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1630209

機器人服務 -市場佔有率分析、產業趨勢/統計、成長預測（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個工作天內

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簡介目錄

機器人服務市場預計在預測期內複合年成長率為 20.5%

機器人服務-市場-IMG1

主要亮點

  • COVID-19 危機迫使企業遵守嚴格的要求，確保員工和客戶的持續安全。對遠距工作的需求標誌著傳統職場的轉變，使其成為新常態。
  • 隨著機器人在各個行業的應用，它們正在獲得巨大的吸引力和接受度。隨著多個行業轉向全通路平台以更好地最佳化業務、利用增強的客戶洞察並專注於改善客戶體驗，預計市場中機器人的範圍將會擴大。
  • 受訪市場的主要目標產業之一是零售業。像亞馬遜這樣的各種公司正在大力投資開發用於零售的機器人，以更好地了解客戶行為並提高向零售商進行交叉銷售和提升銷售的準確性。這些機器人還有助於了解客戶行為和購買模式，為企業提供最佳的客戶分析，以便他們能夠留住客戶並提供更好的產品和服務。
  • 此外，通訊應用程式機器人是整合到各種通訊應用程式中的最常見和最重要的聊天機器人類型，允許企業與大型客戶群建立聯繫，而無需從頭開始開發成熟的應用程式您可以從已建構的平台將它們部署到：通訊應用程式機器人包括 Botsify、Tidio、Aivo 和 Pandorabots，它們使用自然語言處理 (NLP) 來幫助您為網站建立和配置多個聊天機器人，而無需編碼。在研究期間，通訊機器人日益佔據主導地位正在推動市場發展。
  • 聊天機器人可能需要更多知識才能整合到系統中並提供相關內容。缺乏意識和整合複雜性可能會阻礙市場的發展。然而，這些聊天機器人有權解決基本問題。一項研究表明，68% 的客戶喜歡聊天機器人，因為它們可以快速回答問題，從而減少聯繫客戶支援所需的時間。公司正在投資增強各種語言的機器人體驗。
  • COVID-19 嚴重影響了世界各地人們的生活和生存方式。管理客戶諮詢和維護滿意度指標以滿足客戶的緊急需求需要個人和客戶服務團隊付出大量努力。因此，機器人已成為與客戶互動並回答他們的問題的好方法。此外，減少人為錯誤可以提高準確性，從而增加市場對機器人服務的需求，並且預計在未來幾年將持續下去。

機器人服務市場趨勢

聊天機器人預計將大幅成長

  • 聊天機器人可以幫助企業將網站訪客轉換為付費客戶。它在尋求一種簡單的解決方案來增強客戶服務並提供豐富的客戶體驗而無需增加額外員工的企業中越來越受歡迎。透過提供一種無需人工干預的便捷方式來幫助客戶，聊天機器人可以幫助企業降低成本，從而增加對機器人服務的需求。
  • 使用機器人框架建立的聊天機器人可以提供更高級的功能，例如貨運追蹤、產品規格查詢、申訴、付款等。根據 clickz.com 在美國進行的一項研究，客戶使用聊天機器人服務的首要查詢類型是運輸追蹤（52%），其次是訂單資訊（44%）和付款（35%）。
  • 大公司常常面臨超負荷的任務，例如下訂單、索取有關產品和服務的資訊以及付款供應費用。企業級聊天機器人可以輕鬆處理這些B2B業務，而與聊天機器人整合的B2B系統可以進一步減少工作量。聊天機器人透過將所有內容重新導向到即時通訊平台來自動執行所有這些業務。在人工智慧 (AI) 和 NLP 的支援下，聊天機器人可以回答您有關產品、申請、付款等的所有問題。
  • 隨著大眾在日常生活中擴大使用聊天機器人、WhatsApp 和即時聊天，地方政府在滿足客戶需求和重新考慮其服務產品方面可以發揮重要作用。例如，印度鐵路和班加羅爾地鐵擴大使用聊天機器人來回答用戶詢問並接受預訂。任何人都可以透過將該號碼添加到 WhatsApp 聯絡人並發送訊息說「你好」來訪問它。
  • 此外，市場在許可操作中擴大採用聊天機器人。例如，駕駛員和車輛執照管理局 (DVLA) 已將聊天機器人整合到其網路聊天管道中，以便為數百萬客戶提供更有效率的自助服務。 DVLA 是一個由運輸部資助的政府機構。 DVLA客服中心擁有 1,200 多名員工，是英國最大的單一站點客服中心。
  • 同樣，印度政府和運輸部推出了WhatsApp 聊天機器人，作為公民取得駕駛執照、所得稅證明和泛卡等官方文件的一站式解決方案。

