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市场调查报告书
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1435887

对话系统：市场占有率分析、产业趋势与统计、成长预测（2024-2029）

Conversational Systems - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 100 Pages | 商品交期: 2-3个工作天内

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简介目录

对话系统市场规模预计到 2024 年为 531.3 亿美元，预计到 2029 年将达到 204.3 亿美元，预测期内（2024-2029 年）复合年增长率为 21.06%。

对话系统-市场

对话系统是智慧机器解决方案，可以理解语言并与客户进行口头或书面对话。这些系统旨在透过鼓励互动来改善客户体验。

主要亮点

  • 企业中大量资料的可用性和资料相关复杂性的增加预计将增加对会话系统解决方案的市场需求。此外，对模仿人脑的人工智慧（AI）系统的需求是推动产业发展的关键参数之一。
  • 深度神经网路、机器学习和其他人工智慧技术的进步正在增加对话系统的使用。聊天机器人等对话系统用于跨多个最终用户领域的各种应用程式。消费者的主要应用之一是作为个人助理的对话系统。它帮助消费者执行各种任务。例如，Apple 的 Siri 为连网家庭和汽车提供了直觉的介面。
  • 组织可以透过对话软体平台简化和重新构想业务流程，并透过情境感知智慧系统减少和自动化业务工作流程。这些平台使用户和系统能够进行有意义的互动并共同努力实现业务目标。
  • 此外，人工智慧（AI）功能与对话系统的集合成为全球对话系统市场提供了巨大的成长机会。预计有多种因素会阻碍市场扩张，包括缺乏对开发技术的了解以及对这些系统部署平台的依赖。此外，虚拟助理和聊天机器人缺乏准确性预计将限制市场成长。
  • 然而，COVID-19感染疾病推动了对话系统市场的发展。对清晰度的需求不断增加，导致消费者询问量大幅增加，给客服中心带来了额外的压力。因此，对话解决方案在客服中心的使用预计将加速。这些工具允许用户透过基于语音或文字的参与平台获取讯息，从而在冠状病毒爆发期间增加这些新通讯管道的使用。

对话系统市场趋势

更多地使用基于人工智慧的客户服务解决方案推动市场成长

  • 由人工智慧 (AI) 提供支援的客户支援服务可以帮助组织提高忠诚度、线上客户经验、主动帮助、品牌声誉，甚至收益。自然语言处理（NLP）和对话交换工具的进步将推动市场成长。
  • 各种客服中心都专注于客服中心系统，因为它们可以使用人工智慧来自动化支援语音的应用程式和讯息，以实现人机互动。此外，这些系统能够理解客户用不同语言的意图，并相应地回应查询。世界各地的许多人正在使用基于人工智慧的解决方案（例如通讯平台和基于语音的助理）来与企业建立联繫。因此，基于人工智慧语音的通讯平台正在迅速取代传统的行动和网路应用程序，成为新的互动式媒介。
  • 这一增长可归因于对人工智慧驱动的客户支援服务的需求激增。考虑到自动化服务预计将在预测期内显着增加，为使用者提供完成常规任务所需的功能。
  • 企业将受益于人工智慧提供的主动客户支援服务，这将有助于提高忠诚度、线上客户经验、服务协助、品牌声誉甚至产生收入等各个方面。自然语言处理（包括 NLP 和对话交换工具）的进步预计将刺激市场成长。因此，NLP 工具的普及预计会增加，由于网路服务和云端基础的应用程式的使用增加，从而带来市场成长机会。

