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市场调查报告书
商品编码
1644480

北美和欧洲的聊天机器人：市场占有率分析、行业趋势和统计、成长预测（2025-2030 年）

North America and Europe Chatbot - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
出版日期: | 出版商: Mordor Intelligence | 英文 183 Pages | 商品交期: 2-3个工作天内

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简介目录

北美和欧洲聊天机器人市场规模预计在 2025 年为 84.9 亿美元，预计到 2030 年将达到 375.4 亿美元，预测期内（2025-2030 年）的复合年增长率为 34.61%。

北美和欧洲聊天机器人市场-IMG1

企业总是在寻找机会与客户建立联繫并确保积极的沟通。随着开发更出色的通讯平台的需求日益增加，对话式聊天机器人正成为企业的首要任务。在疫情期间，许多企业选择采用聊天机器人来实现客户服务的自动化。

主要亮点

  • 投资聊天机器人等自动化解决方案可以帮助企业增强客户服务。随着通讯应用程式的使用越来越广泛，将聊天机器人整合到通讯应用程式中可以透过客户喜欢的应用程式与客户联繫，从而提供更好的用户体验，从而提供高投资收益。
  • 聊天机器人还可以进行消费者分析。透过了解客户行为，公司可以改变其销售、行销和产品开发策略，以促进客户获取、提高客户满意度并持续发展业务。聊天机器人可以轻鬆地与社交媒体平台和网站集成，适用于任何规模的企业和行业，包括 BFSI、零售、医疗保健、酒店等。
  • 随着通讯应用程式的使用越来越多，将聊天机器人整合到通讯应用程式中可以改善用户体验，并透过客户喜欢的应用程式与客户联繫，从而提供更高的投资收益。此外，通讯应用程式可以储存用户的聊天记录以供将来使用，使聊天机器人能够个性化用户体验并获得有关用户的可操作见解。
  • 许多企业在理解需求和如何使用聊天机器人方面仍然面临问题。这是因为人们对所提供的好处以及使用聊天机器人来提高客户满意度和实现消费者分析的必要性认识不足。
  • 在 COVID-19 疫情期间，各个组织越来越多地部署聊天机器人来回应客户的查询和其他相关资讯。由于各州/国家实施的封锁，各种组织都采用了远端工作，由于客户服务员工数量极少，该公司严重依赖聊天机器人来减轻客户查询的负担。

北美和欧洲的聊天机器人市场趋势

通讯应用的流行正在推动市场

  • 通讯应用程式上的聊天机器人使组织和品牌能够在人们已经花费大量时间的平台上与人们进行大规模的个人互动。此外，聊天机器人可以透过 API 连接到各种资料来源，以按需提供资讯和服务。鑑于聊天机器人具有改善客户体验的潜力，企业正在投资它们作为与消费者互动的新方式。
  • 凭藉其在合理程度上模仿人类的能力，聊天机器人可以帮助品牌更有效地在这些不断发展的通讯平台上吸引消费者。
  • 随着通讯应用程式的使用越来越多，将聊天机器人整合到通讯应用程式中可以改善用户体验，并透过客户喜欢的应用程式与客户联繫，从而提供更高的投资收益。聊天机器人上提出的大多数查询都是常规查询，可以使用人工智慧聊天机器人来回答，例如退货政策、订单历史记录等。在某些情况下，品牌还可以使用通讯来共用有关产品的讯息，以帮助客户发现过程。
  • 此外，通讯应用程式可以储存用户的聊天记录以供将来使用，使聊天机器人能够个性化用户体验并获得有关用户的可操作见解。因此，由于易于整合和高回报，预计预测期内聊天机器人在通讯应用程式上的使用量将会增加。

