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市场调查报告书
商品编码
1644294

对话系统-市场占有率分析、产业趋势与统计、成长预测（2025-2030 年）

Conversational Systems - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
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在 2025 年为 643.2 亿美元，预计到 2030 年将达到 1,672.4 亿美元，预测期内（2025-2030 年）的复合年增长率为 21.06%。

对话系统-市场-IMG1

对话式 AI 系统是一种能够理解语言并与客户进行口头或书面对话的智慧机器解决方案。这些系统旨在透过促进互动来改善客户体验。

关键亮点

  • 企业中大量资料的可用性和日益增加的资料相关复杂性预计将推动对话系统解决方案的市场需求。此外，对模仿人类大脑的人工智慧（AI）系统的需求是推动该行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推动对话系统的使用日益增加。聊天机器人等对话系统可用于多个最终用户垂直领域的多种用途。对于消费者来说，一个关键的应用是充当个人助理的对话系统。例如，Apple 的 Siri 为连网家庭和汽车提供了直觉的介面。
  • 对话式软体平台使组织能够简化和重组业务流程，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以有意义的互动进行互动并共同努力实现业务目标。
  • 此外，将人工智慧（AI）功能整合到对话系统中为全球对话系统市场提供了巨大的成长机会。预计各种因素都会阻碍市场扩张，包括对新兴市场缺乏了解以及这些系统对市场进入平台的依赖。此外，虚拟助理和聊天机器人的准确度较低预计会限制市场的成长。
  • 然而，疫情推动了先进技术的快速应用。此外，为了简化一些流程，各种新兴企业纷纷推出，新的解决方案也纷纷涌现，促进了市场成长率。例如，2023 年 12 月，Instabase 为其跨文檔推理功能推出了对话式 AI，使用户能够跨多个文件以自然语言提出问题，并在 Converse 中获得快速、准确的答案，而无需任何编码或资料科学专业知识。

对话式人工智慧市场趋势

人工智慧解决方案在客户服务中的应用日益广泛，将推动市场成长

  • 人工智慧（AI）驱动的客户支援服务可以帮助组织提高忠诚度、线上客户体验、主动帮助、品牌声誉甚至收益。自然语言处理（NLP）和对话工具的进步将推动市场成长。
  • 各种客服中心客服中心的重点都在于对话系统，因为它们使人工智慧能够自动化语音应用程式和讯息，实现电脑与人之间的互动。此外，这些系统能够理解不同语言的客户意图并相应地回答查询。全球越来越多的人透过基于人工智慧的解决方案（例如通讯平台和语音助理）与企业建立联繫。因此，基于人工智慧语音和通讯的平台正迅速成为新的互动媒介，取代传统的行动和网路应用程式。
  • 这一增长是由对人工智慧客户支援服务的需求激增所推动的。自动化服务为使用者提供完成日常任务所需的功能，预计在预测期内将大幅成长。
  • 企业正在受益于由人工智慧驱动的主动客户支援服务，这有助于改善忠诚度、线上客户体验、服务帮助、品牌声誉甚至产生收入等各个方面。预计市场成长将受到自然语言处理（包括 NLP 和对话工具）不断进步的推动。因此，由于 NLP 工具的采用增加以及 Web 服务和云端基础的应用程式的采用不断增加，市场机会预计会增加。

亚太地区可望成为成长最快的市场

  • 亚太地区成长的关键驱动力是技术供应商的大量存在以及主要产业越来越多地采用技术先进的机器人解决方案。该地区的参与企业正专注于开发创新解决方案，以在竞争中保持领先地位。
  • 该地区正在经历快速的工业化，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的零售和电子商务产业的成长，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。
  • 在 COVID-19 疫情期间，亚太地区对话系统市场实现了稳定成长。随着该地区新冠肺炎病例的增加以及主要经济体政府宣布实施封锁，各组织越来越多地采用聊天机器人来远端和在线处理患者有关药物和医生咨询的疑问。
  • 在不断增长的技术需求的推动下，该地区正在出现中型市场和大型企业，以提供更好的客户体验。 2024年2月，印度首个对话式人工智慧BharatGPT与Google Cloud合作推出。这项重要伙伴关係旨在透过人工智慧聊天机器人彻底改变客户互动，增强软体开发、创造性努力、领域专业知识和业务生产力。
  • 2024 年 8 月，亚马逊宣布在印度推出其人工智慧生成购物助手 Rufus 的测试版。 Rufus 接受了亚马逊产品目录和整个网路的资讯的培训，以回应客户询问、提供产品比较、提供客製化建议并促进产品发现。

