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市场调查报告书
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1630209

机器人服务 -市场占有率分析、产业趋势/统计、成长预测（2025-2030）

Bot Services - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
出版日期: | 出版商: Mordor Intelligence | 英文 120 Pages | 商品交期: 2-3个工作天内

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简介目录

机器人服务市场预计在预测期内复合年增长率为 20.5%

机器人服务-市场-IMG1

主要亮点

  • COVID-19 危机迫使企业遵守严格的要求，确保员工和客户的持续安全。对远距工作的需求标誌着传统职场的转变，使其成为新常态。
  • 随着机器人在各个行业的应用，它们正在获得巨大的吸引力和接受度。随着多个行业转向全通路平台以更好地优化业务、利用增强的客户洞察并专注于改善客户体验，预计市场中机器人的范围将会扩大。
  • 受访市场的主要目标产业之一是零售业。像亚马逊这样的各种公司正在大力投资开发用于零售的机器人，以更好地了解客户行为并提高向零售商进行交叉销售和提升销售的准确性。这些机器人还有助于了解客户行为和购买模式，为企业提供最佳的客户分析，以便他们能够留住客户并提供更好的产品和服务。
  • 此外，通讯应用程式机器人是整合到各种通讯应用程式中的最常见和最重要的聊天机器人类型，允许企业与大型客户群建立联繫，而无需从头开始开发成熟的应用程式您可以从已建构的平台将它们部署到：通讯应用程式机器人包括 Botsify、Tidio、Aivo 和 Pandorabots，它们使用自然语言处理 (NLP) 来帮助您为网站建立和配置多个聊天机器人，而无需编码。在研究期间，通讯机器人日益占据主导地位正在推动市场发展。
  • 聊天机器人可能需要更多知识才能整合到系统中并提供相关内容。缺乏意识和整合复杂性可能会阻碍市场的发展。然而，这些聊天机器人有权解决基本问题。一项研究表明，68% 的客户喜欢聊天机器人，因为它们可以快速回答问题，从而减少联繫客户支援所需的时间。公司正在投资增强各种语言的机器人体验。
  • COVID-19 严重影响了世界各地人们的生活和生存方式。管理客户咨询和维护满意度指标以满足客户的紧急需求需要个人和客户服务团队付出大量努力。因此，机器人已成为与客户互动并回答他们的问题的好方法。此外，减少人为错误可以提高准确性，从而增加市场对机器人服务的需求，并且预计在未来几年将持续下去。

机器人服务市场趋势

聊天机器人预计将大幅成长

  • 聊天机器人可以帮助企业将网站访客转换为付费客户。它在寻求一种简单的解决方案来增强客户服务并提供丰富的客户体验而无需增加额外员工的企业中越来越受欢迎。透过提供一种无需人工干预的便捷方式来帮助客户，聊天机器人可以帮助企业降低成本，从而增加对机器人服务的需求。
  • 使用机器人框架建立的聊天机器人可以提供更高级的功能，例如货运追踪、产品规格查询、申诉、付款等。根据 clickz.com 在美国进行的一项研究，客户使用聊天机器人服务的首要查询类型是运输追踪（52%），其次是订单资讯（44%）和付款（35%）。
  • 大公司常常面临超负荷的任务，例如下订单、索取有关产品和服务的资讯以及付款供应费用。企业级聊天机器人可以轻鬆处理这些B2B业务，而与聊天机器人整合的B2B系统可以进一步减少工作量。聊天机器人透过将所有内容重新导向到即时通讯平台来自动执行所有这些业务。在人工智慧 (AI) 和 NLP 的支援下，聊天机器人可以回答您有关产品、申请、付款等的所有问题。
  • 随着大众在日常生活中越来越多地使用聊天机器人、WhatsApp 和即时聊天，地方政府在满足客户需求和重新考虑其服务产品方面可以发挥重要作用。例如，印度铁路和班加罗尔地铁越来越多地使用聊天机器人来回答用户询问并接受预订。任何人都可以透过将该号码添加到 WhatsApp 联络人并发送讯息说「你好」来访问它。
  • 此外，市场在许可操作中越来越多地采用聊天机器人。例如，驾驶员和车辆执照管理局 (DVLA) 已将聊天机器人整合到其网路聊天管道中，以便为数百万客户提供更有效率的自助服务。 DVLA 是一个由运输部资助的政府机构。 DVLA客服中心拥有 1,200 多名员工，是英国最大的单一站点客服中心。
  • 同样，印度政府和运输部推出了WhatsApp 聊天机器人，作为公民取得驾驶执照、所得税证明和泛卡等官方文件的一站式解决方案。

