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市場調查報告書
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2124685

北美聊天機器人：市佔率分析、產業趨勢與統計及成長預測（2026-2031 年）

North America Chatbot - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2026 - 2031)
出版日期: | 出版商: Mordor Intelligence | 英文 101 Pages | 商品交期: 2-3個工作天內

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簡介目錄

根據 Mordor Intelligence 預測，北美聊天機器人市場規模預計將在 2026 年達到 93.2 億美元，到 2031 年達到 260.1 億美元，複合年成長率高達 22.78%。

北美聊天機器人市場-IMG1

本報告按公司規模（中小企業和大型企業）、部署模式（本地部署和雲端部署）、應用領域（例如客戶支援）、最終用戶產業（例如IT和電信）、技術（例如基於規則的聊天機器人）、平台（例如基於Web的平台、行動應用）和地區進行細分。市場預測以美元（USD）為單位。

北美聊天機器人市場趨勢與洞察

客戶參與中通訊應用的興起

通訊應用程式已成為用戶首選的支援管道，取代了電子郵件和語音通話。啟用非同步執行緒功能後，客服人員可以同時處理多個對話，從而將每次聯繫的成本降低 30% 至 40%。 Meta 預測，到 2025 年，WhatsApp Business 的使用量將成長八倍，其「流程」功能將產品目錄和支付功能整合到聊天執行緒中，從而縮短購買流程。墨西哥的成長尤其顯著，超過 90% 的智慧型手機用戶都在使用 WhatsApp，使其成為銀行、醫療保健甚至行政流程的實際介面。因此，供應商正在快速最佳化全通路整合，以無縫連接所有管道（包括 WhatsApp、Messenger、簡訊和應用程式內Widgets）的用戶情境。雖然提升用戶參與度是立竿見影的好處，但其策略優勢在於能夠管理對話每個階段產生的第一方資料。

對消費者分析和個人化體驗的需求日益成長

聊天機器人現在正將零方資料直接整合到行銷流程中，將日常服務互動轉化為持續的偏好映射。 Salesforce 在 2025 年進行的銷售團隊研究表明，雖然 73% 的消費者希望品牌能夠理解他們，但只有 38% 的消費者真正感到被理解，這凸顯了聊天機器人的理想應用場景。絲芙蘭的聊天機器人會記錄用戶的膚質、香調和預算，並根據這些資訊展示個人化的優惠。因此，它的轉換率比一般網頁高出 11%。透過了解用戶在每個階段的情緒和意圖，品牌可以迭代最佳化優惠，而不會受到技術瓶頸的限制。整合即時對話分析儀錶板的平台使行銷人員能夠每天（而不僅僅是每季）最佳化流程，從而提高用戶留存率。這反過來又提高了宣傳活動的針對性和廣告支出回報率 (ROAS)。

人們越來越關注資料隱私和安全問題

由於隱私法律分散，企業被迫滿足多項合規要求，這增加了法律審查成本並延緩了服務上線。加州隱私權法案 (CPRA) 強制規定，在機器人收集個人資料之前，必須揭露相關資訊並提供一鍵退出選項。到 2025 年，又有 13 個州頒布了類似的法律，每個州都有各自的同意要求。同時，《健康保險流通與責任法案》(HIPAA) 禁止透過不安全的管道傳輸受保護的健康資訊。 2024 年，一家電信公司發生資料外洩事件，聊天記錄中洩漏了信用卡號碼，最終導致該公司支付了 1,200 萬美元的和解金。這事件凸顯了責任的重大性。為了應對這項挑戰，企業選擇在本地管理高度敏感的工作流程，犧牲了雲端的成本優勢，以確保資料儲存和稽核控制。

細分市場分析

儘管中小企業在2025年的收入佔比不高，但其成長率預計將超過大型企業，複合年成長率高達23.16%，這表明北美聊天機器人市場正在走向大眾化。得益於ManyChat和Tidio等拖放式建置工具，成本門檻已從客製開發5萬至15萬美元降至每月500至2000美元的訂閱費用。 Shopify Inbox將機器人工具整合到賣家控制面板中，自2024年推出以來，短短六個月內就吸引了超過20萬家店鋪採用。

