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Chatbots Market Research Report Information By Type (Software, Services), By Deployment (Cloud, On Premise), By Usage (Websites, Social Media, Mobile Platform), By Vertical (BFSI, Retail, e-commerce, Government, Travel, Hospitality, Others), And By Region (North America, Europe, Asia-Pacific, And Rest Of The World) – Market Forecast Till 2030.

ID: MRFR/ICT/2195-HCR | 100 Pages | Author: Shubham Munde| May 2024

Chatbots Market Overview

Chatbots Market Size was valued at USD 2.47 Billion in 2021. The Chatbots industry is projected to grow from USD 4.92 Billion in 2022 to USD 24.64 Billion by 2030, exhibiting a compound annual growth rate (CAGR) of 23.91% during the forecast period (2024 - 2030). A chatbots is a conversational character that is developed to interact with humans through communication gateways. This technology is accessed by users through the internet. These are developed based on artificial intelligence to complete any task. The Chatbots Industry is highly popular industries because of its multiple functionalities and applications. Many factors fuel the chatbots market. The market is driven for the past decade by the help of artificial intelligence. The major driving factor of the market is the extreme use of online messaging.

Figure 1: Chatbots Market Market Size, 2022-2030 (USD Billion)

Chatbots Market Overview.

Source: Secondary Research, Primary Research, MRFR Database, and Analyst Review

Increased understanding and benefits of chatbots over traditional customer support solutions

The market is growing as people become more aware of chatbots and their advantages, such as 24/7 service availability, higher response capacity, increased return on investment (ROI) for customer support, and simpler procedures for recurrent inquiries. Additionally, the use of chatbots has significant advantages for the BFSI industry, such as a rise in net promoter score (NPS), an increase in consumer convenience in terms of product offerings, and a reduction in response times. These advantages have fueled the expansion of the BFSI chatbots market.

Latest Industry News On Chatbots Market

On May 25, 2023, Global Message Services (GMS) launched its enterprise AI Chatbots solution, enhancing customer care, HR & recruitment, and marketing & sales capabilities. GMS' AI Chatbots solution uses Natural Language Understanding (NLU) and advanced context-based AI to help enterprises improve their customer experience, provide support, and drive engagement while reducing and optimizing costs.

Enterprises can deploy the solution with additional consultancy options on-premise or in the cloud to get help with the deployment and management of their chatbots. Now enterprises can seamlessly cover their external and internal communications via GMS' one-stop-shop solution, integrating with their existing workflows.

On May 26, 2023, TikTok announced that it has begun testing a generative AI chatbot - Tako. The chatbot is developed by Watchful.ai, an Israeli app intelligence firm for finding content on the social media video app. Tako's third-party generative AI model source has yet to plan a wider rollout. TikTok has also submitted a trademark application for Tako.

On May 25, 2023, Character.AI, a chatbot startup, rolled out its first mobile apps for iOS and Android mobile devices that let users create and converse with chatbots. The app works like the chatbots on its website, allowing people to interact with characters previously created by users or to make their own. Existing characters include chatbots that simulate personas like gassy, flirty unicorn, singer Ariana Grande, and more.

On May 24, 2023, Microsoft unveiled a new WhatsApp chatbot, Jugalbandi, designed for farmers and other users living in rural India. The multilingual Jugalbandi AI chatbot uses GPT models via Azure OpenAI service to help users easily access govt schemes. 

Jugalbandi bot leverages ChatGPT-like generative AI technology to help users get responses beyond 22 officially recognized languages in India. Still, at the nascent stages of development, the WhatsApp chatbot is expected to offer easy access to information in the local language through a mobile phone. The bot currently supports limited Indian languages but is being trained with new languages through multiple collaborations.

Technological advancements in chatbots

Chatbot software that incorporates advanced technical characteristics like a natural language processor (NLP), interference engine, cloud-based deployment, application programming interface (API), and multichannel is anticipated to open up lucrative market potential. Additionally, it is anticipated that in the upcoming years, there will be a rise in the demand for chatbots that uses audio speech. As a result, it is anticipated that this would be a key component offering the BFSI chatbots market considerable benefits.