预计义大利的聊天机器人将快速成长

  • 在义大利，零售、医疗保健、银行、通讯和公共产业等面向客户的众多行业越来越多地使用聊天机器人来降低成本并提高业务效率，从而刺激了大量创新和资金筹措活动。
  • 中国对医疗保健和酒店业的需求正在增加，考虑到疫情后的旅游形势，市场上的聊天机器人创新将进一步增加。例如，2021 年 2 月，Hotelway 为义大利客户推出了一款饭店聊天机器人。一旦义大利恢復旅游，该公司就准备利用 Hotelway 聊天机器人来满足客人的需求，从而抓住市场机会。
  • 市场供应商正积极在各个平台上为义大利客户推出聊天机器人。例如，2021 年 2 月，Read It 宣布发布其聊天机器人的义大利语版本。这个聊天机器人会询问五个不同的提示问题，可以透过网页浏览器和 Telegram 通讯服务应用程式存取。这款聊天机器人是由日本开放大学 (KMi) 的 Alessio Antonini 博士与英语与创新写作系 (OU) 的同事合作创建的。
  • 同样，2021年3月，一款名为AIDA的新聊天机器人在义大利推出，针对1型和2型糖尿病患者及其家人。 H-Novo Pharm Nordisk 聊天机器人旨在提供具体的治疗和讯息，但不会取代转诊医生。
  • 在预测期内，该国医疗保健和博物馆领域采用聊天机器人的情况将会增加。此外，市场供应商正在为 iOS 和 Android 设计聊天机器人。例如，2021 年 2 月，义大利数位健康科技Start-UpsPatchAi 和医疗保健提供者罗氏推出了一款虚拟助手，以与癌症患者互动并改善他们的照护。 PatchAi 智慧健康伴侣 (SHC) 是一款适用于 iOS 和 Android 的行动应用程式。它包括一个聊天机器人，鼓励适当的自我护理并收集相关医疗记录，供医生在继续治疗癌症患者时参考。
  • 该国对人工智慧聊天机器人的需求日益增长；这些自动化客户服务聊天机器人可以发起对话并提供提案。因此，客户请求将变得越来越个人化，而人工智慧聊天机器人将能够挖掘有关个人客户的资料，以创造更真实的客户体验，从而有可能提高客户维繫。

北美和欧洲聊天机器人产业概况

北美和欧洲的聊天机器人市场高度分散且竞争激烈。该行业由人工智慧市场上几家大型老字型大小企业以及针对较小客户运营的小型、中型和本地公司组成。

  • 2021 年 2 月—Personetics 从华平投资获得 7,500 万美元投资，以加速向全球金融机构推出其由人工智慧主导的个人化和参与解决方案。
  • 2021 年 1 月—微软提交了一项专利，提出了将人类以数位方式重新想像为聊天机器人的有趣可能性。 Ubergizmo 发现的一项微软专利提出了根据特定人的输出创建聊天机器人的可能性，而不是使用传统方法透过广泛用户的对话和材料来训练聊天机器人。

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
    • 供应商的议价能力
    • 买家的议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争对手之间的竞争强度
  • 聊天机器人的历史与演变

第五章 市场动态

  • 市场驱动因素
    • 通讯应用的兴起
    • 消费者分析需求不断成长
  • 市场挑战
    • 缺乏意识和整合复杂性
  • 主要趋势和机会
  • 选择聊天机器人平台的通用标准
  • 成本分析
  • COVID-19 对市场的影响

第六章 市场细分

  • 按公司规模
    • 中小型企业
    • 大型企业
  • 按最终用户产业
    • 零售
    • BFSI
    • 卫生保健
    • 资讯科技/通讯
    • 旅游与饭店
    • 其他最终用户产业
  • 按国家划分 - 北美
    • 美国
    • 加拿大
  • 按国家 - 欧洲
    • 英国
    • 德国
    • 义大利
    • 法国
    • 其他欧洲国家

第七章 竞争格局

  • 公司简介
    • Amplify.ai
    • Intercom
    • Personetics
    • Chatfuel
    • Conversable
    • Google
    • Gubshup
    • IBM Corporation
    • ManyChat
    • Microsoft Corporation
    • Nuance Communications Inc
    • Octane.ai
    • Pandorabots
    • Pypestream
    • Creative Virtual LTD
    • Reply.ai
    • Mindmeld
    • Ibenta
    • Meya.ai
    • CM.com
    • FlowXO
    • Rasa NLU
    • Cognigy

第八章投资分析

第九章：市场的未来

简介目录
Product Code: 72348

The North America and Europe Chatbot Market size is estimated at USD 8.49 billion in 2025, and is expected to reach USD 37.54 billion by 2030, at a CAGR of 34.61% during the forecast period (2025-2030).