亚太地区预计将成为成长最快的市场

  • 亚太地区成长的主要驱动力是技术供应商的大量存在以及在关键产业中越来越多地使用先进技术支援的机器人解决方案。该地区的这些公司专注于开发创新解决方案，以保持竞争激烈的市场形势。
  • 该地区正在快速工业化，增加了相关市场对聊天机器人的需求。中国、印度、印尼、越南、马来西亚、菲律宾、台湾和泰国等新兴经济体零售和电子商务行业的成长推动了零售商和电子商务企业主对聊天机器人的高需求和广泛采用。是。
  • 亚太地区对话系统市场在 COVID-19感染疾病期间经历了稳定成长。由于该地区 COVID- 感染疾病病例的增加以及该地区主要经济体政府宣布的封锁，各种组织正在实施聊天机器人。偏远地点的数量增加。
  • 由于技术需求不断增长，该地区出现了提供更好客户体验的大中型企业。 2022 年 6 月，全球 CPaaS 供应商之一 Tanla 和全球最大的企业对话式 AI 软体平台和解决方案公司之一 Kore.ai 宣布，将扩大在亚洲四个国家（印度、印尼、越南、菲律宾、阿联酋宣布签订合约。此次合作使企业和品牌能够使用基于高级对话人工智慧 (AI) 的自然语言处理 (NLP) 系统，为关键相关利益者的客户、合作伙伴和员工改善数位体验，代表着向前迈出的重要一步。

对话系统行业概况

对话系统市场高度分散，主要参与者包括 IBM 公司、微软公司、Google LLC (Alphabet Inc.)、Amazon Web Services, Inc. 和 Nuance Communications Inc.。市场参与者正在采取合作伙伴关係等策略。收购旨在增强我们的产品并获得永续的竞争优势。

2023 年 7 月，IBM watsonx 将能够满足企业业务需求，透过 watsonx，客户和合作伙伴可以专门针对不同的企业用例部署模型，或开发自己的模型。迄今为止，该平台已由来自电信业者到银行等各行各业的 150 多名用户参与测试和技术预览计画。

2022 年 12 月，全球最大的端到端数位 CX 解决方案客户经验(CX) 技术和服务创新者之一 TTEC Holdings, Inc. 宣布，TTEC 数位公司 VoiceFoundry 将併入 Amazon Web Services (AWS). 对话式人工智慧(AI) 能力。该奖项凸显了 VoiceFoundry 创建高品质、高效能聊天机器人、虚拟助理和互动式语音应答 (IVR) 系统的能力。

2022 年10 月，IBM 将发布三个新库，旨在帮助IBM 生态系统中的合作伙伴、客户和开发人员更轻鬆、快速且经济高效地建立和销售人工智慧驱动的产品。因此，我们扩展了我们的嵌入式人工智慧软体组合。该AI 库现已普遍可用，是与IBM 研究部门共同开发的，旨在为整个行业的独立软体供应商(ISV) 提供一种易于扩展的方式来构建自然语言处理、文本转语音和文本转语音功能。它的设计目的是。可整合到任何混合、多重云端环境中的应用程式中。

其他福利

  • Excel 格式的市场预测 (ME) 表
  • 3 个月分析师支持

目录

第一章简介

  • 研究假设和市场定义
  • 调查范围

第二章调查方法

第三章执行摘要

第四章市场洞察

  • 市场概况
  • 产业吸引力－波特五力分析
    • 新进入者的威胁
    • 买方议价能力
    • 供应商的议价能力
    • 替代产品的威胁
    • 竞争公司之间的敌意强度
  • COVID-19 对市场的影响

第五章市场动态

  • 市场驱动因素
    • 在客户服务中更多地使用基于人工智慧的解决方案
  • 市场挑战
    • 与对话平台相关的准确性问题

第六章市场区隔

  • 按医疗器材类型
    • 单一模式
    • 多模态
  • 按类型
    • 语音协助
    • 文字辅助
    • 其他类型
  • 按配置
    • 本地
    • 云
  • 按公司规模
    • 中小企业
    • 大公司
  • 最终用户产业
    • 资讯科技和通讯
    • BFSI
    • 政府
    • 零售
    • 能源和电力
    • 其他最终用户部门（教育机构、旅游/旅游、交通/物流）
  • 按地区
    • 北美洲
    • 欧洲
    • 亚太地区
    • 拉丁美洲
    • 中东和非洲

第七章 竞争讯息

  • 公司简介
    • IBM Corporation
    • Microsoft Corporation
    • Google LLC（Alphabet Inc.）
    • Amazon Web Services, Inc.
    • Nuance Communications Inc.
    • Drift.com, Inc.
    • Oracle Corporation
    • SAP SE
    • Boost.ai
    • Inbenta Technologies Inc.

第八章投资分析

第9章市场的未来

简介目录
Product Code: 70638

The Conversational Systems Market size is estimated at USD 53.13 billion in 2024, and is expected to reach USD 20.43 billion by 2029, growing at a CAGR of 21.06% during the forecast period (2024-2029).

