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市場調查報告書
商品編碼
2021525
人工智慧市場預測(至2034年):知識管理領域全球分析(按工具類型、組件、價格範圍、應用、最終用戶和地區分類)AI in Knowledge Management Market Forecasts to 2034 - Global Analysis By Tool Type, Component, Pricing, Application, End User and By Geography |
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根據 Stratistics MRC 的數據,預計到 2026 年,全球知識管理領域的 AI 市場規模將達到 76 億美元,並在預測期內以 11.6% 的複合年成長率成長,到 2034 年將達到 184 億美元。
在知識管理領域,人工智慧(AI)指的是一種智慧企業軟體平台,它整合了機器學習、自然語言處理、語義搜尋和生成式人工智慧等功能。該平台能夠自動組織、搜尋、搜尋和整合企業知識資產,例如文件、資料庫、專家檔案和組織記憶,涵蓋整個企業內容庫。透過對話式和搜尋主導介面,員工可以有效率地存取相關訊息,發現隱藏的知識關聯,並從公司知識庫中產生人工智慧輔助的答案。
遠距工作導致知識碎片化
遠距辦公和混合辦公模式的普及帶來了一個重大挑戰:組織知識碎片化。過去透過非正式的面對面協作傳遞的組織知識,如今卻分散在個人數位工作空間和通訊工具的檔案庫中,如果沒有人工智慧驅動的知識發現和搜尋能力,就難以搜尋和整合。企業正在投資人工智慧知識管理平台,以便在地理位置分散的員工隊伍中儲存和利用分散式組織知識。
內容品質和管治
知識庫內容品質的下降和管治的複雜性削弱了人工智慧知識管理平台的有效性。企業難以維護準確、及時更新且結構良好的知識庫,而這些知識庫對於支援可靠的人工智慧產生回應至關重要。當輸入人工智慧搜尋系統的內容過時、冗餘或不準確時,系統會產生誤導性推薦,並損害員工的信任。因此,平台採用率受到限制,知識管理技術的投資報酬率也受到阻礙。
客戶服務知識自動化
利用人工智慧實現客戶服務知識庫自動化,能夠協助客服中心部署智慧知識搜尋系統,進而帶來大規模的商業機會。該系統可為客服負責人提供人工智慧產生的即時回覆提案、自動案例解決推薦以及對話式知識搜尋功能,從而縮短平均處理時間,並提高所有客戶支援業務的首次回應解決率。
通用人工智慧助理領域的競爭對手
主流技術平台推出的功能日益強大的通用型人工智慧助理產品,為企業員工提供了多樣化的知識搜尋和整合能力,在一定程度上取代了企業對專用知識管理平台的投資。當低成本的人工智慧助理訂閱服務能夠充分滿足常見的知識存取需求時,企業可能就不太願意為專業的知識管理解決方案支付高昂的費用了。
新冠疫情暴露了企業知識管理的重大脆弱性,由於遠距辦公模式的興起,依賴員工在同一地點進行面對面交流的非正式知識共用機制遭到破壞。因此,企業迫切需要投資數位化知識收集和人工智慧驅動的搜尋系統,以維持業務連續性。疫情引發的離職潮導致勞動力中斷,也為知識的連續性帶來了風險,加速了系統化知識文件和人工智慧知識儲存平台的普及應用。即使在疫情結束後,分散式工作模式仍佔據主導地位,對人工智慧在知識管理領域的投資需求依然強勁。
在預測期內,人工智慧聊天機器人和虛擬助理細分市場預計將成為規模最大的市場。
預計在預測期內,人工智慧聊天機器人和虛擬助理領域將佔據最大的市場佔有率。這主要歸功於企業廣泛採用互動式人工智慧介面,透過自然語言對話將員工和客戶與企業的知識庫連接起來,與傳統的基於搜尋的介面相比,顯著降低了知識搜尋的阻力。客戶服務、IT服務台和人力資源自助服務應用是全球利用人工智慧聊天機器人進行知識管理部署量最大的領域。
預計在預測期內,硬體領域將呈現最高的複合年成長率。
在預測期內,硬體領域預計將呈現最高的成長率。這主要得益於企業對人工智慧推理基礎設施的投資,這些基礎設施支援大規模知識管理部署,包括即時語義搜尋索引、基於大型語言模型的響應生成以及知識圖譜探索操作。這些部署需要處理企業級事務量,因此需要專用的GPU加速器容量來維持員工生產力應用程式中可接受的查詢回應延遲。
在預測期內,北美預計將佔據最大的市場佔有率。這是因為美國公司是全球最大的企業知識管理軟體買家,該技術應用高度成熟,微軟、IBM 和 Lucidworks 等主要人工智慧知識平台供應商均已進入北美市場,而且科技、金融服務和專業服務等行業正在對企業人工智慧助理和知識自動化能力進行大量投資。
在預測期內,亞太地區預計將呈現最高的複合年成長率。這主要歸功於日本、中國、印度和澳洲等國企業在數位轉型方面的快速投資,從而推動了對人工智慧知識管理平台的需求成長;同時,該地區知識密集型服務產業的蓬勃發展也需要先進的組織知識收集和搜尋能力,以在分散式員工隊伍的營運中維持服務品質。
According to Stratistics MRC, the Global AI in Knowledge Management Market is accounted for $7.6 billion in 2026 and is expected to reach $18.4 billion by 2034 growing at a CAGR of 11.6% during the forecast period. AI in knowledge management refers to intelligent enterprise software platforms integrating machine learning, natural language processing, semantic search, and generative AI capabilities to automatically organize, tag, retrieve, and synthesize organizational knowledge assets including documents, databases, expertise profiles, and institutional memory across enterprise content repositories, enabling employees to efficiently access relevant information, discover hidden knowledge connections, and generate AI-assisted responses from corporate knowledge bases through conversational and search-driven interfaces.
