대화형 AI 시장 평가 : 컴포넌트별, 기술 유형별, 도입 방식별, 용도별, 최종 용도 산업별, 지역별, 기회, 예측(2017-2031년)

Global conversational AI market is projected to witness a CAGR of 22.68% during the forecast period 2024-2031, growing from USD 9.97 billion in 2023 to USD 51.15 billion in 2031. The conversational AI market is fueled by its increased use and continuous technological advancements. As per the data provided by Tidio LLC, chatbots have grown as one of the key tools as they help to minimize operational costs while increasing customer interactions. Also, the healthcare chatbot market will be worth USD 543 million by 2026. Automation in customer service will allow chatbots to handle a large chunk of HR queries and retail spending, further propelling the conversational AI market growth in the forecasted period.

For instance, in June 2024, International Business Machines Corp. announced the general availability of a set of new AI assistant innovations, including Watson Assistant for Z. The new enhancements offer generative AI and automation together in the name of productivity by modernizing enterprise workflows and streamlining business processes.

Demand for Customer Engagement Drives Growth in Conversational AI Market

The ability to provide on-demand support for each communication network allows conversational AI to minimize response times; it also serves to predict customer needs through predictive analytics and contextual understanding as it seamlessly integrates solutions with the customer's data, providing for more intelligent interactions and guiding users through complex queries or personalized recommendations. It allows simple automation of tasks to drive meaningful and value-added conversations and bring about deeper customer trust and engagement. Furthermore, conversational AI self-improves over time through user behaviors in evolving new ways to provide experiences that correspond to an individual's preference, ensuring greater customer loyalty and retention.

For example, in March 2024, Nuance Communications, Inc. integrated its Dragon Ambient eXperience (DAX) Copilot into MEDITECH Expanse, automating clinical documentation to reduce clinician workload, improve healthcare efficiency, and enhance patient care during in-person and telehealth visits.

Rising E-Commerce and Online Services Adoption Fuels the Conversational AI Market

E-commerce and online services are the major growth drivers that fuel the growth of the conversational AI market. Online shopping has become a significant trend, especially post-pandemic, and the need for businesses to effectively deal with customers on digital channels is growing. This rise in e-commerce indicates a visible move toward direct-to-consumer (DTC) models and virtual sales and further places demand on conversational AI to deliver instant, one-to-one customer support at scale.

Most business-to-business companies are transitioning to virtual sales with the increase in sales volumes in the cross-border e-commerce market, and the need for automated tools in the form of chatbots and virtual assistants is witnessed to rise sharply. Additionally, the growing complexity of e-commerce platforms is driving online sales by integrating conversational AI. As a result, the conversational AI market is expected to experience substantial growth in the coming years, making conversation AI essential for competitive e-commerce strategies.

For example, in January 2024, SAP SE introduced new AI-driven retail capabilities, enhancing customer experience through optimized business processes, predictive demand planning, personalized engagements, and improved order management, boosting profitability and customer loyalty.

Government Initiatives Acting as a Catalyst

Government initiatives play an important role in the significant fostering of the development of the conversational AI market, improving revenue streams across industries. The United States National Artificial Intelligence Initiative Act encourages AI-driven innovation across industries, such as retail and customer service, where chatbots and virtual assistants have become very important to expand their operations. The ecosystem of "AI for All" works with accelerated AI adoption in the public and private sectors, which fuels demand for conversational AI in e-commerce and banking.

European Union's Horizon Europe funding supports AI research, leading to advanced conversational tools for healthcare and citizen services. Meanwhile, China's AI Development Plan focuses on integrating AI across industries, increasing the usage of conversational AI, which drives further revenue in key sectors such as education and public services.

For example, in January 2024, the European Commission launched an artificial intelligence innovation package to support startups and small and medium-sized enterprises, providing access to supercomputers, financial support, and initiatives to foster artificial intelligence talent and emerging applications.