大型企業在主導支出方面仍然佔據主導地位，它們將聊天機器人整合到 Salesforce、SAP 以及自身的 CRM 系統中，並實施單一登入和基於角色的存取控制。然而，中小企業 (SME) 正在利用預先訓練的行業特定庫來縮小功能差距。這種轉變迫使供應商對其服務產品進行細分，為資源有限的中小企業提供承包方案，並為具有嚴格合規要求的大型企業提供精細化的服務。北美聊天機器人市場受益於更廣泛的客戶群，這使得研發支出分散，並累積了使用數據，從而提高了模型效能。

預計到 2025 年，雲端採用將佔總收入的 69.11%，並將以 23.19% 的複合年成長率成長，因為企業優先考慮按需擴充性和持續的功能更新。 AWS Lex 和 Azure Bot Service 等託管服務使開發人員擺脫了伺服器配置和災害復原的負擔，無需資本支出 (CAPEX) 即可即時擴展以應對黑色星期五的流量高峰。

在金融和醫療保健行業，由於《美國金融服務業現代化法)和《健康保險流通與責任法案》(HIPAA) 等法規要求資料必須保存在企業防火牆內，因此本地部署環境仍然佔據主導地位。因此，混合模式正在興起，這種模式在私有雲端中運行高度敏感的推理處理，同時將影響較小的流量路由到公用端點。 ServiceNow Virtual Agent 讓客戶在本機部署編配功能，並在 Google Cloud 中執行語言理解功能，從而在控制和 GPU 成本效益之間取得平衡。隨著監管審查的日益嚴格，擁有 FedRAMP 和 HIPAA 合規認證的供應商具有競爭競標。

其他好處：

  • Excel格式的市場預測（ME）表
  • 3個月的分析師支持

目錄

第1章：引言

  • 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 市場狀況

  • 市場概覽
  • 市場促進因素
    • 客戶參與中通訊應用的興起
    • 對消費者分析和個人化體驗的需求日益成長
    • 自然語言處理和語音辨識技術的快速發展
    • 利用生成式人工智慧整合自學習聊天機器人
    • 拓展面向老年人照護和慢性病支援的智慧聊天機器人。
    • 美國公共部門強制採用數位化服務，提高了聊天機器人對公民的普及度。
  • 市場限制因素
    • 組織意識不足與整合的複雜性
    • 人們日益關注資料隱私和安全問題
    • 聊天機器人可能引發“幻覺”，從而損害品牌聲譽。
    • 根據《美國殘疾人法案》(ADA) 和《安大略省殘疾人法案》(AODA) 法規，無障礙合規成本是多少？
  • 宏觀經濟因素對市場的影響
  • 產業價值鏈分析
  • 監理情勢
  • 技術展望
  • 波特五力分析

第5章 市場規模與成長預測

  • 按公司規模
    • 小型企業
    • 大公司
  • 按部署模式
    • 現場
    • 基於雲端的
  • 透過使用
    • 客戶支援
    • 行銷與銷售
    • 私人助理
    • 人力資源/招聘
    • 其他用途
  • 按最終用戶行業分類
    • 零售與電子商務
    • 銀行業、金融服務業及保險業
    • 醫療保健和生命科學
    • IT/通訊
    • 旅遊與飯店
    • 政府/公共部門
    • 其他終端用戶產業
  • 透過技術
    • 利用機器學習和自然語言處理（NLP）技術的聊天機器人
    • 基於規則的聊天機器人
    • 混合型/情境感知機器人
  • 按平台
    • 基於網路的
    • 行動應用
    • 社群通訊管道
  • 國家
    • 美國
    • 加拿大
    • 墨西哥