Remote Work Knowledge Fragmentation
Remote and hybrid work model adoption has created critical organizational knowledge fragmentation challenges as institutional knowledge previously transferred through informal in-person collaboration becomes siloed within individual digital workspaces and communication tool archives that are difficult to search and synthesize without AI-powered knowledge discovery and retrieval capabilities. Enterprises are investing in AI knowledge management platforms to preserve and activate distributed organizational intelligence across geographically dispersed workforce populations.
Content Quality and Governance
Knowledge base content quality deterioration and governance complexity undermine AI knowledge management platform effectiveness as organizations struggle to maintain accurate, up-to-date, and well-structured knowledge repositories required to support reliable AI-generated responses. Outdated, duplicated, or inaccurate knowledge content feeding AI retrieval systems generates misleading recommendations and employee trust erosion that ultimately limits platform adoption and return-on-investment realization from knowledge management technology investments.
Customer Service Knowledge Automation
AI-powered customer service knowledge base automation represents a high-volume commercial opportunity as contact centers deploy intelligent knowledge retrieval systems that provide customer service agents with real-time AI-generated response suggestions, automated case resolution recommendations, and conversational knowledge search capabilities that reduce average handling time and improve first-contact resolution rates across customer support operations at scale.
Generalist AI Assistant Competition
Increasingly capable generalist AI assistant products from major technology platforms are providing enterprise employees with general-purpose knowledge retrieval and synthesis capabilities that partially substitute for dedicated enterprise knowledge management platform investments, potentially reducing enterprise willingness to pay premium prices for specialized knowledge management solutions when lower-cost AI assistant subscriptions address common knowledge access use cases adequately.
COVID-19 exposed critical enterprise knowledge management vulnerabilities as remote work transitions eliminated informal knowledge sharing mechanisms dependent on physical co-location, generating urgent investment in digital knowledge capture and AI-powered retrieval systems to maintain operational continuity. Workforce disruptions from pandemic-related turnover created knowledge continuity risks that accelerated systematic knowledge documentation and AI-assisted knowledge preservation platform adoption. Post-pandemic distributed work persistence sustains strong AI knowledge management investment demand.
The AI chatbots & virtual assistants segment is expected to be the largest during the forecast period
The AI chatbots & virtual assistants segment is expected to account for the largest market share during the forecast period, due to widespread enterprise deployment of conversational AI interfaces connecting employees and customers to organizational knowledge bases through natural language interactions that dramatically reduce knowledge retrieval friction compared to traditional search-based interfaces. Customer service, IT helpdesk, and HR self-service applications represent the highest-volume AI chatbot knowledge management deployment categories globally.
The hardware segment is expected to have the highest CAGR during the forecast period
Over the forecast period, the hardware segment is predicted to witness the highest growth rate, driven by enterprise investment in AI inference infrastructure supporting large-scale knowledge management deployments incorporating real-time semantic search indexing, large language model response generation, and knowledge graph traversal operations at enterprise transaction volumes that require dedicated GPU accelerator capacity to maintain acceptable query response latency for employee productivity applications.
During the forecast period, the North America region is expected to hold the largest market share, due to United States enterprises representing the world's largest enterprise knowledge management software buyers with high technology adoption maturity, leading AI knowledge platform vendors including Microsoft, IBM, and Lucidworks, and substantial investment in enterprise AI assistant and knowledge automation capabilities across technology, financial services, and professional services sectors.
Over the forecast period, the Asia Pacific region is anticipated to exhibit the highest CAGR, due to rapid enterprise digital transformation investment across Japan, China, India, and Australia generating growing AI knowledge management platform demand, combined with expanding regional knowledge-intensive service sector development requiring sophisticated organizational knowledge capture and retrieval capabilities to maintain service quality across distributed workforce operations.
Key players in the market
Some of the key players in AI in Knowledge Management Market include Microsoft Corporation, IBM Corporation, Oracle Corporation, SAP SE, ServiceNow Inc., Google LLC, Amazon Web Services Inc., OpenText Corporation, Adobe Inc., Lucidworks Inc., Elastic N.V., Atlassian Corporation Plc, Zoho Corporation, Tata Consultancy Services (TCS), Infosys Limited, Wipro Limited, and Accenture plc.
In March 2026, Microsoft Corporation launched Microsoft 365 Copilot knowledge management enhancements enabling AI-powered organizational knowledge synthesis across SharePoint, Teams, and Outlook content repositories with enterprise search integration.
In February 2026, Elastic N.V. introduced a new AI-powered enterprise knowledge retrieval platform combining vector search and large language model generation for accurate contextual knowledge synthesis from enterprise document repositories.
In January 2026, Atlassian Corporation Plc expanded Confluence AI capabilities with automated knowledge gap identification and content recommendation features enabling teams to maintain comprehensive and current organizational knowledge documentation.
Note: Tables for North America, Europe, APAC, South America, and Rest of the World (RoW) Regions are also represented in the same manner as above.