Retail and E-Commerce Segment Leads the Conversational AI Market

E-commerce is one of the most important growth factors for conversational AI in how businesses converse with online shoppers. Conversational AI continues to play an important role in improving the online shopping experience as digital retail grows. For example, AI-driven chatbots study customer behavior and preferences to make personalized product recommendations, making the shopping journey more engaging and relevant.

Additionally, conversational AI makes the buying process frictionless and smooth since it handles important things such as return processing, order inquiries, and shipping status in real time. Thus, it further increases efficiency and minimizes operational loads on the e-commerce platforms, ultimately reducing the chances of cart abandonment. Consequently, integrating conversational AI within their respective e-commerce platforms can immensely scale businesses. Therefore, businesses can meet more customers to drive increased conversion rates, propelling high growth in the conversational AI market.

North America Dominates Conversational AI Market Share

North America leads the conversational AI market due to its very robust technological infrastructure and insightful exploitation of customer data. It represents a high level of adoption in various industries such as retail, finance, and health, painting a picture of a mission to better customer experience via AI. Major technology hubs like Silicon Valley and Toronto provide a base for leading institutions and startups in artificial intelligence research, driving innovation in natural language processing and machine learning. Besides large investments, the facilitating regulatory environment further accelerates the developments. Sophisticated data analytics by companies in North America leverages fine-tuned AI interactions to consolidate the region's lead further and thereby achieve significant growth within the conversational AI market.

For instance, in March 2024, Inbenta Holdings Inc. introduced enhancements to its Digital Instructor product, offering more engaging and shareable interactive tutorials for companies to support customers and employees with step-by-step guidance.

Future Market Scenario (2024-2031F)

Conversational AI will be used to deliver hyper-personalized experiences through deeper insight into user data and increased satisfaction.

Small and medium-sized enterprises will increasingly adopt conversational AI in customer service automation, making them more efficient and reachable.

Conversational AI will seamlessly integrate across all the different communication channels, giving the customers one single experience, with increased usage in social media, websites, or mobile applications while dealing with a brand.

AI will enhance its fundamental emotional recognition capabilities to empathetic and subtle user interactions.

Key Players Landscape and Outlook

The leading technology providers in the conversational AI market vary greatly in advanced solutions and integration capabilities. The prominent players are recognized for sophisticated natural language processing and machine learning technologies, upgrading the engagement of their customers. Companies are leveraging strong integrations across different communication channels and enterprise systems owing to scalable platforms to develop and deploy chatbots and virtual assistants further fueling the growth in the conversational AI market. Businesses are driving innovation with continuous improvements in AI algorithms and user experience. Furthermore, young startups add dynamism to the market with fresh perspectives and specialized solutions, further extending the edge of conversational AI applications.

In August 2024, International Business Machines Corp. introduced a generative AI-powered Cybersecurity Assistant for its Threat Detection and Response Services. Built on the Watsonx platform, this AI enhances security operations, accelerates threat investigations, and improves response times by automating critical threat detection and remediation for clients.

In August 2024, Jio Haptik Technologies Limited expanded into the United Arab Emirates and Saudi Arabia, providing cutting-edge AI solutions to transform industries like retail, e-commerce, and healthcare, driving business efficiency and innovation.

Table of Contents

1. Project Scope and Definitions

2. Research Methodology

3. Executive Summary

4. Voice of Customer

• 4.1. Product and Market Intelligence
• 4.2. Mode of Brand Awareness
• 4.3. Factors Considered in Purchase Decisions
  • 4.3.1. Features and Other Value-Added Service
  • 4.3.2. IT Infrastructure Compatibility
  • 4.3.3. Efficiency of Solutions
  • 4.3.4. After-Sales Support
• 4.4. Consideration of Privacy and Regulations

