
• 基于云端的
• 本地部署
• 按部署方式分類的市场机会

第八章 按应用进行市场细分

• 比较：按应用
• 聊天机器人和虚拟助手
• 人工智慧代理
• 个性化建议
• 人工智慧驱动的票务系统
• 其他的
• 按应用分類的市场机会

9. 按最终用户分類的市场细分

• 比较：按最终用户
• 零售与电子商务
• BFSI
• 沟通
• 医疗保健和生命科学
• 其他的
• 按最终用户分類的市场机会

第十章 客户情况

第十一章 区域情势

• 区域细分
• 区域比较
• 北美洲
  • 美国
  • 加拿大
  • 墨西哥
• 欧洲
  • 德国
  • 英国
  • 法国
  • 义大利
  • 西班牙
  • 荷兰
• 亚太地区
  • 中国
  • 日本
  • 印度
  • 韩国
  • 澳洲
  • 印尼
• 中东和非洲
  • 沙乌地阿拉伯
  • 阿拉伯聯合大公国
  • 南非
  • 以色列
  • 土耳其
• 南美洲
  • 巴西
  • 阿根廷
  • 哥伦比亚
• 各区域的市场机会

第十二章：驱动因素、挑战与机会

• 市场驱动因素
• 市场挑战
• 驱动因素和挑战的影响
• 市场机会

第十三章 竞争格局

• 概述
• 竞争格局
• 令人困惑的局面
• 产业风险

第十四章 竞争分析

• 公司简介
• 企业排名指数
• 公司市场定位
• Ada Support Inc.
• Amazon Web Services Inc.
• Cognigy GmbH
• Drift.com Inc.
• Freshworks Inc.
• Google LLC
• HubSpot Inc.
• Intercom Inc.
• IBM Corp.
• Kustomer
• Microsoft Corp.
• OpenAI
• Salesforce Inc.
• Sprinklr Inc.
• Zendesk Inc.

第十五章附录

The global AI for customer service market is forecasted to grow by USD 24413.4 mn during 2024-2029, accelerating at a CAGR of 25.4% during the forecast period. The report on the global AI for customer service market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by pervasive data security and privacy concerns, high implementation costs and complex integration with legacy systems, risk of negative customer experience and maintaining human touch .

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market size data, segment with regional analysis and vendor landscape in addition to an analysis of the key companies. Reports have historic and forecast data.

Technavio's global AI for customer service market is segmented as below:

By Deployment

• Cloud-based
• On-premises

By Application

• Chatbot and virtual assistance
• AI agent
• Personalized recommendation
• AI driven ticketing system
• Others

By End-User

• Retail and e-commerce
• BFSI
• Telecommunication
• Healthcare and life sciences
• Others

Geography

• North America
  • US
  • Canada
  • Mexico
• Europe
  • Germany
  • UK
  • France
  • Italy
  • Spain
  • The Netherlands
• APAC
  • China
  • Japan
  • India
  • South Korea
  • Australia
  • Indonesia
• Middle East and Africa
  • UAE
  • South Africa
  • Turkey
• South America
  • Brazil
  • Argentina
  • Colombia
• Rest of World (ROW)

This study identifies the pervasive integration of generative AI into customer service platforms as one of the prime reasons driving the global AI for customer service market growth during the next few years. Also, evolution from simple chatbots to autonomous AI agents and rise of hyper-personalization and proactive customer engagement will lead to sizable demand in the market.

The report on the global AI for customer service market covers the following areas:

• Global AI for customer service market sizing
• Global AI for customer service market forecast
• Global AI for customer service market industry analysis

The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading global AI for customer service market vendors that include Ada Support Inc., Amazon Web Services Inc., Bitonic Technology Labs Inc., Chatfuel., Cognigy GmbH, Drift.com Inc., Forethought, Freshworks Inc., Google LLC, HubSpot Inc., Intercom Inc., IBM Corp., Kustomer, Microsoft Corp., OpenAI, Replicant Inc., Salesforce Inc., Sprinklr Inc., Tidio LLC, Zendesk Inc.. Also, the global AI for customer service market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Table of Contents

1 Executive Summary

• 1.1 Market overview
  • Executive Summary - Chart on Market Overview
  • Executive Summary - Data Table on Market Overview
  • Executive Summary - Chart on Global Market Characteristics
  • Executive Summary - Chart on Market by Geography
  • Executive Summary - Chart on Market Segmentation by Deployment
  • Executive Summary - Chart on Market Segmentation by Application
  • Executive Summary - Chart on Market Segmentation by End-user
  • Executive Summary - Chart on Incremental Growth
  • Executive Summary - Data Table on Incremental Growth
  • Executive Summary - Chart on Company Market Positioning

2 Technavio Analysis

• 2.1 Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
• 2.2 Criticality of inputs and Factors of differentiation
• 2.3 Factors of disruption
• 2.4 Impact of drivers and challenges

3 Market Landscape

• 3.1 Market ecosystem
• 3.2 Market characteristics
• 3.3 Value chain analysis

4 Market Sizing

• 4.1 Market definition
• 4.2 Market segment analysis
  • Market segments
• 4.3 Market size 2024
• 4.4 Market outlook: Forecast for 2024-2029