第6章 競爭情勢

  • 市場集中度
  • 策略趨勢
  • 市佔率分析
  • 公司簡介
    • International Business Machines Corporation
    • Microsoft Corporation
    • Google LLC
    • Nuance Communications, Inc.
    • LivePerson, Inc.
    • Salesforce, Inc.
    • Zendesk, Inc.
    • Amazon Web Services, Inc.
    • ServiceNow, Inc.
    • Oracle Corporation
    • ManyChat, Inc.
    • Chatfuel Inc.
    • Gupshup Inc.
    • Amplify.ai, Inc.
    • Pypestream, Inc.
    • Meya.ai Inc.
    • Octane AI, Inc.
    • Pandorabots, Inc.
    • Semantic Machines, Inc.
    • Beep Boop, Inc.
    • Reply.ai, Inc.
    • Recime Limited
    • Botpress, Inc.

第7章 市場機會與未來展望

簡介目錄
Product Code: 72309

According to Mordor Intelligence, the North America chatbot market size stands at USD 9.32 billion in 2026 and is projected to reach USD 26.01 billion by 2031, reflecting a robust 22.78% CAGR.

North America Chatbot - Market - IMG1

This report is Segmented by Enterprise Size (Small and Medium Enterprises, and Large Enterprises), Deployment Model (On-Premise, and Cloud-Based), Application (Customer Support, and More), End-User Vertical (IT and Telecom, and More), Technology (Rule-Based Chatbots, and More), Platform (Web-Based, Mobile-App, and More), and Geography. The Market Forecasts are Provided in Terms of Value (USD).

North America Chatbot Market Trends and Insights

Rising Domination of Messaging Applications For Customer Engagement

Messaging apps have overtaken email and voice as the preferred support channel, enabling asynchronous threads that cut cost-per-contact by 30-40% while letting agents juggle multiple conversations simultaneously. Meta reported an eight-fold jump in WhatsApp Business usage in 2025, and its Flows feature embeds product catalogs and payments inside the chat thread, compressing the purchase journey. Mexico shows outsized momentum because more than 90% of smartphone users rely on WhatsApp, making it the de facto interface for banking, healthcare, and even government transactions. Vendors, therefore, race to perfect omnichannel orchestration so that context follows users across WhatsApp, Messenger, SMS, and in-app widgets. The immediate payoff is higher engagement, but the strategic prize is control of first-party data generated in every conversational step.

Growing Demand For Consumer Analytics And Personalized Experiences

Chatbots now funnel zero-party data straight into marketing stacks, turning routine service interactions into continuous preference mapping. Salesforce found in 2025 that 73% of consumers expect brands to understand them, yet only 38% feel understood, revealing a gap that chatbots are primed to close. Sephora's Messenger bot logs skin type, scent notes, and budget, then surfaces curated offers that convert 11% better than generic web pages. By capturing sentiment and intent at every turn, brands can iterate offers without engineering bottlenecks. Platforms that embed realtime dashboards for conversation analytics gain stickiness because marketers can tweak flows daily, not quarterly, thereby sharpening campaign relevance and return on ad spend.

Escalating Data-Privacy And Security Concerns

A patchwork of privacy statutes forces enterprises to juggle multiple compliance profiles, raising legal review costs and slowing go-lives. California Privacy Rights Act mandates disclosure and one-click opt-out before bots gather personal data. Thirteen more states enacted parallel laws by 2025, each with unique consent triggers, while HIPAA forbids transmitting protected health information over unsecured channels. A 2024 telecom breach exposing credit card numbers in chat logs led to a USD 12 million settlement, underscoring the liability stakes. Enterprises respond by keeping sensitive workflows on-premise, forfeiting cloud cost advantages to ensure data residency and audit control.

Other drivers and restraints analyzed in the detailed report include:

  1. Rapid Advances In NLP And Voice Recognition Technologies
  2. Integration Of Generative AI-Powered Self-Learning Chatbots
  3. Chatbot Hallucination Risk Leading To Brand-Reputation Fallout

For complete list of drivers and restraints, kindly check the Table Of Contents.

