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市場調查報告書
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2124700

北美和歐洲聊天機器人：市場佔有率分析、行業趨勢和統計數據以及成長預測（2026-2031 年）

North America And Europe Chatbot - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2026 - 2031)
出版日期: | 出版商: Mordor Intelligence | 英文 130 Pages | 商品交期: 2-3個工作天內

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簡介目錄

據 Mordor Intelligence 稱，2025 年北美和歐洲聊天機器人市場價值 72.5 億美元，預計到 2031 年將達到 180.1 億美元，而 2026 年為 86.7 億美元，預測期（2026-2031 年）的複合年成長率為 15.74%。

北美和歐洲聊天機器人市場-IMG1

本報告按公司規模（大型企業、中小企業）、終端用戶行業（銀行、金融服務和保險、零售、醫療保健等）、架構（基於規則/自然語言理解聊天機器人等）、部署模式（雲端、本地/私有雲端）、通訊管道（網頁和行動應用等）以及地區進行細分。市場預測以美元計價。

北美和歐洲聊天機器人市場的趨勢和洞察

透過搜尋增強生成 (RAG) 實現客戶體驗個人化

RAG（基於資源的分析）技術使聊天機器人搜尋自身的知識庫，並基於企業數據而非加權通用模型提供答案。 NVIDIA 在先導計畫中證明，新增向量資料庫可將事實錯誤減少 68%。微軟於 2025 年中在 Copilot Studio 中推出了 Azure AI 搜尋索引。 United Wholesale Mortgage 使用該索引每月處理 14,000 份貸款文件，且幾乎無需人工審核。 GDPR 迫使歐洲銀行遷移到本地部署的 RAG 架構，從而增加了對提供混合雲端架構的供應商的需求。準確性和可審計性如今比流暢性更為重要，這正在重塑北美和歐洲聊天機器人市場的產品藍圖。

歐盟數位服務法案：強制要求提供全天候數位支持

《數位服務法案》於2024年2月全面生效，適用於大型線上平台。該法案強制要求平台提供持續的多語言支持，迫使平台提供者部署支援歐盟24種官方語言的聊天機器人。德國網路安全機構要求自動化支援系統記錄所有交互，並優先選擇帶有合規性儀錶板的聊天機器人套件。服務歐盟用戶的美國公司正在採用符合全球標準的架構，歐洲標準也正在北美和歐洲的聊天機器人市場推廣。

憑證式的API定價波動

OpenAI將於2025年3月將其ChatGPT-4 API的使用費提高15%，而Anthropic則轉向分級定價模式，這增加了大型用戶預算規劃的不確定性。一家歐洲電信業者透露，其API相關成本較去年同期翻了三倍，促使其重新評估本地部署語言模型的方案。微軟的基於積分的收費系統導致使用費率根據查詢長度波動高達300%，這促使企業轉向混合和開放原始碼方案以控制成本。

細分市場分析

預計到2025年，大型企業將佔北美和歐洲聊天機器人市場54.81%的收入佔有率，這凸顯了它們在深度CRM整合和多語言支援方面擁有的雄厚資源。同時，中小企業(SME)預計到2031年將以16.06%的複合年成長率成長，這主要得益於低程式碼建置工具將發布週期從數週縮短至數小時。微軟的數據顯示，在16萬個Copilot Studio租戶中，40%的企業員工人數少於250人，顯示目前主導互動式專案的是業務部門，而非IT團隊。義大利的PNRR等津貼以及西班牙和葡萄牙的類似補貼進一步縮小了採用差距，鞏固了中小企業在北美和歐洲聊天機器人市場中作為優先成長領域的地位。

中小企業正在利用預置模板進行訂單追蹤和預訂管理，而大型企業則為了滿足 GDPR 和 HIPAA 的要求，繼續採用本地部署或混合部署模式。這種兩極化的趨勢要求平台提供者在易用性和企業級管治之間取得平衡，並提供能夠隨著客戶成熟度而不斷擴展的可擴展定價模式。

預計到2025年，銀行、金融和保險（BFSI）行業將保持28.63%的市場佔有率，但隨著許多關鍵應用情境趨於成熟，其成長預計將趨於平緩。相較之下，醫療保健產業預計將以15.93%的複合年成長率成長，這主要得益於遠距醫療保險覆蓋範圍的擴大以及美國遠端醫療監督管理局（FDA）關於行政聊天機器人無需上市前核准的指導意見。 2025年發表在《美國醫學會雜誌》（JAMA）上的一項研究發現，使用聊天機器人進行提醒和接待工作可將爽約率降低22%，這進一步支持了該行業預計的快速成長。