5 Historic Market Size

• 5.1 Global AI For Customer Service Market 2019 - 2023
  • Historic Market Size - Data Table on Global AI For Customer Service Market 2019 - 2023 ($ million)
• 5.2 Deployment segment analysis 2019 - 2023
  • Historic Market Size - Deployment Segment 2019 - 2023 ($ million)
• 5.3 Application segment analysis 2019 - 2023
  • Historic Market Size - Application Segment 2019 - 2023 ($ million)
• 5.4 End-user segment analysis 2019 - 2023
  • Historic Market Size - End-user Segment 2019 - 2023 ($ million)
• 5.5 Geography segment analysis 2019 - 2023
  • Historic Market Size - Geography Segment 2019 - 2023 ($ million)
• 5.6 Country segment analysis 2019 - 2023
  • Historic Market Size - Country Segment 2019 - 2023 ($ million)

6 Five Forces Analysis

• 6.1 Five forces summary
  • Five forces analysis - Comparison between 2024 and 2029
• 6.2 Bargaining power of buyers
  • Bargaining power of buyers - Impact of key factors 2024 and 2029
• 6.3 Bargaining power of suppliers
  • Bargaining power of suppliers - Impact of key factors in 2024 and 2029
• 6.4 Threat of new entrants
  • Threat of new entrants - Impact of key factors in 2024 and 2029
• 6.5 Threat of substitutes
  • Threat of substitutes - Impact of key factors in 2024 and 2029
• 6.6 Threat of rivalry
  • Threat of rivalry - Impact of key factors in 2024 and 2029
• 6.7 Market condition

7 Market Segmentation by Deployment

• 7.1 Market segments
• 7.2 Comparison by Deployment
• 7.3 Cloud-based - Market size and forecast 2024-2029
• 7.4 On-premises - Market size and forecast 2024-2029
• 7.5 Market opportunity by Deployment
  • Market opportunity by Deployment ($ million)

8 Market Segmentation by Application

• 8.1 Market segments
• 8.2 Comparison by Application
• 8.3 Chatbot and virtual assistance - Market size and forecast 2024-2029
• 8.4 AI agent - Market size and forecast 2024-2029
• 8.5 Personalized recommendation - Market size and forecast 2024-2029
• 8.6 AI driven ticketing system - Market size and forecast 2024-2029
• 8.7 Others - Market size and forecast 2024-2029
• 8.8 Market opportunity by Application
  • Market opportunity by Application ($ million)

9 Market Segmentation by End-user

• 9.1 Market segments
• 9.2 Comparison by End-user
• 9.3 Retail and e-commerce - Market size and forecast 2024-2029
• 9.4 BFSI - Market size and forecast 2024-2029
• 9.5 Telecommunication - Market size and forecast 2024-2029
• 9.6 Healthcare and life sciences - Market size and forecast 2024-2029
• 9.7 Others - Market size and forecast 2024-2029
• 9.8 Market opportunity by End-user
  • Market opportunity by End-user ($ million)

10 Customer Landscape

• 10.1 Customer landscape overview
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

11 Geographic Landscape

• 11.1 Geographic segmentation
• 11.2 Geographic comparison
• 11.3 North America - Market size and forecast 2024-2029
  • 11.3.1 US - Market size and forecast 2024-2029
  • 11.3.2 Canada - Market size and forecast 2024-2029
  • 11.3.3 Mexico - Market size and forecast 2024-2029
• 11.4 Europe - Market size and forecast 2024-2029
  • 11.4.1 Germany - Market size and forecast 2024-2029
  • 11.4.2 UK - Market size and forecast 2024-2029
  • 11.4.3 France - Market size and forecast 2024-2029
  • 11.4.4 Italy - Market size and forecast 2024-2029
  • 11.4.5 Spain - Market size and forecast 2024-2029
  • 11.4.6 The Netherlands - Market size and forecast 2024-2029
• 11.5 APAC - Market size and forecast 2024-2029
  • 11.5.1 China - Market size and forecast 2024-2029
  • 11.5.2 Japan - Market size and forecast 2024-2029
  • 11.5.3 India - Market size and forecast 2024-2029
  • 11.5.4 South Korea - Market size and forecast 2024-2029
  • 11.5.5 Australia - Market size and forecast 2024-2029
  • 11.5.6 Indonesia - Market size and forecast 2024-2029
• 11.6 Middle East and Africa - Market size and forecast 2024-2029
  • 11.6.1 Saudi Arabia - Market size and forecast 2024-2029
  • 11.6.2 UAE - Market size and forecast 2024-2029
  • 11.6.3 South Africa - Market size and forecast 2024-2029
  • 11.6.4 Israel - Market size and forecast 2024-2029
  • 11.6.5 Turkey - Market size and forecast 2024-2029
• 11.7 South America - Market size and forecast 2024-2029
  • 11.7.1 Brazil - Market size and forecast 2024-2029
  • 11.7.2 Argentina - Market size and forecast 2024-2029
  • 11.7.3 Colombia - Market size and forecast 2024-2029
• 11.8 Market opportunity by geography
  • Market opportunity by geography ($ million)
  • Data Tables on Market opportunity by geography ($ million)