Segment Analysis

Small and medium enterprises contributed a modest portion of 2025 revenue, yet they are expanding at a 23.16% CAGR that outpaces large-enterprise growth, signaling democratization of the North America chatbot market. The cost hurdle has fallen from USD 50,000-150,000 custom builds to USD 500-2,000 monthly subscriptions, thanks to drag-and-drop builders like ManyChat and Tidio. Shopify Inbox embedded bot tools inside merchant dashboards, driving deployment by more than 200,000 stores within six months of its 2024 debut.

Large enterprises still dominate absolute spend because they integrate bots into Salesforce, SAP, and proprietary CRMs while enforcing single sign-on and role-based access, but SMEs are closing the functional gap with pre-trained industry libraries. This shift pressures vendors to segment offerings, selling turnkey packages to resource-limited SMEs and white-glove services to compliance-heavy conglomerates. The North America chatbot market benefits because a wider buyer base spreads R&D costs and fuels usage data that improve model performance.

Cloud deployments account for 69.11% of 2025 revenue and are projected to grow at a 23.19% CAGR as enterprises value on-demand scale and continuous feature updates. Managed services such as AWS Lex and Azure Bot Service shield developers from server provisioning and disaster recovery, enabling instant scaling for Black Friday surges without capex.

On-premises persists in finance and healthcare, where Gramm-Leach-Bliley and HIPAA require data to remain behind corporate firewalls. Hybrid models are therefore rising, housing sensitive inference in private clouds while routing benign traffic through public endpoints. ServiceNow Virtual Agent lets clients deploy orchestration locally and language understanding in Google Cloud, balancing control with GPU economics. Vendors boasting FedRAMP or HIPAA-eligible certifications now win competitive bids as regulators tighten scrutiny.

Complete Report Scope:

  • By Enterprise Size
    • Small and Medium Enterprises
    • Large Enterprises
  • By Deployment Model
    • On-Premise
    • Cloud-Based
  • By Application
    • Customer Support
    • Marketing and Sales
    • Personal Assistant
    • HR and Recruitment
    • Other Applications
  • By End-User Vertical
    • Retail and eCommerce
    • Banking, Financial Services and Insurance
    • Healthcare and Life Sciences
    • IT and Telecom
    • Travel and Hospitality
    • Government and Public Sector
    • Other End-User Verticals
  • By Technology
    • Machine-Learning and NLP Chatbots
    • Rule-Based Chatbots
    • Hybrid / Context-Aware Chatbots
  • By Platform
    • Web-Based
    • Mobile-App
    • Social-Messaging Channels
  • By Country
    • United States
    • Canada
    • Mexico

List of Companies Covered in this Report:

  1. International Business Machines Corporation
  2. Microsoft Corporation
  3. Google LLC
  4. Nuance Communications, Inc.
  5. LivePerson, Inc.
  6. Salesforce, Inc.
  7. Zendesk, Inc.
  8. Amazon Web Services, Inc.
  9. ServiceNow, Inc.
  10. Oracle Corporation
  11. ManyChat, Inc.
  12. Chatfuel Inc.
  13. Gupshup Inc.
  14. Amplify.ai, Inc.
  15. Pypestream, Inc.
  16. Meya.ai Inc.
  17. Octane AI, Inc.
  18. Pandorabots, Inc.
  19. Semantic Machines, Inc.
  20. Beep Boop, Inc.
  21. Reply.ai, Inc.
  22. Recime Limited
  23. Botpress, Inc.