5. Global Conversational AI Market Outlook, 2017-2031F

• 5.1. Market Size Analysis & Forecast
  • 5.1.1. By Value
• 5.2. Market Share Analysis & Forecast
  • 5.2.1. By Component
    • 5.2.1.1. Solutions
    • 5.2.1.2. Services
      • 5.2.1.2.1. Managed Services
      • 5.2.1.2.2. Professional Services
  • 5.2.2. By Technology Type
    • 5.2.2.1. Natural Processing Language
    • 5.2.2.2. Machine Learning and Deep Learning
    • 5.2.2.3. Automatic Speech Recognition
  • 5.2.3. By Deployment Mode
    • 5.2.3.1. Cloud-Based
    • 5.2.3.2. On-Premises
  • 5.2.4. By Application
    • 5.2.4.1. Customer Support
    • 5.2.4.2. Personnel Assistant
    • 5.2.4.3. Branding and Advertisement
    • 5.2.4.4. Customer Engagement and Retention
    • 5.2.4.5. Others
  • 5.2.5. By End-use Industry
    • 5.2.5.1. Banking, Financial Services and Insurance (BFSI)
    • 5.2.5.2. Healthcare
    • 5.2.5.3. IT and Telecommunication
    • 5.2.5.4. Retail and E-Commerce
    • 5.2.5.5. Education
    • 5.2.5.6. Media and Entertainment
    • 5.2.5.7. Automotive
    • 5.2.5.8. Others
  • 5.2.6. By Region
    • 5.2.6.1. North America
    • 5.2.6.2. Europe
    • 5.2.6.3. Asia-Pacific
    • 5.2.6.4. South America
    • 5.2.6.5. Middle East and Africa
  • 5.2.7. By Company Market Share Analysis (Top 5 Companies and Others - By Value, 2023)
• 5.3. Market Map Analysis, 2023
  • 5.3.1. By Component
  • 5.3.2. By Technology Type
  • 5.3.3. By Deployment Mode
  • 5.3.4. By Application
  • 5.3.5. By End-use Industry
  • 5.3.6. By Region

6. North America Conversational AI Market Outlook, 2017-2031F*

• 6.1. Market Size Analysis & Forecast
  • 6.1.1. By Value
• 6.2. Market Share Analysis & Forecast
  • 6.2.1. By Component
    • 6.2.1.1. Solutions
    • 6.2.1.2. Services
      • 6.2.1.2.1. Managed Services
      • 6.2.1.2.2. Professional Services
  • 6.2.2. By Technology Type
    • 6.2.2.1. Natural Processing Language
    • 6.2.2.2. Machine Learning and Deep Learning
    • 6.2.2.3. Automatic Speech Recognition
  • 6.2.3. By Deployment Mode
    • 6.2.3.1. Cloud-Based
    • 6.2.3.2. On-Premises
  • 6.2.4. By Application
    • 6.2.4.1. Customer Support
    • 6.2.4.2. Personnel Assistant
    • 6.2.4.3. Branding and Advertisement
    • 6.2.4.4. Customer Engagement and Retention
    • 6.2.4.5. Others
  • 6.2.5. By End-use Industry
    • 6.2.5.1. Banking, Financial Services and Insurance (BFSI)
    • 6.2.5.2. Healthcare
    • 6.2.5.3. IT and Telecommunication
    • 6.2.5.4. Retail and E-Commerce
    • 6.2.5.5. Education
    • 6.2.5.6. Media and Entertainment
    • 6.2.5.7. Automotive
    • 6.2.5.8. Others
  • 6.2.6. By Country Share
    • 6.2.6.1. United States
    • 6.2.6.2. Canada
    • 6.2.6.3. Mexico
• 6.3. Country Market Assessment
  • 6.3.1. United States Conversational AI Market Outlook, 2017-2031F*
    • 6.3.1.1. Market Size Analysis & Forecast
      • 6.3.1.1.1. By Value
    • 6.3.1.2. Market Share Analysis & Forecast
      • 6.3.1.2.1. By Component
        • 6.3.1.2.1.1. Solutions
        • 6.3.1.2.1.2. Services
        • 6.3.1.2.1.2.1. Managed Services
        • 6.3.1.2.1.2.2. Professional Services
      • 6.3.1.2.2. By Technology Type
        • 6.3.1.2.2.1. Natural Processing Language
        • 6.3.1.2.2.2. Machine Learning and Deep Learning
        • 6.3.1.2.2.3. Automatic Speech Recognition
      • 6.3.1.2.3. By Deployment Mode
        • 6.3.1.2.3.1. Cloud-Based
        • 6.3.1.2.3.2. On-Premises
      • 6.3.1.2.4. By Application
        • 6.3.1.2.4.1. Customer Support
        • 6.3.1.2.4.2. Personnel Assistant
        • 6.3.1.2.4.3. Branding and Advertisement
        • 6.3.1.2.4.4. Customer Engagement and Retention
        • 6.3.1.2.4.5. Others
      • 6.3.1.2.5. By End-use Industry
        • 6.3.1.2.5.1. Banking, Financial Services and Insurance (BFSI)
        • 6.3.1.2.5.2. Healthcare
        • 6.3.1.2.5.3. IT and Telecommunication
        • 6.3.1.2.5.4. Retail and E-Commerce
        • 6.3.1.2.5.5. Education
        • 6.3.1.2.5.6. Media and Entertainment
        • 6.3.1.2.5.7. Automotive
        • 6.3.1.2.5.8. Others
  • 6.3.2. Canada
  • 6.3.3. Mexico

