市场调查报告书
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到 2030 年互动式AI 市场预测:按产品、部署模式、对话式介面、使用案例、技术、最终用户和地区进行的全球分析Conversational AI Market Forecasts to 2030 - Global Analysis By Offering, Deployment Mode, Conversational Interface (Chatbots, Intelligent Virtual Assistants and Interactive Voice Response Systems), Use Case, Technology, End User and By Geography |
根据 Stratistics MRC 的数据,2024 年全球互动式人工智慧市场规模将达到 116 亿美元,预计到 2030 年将达到 422 亿美元,预测期内复合年增长率为 23.9%。
模仿人类语音和文字互动的人工智慧 (AI) 被称为互动式AI。使用机器学习、语音辨识和自然语言处理 (NLP) 来理解用户查询并提供富有洞察力的答案。虚拟助理、聊天机器人和互动式语音应答系统是各行业中经常使用的应用程序,用于增强用户体验、加快沟通速度并改善客户支援。互动式人工智慧试图透过模仿人类语音,使用户和系统之间的互动变得流畅有趣。
据 Gartner 称,到 2024 年,互动式AI 工具预计将使客服中心的投资增加 24%。
对人工智慧主导的客户支援的需求不断增长
越来越多的公司正在转向互动式人工智慧解决方案来自动化客户交互,提高业务效率并降低成本。 AI 驱动的聊天机器人和虚拟助理可以 24/7 处理大量客户询问,提供即时回应和个人化体验。这种趋势在零售、银行和电子商务等客户服务至关重要的行业尤其明显。互动式人工智慧在保持品质的同时扩大支援业务的能力正在推动其采用。
有限的语言和区域功能
目前,大多数互动式人工智慧产品提供的语言支援有限,且对英语的兼容性较高。这种限制阻碍了对话式人工智慧解决方案的全球采用,特别是在英语不是主要语言的地区。开发能够理解并准确地回应不同语言、方言和文化差异的人工智慧模型面临着巨大的挑战。这种限制可能会减缓非英语国家的市场成长,并限制互动式人工智慧在全球不同市场的有效性。
利用全通路沟通
跨多个管道(包括网站、行动应用程式、社交媒体平台和声控设备)整合互动式人工智慧,可改善整体客户体验。这种方法使企业能够在不同的接触点与客户保持一致的、情境相关的互动。全通路部署可实现无缝的客户旅程,提高参与度,并提供有关客户行为的宝贵见解。随着企业努力在所有管道上提供一致的体验,对支援全通路策略的多功能对话式人工智慧解决方案的需求预计将显着增长。
资料隐私
资料隐私问题对互动式人工智慧市场构成了重大威胁。互动式人工智慧系统收集和处理大量资料,引发了人们对资料安全、侵犯隐私以及遵守资料保护条例的担忧。如果使用者认为自己的个人资讯面临风险,他们可能会犹豫是否要使用人工智慧驱动的系统。此外,欧洲的 GDPR 和加州的 CCPA 等严格的资料保护法要求公司实施强而有力的资料保护措施。如果无法充分解决这些问题,可能会降低用户的信任度和采用率,从而阻碍市场成长。
COVID-19 的爆发对互动式AI 市场产生了积极影响。随着企业转向远端操作和数位互动,对人工智慧驱动的客户支援和参与解决方案的需求激增。互动式人工智慧技术已被迅速采用,以回应不断增加的客户询问、自动化流程并保持业务永续营运。此次疫情加速了数位转型,并导致对人工智慧技术(包括互动式人工智慧)的投资增加,以提升客户体验和业务效率。
预计软体细分市场在预测期内将成为最大的细分市场
预计软体部门将在预测期内获得最大的市场占有率。这项优势归功于互动式人工智慧平台在各行业的日益普及。自然语言处理(NLP)引擎、机器学习演算法、对话管理系统等软体解决方案构成了对话式AI能力的核心。这些软体元件使企业能够创建、部署和管理智慧虚拟助理和聊天机器人。随着组织寻求增强客户互动和自动化流程,人工智慧软体技术的灵活性、扩充性和持续改进有助于其不断增长的市场占有率。
云端基础的细分市场预计在预测期内复合年增长率最高
在互动式人工智慧市场中,云端基础的细分市场预计在预测期内将呈现最高的复合年增长率。这种快速成长是由云端基础的解决方案提供的众多优势推动的,包括可扩展性、成本效益和易于部署。云端基础的互动式人工智慧平台使企业能够快速部署和扩展人工智慧驱动的客户参与解决方案,而无需领先大量的前期基础设施投资。与现有系统整合的灵活性以及透过云端服务提供的高级人工智慧功能有助于该细分市场的高成长率。
预计亚太地区在预测期内将占据最大的市场占有率。这一优势得益于数位化的快速发展、人工智慧技术的不断采用,以及中国和印度等国家庞大消费市场的存在。该地区对创新的重视,加上政府加速采用人工智慧的努力,有助于其市场领先地位。电子商务行业的成长、数位付款系统的扩展以及智慧型手机普及率的提高进一步推动了各行业客户服务和互动应用程式对互动式人工智慧解决方案的需求。
预计亚太地区在预测期内将实现最高的复合年增长率。这种快速成长的推动因素包括人工智慧技术意识的增强、数位转型投资的增加以及对自动化客户服务解决方案的需求不断增长。该地区庞大且精通技术的人口,加上线上业务的快速扩张,为互动式人工智慧的采用创造了肥沃的土壤。此外,政府支持人工智慧市场开拓的倡议以及众多高科技新兴企业的存在也有助于加速该地区互动式人工智慧市场的成长。