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 LANDSCAPE

  • 4.1 Market Overview
  • 4.2 Market Drivers
    • 4.2.1 Rising Domination of Messaging Applications for Customer Engagement
    • 4.2.2 Growing Demand for Consumer Analytics and Personalised Experiences
    • 4.2.3 Rapid Advancements in NLP and Voice Recognition Technologies
    • 4.2.4 Integration of Generative AI-Powered Self-Learning Chatbots
    • 4.2.5 Expansion of Age-Tech Chatbots for Elder Care and Chronic Disease Support
    • 4.2.6 US Public-Sector Digital-Service Mandates Boosting Citizen Chatbots
  • 4.3 Market Restraints
    • 4.3.1 Lack of Organisational Awareness and Integration Complexity
    • 4.3.2 Escalating Data-Privacy and Security Concerns
    • 4.3.3 Chatbot Hallucination Risk Leading to Brand-Reputation Fallout
    • 4.3.4 Accessibility-Compliance Costs Under ADA and AODA Regulations
  • 4.4 Impact of Macroeconomic Factors on the Market
  • 4.5 Industry Value Chain Analysis
  • 4.6 Regulatory Landscape
  • 4.7 Technological Outlook
  • 4.8 Porter's Five Forces Analysis
    • 4.8.1 Threat of New Entrants
    • 4.8.2 Bargaining Power of Buyers
    • 4.8.3 Bargaining Power of Suppliers
    • 4.8.4 Threat of Substitutes
    • 4.8.5 Intensity of Competitive Rivalry

5 MARKET SIZE AND GROWTH FORECASTS (VALUE)

  • 5.1 By Enterprise Size
    • 5.1.1 Small and Medium Enterprises
    • 5.1.2 Large Enterprises
  • 5.2 By Deployment Model
    • 5.2.1 On-Premise
    • 5.2.2 Cloud-Based
  • 5.3 By Application
    • 5.3.1 Customer Support
    • 5.3.2 Marketing and Sales
    • 5.3.3 Personal Assistant
    • 5.3.4 HR and Recruitment
    • 5.3.5 Other Applications
  • 5.4 By End-User Vertical
    • 5.4.1 Retail and eCommerce
    • 5.4.2 Banking, Financial Services and Insurance
    • 5.4.3 Healthcare and Life Sciences
    • 5.4.4 IT and Telecom
    • 5.4.5 Travel and Hospitality
    • 5.4.6 Government and Public Sector
    • 5.4.7 Other End-User Verticals
  • 5.5 By Technology
    • 5.5.1 Machine-Learning and NLP Chatbots
    • 5.5.2 Rule-Based Chatbots
    • 5.5.3 Hybrid / Context-Aware Chatbots
  • 5.6 By Platform
    • 5.6.1 Web-Based
    • 5.6.2 Mobile-App
    • 5.6.3 Social-Messaging Channels
  • 5.7 By Country
    • 5.7.1 United States
    • 5.7.2 Canada
    • 5.7.3 Mexico

6 COMPETITIVE LANDSCAPE

  • 6.1 Market Concentration
  • 6.2 Strategic Moves
  • 6.3 Market Share Analysis
  • 6.4 Company Profiles (includes Global Level Overview, Market Level Overview, Core Segments, Financials as available, Strategic Information, Market Rank/Share for key companies, Products and Services, and Recent Developments)
    • 6.4.1 International Business Machines Corporation
    • 6.4.2 Microsoft Corporation
    • 6.4.3 Google LLC
    • 6.4.4 Nuance Communications, Inc.
    • 6.4.5 LivePerson, Inc.
    • 6.4.6 Salesforce, Inc.
    • 6.4.7 Zendesk, Inc.
    • 6.4.8 Amazon Web Services, Inc.
    • 6.4.9 ServiceNow, Inc.
    • 6.4.10 Oracle Corporation
    • 6.4.11 ManyChat, Inc.
    • 6.4.12 Chatfuel Inc.
    • 6.4.13 Gupshup Inc.
    • 6.4.14 Amplify.ai, Inc.
    • 6.4.15 Pypestream, Inc.
    • 6.4.16 Meya.ai Inc.
    • 6.4.17 Octane AI, Inc.
    • 6.4.18 Pandorabots, Inc.
    • 6.4.19 Semantic Machines, Inc.
    • 6.4.20 Beep Boop, Inc.
    • 6.4.21 Reply.ai, Inc.
    • 6.4.22 Recime Limited
    • 6.4.23 Botpress, Inc.

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

  • 7.1 White-Space and Unmet-Need Assessment