Conversational Systems - Market

Conversational systems are intelligent machine solutions that understand language and conduct verbal or written customer conversations. These systems are aimed at improving the customer experience by boosting interaction.

Key Highlights

  • The availability of large amounts of data and increasing data-related complexities in enterprises are expected to drive the market demand for conversational system solutions. Further, the requirement of artificial intelligence (AI)-enabled systems to mimic human brains is one of the crucial parameters responsible for the development of the industry.
  • The usage of conversational systems is increasing because of deep neural networks, machine learning, and other advancements in AI technologies. Conversational systems like chatbots are used for various applications across several end-user verticals. One primary consumer-facing application is a conversational system as a personal assistant. It helps consumers accomplish various tasks; for instance, Apple's Siri offers an intuitive interface for connected homes or cars.
  • An organization can simplify and reimagine business processes through conversational software platforms and reduce and automate business workflows through context-aware intelligence systems. These platforms enable users and systems to have meaningful interactions and work in tandem to meet business objectives.
  • Furthermore, integrating artificial intelligence (AI) capabilities with conversational systems provides significant opportunities for growth in the global conversational systems market. Various factors, such as a lack of understanding of developing technologies and these systems' dependency on deployment platforms, are projected to hinder market expansion. Additionally, a lack of accuracy in virtual assistants and chatbots is expected to limit the market growth.
  • However, the COVID-19 pandemic boosted the conversational systems market. The growing need for clarification significantly increased consumer calls, imposing further strain on contact centers. As a result, the use of conversational solutions in contact centers is projected to accelerate. These tools enable users to obtain information via voice or text-based engagement platforms, resulting in increased usage of these novel communication channels during the coronavirus epidemic.

Conversational Systems Market Trends

Rising Usage of AI-based Solutions for Customer Services Drives the Market Growth

  • Artificial intelligence (AI)-powered customer support services assist organizations in increasing loyalty, online customer experience, preventive assistance, brand reputation, and even revenue growth. Natural language processing (NLP) and dialog-exchanging tool advances will drive market growth.
  • Various contact centers are emphasizing conversational systems because they enable contact centers to AI automate speech-enabled apps and messages for interactions between computers and humans. Additionally, these systems understand client intent in various languages and reply to their inquiries accordingly. Many people throughout the globe use AI-based solutions like messaging platforms and speech-based assistants to connect with businesses. As a result, AI speech-based, and messaging platforms are quickly supplanting traditional mobile and web apps as the new interactive medium for interactions.
  • The increase can be attributed to a surge in demand for AI powered customer support services. In view of the fact that, by providing users with a much required facility to complete their usual tasks, automation services are expected to increase significantly over the forecast period.
  • Businesses benefit from the proactive customer support services provided by AI that help improve various aspects, such as loyalty, online customer experience, service assistance, brand reputation and even revenue generation. The market growth is anticipated to be stimulated by growing advances in natural language processing, which includesNLP and dialogexchanging tools. As a result, the uptake of NLP tools is forecast to increase and thus lead to growth opportunities on the market due to increased use of Web services and cloud based applications.

Asia Pacific is Expected to be the Fastest Growing Market

  • The primary driver for the growth of the Asia-Pacific geographic segment is the significant presence of technology providers and the increasing usage of advanced technology-enabled bot solutions across major industries. These players in the region are focusing on developing innovative solutions to stay in the competitive market landscape.
  • The region is witnessing rapid industrialization, raising the need for chatbots in the market under consideration. The growing retail and e-commerce sector in emerging economies, including China, India, Indonesia, Vietnam, Malaysia, the Philippines, Taiwan, and Thailand, has accelerated the high demand for and widespread adoption of chatbots by retailers and e-commerce business owners.
  • The Asian-Pacific conversational systems market during the COVID-19 pandemic experienced steady growth. Due to increased COVID-19-infected patients in the region and the lockdown announced by the government of significant economies in the area, the deployments of chatbots by various organizations to handle the patients' queries related to their medication and consultation with doctors online from a remote location increased.
  • Owing to the increased technological need, the region is witnessing the emergence of medium and large enterprises to help provide a better customer experience. In June 2022, Tanla, one of the global CPaaS suppliers, and Kore.ai, one of the world's largest enterprise conversational AI software platform and solutions firms, announced an agreement in four Asian countries India, Indonesia, Vietnam, the Philippines, and UAE. This collaboration represents a significant step forward in providing enterprises and brands with the ability to improve the digital experiences of their key stakeholder's customers, partners, and employees, using a advanced conversational artificial intelligence (AI) based natural language processing (NLP) system.

