2025-2029年全球客戶服務人工智慧市場

全球人工智慧客戶服務市場預計在 2024-2029 年預測期內將達到 244.134 億美元，複合年成長率為 25.4%。

本報告對全球人工智慧客戶服務市場進行了全面分析，包括市場規模和預測、趨勢、成長要素和挑戰，以及對約 25 家供應商的分析。

該報告對當前市場格局、最新趨勢和促進因素以及整體市場環境進行了最新分析，其促進因素包括普遍存在的數據安全和隱私問題、高昂的實施成本以及與舊有系統的複雜整合、客戶體驗不佳的風險以及保持人性化服務。

本研究採用客觀的方法，結合一手和二手訊息，包括來自主要行業相關人員的意見。報告包含全面的市場規模數據、區域細分分析、供應商格局以及對主要企業的分析。報告提供歷史數據和預測數據。

該研究指出，生成式人工智慧在客戶服務平台中的廣泛應用是未來幾年推動全球客戶服務人工智慧市場成長的關鍵因素之一。此外，從簡單的聊天機器人到自主人工智慧代理的演變，以及高度個人化和主動式客戶參與的興起，預計也將為市場帶來巨大的需求。

目錄

第1章執行摘要

第2章 Technavio 分析

• 價格回應性、生命週期、顧客購買籃子、採納率和購買標準分析
• 投入與差異化因素的重要性
• 混淆來源
• 促進因素和挑戰的影響

第3章 市場情勢

• 市場生態系統
• 市場特徵
• 價值鏈分析

第4章 市場規模

• 市場定義
• 市場區隔分析
• 2024年市場規模
• 2024-2029年市場展望

第5章 市場規模表現

• 2019-2023年全球客戶服務人工智慧市場
• 部署細分市場分析，2019-2023 年
• 應用細分市場分析，2019-2023 年
• 最終用戶細分市場分析，2019-2023 年
• 區域細分市場分析，2019-2023年
• 國家細分市場分析，2019-2023年

第6章五力分析

• 五力分析概述
• 買方的議價能力
• 供應商的議價能力
• 新進入者的威脅
• 替代品的威脅
• 競爭威脅
• 市場狀況

7. 依部署方式進行市場區隔

• 比較：依部署方式
• 基於雲端的
• 本地部署
• 按部署方式分類的市場機會

第8章 按應用進行市場細分

• 比較：按應用
• 聊天機器人和虛擬助手
• 人工智慧代理
• 個性化建議
• 人工智慧驅動的票務系統
• 其他
• 按應用分類的市場機會

9. 按最終用戶分類的市場細分

• 比較：按最終用戶
• 零售與電子商務
• BFSI
• 溝通
• 醫療保健和生命科學
• 其他
• 按最終用戶分類的市場機會

第10章 客戶情況

第11章 區域情勢

• 區域細分
• 區域比較
• 北美洲
  • 美國
  • 加拿大
  • 墨西哥
• 歐洲
  • 德國
  • 英國
  • 法國
  • 義大利
  • 西班牙
  • 荷蘭
• 亞太地區
  • 中國
  • 日本
  • 印度
  • 韓國
  • 澳洲
  • 印尼
• 中東和非洲
  • 沙烏地阿拉伯
  • 阿拉伯聯合大公國
  • 南非
  • 以色列
  • 土耳其
• 南美洲
  • 巴西
  • 阿根廷
  • 哥倫比亞
• 各區域的市場機遇

第12章：促進因素、挑戰與機遇

• 市場促進因素
• 市場挑戰
• 促進因素和挑戰的影響
• 市場機遇

第13章 競爭格局

• 概述
• 競爭格局
• 令人困惑的局面
• 產業風險

第14章 競爭分析

• 公司簡介
• 企業排名指數
• 公司市場定位
• Ada Support Inc.
• Amazon Web Services Inc.
• Cognigy GmbH
• Drift.com Inc.
• Freshworks Inc.
• Google LLC
• HubSpot Inc.
• Intercom Inc.
• IBM Corp.
• Kustomer
• Microsoft Corp.
• OpenAI
• Salesforce Inc.
• Sprinklr Inc.
• Zendesk Inc.

第15章附錄

The global AI for customer service market is forecasted to grow by USD 24413.4 mn during 2024-2029, accelerating at a CAGR of 25.4% during the forecast period. The report on the global AI for customer service market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by pervasive data security and privacy concerns, high implementation costs and complex integration with legacy systems, risk of negative customer experience and maintaining human touch .