According to Stratistics MRC, the Global Conversational AI Market is accounted for $11.6 billion in 2024 and is expected to reach $42.2 billion by 2030, growing at a CAGR of 23.9% during the forecast period. Artificial intelligence (AI) that mimics human speech and text interactions is known as conversational AI. It uses machine learning, speech recognition, and natural language processing (NLP) to comprehend user inquiries and provide insightful answers. Virtual assistants, chatbots, and interactive voice response systems are applications that are frequently used in various industries to improve user experiences, expedite communication, and improve customer support. Conversational AI attempts to make interactions between users and systems smooth and interesting by imitating human speech.
According to Gartner, there is an anticipated 24% increase in call center investments in 2024, driven by conversational AI tools.
Increasing demand for Ai-driven customer support
Businesses are increasingly adopting conversational AI solutions to automate customer interactions, leading to operational efficiency and cost savings. AI-powered chatbots and virtual assistants can handle high volumes of customer queries 24/7, providing instant responses and personalized experiences. This trend is particularly evident in industries such as retail, banking, and e-commerce, where customer service is crucial. The ability of conversational AI to scale support operations while maintaining quality is driving its widespread adoption.
Limited language and regional capabilities
Most conversational AI products currently offer support for a limited number of languages, with better compatibility for English. This limitation hinders the global adoption of conversational AI solutions, especially in regions where English is not the primary language. The challenge of developing AI models that can understand and respond accurately to various languages, dialects, and cultural nuances is substantial. This constraint can potentially slow down market growth in non-English-speaking regions and limit the effectiveness of conversational AI in diverse global markets.
Usage of omnichannel communication
Integrating conversational AI across multiple channels, such as websites, mobile apps, social media platforms, and voice-activated devices, enhances the overall customer experience. This approach allows businesses to maintain consistent and contextual interactions with customers across various touchpoints. Omnichannel deployment enables seamless customer journeys, improves engagement, and provides valuable insights into customer behavior. As businesses strive to offer cohesive experiences across all channels, the demand for versatile conversational AI solutions capable of supporting omnichannel strategies is expected to grow substantially.