预计北美地区将出现显着成长

  • 该地区正在电子商务聊天机器人、医疗聊天机器人和金融聊天机器人方面进行大量投资和创新。市场正在推动人工智慧聊天机器人、语音辨识聊天机器人技术的发展，以及各种希望透过聊天机器人增强该地区客户服务的供应商。
  • 企业利用聊天机器人不仅用于消费者支持，也用于内部功能。对功能手机的需求不断增长以及尖端自然语言处理和人工智慧技术的采用是推动机器人服务市场的两个因素。该地区正在因都市化、数位化和机器人服务而彻底变革。此外，正在努力实现全球环境标准化。
  • 伙伴关係正在推动该地区发展，而人工智慧聊天机器人创新带来了更大的市场投资。例如，Sprinklr 与杜拜物流和运输供应商 Aramex 合作，在 Sprinklr Modern Care 中使用人工智慧聊天机器人，以提高数位客户服务的效率和规模。透过与 Sprinklr Modern Care 连接，客服人员可以透过聊天机器人介面快速进入和退出与客户的对话，以 24/7 快速解决请求。
  • 由于 COVID-19 的爆发，该地区的多个城市推出了聊天机器人来协助居民并提供 24/7 服务。此外，许多互动都是基于语音并透过电话网路进行的。市场上的通讯供应商正在利用这些机会透过语音和电话存取聊天机器人来扩展业务。例如，着名的通讯软体、对话式人工智慧和客户体验应用程式开发商 Interactive Media 宣布推出 PhoneMyBot。此云端解决方案提供对聊天机器人的语音和电话存取。

机器人服务业概况

全球机器人服务市场的竞争是温和的。产品研究、研发、联盟和收购是市场参与者为维持激烈竞争所采取的主要成长策略。该领域的主要发展包括：

2022年12月，出行与智慧驾驶技术公司华人运通与黑莓有限公司合作，在其新型HiPhi Z发射载具的自动驾驶控制器和智慧数位驾驶座控制器中采用QNX技术。车辆搭载AI语音助理HiPhi Bot，可聆听驾驶指示，多方面改善驾驶和乘客体验。

2022 年 11 月，巴西通讯业者Embratel 宣布推出智慧机器人解决方案，其中包括人工智慧和机器学习 (ML)，以增强企业客户服务。该软体提供了多个使用者互动元素，并有效率、透明地再现人工协助。

其他好处

  • 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
    • 供应商的议价能力
    • 消费者议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争公司之间敌对关係的强度
  • COVID-19 市场影响评估

第五章市场动态

  • 市场驱动因素
    • 通讯应用程式的兴起
    • 对消费者分析的需求不断增长
    • 聊天机器人预计将大幅成长
  • 市场限制
    • 缺乏整合意识且复杂

第六章 市场细分

  • 按介绍管道
    • 网站
    • 行动应用程式
    • 社群媒体
    • 顾客关怀服务
  • 依产品类型
    • 语音助理
    • 聊天机器人
    • 智慧音箱
    • 自然语言处理
  • 按最终用户
    • 零售
    • BFSI
    • 医疗保健
    • 资讯科技/通讯
    • 旅游/酒店业
    • 其他的
  • 按地区
    • 北美洲
    • 欧洲
    • 亚太地区
    • 拉丁美洲
    • 中东/非洲

第七章 竞争格局

  • 公司简介
    • Oracle Corporation
    • Google（Alphabet Inc.）
    • Amazon Web Services Inc.
    • Microsoft Corporation
    • IBM Corporation
    • Nuance Communications Inc.
    • CogniCor Technologies
    • Amplify.ai
    • Creative Virtual
    • Facebook Inc.