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market size data, segment with regional analysis and vendor landscape in addition to an analysis of the key companies. Reports have historic and forecast data.

Technavio's global AI for customer service market is segmented as below:

By Deployment

• Cloud-based
• On-premises

By Application

• Chatbot and virtual assistance
• AI agent
• Personalized recommendation
• AI driven ticketing system
• Others

By End-User

• Retail and e-commerce
• BFSI
• Telecommunication
• Healthcare and life sciences
• Others

Geography

• North America
  • US
  • Canada
  • Mexico
• Europe
  • Germany
  • UK
  • France
  • Italy
  • Spain
  • The Netherlands
• APAC
  • China
  • Japan
  • India
  • South Korea
  • Australia
  • Indonesia
• Middle East and Africa
  • UAE
  • South Africa
  • Turkey
• South America
  • Brazil
  • Argentina
  • Colombia
• Rest of World (ROW)

This study identifies the pervasive integration of generative AI into customer service platforms as one of the prime reasons driving the global AI for customer service market growth during the next few years. Also, evolution from simple chatbots to autonomous AI agents and rise of hyper-personalization and proactive customer engagement will lead to sizable demand in the market.

The report on the global AI for customer service market covers the following areas:

• Global AI for customer service market sizing
• Global AI for customer service market forecast
• Global AI for customer service market industry analysis

The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading global AI for customer service market vendors that include Ada Support Inc., Amazon Web Services Inc., Bitonic Technology Labs Inc., Chatfuel., Cognigy GmbH, Drift.com Inc., Forethought, Freshworks Inc., Google LLC, HubSpot Inc., Intercom Inc., IBM Corp., Kustomer, Microsoft Corp., OpenAI, Replicant Inc., Salesforce Inc., Sprinklr Inc., Tidio LLC, Zendesk Inc.. Also, the global AI for customer service market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Table of Contents

1 Executive Summary

• 1.1 Market overview
  • Executive Summary - Chart on Market Overview
  • Executive Summary - Data Table on Market Overview
  • Executive Summary - Chart on Global Market Characteristics
  • Executive Summary - Chart on Market by Geography
  • Executive Summary - Chart on Market Segmentation by Deployment
  • Executive Summary - Chart on Market Segmentation by Application
  • Executive Summary - Chart on Market Segmentation by End-user
  • Executive Summary - Chart on Incremental Growth
  • Executive Summary - Data Table on Incremental Growth
  • Executive Summary - Chart on Company Market Positioning

2 Technavio Analysis

• 2.1 Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
• 2.2 Criticality of inputs and Factors of differentiation
• 2.3 Factors of disruption
• 2.4 Impact of drivers and challenges

3 Market Landscape

• 3.1 Market ecosystem
• 3.2 Market characteristics
• 3.3 Value chain analysis

4 Market Sizing

• 4.1 Market definition
• 4.2 Market segment analysis
  • Market segments
• 4.3 Market size 2024
• 4.4 Market outlook: Forecast for 2024-2029

5 Historic Market Size

• 5.1 Global AI For Customer Service Market 2019 - 2023
  • Historic Market Size - Data Table on Global AI For Customer Service Market 2019 - 2023 ($ million)
• 5.2 Deployment segment analysis 2019 - 2023
  • Historic Market Size - Deployment Segment 2019 - 2023 ($ million)
• 5.3 Application segment analysis 2019 - 2023
  • Historic Market Size - Application Segment 2019 - 2023 ($ million)
• 5.4 End-user segment analysis 2019 - 2023
  • Historic Market Size - End-user Segment 2019 - 2023 ($ million)
• 5.5 Geography segment analysis 2019 - 2023
  • Historic Market Size - Geography Segment 2019 - 2023 ($ million)
• 5.6 Country segment analysis 2019 - 2023
  • Historic Market Size - Country Segment 2019 - 2023 ($ million)

6 Five Forces Analysis

• 6.1 Five forces summary
  • Five forces analysis - Comparison between 2024 and 2029
• 6.2 Bargaining power of buyers
  • Bargaining power of buyers - Impact of key factors 2024 and 2029
• 6.3 Bargaining power of suppliers
  • Bargaining power of suppliers - Impact of key factors in 2024 and 2029
• 6.4 Threat of new entrants
  • Threat of new entrants - Impact of key factors in 2024 and 2029
• 6.5 Threat of substitutes
  • Threat of substitutes - Impact of key factors in 2024 and 2029
• 6.6 Threat of rivalry
  • Threat of rivalry - Impact of key factors in 2024 and 2029
• 6.7 Market condition