12 Drivers, Challenges, and Opportunity

• 12.1 Market drivers
  • Pervasive data security and privacy concerns
  • High implementation costs and complex integration with legacy systems
  • Risk of negative customer experience and maintaining human touch
• 12.2 Market challenges
  • Surging demand for 24/7, omnichannel, and personalized customer experiences
  • Imperative for operational efficiency and cost reduction
  • Accelerated advancements in AI, particularly generative AI
• 12.3 Impact of drivers and challenges
  • Impact of drivers and challenges in 2024 and 2029
• 12.4 Market opportunities
  • Pervasive integration of generative AI into customer service platforms
  • Evolution from simple chatbots to autonomous AI agents
  • Rise of hyper-personalization and proactive customer engagement

13 Competitive Landscape

• 13.1 Overview
• 13.2 Competitive Landscape
  • Overview on criticality of inputs and factors of differentiation
• 13.3 Landscape disruption
  • Overview on factors of disruption
• 13.4 Industry risks
  • Impact of key risks on business

14 Competitive Analysis

• 14.1 Companies profiled
  • Companies covered
• 14.2 Company ranking index
  • Company ranking index
• 14.3 Market positioning of companies
  • Matrix on companies position and classification
• 14.4 Ada Support Inc.
  • Ada Support Inc. - Overview
  • Ada Support Inc. - Product / Service
  • Ada Support Inc. - Key offerings
  • SWOT
• 14.5 Amazon Web Services Inc.
  • Amazon Web Services Inc. - Overview
  • Amazon Web Services Inc. - Product / Service
  • Amazon Web Services Inc. - Key news
  • Amazon Web Services Inc. - Key offerings
  • SWOT
• 14.6 Cognigy GmbH
  • Cognigy GmbH - Overview
  • Cognigy GmbH - Product / Service
  • Cognigy GmbH - Key offerings
  • SWOT
• 14.7 Drift.com Inc.
  • Drift.com Inc. - Overview
  • Drift.com Inc. - Product / Service
  • Drift.com Inc. - Key offerings
  • SWOT
• 14.8 Freshworks Inc.
  • Freshworks Inc. - Overview
  • Freshworks Inc. - Product / Service
  • Freshworks Inc. - Key offerings
  • SWOT
• 14.9 Google LLC
  • Google LLC - Overview
  • Google LLC - Product / Service
  • Google LLC - Key offerings
  • SWOT
• 14.10 HubSpot Inc.
  • HubSpot Inc. - Overview
  • HubSpot Inc. - Product / Service
  • HubSpot Inc. - Key offerings
  • SWOT
• 14.11 Intercom Inc.
  • Intercom Inc. - Overview
  • Intercom Inc. - Product / Service
  • Intercom Inc. - Key offerings
  • SWOT
• 14.12 IBM Corp.
  • IBM Corp. - Overview
  • IBM Corp. - Business segments
  • IBM Corp. - Key news
  • IBM Corp. - Key offerings
  • IBM Corp. - Segment focus
  • SWOT
• 14.13 Kustomer
  • Kustomer - Overview
  • Kustomer - Product / Service
  • Kustomer - Key offerings
  • SWOT
• 14.14 Microsoft Corp.
  • Microsoft Corp. - Overview
  • Microsoft Corp. - Business segments
  • Microsoft Corp. - Key news
  • Microsoft Corp. - Key offerings
  • Microsoft Corp. - Segment focus
  • SWOT
• 14.15 OpenAI
  • OpenAI - Overview
  • OpenAI - Product / Service
  • OpenAI - Key offerings
  • SWOT
• 14.16 Salesforce Inc.
  • Salesforce Inc. - Overview
  • Salesforce Inc. - Product / Service
  • Salesforce Inc. - Key news
  • Salesforce Inc. - Key offerings
  • SWOT
• 14.17 Sprinklr Inc.
  • Sprinklr Inc. - Overview
  • Sprinklr Inc. - Product / Service
  • Sprinklr Inc. - Key offerings
  • SWOT
• 14.18 Zendesk Inc.
  • Zendesk Inc. - Overview
  • Zendesk Inc. - Product / Service
  • Zendesk Inc. - Key offerings
  • SWOT

15 Appendix

• 15.1 Scope of the report
  • Market definition
  • Objectives
  • Notes and caveats
• 15.2 Inclusions and exclusions checklist
  • Inclusions checklist
  • Exclusions checklist
• 15.3 Currency conversion rates for US$
  • Currency conversion rates for US$
• 15.4 Research methodology
  • Research methodology
• 15.5 Data procurement
  • Information sources
• 15.6 Data validation
  • Data validation
• 15.7 Validation techniques employed for market sizing
  • Validation techniques employed for market sizing
• 15.8 Data synthesis
  • Data synthesis
• 15.9 360 degree market analysis
  • 360 degree market analysis
• 15.10 List of abbreviations
  • List of abbreviations