对话式人工智慧产业概览

对话式人工智慧市场高度分散，主要参与者包括 IBM 公司、微软公司、谷歌有限责任公司（Alphabet Inc.）、亚马逊网路服务公司和 Nuance Communications Inc.市场参与企业正在采取联盟和收购等策略来加强其产品并获得可持续的竞争优势。

其他福利

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

目录

第 1 章 简介

  • 研究假设和市场定义
  • 研究范围

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
    • 购买者/消费者的议价能力
    • 供应商的议价能力
    • 替代品的威胁
    • 竞争对手之间的竞争强度
  • 宏观经济趋势对市场的影响

第五章 市场动态

  • 市场驱动因素
    • 在客户服务中越来越多地使用基于人工智慧的解决方案
  • 市场问题
    • 对话平台的准确性问题

第六章 市场细分

  • 依模态类型
    • 单一模式
    • 多模态
  • 按类型
    • 语音助理
    • 文字辅助
    • 其他的
  • 按部署
    • 本地
    • 云
  • 按公司规模
    • 中小型企业
    • 大型企业
  • 按最终用户产业
    • 资讯科技/通讯
    • BFSI
    • 政府
    • 零售
    • 能源动力
    • 其他行业（教育机构、旅行和旅游业、运输和物流）
  • 按地区
    • 北美洲
    • 欧洲
    • 亚洲
    • 澳洲和纽西兰
    • 拉丁美洲
    • 中东和非洲

第七章 竞争格局

  • 公司简介
    • IBM Corporation
    • Microsoft Corporation
    • Google LLC（Alphabet Inc.）
    • Amazon Web Services Inc.
    • Nuance Communications Inc.
    • Oracle Corporation
    • Kore.ai
    • LivePerson
    • SAP SE
    • Baidu

第八章投资分析

第九章：市场的未来

简介目录
Product Code: 70638

The Conversational Systems Market size is estimated at USD 64.32 billion in 2025, and is expected to reach USD 167.24 billion by 2030, at a CAGR of 21.06% during the forecast period (2025-2030).

Conversational Systems - Market - IMG1

Conversational AI 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 that acts 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 pandemic has bolstered the rapid adoption of advanced technologies. Further, to ease the several processes, various startups have been launched, and new solutions are also coming up, thereby contributing to the market growth rate. For instance, in December 2023, Instabase introduced its conversational AI for cross-document reasoning feature, which allows users to ask natural language questions across multiple documents and quickly receive accurate answers in Converse without any coding or data science expertise.

Conversational AI 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 includes NLP and dialog exchanging tools. As a result, the uptake of NLP tools is forecast to increase, which will lead to a rise in opportunities in the market, owing to the 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 February 2024, BharatGPT, India's first Conversational AI, was launched in collaboration with Google Cloud. This significant partnership aims to revolutionize customer interactions with AI chatbots and enhance software development, creative endeavours, domain expertise, and business productivity.
  • In August 2024, Amazon announced the beta launch of "Rufus," a generative AI-powered shopping assistant, in India. Rufus, trained on Amazon's product catalog and web-wide information, addresses customer inquiries, offers product comparisons, provides tailored recommendations, and facilitates product discovery-all within the familiar Amazon shopping experience.

Conversational AI Industry Overview

The conversational AI market is highly fragmented, with 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.

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 and Services
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Impact of Macroeconomic Trends 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
    • 6.6.4 Australia and New Zealand
    • 6.6.5 Latin America
    • 6.6.6 Middle East and Africa

7 COMPETITIVE LANDSCAPE

  • 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 Oracle Corporation
    • 7.1.7 Kore.ai
    • 7.1.8 LivePerson
    • 7.1.9 SAP SE
    • 7.1.10 Baidu

8 INVESTMENT ANALYSIS

9 FUTURE OF THE MARKET