Chatbots Market Segment Insights

Chatbots Type Insights

The market segmentation, based on Type, includes Software and Services. The Services segment held the majority share in 2021, contributing to around ~30% of the Chatbots market revenue. The need for bots that offer diverse services will rise as the internet and other online services gain popularity throughout the world. The availability of a wide range of platforms and tools for service providers to use in the creation and delivery of bot services, along with a rise in the use of bots across some industries, including the banking, financial services, and insurance sectors, are factors that are accelerating market growth.

Chatbots Deployment Insights

Based on Deployment, the market segmentation includes Cloud, On-Premise. The Cloud segment dominated the market in 2021. The cloud segment is leading the chatbot market with its innovative solutions and capabilities. It has enabled organizations to quickly deploy chatbots across multiple channels and platforms, eliminating the need to build bots from scratch. Cloud-based chatbots offer an array of features such as natural language processing, automated customer service, advanced analytics & more that are helping businesses streamline their operations and boost customer satisfaction.

Chatbots Usage Insights

Based on Usage, the market segmentation includes Websites, Social Media, and Mobile platforms. The Social Media segment dominated the market in 2021 with market growth. This is due to its ability to provide better customer engagement and automated customer service solutions. With their advanced features, such as natural language processing (NLP) and machine learning (ML), chatbots are increasing their popularity among businesses looking to maximize their operational efficiency.

Chatbots Vertical Insights

Based on Vertical, the market segmentation includes BFSI, Retail, E-commerce, Government, Travel, Hospitality, and Others. The E-commerce segment dominated the market in 2021 the market growth. The e-commerce sector has made immense progress in implementing chatbot technology. Chatbots have become a vital part of the e-commerce process, offering automated customer service & sales assistance that has dramatically altered the way consumers shop. The advancement of AI technology has led to the development of smarter and more sophisticated bots that are capable of understanding complex customer queries and providing personalized responses. As a result, the chatbots market is booming, with the e-commerce segment.

Figure 2: Chatbots Market, by Usage, 2021 & 2030 (USD Million)

Chatbots Market, by Usage, 2021 & 2030.

Source: Secondary Research, Primary Research, MRFR Database, and Analyst Review

Chatbots Regional Insights

By region, the study provides market insights into North America, Europe, Asia-Pacific, and the Rest of the World. North America holds the largest Chatbots Industry Share of the market due to its increasing popularity among the citizens. After North America, the Asia-Pacific country is projected to grow at the fastest rate during the forecast period. North America shares the major growth in the market because of the multiple growth factors. The technical advancements, increasing use of the internet, and lowering the prices of mobiles and tablets in that region increase the growth. Chatbots are artificial conversational character that interacts with human through verbal and non-verbal communication. The chatbots are easily accessible on phones and computers. To access this, the only thing that users need is internet access. Chatbots are highly popular in the field of e-commerce and digital communication over the next few years.

Further, the major countries studied in the market report are The U.S., Canada, Germany, France, the UK, Italy, Spain, China, Japan, India, Australia, South Korea, and Brazil

Figure 3: CHATBOTS MARKET SHARE BY REGION 2021 (%)CHATBOTS MARKET SHARE BY REGION 2021.Source: Secondary Research, Primary Research, MRFR Database, and Analyst Review

Chatbots Key Market Players & Competitive Insights

Major market players are spending a lot of money on R&D to increase their product lines, which will help the market grow even more. Market participants are also taking various strategic initiatives to grow their worldwide footprint, with key market developments such as new product launches, contractual agreements, mergers and acquisitions, increased investments, and collaboration with other organizations. Competitors in the Chatbots industry must offer cost-effective items to expand and survive in an increasingly competitive and rising market environment.

Manufacturing locally to cut operating costs is one of the main business tactics manufacturers use in the Chatbots industry to benefit customers and expand the market sector. Major market players, including IBM Corporation, Inbenta Technologies Inc, Next IT Corp, Nuance Communications Inc, and others, are attempting to increase market demand by funding R&D initiatives.

