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市場調查報告書
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1644294

對話系統-市場佔有率分析、產業趨勢與統計、成長預測（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個工作天內

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簡介目錄

對話系統市場規模預計在 2025 年為 643.2 億美元，預計到 2030 年將達到 1,672.4 億美元，預測期內（2025-2030 年）的複合年成長率為 21.06%。

對話系統-市場-IMG1

對話式 AI 系統是一種能夠理解語言並與客戶進行口頭或書面對話的智慧機器解決方案。這些系統旨在透過促進互動來改善客戶體驗。

關鍵亮點

  • 企業中大量資料的可用性和日益增加的資料相關複雜性預計將推動對話系統解決方案的市場需求。此外，對模仿人類大腦的人工智慧（AI）系統的需求是推動該行業發展的關鍵參數之一。
  • 深度神經網路、機器學習和其他人工智慧技術的進步正在推動對話系統的使用日益增加。聊天機器人等對話系統可用於多個最終用戶垂直領域的多種用途。對於消費者來說，一個關鍵的應用是充當個人助理的對話系統。例如，Apple 的 Siri 為連網家庭和汽車提供了直覺的介面。
  • 對話式軟體平台使組織能夠簡化和重組業務流程，並透過情境感知智慧系統減少和自動化業務工作流程。這些平台使用戶和系統能夠以有意義的互動進行互動並共同努力實現業務目標。
  • 此外，將人工智慧（AI）功能整合到對話系統中為全球對話系統市場提供了巨大的成長機會。預計各種因素都會阻礙市場擴張，包括對新興市場缺乏了解以及這些系統對市場進入平台的依賴。此外，虛擬助理和聊天機器人的準確度較低預計會限制市場的成長。
  • 然而，疫情推動了先進技術的快速應用。此外，為了簡化一些流程，各種新興企業紛紛推出，新的解決方案也紛紛湧現，促進了市場成長率。例如，2023 年 12 月，Instabase 為其跨文檔推理功能推出了對話式 AI，使用戶能夠跨多個文件以自然語言提出問題，並在 Converse 中獲得快速、準確的答案，而無需任何編碼或資料科學專業知識。

對話式人工智慧市場趨勢

人工智慧解決方案在客戶服務中的應用日益廣泛，將推動市場成長

  • 人工智慧（AI）驅動的客戶支援服務可以幫助組織提高忠誠度、線上客戶體驗、主動幫助、品牌聲譽甚至收益。自然語言處理（NLP）和對話工具的進步將推動市場成長。
  • 各種客服中心客服中心的重點都在於對話系統，因為它們使人工智慧能夠自動化語音應用程式和訊息，實現電腦與人之間的互動。此外，這些系統能夠理解不同語言的客戶意圖並相應地回答查詢。全球越來越多的人透過基於人工智慧的解決方案（例如通訊平台和語音助理）與企業建立聯繫。因此，基於人工智慧語音和通訊的平台正迅速成為新的互動媒介，取代傳統的行動和網路應用程式。
  • 這一成長是由對人工智慧客戶支援服務的需求激增所推動的。自動化服務為使用者提供完成日常任務所需的功能，預計在預測期內將大幅成長。
  • 企業正在受益於由人工智慧驅動的主動客戶支援服務，這有助於改善忠誠度、線上客戶體驗、服務幫助、品牌聲譽甚至產生收入等各個方面。預計市場成長將受到自然語言處理（包括 NLP 和對話工具）不斷進步的推動。因此，由於 NLP 工具的採用增加以及 Web 服務和雲端基礎的應用程式的採用不斷增加，市場機會預計會增加。

亞太地區可望成為成長最快的市場

  • 亞太地區成長的關鍵驅動力是技術供應商的大量存在以及主要產業擴大採用技術先進的機器人解決方案。該地區的參與企業正專注於開發創新解決方案，以在競爭中保持領先地位。
  • 該地區正在經歷快速的工業化，增加了相關市場對聊天機器人的需求。中國、印度、印尼、越南、馬來西亞、菲律賓、台灣和泰國等新興經濟體的零售和電子商務產業的成長，推動了零售商和電子商務企業主對聊天機器人的高需求和廣泛採用。
  • 在 COVID-19 疫情期間，亞太地區對話系統市場實現了穩定成長。隨著該地區新冠肺炎病例的增加以及主要經濟體政府宣布實施封鎖，各組織擴大採用聊天機器人來遠端和在線處理患者有關藥物和醫生諮詢的疑問。
  • 在不斷成長的技術需求的推動下，該地區正在出現中型市場和大型企業，以提供更好的客戶體驗。 2024年2月，印度首個對話式人工智慧BharatGPT與Google Cloud合作推出。這項重要夥伴關係旨在透過人工智慧聊天機器人徹底改變客戶互動，增強軟體開發、創造性努力、領域專業知識和業務生產力。
  • 2024 年 8 月，亞馬遜宣佈在印度推出其人工智慧生成購物助手 Rufus 的測試版。 Rufus 接受了亞馬遜產品目錄和整個網路的資訊的培訓，以回應客戶詢問、提供產品比較、提供客製化建議並促進產品發現。

對話式人工智慧產業概覽

對話式人工智慧市場高度分散，主要參與者包括 IBM 公司、微軟公司、谷歌有限責任公司（Alphabet Inc.）、亞馬遜網路服務公司和 Nuance Communications Inc.市場參與企業正在採取聯盟和收購等策略來加強其產品並獲得永續的競爭優勢。

其他福利

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

目錄

第 1 章 簡介

  • 研究假設和市場定義
  • 研究範圍

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
    • 新進入者的威脅
    • 購買者/消費者的議價能力
    • 供應商的議價能力
    • 替代品的威脅
    • 競爭對手之間的競爭強度
  • 宏觀經濟趨勢對市場的影響

第5章 市場動態

  • 市場促進因素
    • 在客戶服務中擴大使用基於人工智慧的解決方案
  • 市場問題
    • 對話平台的準確性問題

第6章 市場細分

  • 依模態類型
    • 單一模式
    • 多模態
  • 按類型
    • 語音助理
    • 文字輔助
    • 其他
  • 按部署
    • 本地
    • 雲
  • 按公司規模
    • 中小型企業
    • 大型企業
  • 按最終用戶產業
    • 資訊科技/通訊
    • BFSI
    • 政府
    • 零售
    • 能源動力
    • 其他行業（教育機構、旅行和旅遊業、運輸和物流）
  • 按地區
    • 北美洲
    • 歐洲
    • 亞洲
    • 澳洲和紐西蘭
    • 拉丁美洲
    • 中東和非洲

第7章 競爭格局

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

第8章投資分析

第9章：市場的未來

簡介目錄
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