醫療機構為了保護敏感數據，更傾向於採用本地部署方案，而零售業則利用聊天機器人進行對話式商務，例如 Shopify 基於 Gemini 的產品發現功能，該功能將轉換率提升了 18%。在北美和歐洲的聊天機器人市場，各細分領域的合規性要求和投資報酬率因素將繼續影響供應商的市場定位。

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
    • 透過搜尋增強生成 (RAG) 實現客戶體驗個人化
    • 歐盟數位服務法案（DSA）規定了全天候數位支援。
    • 將 ChatGPT 和 Claude API 整合到 SaaS 生態系統中
    • 客服中心人手不足正在推動自動化。
    • 低程式碼/無程式碼機器人建構器的興起
    • 5G 和邊緣雲的部署將使即時、多模態機器人成為可能。
  • 市場限制因素
    • 憑證式的API定價波動
    • 不同通訊平台的政策差異
    • 邊緣設備在設備推理中的隱私限制
    • 文化上對機器人主導的心理健康和敏感服務的抵制
  • 產業價值鏈分析
  • 監理情勢
  • 技術展望
  • 波特五力分析
  • 聊天機器人的歷史與演變
  • 宏觀經濟因素對市場的影響

第5章 市場規模與成長預測

  • 按公司規模
    • 大公司
    • 中小企業
  • 按最終用戶行業分類
    • BFSI
    • 零售
    • 衛生保健
    • IT/通訊
    • 旅遊與飯店
    • 其他終端用戶產業
  • 以建築學為例
    • 基於規則/自然語言理解的聊天機器人
    • 人工智慧生成的聊天機器人
    • 混合架構
  • 按部署模式
    • 基於雲端的
    • 本地部署/私有雲端
  • 透過通訊管道
    • 網頁和行動應用
    • 社群媒體/通訊應用
    • 語音助理和互動式語音應答系統
    • 產品Widgets/SDK
  • 按地區
    • 北美洲
      • 美國
      • 加拿大
      • 墨西哥
    • 歐洲
      • 英國
      • 德國
      • 法國
      • 義大利
      • 其他歐洲國家

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
    • Microsoft Corporation
    • IBM Corporation
    • Google LLC（Alphabet Inc.）
    • LivePerson, Inc.
    • Zendesk, Inc.
    • Nuance Communications, Inc.
    • Drift.com, Inc.
    • Intercom, Inc.
    • ManyChat, Inc.
    • Rasa Technologies, Inc.
    • Cognigy GmbH
    • Gupshup（Webaroo Inc.）
    • Amplify.ai（TruVerse, Inc.）
    • CM.com NV
    • Inbenta Holdings Inc.
    • Chatfuel（200 Labs, Inc.）
    • Octane AI, Inc.
    • Personetics Technologies Ltd.
    • Kore.ai, Inc.
    • Pypestream, Inc.
    • Pandorabots, Inc.
    • Ada Support, Inc.
    • Genesys Cloud Services Inc.

第7章 市場機會與未來展望

簡介目錄
Product Code: 72348

According to Mordor Intelligence, the North America and Europe Chatbot Market size was valued at USD 7.25 billion in 2025 and is estimated to grow from USD 8.67 billion in 2026 to reach USD 18.01 billion by 2031, at a CAGR of 15.74% during the forecast period (2026-2031).

North America And Europe Chatbot - Market - IMG1

This report is Segmented by Enterprise Size (Large Enterprises, and Small and Medium Enterprises), End-User Vertical (BFSI, Retail, Healthcare, and More), Architecture (Rule-based/NLU Chatbots, and More), Deployment Model (Cloud-Based, and On-Premise/Private Cloud), Communication Channel (Web and Mobile Apps, and More), and Geography. The Market Forecasts are Provided in Terms of Value (USD).

North America And Europe Chatbot Market Trends and Insights

CX Personalization Via Retrieval-Augmented Generation (RAG)

RAG lets chatbots query proprietary knowledge bases in real time, grounding answers in enterprise data instead of generic model weights. NVIDIA showed that adding vector databases cut factual errors by 68% in pilot projects. Microsoft enabled Azure AI Search indices inside Copilot Studio in mid-2025, which United Wholesale Mortgage uses to process 14,000 loan files monthly with limited human review. GDPR pushes European banks toward on-premise RAG stacks, boosting demand for vendors that deliver hybrid-cloud architectures. Accuracy and auditability now outrank sheer fluency, reshaping product roadmaps across the North America and Europe chatbot market.