預計北美地區將出現顯著成長

  • 該地區正在電子商務聊天機器人、醫療聊天機器人和金融聊天機器人方面進行大量投資和創新。市場正在推動人工智慧聊天機器人、語音辨識聊天機器人技術的發展，以及各種希望透過聊天機器人增強該地區客戶服務的供應商。
  • 企業利用聊天機器人不僅用於消費者支持，也用於內部功能。對功能手機的需求不斷成長以及尖端自然語言處理和人工智慧技術的採用是推動機器人服務市場的兩個因素。該地區正在因都市化、數位化和機器人服務而徹底變革。此外，正在努力實現全球環境標準化。
  • 夥伴關係正在推動該地區發展，而人工智慧聊天機器人創新帶來了更大的市場投資。例如，Sprinklr 與杜拜物流和運輸供應商 Aramex 合作，在 Sprinklr Modern Care 中使用人工智慧聊天機器人，以提高數位客戶服務的效率和規模。透過與 Sprinklr Modern Care 連接，客服人員可以透過聊天機器人介面快速進入和退出與客戶的對話，以 24/7 快速解決請求。
  • 由於 COVID-19 的爆發，該地區的多個城市推出了聊天機器人來協助居民並提供 24/7 服務。此外，許多互動都是基於語音並透過電話網路進行的。市場上的通訊供應商正在利用這些機會透過語音和電話存取聊天機器人來擴展業務。例如，著名的通訊軟體、對話式人工智慧和客戶體驗應用程式開發商 Interactive Media 宣布推出 PhoneMyBot。此雲端解決方案提供對聊天機器人的語音和電話存取。

機器人服務業概況

全球機器人服務市場的競爭是溫和的。產品研究、研發、聯盟和收購是市場參與者為維持激烈競爭所採取的主要成長策略。該領域的主要發展包括：

2022年12月，出行與智慧駕駛技術公司華人運通與黑莓有限公司合作，在其新型HiPhi Z發射載具的自動駕駛控制器和智慧數位駕駛座控制器中採用QNX技術。車輛搭載AI語音助理HiPhi Bot，可聆聽駕駛指示，多方面改善駕駛和乘客體驗。

2022 年 11 月，巴西通訊業者Embratel 宣布推出智慧機器人解決方案，其中包括人工智慧和機器學習 (ML)，以增強企業客戶服務。該軟體提供了多個使用者互動元素，並有效率、透明地再現人工協助。

其他好處

  • Excel 格式的市場預測 (ME) 表
  • 3 個月分析師支持

目錄

第1章簡介

  • 研究假設和市場定義
  • 調查範圍

第2章調查方法

第3章執行摘要

第4章市場洞察

  • 市場概況
  • 產業吸引力－波特五力分析
    • 供應商的議價能力
    • 消費者議價能力
    • 新進入者的威脅
    • 替代品的威脅
    • 競爭公司之間敵對關係的強度
  • COVID-19 市場影響評估

第5章市場動態

  • 市場促進因素
    • 通訊應用程式的興起
    • 對消費者分析的需求不斷成長
    • 聊天機器人預計將大幅成長
  • 市場限制
    • 缺乏整合意識且複雜

第6章 市場細分

  • 按介紹管道
    • 網站
    • 行動應用程式
    • 社群媒體
    • 顧客關懷服務
  • 依產品類型
    • 語音助理
    • 聊天機器人
    • 智慧音箱
    • 自然語言處理
  • 按最終用戶
    • 零售
    • BFSI
    • 醫療保健
    • 資訊科技/通訊
    • 旅遊/酒店業
    • 其他
  • 按地區
    • 北美洲
    • 歐洲
    • 亞太地區
    • 拉丁美洲
    • 中東/非洲

第7章 競爭格局

  • 公司簡介
    • 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8章投資分析

第9章 市場機會及未來趨勢

簡介目錄
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