All segments will be provided for all regions and countries covered

7. Europe Conversational AI Market Outlook, 2017-2031F

• 7.1. Germany
• 7.2. France
• 7.3. Italy
• 7.4. United Kingdom
• 7.5. Russia
• 7.6. Netherlands
• 7.7. Spain
• 7.8. Turkey
• 7.9. Poland

8. Asia-Pacific Conversational AI Market Outlook, 2017-2031F

• 8.1. India
• 8.2. China
• 8.3. Japan
• 8.4. Australia
• 8.5. Vietnam
• 8.6. South Korea
• 8.7. Indonesia
• 8.8. Philippines

9. South America Conversational AI Market Outlook, 2017-2031F

• 9.1. Brazil
• 9.2. Argentina

10. Middle East and Africa Conversational AI Market Outlook, 2017-2031F

• 10.1. Saudi Arabia
• 10.2. UAE
• 10.3. South Africa

11. Porter's Five Forces Analysis

12. PESTLE Analysis

13. Market Dynamics

• 13.1. Market Drivers
• 13.2. Market Challenges

14. Market Trends and Developments

15. Case Studies

16. Competitive Landscape

• 16.1. Competition Matrix of Top 5 Market Leaders
• 16.2. SWOT Analysis for Top 5 Players
• 16.3. Key Players Landscape for Top 10 Market Players
  • 16.3.1. International Business Machines Corp.
    • 16.3.1.1. Company Details
    • 16.3.1.2. Key Management Personnel
    • 16.3.1.3. Products and Services
    • 16.3.1.4. Financials (As Reported)
    • 16.3.1.5. Key Market Focus and Geographical Presence
    • 16.3.1.6. Recent Developments/Collaborations/Partnerships/Mergers and Acquisitions
  • 16.3.2. Alphabet Inc.
  • 16.3.3. Amazon Web Services, Inc.
  • 16.3.4. Baidu, Inc.
  • 16.3.5. Inbenta Technologies Inc.
  • 16.3.6. Jio Haptik Technologies Limited
  • 16.3.7. Microsoft Corporation
  • 16.3.8. Nuance Communications, Inc.
  • 16.3.9. Oracle Corporation
  • 16.3.10. SAP SE

Companies mentioned above DO NOT hold any order as per market share and can be changed as per information available during research work.

17. Strategic Recommendations

18. About Us and Disclaimer