Data privacy
Data privacy concerns pose a significant threat to the conversational AI market. As conversational AI systems collect and process large amounts of personal and potentially sensitive user data, there are growing concerns about data security, privacy breaches, and compliance with data protection regulations. Users may be hesitant to engage with AI-powered systems if they perceive a risk to their personal information. Additionally, stringent data protection laws like GDPR in Europe and CCPA in California require businesses to implement robust data protection measures. Failure to address these concerns adequately could lead to reduced user trust and adoption, potentially hindering market growth.
The COVID-19 pandemic had a positive impact on the conversational AI market. As businesses shifted to remote operations and digital interactions, the demand for AI-powered customer support and engagement solutions surged. Conversational AI technologies were rapidly adopted to handle increased customer inquiries, automate processes, and maintain business continuity. The pandemic accelerated digital transformation efforts, leading to increased investments in AI technologies, including conversational AI, to enhance customer experiences and operational efficiency.
The software segment is expected to be the largest during the forecast period
The software segment is predicted to secure the largest market share throughout the forecast period. This dominance can be attributed to the increasing adoption of conversational AI platforms across various industries. Software solutions, including natural language processing (NLP) engines, machine learning algorithms, and dialogue management systems, form the core of conversational AI capabilities. These software components enable businesses to create, deploy, and manage intelligent virtual assistants and chatbots. The flexibility, scalability, and continuous improvements in AI software technologies contribute to its larger market share as organizations seek to enhance customer interactions and automate processes.
The cloud-based segment is expected to have the highest CAGR during the forecast period
The cloud-based segment is projected to have the highest CAGR in the conversational AI market during the extrapolated period. This rapid growth is driven by the numerous advantages offered by cloud-based solutions, including scalability, cost-effectiveness, and ease of deployment. Cloud-based conversational AI platforms allow businesses to quickly implement and scale their AI-powered customer engagement solutions without significant upfront infrastructure investments. The flexibility to integrate with existing systems and the ability to leverage advanced AI capabilities through cloud services contribute to the segment's high growth rate.
The Asia Pacific region is projected to account for the largest market share during the forecast period. This dominance is attributed to rapid digitalization, increasing adoption of AI technologies, and the presence of large consumer markets in countries like China and India. The region's strong focus on technological innovation, coupled with government initiatives promoting AI adoption, contributes to its market leadership. The growing e-commerce sector, expanding digital payment systems, and increasing smartphone penetration further drive the demand for conversational AI solutions in customer service and engagement applications across various industries.
The Asia Pacific region is projected to achieve the highest CAGR during the forecast period. This rapid growth is fueled by factors such as the increasing awareness of AI technologies, rising investments in digital transformation, and the growing demand for automated customer service solutions. The region's large and tech-savvy population, coupled with the rapid expansion of online businesses, creates fertile ground for conversational AI adoption. Additionally, government initiatives supporting AI development and the presence of numerous tech startups contribute to the region's accelerated growth in the conversational AI market.
Key players in the market
Some of the key players in Conversational AI Market include Microsoft, IBM, Google, Amazon Web Services (AWS), SAP, Oracle, Nuance Communications, Artificial Solutions, Kore.ai, LivePerson, Avaamo, Conversica, Haptik, Yellow.ai, Cognigy.AI, Amelia, Verint, and Boost.ai.
In October 2024, at the 10th edition of the Google for India event, Google announced Hindi support for Google Gemini Live, a more sophisticated version of its Gemini AI chatbot. Gemini Live will soon expand to include eight additional Indian languages. Google also revealed that Indian users listen to AI Overview responses more frequently than users in other countries.
In August 2024, AWS has entered into a Strategic Collaboration Agreement with PolyAI, a leader in customer-led conversational AI solutions. This collaboration aims to accelerate the adoption of generative voice AI capabilities within enterprise contact centers. PolyAI will leverage Amazon SageMaker and Amazon Bedrock to train and fine-tune an integrated suite of speech recognition, large language models (LLMs), and text-to-speech models.
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.