7 Market Segmentation by Deployment

• 7.1 Market segments
• 7.2 Comparison by Deployment
• 7.3 Cloud-based - Market size and forecast 2024-2029
• 7.4 On-premises - Market size and forecast 2024-2029
• 7.5 Market opportunity by Deployment
  • Market opportunity by Deployment ($ million)

8 Market Segmentation by Application

• 8.1 Market segments
• 8.2 Comparison by Application
• 8.3 Chatbot and virtual assistance - Market size and forecast 2024-2029
• 8.4 AI agent - Market size and forecast 2024-2029
• 8.5 Personalized recommendation - Market size and forecast 2024-2029
• 8.6 AI driven ticketing system - Market size and forecast 2024-2029
• 8.7 Others - Market size and forecast 2024-2029
• 8.8 Market opportunity by Application
  • Market opportunity by Application ($ million)

9 Market Segmentation by End-user

• 9.1 Market segments
• 9.2 Comparison by End-user
• 9.3 Retail and e-commerce - Market size and forecast 2024-2029
• 9.4 BFSI - Market size and forecast 2024-2029
• 9.5 Telecommunication - Market size and forecast 2024-2029
• 9.6 Healthcare and life sciences - Market size and forecast 2024-2029
• 9.7 Others - Market size and forecast 2024-2029
• 9.8 Market opportunity by End-user
  • Market opportunity by End-user ($ million)

10 Customer Landscape

• 10.1 Customer landscape overview
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

11 Geographic Landscape

• 11.1 Geographic segmentation
• 11.2 Geographic comparison
• 11.3 North America - Market size and forecast 2024-2029
  • 11.3.1 US - Market size and forecast 2024-2029
  • 11.3.2 Canada - Market size and forecast 2024-2029
  • 11.3.3 Mexico - Market size and forecast 2024-2029
• 11.4 Europe - Market size and forecast 2024-2029
  • 11.4.1 Germany - Market size and forecast 2024-2029
  • 11.4.2 UK - Market size and forecast 2024-2029
  • 11.4.3 France - Market size and forecast 2024-2029
  • 11.4.4 Italy - Market size and forecast 2024-2029
  • 11.4.5 Spain - Market size and forecast 2024-2029
  • 11.4.6 The Netherlands - Market size and forecast 2024-2029
• 11.5 APAC - Market size and forecast 2024-2029
  • 11.5.1 China - Market size and forecast 2024-2029
  • 11.5.2 Japan - Market size and forecast 2024-2029
  • 11.5.3 India - Market size and forecast 2024-2029
  • 11.5.4 South Korea - Market size and forecast 2024-2029
  • 11.5.5 Australia - Market size and forecast 2024-2029
  • 11.5.6 Indonesia - Market size and forecast 2024-2029
• 11.6 Middle East and Africa - Market size and forecast 2024-2029
  • 11.6.1 Saudi Arabia - Market size and forecast 2024-2029
  • 11.6.2 UAE - Market size and forecast 2024-2029
  • 11.6.3 South Africa - Market size and forecast 2024-2029
  • 11.6.4 Israel - Market size and forecast 2024-2029
  • 11.6.5 Turkey - Market size and forecast 2024-2029
• 11.7 South America - Market size and forecast 2024-2029
  • 11.7.1 Brazil - Market size and forecast 2024-2029
  • 11.7.2 Argentina - Market size and forecast 2024-2029
  • 11.7.3 Colombia - Market size and forecast 2024-2029
• 11.8 Market opportunity by geography
  • Market opportunity by geography ($ million)
  • Data Tables on Market opportunity by geography ($ million)

12 Drivers, Challenges, and Opportunity

• 12.1 Market drivers
  • Pervasive data security and privacy concerns
  • High implementation costs and complex integration with legacy systems
  • Risk of negative customer experience and maintaining human touch
• 12.2 Market challenges
  • Surging demand for 24/7, omnichannel, and personalized customer experiences
  • Imperative for operational efficiency and cost reduction
  • Accelerated advancements in AI, particularly generative AI
• 12.3 Impact of drivers and challenges
  • Impact of drivers and challenges in 2024 and 2029
• 12.4 Market opportunities
  • Pervasive integration of generative AI into customer service platforms
  • Evolution from simple chatbots to autonomous AI agents
  • Rise of hyper-personalization and proactive customer engagement