North America and Europe Chatbot - Market - IMG1

Businesses are constantly seeking opportunities to connect with customers and ensure positive communication. Conversational chatbots are becoming companies' priority with the increasing need to develop more prominent communication platforms. During the pandemic, many enterprises opted for chatbot implementation to automate customer service.

Key Highlights

  • Investing in automation solutions such as chatbots enables organizations to enhance customer service. Due to the rising use of messenger applications, the integration of chatbots into them has yielded a higher return on investment as approaching the customers on their preferred application improves user experience.
  • Chatbot also allows organizations with consumer analytics. Insight into customers' behaviors can help businesses make changes to their sales, marketing, and product development strategies to boost customer acquisition, improve customer satisfaction, and continue growing the business. Chatbots can easily be integrated with social media platforms and websites for various industries, like BFSI, retail, healthcare, hospitality, etc., irrespective of the size of the enterprise.
  • Due to the rising use of messenger applications, integration of chatbots into them yield a higher return on investment as approaching the customers on their preferred application improves user experience. Moreover, messenger applications allow chatbots to save the user's chat history for future purposes that enable chatbots to personalize the user experience and gain actionable insights about the user.
  • Many enterprises still face troubles in understanding the need and method to use a chatbot. Low awareness regarding the benefits provided and the need for chatbots to enhance customer satisfaction and achieve consumer analytics are the reason for the same.
  • During the outbreak of the COVID-19 pandemic, the chatbot has been increasingly deployed by various organizations to respond to customer queries and other related information. As different organization has adopted remote working due to the lockdown imposed in states/countries, the company are heavily dependent on chatbots to reduce the burden of customer query due to the minimal availability of customer service employees.

North America and Europe Chatbot Market Trends

Increasing Domination of Messenger Application is Driving the Market

  • Chatbots on messaging apps allow organizations and brands to personally engage at a high scale with people on the platforms where they're already spending a lot of time. Moreover, chatbots can be connected to a variety of data sources via APIs to deliver information and services on demand. The potential for chatbots to improve customer experiences has companies investing in them as a new way of interacting with consumers.
  • Chatbots with the ability to reasonably mimic humans allow brands to engage consumers more efficiently on these growing messaging platforms.
  • Due to the rising use of messenger applications, integration of chatbots into them yield a higher return on investment as approaching the customers on their preferred application improves user experience. Most inquiries conducted on chatbots are routine ones like return policy, order history, etc. that can be answered using A.I.-powered chatbots. In some cases, brands can also use messaging to share information about products and help customers with the discovery process.
  • Moreover, messenger applications allow chatbots to save the user chat history for future purposes that enable chatbots to personalize the user experience and gain actionable insights about the user. Thus, due to easy integration and higher returns, usage of chatbots over messenger applications is expected to increase over the forecast period.