Conversational Systems Industry Overview

The conversational systems market is highly fragmented with the presence of major players like IBM Corporation, Microsoft Corporation, Google LLC (Alphabet Inc.), Amazon Web Services, Inc., and Nuance Communications Inc. Players in the market are adopting strategies such as partnerships and acquisitions to enhance their offerings and gain sustainable competitive advantage.

In July 2023, IBM watsonx is available to help meet enterprises' AI for business needs, Watsonx allows clients and partners to specialize and deploy models for various enterprise use cases or build their own. To date, the platform has been shaped by more than 150 users across industries - from telco to banking participating in the beta and tech preview program

In December 2022, TTEC Holdings, Inc., one of the largest global customer experience (CX) technology and services innovators for end-to-end digital CX solutions, announced that VoiceFoundry, a TTEC Digital company, has earned the Amazon Web Services (AWS) Conversational Artificial Intelligence (AI) Competency. This award highlights VoiceFoundry's competence in creating high-quality, high-performance chatbots, virtual assistants, and interactive voice response (IVR) systems.

In October 2022, IBM expanded its embeddable AI software portfolio by releasing three new libraries designed to let IBM Ecosystem partners, customers, and developers build and market their AI-powered products more easily, rapidly, and cost-effectively. The AI libraries, now generally available, were developed in IBM Research and were designed to provide independent software vendors (ISVs) across industries with an easily scalable way to build natural language processing, speech-to-text, and text-to-speech capabilities into applications across any hybrid, multi-cloud environment.

Additional Benefits:

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

TABLE OF CONTENTS

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 Threat of New Entrants
    • 4.2.2 Bargaining Power of Buyers/Consumers
    • 4.2.3 Bargaining Power of Suppliers
    • 4.2.4 Threat of Substitute Products
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Impact of COVID-19 on the Market

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Rising Usage of AI-based Solutions for Customer Services
  • 5.2 Market Challenges
    • 5.2.1 Accuracy Problems Related to Conversational Platforms

6 MARKET SEGMENTATION

  • 6.1 By Modality Type
    • 6.1.1 Uni-Modal
    • 6.1.2 Multi-Modal
  • 6.2 By Type
    • 6.2.1 Voice Assisted
    • 6.2.2 Text Assisted
    • 6.2.3 Other Types
  • 6.3 By Deployment
    • 6.3.1 On-Premise
    • 6.3.2 Cloud
  • 6.4 By Enterprise Size
    • 6.4.1 Small & Medium Enterprises
    • 6.4.2 Large Enterprises
  • 6.5 By End-user Verticals
    • 6.5.1 IT & Telecommunication
    • 6.5.2 BFSI
    • 6.5.3 Government
    • 6.5.4 Retail
    • 6.5.5 Energy & Power
    • 6.5.6 Other End-User Verticals (Educational Institutions, Travel & Tourism, Transportation & Logistics)
  • 6.6 By Geography
    • 6.6.1 North America
    • 6.6.2 Europe
    • 6.6.3 Asia Pacific
    • 6.6.4 Latin America
    • 6.6.5 Middle East and Africa

7 COMPETITIVE INTELLIGENCE

  • 7.1 Company Profiles*
    • 7.1.1 IBM Corporation
    • 7.1.2 Microsoft Corporation
    • 7.1.3 Google LLC (Alphabet Inc.)
    • 7.1.4 Amazon Web Services, Inc.
    • 7.1.5 Nuance Communications Inc.
    • 7.1.6 Drift.com, Inc.
    • 7.1.7 Oracle Corporation
    • 7.1.8 SAP SE
    • 7.1.9 Boost.ai
    • 7.1.10 Inbenta Technologies Inc.

8 INVESTMENT ANALYSIS

9 FUTURE OF THE MARKET