EU Digital Services Act 24/7 Digital-Support Mandate

The Digital Services Act, fully enforceable for very large online platforms since February 2024, obliges continuous multilingual support, prompting platforms to deploy chatbots across 24 official EU languages. Germany's cybersecurity authority required that automated support systems log every interaction, favoring chatbot suites with compliance dashboards. U.S. firms serving EU users are adopting compliant architectures globally, exporting European standards across the North America and Europe chatbot market.

Token-Based API-Pricing Volatility

OpenAI raised ChatGPT-4 API fees by 15% in March 2025, while Anthropic shifted to tiered pricing, raising budgeting uncertainty for high-volume users. A European telecom disclosed tripled API spending year over year, prompting reviews of on-premise language-model deployment. Microsoft's credit-based pricing shows burn rates fluctuating by 300% depending on query length, pushing enterprises toward hybrid or open-source options to cap costs.

Other drivers and restraints analyzed in the detailed report include:

  1. SaaS Ecosystem Embedding of ChatGPT and Claude APIs
  2. Contact-Center Labor Shortages Push Automation
  3. Fragmented Messaging-Platform Policies

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

Segment Analysis

Large enterprises contributed 54.81% revenue in 2025, underscoring their resources for deep CRM integration and multilingual support across the North America and Europe chatbot market size. Yet SMEs are forecast to grow 16.06% CAGR through 2031, fueled by low-code builders that cut launch times from weeks to hours. Microsoft noted that 40% of the 160,000 Copilot Studio tenants have fewer than 250 staff, signaling that business units, not IT teams, now champion conversational projects. Italy's PNRR grants and similar subsidies in Spain and Portugal further close the adoption gap, reinforcing SMEs as a priority growth segment within the North America and Europe chatbot market.

SMEs pursue pre-built templates for order tracking and appointment scheduling, while large enterprises retain on-premise and hybrid rollouts to meet GDPR or HIPAA mandates. This bifurcation means platform providers must balance ease of use with enterprise-grade governance, offering scalable pricing tiers that evolve as customers mature.

BFSI retained 28.63% share in 2025, but growth is leveling as most tier-1 use cases mature. Healthcare, in contrast, is predicted to post a 15.93% CAGR, propelled by expanded telehealth reimbursement and FDA guidance that exempts administrative chatbots from pre-market approval. A 2025 JAMA study found no-show rates fell 22% when chatbots handled reminders and intake, fortifying the case for rapid scaling.

Health systems favor on-premise deployments to safeguard sensitive data, whereas retail leverages chatbots for conversational commerce, exemplified by Shopify's Gemini-powered product discovery that boosted conversions 18%. Segment-specific compliance and ROI drivers will continue to dictate vendor positioning across the North America and Europe chatbot market.

Complete Report Scope:

  • By Enterprise Size
    • Large Enterprises
    • Small and Medium Enterprises (SMEs)
  • By End-User Vertical
    • BFSI
    • Retail
    • Healthcare
    • IT and Telecom
    • Travel and Hospitality
    • Other End-User Verticals
  • By Architecture
    • Rule-based/NLU Chatbots
    • Generative-AI Chatbots
    • Hybrid Architectures
  • By Deployment Model
    • Cloud-based
    • On-Premise/Private Cloud
  • By Communication Channel
    • Web and Mobile Apps
    • Social Media/Messaging Apps
    • Voice Assistants and IVR
    • In-Product Widgets/SDKs
  • By Geography
    • North America
      • United States
      • Canada
      • Mexico
    • Europe
      • United Kingdom
      • Germany
      • France
      • Italy
      • Rest of Europe

List of Companies Covered in this Report:

  1. Microsoft Corporation
  2. IBM Corporation
  3. Google LLC (Alphabet Inc.)
  4. LivePerson, Inc.
  5. Zendesk, Inc.
  6. Nuance Communications, Inc.
  7. Drift.com, Inc.
  8. Intercom, Inc.
  9. ManyChat, Inc.
  10. Rasa Technologies, Inc.
  11. Cognigy GmbH
  12. Gupshup (Webaroo Inc.)
  13. Amplify.ai (TruVerse, Inc.)
  14. CM.com N.V.
  15. Inbenta Holdings Inc.
  16. Chatfuel (200 Labs, Inc.)
  17. Octane AI, Inc.
  18. Personetics Technologies Ltd.
  19. Kore.ai, Inc.
  20. Pypestream, Inc.
  21. Pandorabots, Inc.
  22. Ada Support, Inc.
  23. Genesys Cloud Services 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 CX Personalization via Retrieval-Augmented Generation (RAG)
    • 4.2.2 EU Digital Services Act (DSA) 24/7 Digital-Support Mandate
    • 4.2.3 SaaS Ecosystem Embedding of ChatGPT and Claude APIs
    • 4.2.4 Contact-Center Labor Shortages Push Automation
    • 4.2.5 Rise of Low-Code / No-Code Bot Builders
    • 4.2.6 5G and Edge-Cloud Roll-outs Enable Real-Time Multimodal Bots
  • 4.3 Market Restraints
    • 4.3.1 Token-Based API-Pricing Volatility
    • 4.3.2 Fragmented Messaging-Platform Policies
    • 4.3.3 Edge-Device Privacy Constraints for On-Device Inference
    • 4.3.4 Cultural Pushback on Bot-Led Mental-Health and Sensitive Services
  • 4.4 Industry Value Chain Analysis
  • 4.5 Regulatory Landscape
  • 4.6 Technological Outlook
  • 4.7 Porter's Five Forces Analysis
    • 4.7.1 Bargaining Power of Suppliers
    • 4.7.2 Bargaining Power of Buyers
    • 4.7.3 Threat of New Entrants
    • 4.7.4 Threat of Substitutes
    • 4.7.5 Intensity of Competitive Rivalry
  • 4.8 History and Evolution of Chatbots
  • 4.9 Impact of Macroeconomic Factors on the Market

5 MARKET SIZE AND GROWTH FORECASTS (VALUE)

  • 5.1 By Enterprise Size
    • 5.1.1 Large Enterprises
    • 5.1.2 Small and Medium Enterprises (SMEs)
  • 5.2 By End-User Vertical
    • 5.2.1 BFSI
    • 5.2.2 Retail
    • 5.2.3 Healthcare
    • 5.2.4 IT and Telecom
    • 5.2.5 Travel and Hospitality
    • 5.2.6 Other End-User Verticals
  • 5.3 By Architecture
    • 5.3.1 Rule-based/NLU Chatbots
    • 5.3.2 Generative-AI Chatbots
    • 5.3.3 Hybrid Architectures
  • 5.4 By Deployment Model
    • 5.4.1 Cloud-based
    • 5.4.2 On-Premise/Private Cloud
  • 5.5 By Communication Channel
    • 5.5.1 Web and Mobile Apps
    • 5.5.2 Social Media/Messaging Apps
    • 5.5.3 Voice Assistants and IVR
    • 5.5.4 In-Product Widgets/SDKs
  • 5.6 By Geography
    • 5.6.1 North America
      • 5.6.1.1 United States
      • 5.6.1.2 Canada
      • 5.6.1.3 Mexico
    • 5.6.2 Europe
      • 5.6.2.1 United Kingdom
      • 5.6.2.2 Germany
      • 5.6.2.3 France
      • 5.6.2.4 Italy
      • 5.6.2.5 Rest of Europe

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 Microsoft Corporation
    • 6.4.2 IBM Corporation
    • 6.4.3 Google LLC (Alphabet Inc.)
    • 6.4.4 LivePerson, Inc.
    • 6.4.5 Zendesk, Inc.
    • 6.4.6 Nuance Communications, Inc.
    • 6.4.7 Drift.com, Inc.
    • 6.4.8 Intercom, Inc.
    • 6.4.9 ManyChat, Inc.
    • 6.4.10 Rasa Technologies, Inc.
    • 6.4.11 Cognigy GmbH
    • 6.4.12 Gupshup (Webaroo Inc.)
    • 6.4.13 Amplify.ai (TruVerse, Inc.)
    • 6.4.14 CM.com N.V.
    • 6.4.15 Inbenta Holdings Inc.
    • 6.4.16 Chatfuel (200 Labs, Inc.)
    • 6.4.17 Octane AI, Inc.
    • 6.4.18 Personetics Technologies Ltd.
    • 6.4.19 Kore.ai, Inc.
    • 6.4.20 Pypestream, Inc.
    • 6.4.21 Pandorabots, Inc.
    • 6.4.22 Ada Support, Inc.
    • 6.4.23 Genesys Cloud Services Inc.

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

  • 7.1 White-space and Unmet-Need Assessment