第八章投资分析

第九章 市场机会及未来趋势

简介目录
Product Code: 62380

The Bot Services Market is expected to register a CAGR of 20.5% during the forecast period.

Bot Services - Market - IMG1

Key Highlights

  • The COVID-19 crisis forced businesses to adhere to strict requirements and ensure the ongoing safety of their employees and customers. There was a noticeable move away from the traditional workplace due to the need for remote work, which became the new norm.
  • Bots are finding considerable traction and acceptance, as they have applications in various industries. Several industries are shifting toward omnichannel platforms to optimize operations better, leverage enhanced customer insights, and increase focus on enhanced customer experience, which is expected to increase the scope of bots in the market.
  • One of the primary target industries of the market studied is the retail sector. Various companies such as Amazon have invested significantly and developed bots utilized in retail to better understand customer behavior and cross-sell or upsell with increased precision to cater to the retail sector. These bots also help understand customer behavior and purchasing patterns and provide the company with the best customer analytics so that enterprises try to retain their customers and offer better products and services.
  • Further, messaging app bots, the most common and significant type of chatbot integrated into different messaging apps, allow enterprises to deploy these from already-built platforms to connect with a large customer base without developing a full-fledged application from scratch. Some messaging app bots are Botsify, Tidio, Aivo, Pandorabots, and many other that helps to create and configure multiple chatbots for the website without coding using natural language processing (NLP). The rising domination of messenger bots drives the market over the study period.
  • The chatbot would need more knowledge to integrate into the system and serve relevant content. The lack of awareness and integration complexities could restrain the market. However, these chatbots are empowered to address fundamental questions. According to a survey, 68% of customers like chatbots because they quickly answer their inquiries, reducing the waiting time to contact customer support. Companies are investing in enhancing the bot experience in various languages.
  • People's life and means of survival were severely affected by COVID-19 worldwide. It took a lot of work for individuals and customer service teams to manage client queries and maintain satisfaction metrics to meet the customers' urgent needs. Thus, bots have become an excellent way to interact with customers and respond to their questions. Additionally, reducing human error improves accuracy, which increases demand for bot services in the market and is expected to continue over the coming years.

Bot Services Market Trends

Chat bots Expected to Witness Significant Growth

  • Chatbots can assist businesses in turning website visitors into paying clients. They are growing in popularity among companies looking for an easy solution to boost customer service and provide a well-rounded client experience without adding extra employees. By providing a handy way to assist clients without involving a human, chatbots help businesses save money, thereby increasing the demand for bot services.
  • Chatbots built using the bot frameworks can offer more advanced features like shipment tracking, inquiries about product specifics, Complaints, payment, etc. According to the survey conducted by clickz.com in the USA for the type of inquiry customers use chatbot services, shipment tracking stood at the top with 52%, followed by order information with 44%, and payment at 35%.
  • Large businesses are frequently overburdened with tasks such as placing orders, requesting information about products and services, and making payments for supplies. Enterprise-grade chatbots can readily handle these B2B operations, and the chatbot-integrated B2B systems can further reduce the workload. The chatbots automate all these operations by reorienting everything to the Instant Messaging Platform. Chatbots equipped with artificial intelligence (AI) and NLP can answer all questions about products, invoicing, payments, and more.
  • As the public increasingly uses chatbots, WhatsApp, and live chat in their daily lives, the local government plays a significant role in catching up and revising its service offerings to meet customer needs. For instance, The Indian Railways, Bangalore Metro Rail Corp Ltd., etc., are increasingly using chatbots to answer user queries and even accept bookings. Anyone can access it by adding the number as a WhatsApp contact and sending the message hi.
  • In addition, the market is witnessing an increased adoption of chatbots in the licensing business. For instance, the driver and vehicle licensing agency (DVLA) incorporated a chatbot into its webchat channel to provide more efficient self-service to millions of customers. The DVLA is a government agency funded by the Department of Transport. With over 1,200 employees, the DVLA contact center is the largest single-site contact center in the UK.
  • Similarly, the Government of India and the transportation department launched a WhatsApp chatbot, which would become a one-stop solution to access official documents like driver's licenses, income tax certificates, and pan cards for its citizens.