Italy is Anticipated to Have Rapid Growth of Chatbots

  • In Italy, chatbots are increasingly being used to reduce costs and improve operational efficiencies in a wide range of customer-facing industries, including retail, healthcare, banking, telecommunications, and utilities, with various innovations and funding activities.
  • The country is witnessing increased demand for Healthcare and Hospitality, and further, the market is innovating chatbots considering the after-pandemic travel situations. For instance, in February 2021, Hotelway announced a hospitality chatbot in Italy for Italian customers. The company is ready to capitalize market after travel resumes in Italy to cater to guests' needs with the Hotelway chatbot.
  • The market vendors are actively launching chatbots for Italian customers on various platforms. For instance, in February 2021, The READ-IT announced the release of the chatbot's Italian version. The chatbot asks a series of five different prompt questions and can be accessed through a web browser and the Telegram messenger service app. The chatbot was created by Dr. Alessio Antonini (KMi) of The Open University in collaboration with colleagues in English and Creative Writing (OU).
  • Similarly, in March 2021, AIDA, a new chatbot launched in Italy, aimed at people with type 1 and 2 diabetes and their families. H-Novo Farm's Nordisk chatbot seeks to provide a tangible hand in the treatment and information without replacing the referring physician.
  • The country is witnessing increased adoption of chatbots for healthcare and museums during the forecasted period. Further, the market vendors are designing chatbots that are compatible with both iOS and Android. For instance, in February 2021, PatchAi, an Italian digital health tech startup, and Roche, a healthcare provider, launched a virtual assistant to engage with cancer patients and improve care. PatchAi for Smart Health Companion (SHC) is a mobile app available on iOS and Android. It includes a chatbot that encourages proper self-care and collects relevant medical records that doctors can consult as they continue to treat a cancer patient.
  • There is an increasing demand for AI chatbots in the country, and these Automated customer service chatbots initiate a conversation and provide suggestions. As a result, the customer's request is increasingly personalized, and AI-powered chatbots may mine data about individual customers, create more authentic customer experiences, and increase customer retention rate.

North America and Europe Chatbot Industry Overview

North American and Europe Chatbot Market is highly fragmented and competitive. The industry comprises several large and established players from the AI market and the smaller, local companies operating with smaller clientele.

  • February 2021 - Personetics secures a USD 75 million investment from Warburg Pincus to accelerate the global expansion of its AI-driven personalization and engagement solutions for financial institutions.
  • January 2021 - Microsoft filed a patent that raises the intriguing possibility of digitally reincarnating people as a chatbot. Instead of using the conventional method of training chatbots using conversations and material from a wide sample of users, Microsoft's patent - as spotted by Ubergizmo - raises the possibility of creating a chatbot from the output of a specific person.

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 Buyers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Threat of Substitutes
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 History and Evolution of Chatbots

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Rising Domination of Messenger Applications
    • 5.1.2 Increasing Demand for Consumer Analytics
  • 5.2 Market Challenges
    • 5.2.1 Lack of Awareness and Integration Complexities
  • 5.3 Key Trends and Opportunities
  • 5.4 Common Criteria for Selecting a Chatbot Platform
  • 5.5 Cost Analysis
  • 5.6 Impact of COVID-19 on the Market

6 MARKET SEGMENTATION

  • 6.1 By Enterprise Size
    • 6.1.1 Small and Medium Enterprises
    • 6.1.2 Large Enterprises
  • 6.2 By End-user Vertical
    • 6.2.1 Retail
    • 6.2.2 BFSI
    • 6.2.3 Healthcare
    • 6.2.4 IT and Telecom
    • 6.2.5 Travel and Hospitality
    • 6.2.6 Other End-user Verticals
  • 6.3 By Country - North America
    • 6.3.1 United States
    • 6.3.2 Canada
  • 6.4 By Country - Europe
    • 6.4.1 United Kingdom
    • 6.4.2 Germany
    • 6.4.3 Italy
    • 6.4.4 France
    • 6.4.5 Rest of Europe

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Amplify.ai
    • 7.1.2 Intercom
    • 7.1.3 Personetics
    • 7.1.4 Chatfuel
    • 7.1.5 Conversable
    • 7.1.6 Google
    • 7.1.7 Gubshup
    • 7.1.8 IBM Corporation
    • 7.1.9 ManyChat
    • 7.1.10 Microsoft Corporation
    • 7.1.11 Nuance Communications Inc
    • 7.1.12 Octane.ai
    • 7.1.13 Pandorabots
    • 7.1.14 Pypestream
    • 7.1.15 Creative Virtual LTD
    • 7.1.16 Reply.ai
    • 7.1.17 Mindmeld
    • 7.1.18 Ibenta
    • 7.1.19 Meya.ai
    • 7.1.20 CM.com
    • 7.1.21 FlowXO
    • 7.1.22 Rasa NLU
    • 7.1.23 Cognigy

8 INVESTMENT ANALYSIS

9 FUTURE OF THE MARKET