13 Competitive Landscape

• 13.1 Overview
• 13.2 Competitive Landscape
  • Overview on criticality of inputs and factors of differentiation
• 13.3 Landscape disruption
  • Overview on factors of disruption
• 13.4 Industry risks
  • Impact of key risks on business

14 Competitive Analysis

• 14.1 Companies profiled
  • Companies covered
• 14.2 Company ranking index
  • Company ranking index
• 14.3 Market positioning of companies
  • Matrix on companies position and classification
• 14.4 Ada Support Inc.
  • Ada Support Inc. - Overview
  • Ada Support Inc. - Product / Service
  • Ada Support Inc. - Key offerings
  • SWOT
• 14.5 Amazon Web Services Inc.
  • Amazon Web Services Inc. - Overview
  • Amazon Web Services Inc. - Product / Service
  • Amazon Web Services Inc. - Key news
  • Amazon Web Services Inc. - Key offerings
  • SWOT
• 14.6 Cognigy GmbH
  • Cognigy GmbH - Overview
  • Cognigy GmbH - Product / Service
  • Cognigy GmbH - Key offerings
  • SWOT
• 14.7 Drift.com Inc.
  • Drift.com Inc. - Overview
  • Drift.com Inc. - Product / Service
  • Drift.com Inc. - Key offerings
  • SWOT
• 14.8 Freshworks Inc.
  • Freshworks Inc. - Overview
  • Freshworks Inc. - Product / Service
  • Freshworks Inc. - Key offerings
  • SWOT
• 14.9 Google LLC
  • Google LLC - Overview
  • Google LLC - Product / Service
  • Google LLC - Key offerings
  • SWOT
• 14.10 HubSpot Inc.
  • HubSpot Inc. - Overview
  • HubSpot Inc. - Product / Service
  • HubSpot Inc. - Key offerings
  • SWOT
• 14.11 Intercom Inc.
  • Intercom Inc. - Overview
  • Intercom Inc. - Product / Service
  • Intercom Inc. - Key offerings
  • SWOT
• 14.12 IBM Corp.
  • IBM Corp. - Overview
  • IBM Corp. - Business segments
  • IBM Corp. - Key news
  • IBM Corp. - Key offerings
  • IBM Corp. - Segment focus
  • SWOT
• 14.13 Kustomer
  • Kustomer - Overview
  • Kustomer - Product / Service
  • Kustomer - Key offerings
  • SWOT
• 14.14 Microsoft Corp.
  • Microsoft Corp. - Overview
  • Microsoft Corp. - Business segments
  • Microsoft Corp. - Key news
  • Microsoft Corp. - Key offerings
  • Microsoft Corp. - Segment focus
  • SWOT
• 14.15 OpenAI
  • OpenAI - Overview
  • OpenAI - Product / Service
  • OpenAI - Key offerings
  • SWOT
• 14.16 Salesforce Inc.
  • Salesforce Inc. - Overview
  • Salesforce Inc. - Product / Service
  • Salesforce Inc. - Key news
  • Salesforce Inc. - Key offerings
  • SWOT
• 14.17 Sprinklr Inc.
  • Sprinklr Inc. - Overview
  • Sprinklr Inc. - Product / Service
  • Sprinklr Inc. - Key offerings
  • SWOT
• 14.18 Zendesk Inc.
  • Zendesk Inc. - Overview
  • Zendesk Inc. - Product / Service
  • Zendesk Inc. - Key offerings
  • SWOT

15 Appendix

• 15.1 Scope of the report
  • Market definition
  • Objectives
  • Notes and caveats
• 15.2 Inclusions and exclusions checklist
  • Inclusions checklist
  • Exclusions checklist
• 15.3 Currency conversion rates for US$
  • Currency conversion rates for US$
• 15.4 Research methodology
  • Research methodology
• 15.5 Data procurement
  • Information sources
• 15.6 Data validation
  • Data validation
• 15.7 Validation techniques employed for market sizing
  • Validation techniques employed for market sizing
• 15.8 Data synthesis
  • Data synthesis
• 15.9 360 degree market analysis
  • 360 degree market analysis
• 15.10 List of abbreviations
  • List of abbreviations