North America Expected to Witness Significant Growth

  • The region is witnessing significant investments and innovations for e-commerce chatbots, healthcare chatbots, and financial chatbots. The market is driving toward AI chatbots, voice recognition chatbots technology, and various vendors aimed towards customer service enhancement in the region with chatbots.
  • Enterprises do utilize chatbots for internal functions as well as consumer support. Growing demand for feature phones and the incorporation of cutting-edge NLP and AI technology are two factors driving the market for bot services. The region has revolutionized due to urbanization, digitization, and bot services. Additionally, efforts are being undertaken to standardize the environment globally.
  • Partnerships drive the region, and AI chatbot innovations further create significant market investments. For instance, Sprinklr partnered with Aramex, the Dubai-based logistics and transportation provider, to use AI chatbots on Sprinklr Modern Care to improve its digital customer service efficiency and scale. Agents will quickly enter and exit customer conversations through the chatbot interface, quickly resolving requests 24/7 by connecting with Sprinklr Modern Care.
  • With the outbreak of COVID-19, several cities in the region launched chatbots to help residents and provide 24/7 service. Further, many interactions are voice-based, coming in from the telephone network. Market telecom vendors are leveraging these opportunities and expanding their business with voice and telephony access to chatbots. For instance, Interactive Media, a prominent developer of telecommunications software, Conversational AI, and customer experience applications, announced the accessibility of PhoneMyBot. The cloud solution gives chatbots voice and telephony access.

Bot Services Industry Overview

The global bot services market is moderately competitive. Product launches, high expenses on research and development, partnerships, and acquisitions are the prime growth strategies adopted by the companies in the market to sustain the intense competition. Some of the key developments in the area are:-

In December 2022, Human Horizons, a mobility and intelligent driving technology company, partnered with BlackBerry Limited for QNX technology to power the autonomous driving controller and smart digital cockpit controller for the new launch vehicle "HiPhi Z." This vehicle is equipped with AI voice assistant, the HiPhi Bot, which can enhance multiple aspects of the driving and passenger experience by listening to driver commands.

In November 2022, Brazilian Operator Embratel launched a smart Bot solution that includes AI and machine learning (ML) to enhance corporate customer services. The software offers some elements that interact with users, efficiently and transparently replicating human assistance.

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

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Rising Domination of Messenger Applications
    • 5.1.2 Increasing Demand for Consumer Analytics
    • 5.1.3 Chat bots Expected to Witness Significant Growth
  • 5.2 Market Restrains
    • 5.2.1 Lack of Awareness and Integration Complexities

6 MARKET SEGMENTATION

  • 6.1 By Deployment Channel
    • 6.1.1 Website
    • 6.1.2 Mobile Application
    • 6.1.3 Social Media
    • 6.1.4 Customer Care Service
  • 6.2 By Product Type
    • 6.2.1 Voice Assistant
    • 6.2.2 Chat Bots
    • 6.2.3 Smart Speakers
    • 6.2.4 Natural Language Processing
  • 6.3 By End-User
    • 6.3.1 Retail
    • 6.3.2 BFSI
    • 6.3.3 Healthcare
    • 6.3.4 IT and Telecom
    • 6.3.5 Travel and Hospitality
    • 6.3.6 Other End-User Industries
  • 6.4 By Geography
    • 6.4.1 North America
    • 6.4.2 Europe
    • 6.4.3 Asia Pacific
    • 6.4.4 Latin America
    • 6.4.5 Middle East and Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Oracle Corporation
    • 7.1.2 Google (Alphabet Inc.)
    • 7.1.3 Amazon Web Services Inc.
    • 7.1.4 Microsoft Corporation
    • 7.1.5 IBM Corporation
    • 7.1.6 Nuance Communications Inc.
    • 7.1.7 CogniCor Technologies
    • 7.1.8 Amplify.ai
    • 7.1.9 Creative Virtual
    • 7.1.10 Facebook Inc.

8 INVESTMENT ANALYSIS

9 MARKET OPPORTUNITIES AND FUTURE TRENDS