Information technology goods and services are offered by IBM (International Business Machines). Solutions for infrastructure, security, sustainability, and automation are provided, including asset management, enterprise content management, decision management, data management, and business analytics. The business provides services to a wide range of sectors, including the automobile, banking, energy, insurance, life science, manufacturing, and retail.

Inbenta is a firm that focuses on business websites and corporate intranets. Inbenta is a pioneer in a new class of enterprise semantic search technology that aims to significantly enhance online customer experience. Using the most recent advances in natural language processing technologies and artificial intelligence, Inbenta has assisted multiple companies in significantly reducing incoming email queries and customer support calls because customers can easily find what they are looking for on the company's website. Self-service, e-commerce search, virtual assistants, support ticketing, and knowledge management are other areas of expertise for Inbenta.

Key Companies in the chatbots market include

Chatbots Industry Developments

Amazon Introduces Q, an A.I. Chatbot for Companies

On 28th Nov. 2023-Amazon has announced that Amazon joined the chatbot race and announced an artificial intelligence assistant of its own: Amazon Q. The chatbot, developed by Amazon’s cloud computing division, is focused on workplaces and not intended for consumers.

ChatGPT gets big update! OpenAI's chatbot will now be able to access real-time data on internet; check how to use it

On 28th Sept. 2023- ChatGPT is getting a big update. The chatbot will be able to access the internet almost a year after it was launched. Previously, OpenAI's chatbot was only able to access information up to September 2021. The announcement was made on OpenAI's official X (formerly Twitter) handle. OpenAI CEO Sam Altman reposted the company's official tweet with the statement 'we are so back'. This new move comes just days after OpenAI announced that ChatGPT can also 'see', 'hear', and 'talk'.

Chatbots Market Segmentation

Chatbots Type Outlook

  • Software

  • Service

Chatbots Deployment Outlook

  • Cloud

  • On-Premise

Chatbots Usage Outlook

  • Websites

  • Social Media

  • Mobile Platform

Chatbots Vertical Outlook

  • BFSI

  • Retail

  • E-commerce

  • Government

  • Travel

  • Hospitality

  • Others

Chatbots Regional Outlook

  • North America

  • US

  • Canada

  • Europe

  • Germany

  • France

  • UK

  • Italy

  • Spain

  • Rest of Europe

  • Asia-Pacific

    • China

    • Japan

    • India

    • Australia

    • South Korea

    • Australia

    • Rest of Asia-Pacific

  • Rest of the World

    • Middle East

    • Africa

    • Latin America

Report Attribute/Metric Details
Market Size 2021 USD 2.47 Billion
Market Size 2022 USD 4.92 Billion
Market Size 2030 USD 24.64 Billion
Compound Annual Growth Rate (CAGR) 23.91% (2024-2030)
Base Year 2023
Market Forecast Period 2024-2030
Historical Data 2018 & 2020
Market Forecast Units Value (USD Million)
Report Coverage Revenue Forecast, Market Competitive Landscape, Growth Factors, and Trends
Segments Covered Type, Deployment, Usage, Vertical, and Region
Geographies Covered North America, Europe, Asia Pacific, and Rest of the World
Countries Covered The U.S, Canada, Germany, France, UK, Italy, Spain, China, Japan, India, Australia, South Korea, and Brazil
Key Companies Profiled Acuvate, Aivo, Artificial Solutions, Creative Virtual Ltd, eGain Corporation, IBM Corporation, Inbenta Technologies Inc, Next IT Corp, Nuance Communications Inc
Key Market Opportunities It gives the power to connect with people living in different locations.
Key Market Dynamics Increase the growth rate of the Chatbots Market Extreme use of online communication raising the growth of the market

Frequently Asked Questions (FAQ) :

The global chatbot market size was valued at USD 2.47 Billion in 2021.

The global market is projected to grow at a CAGR of 23.91% during the forecast period, 2024-2030.

North America had the largest share of the global Chatbots market.

The key players in the market are Acuvate, Aivo, Artificial Solutions, Creative Virtual Ltd, eGain Corporation, IBM Corporation, Inbenta Technologies Inc, Next IT Corp, and Nuance Communications Inc.

The Services category dominated the market in 2021.

E-commerce had the largest share in the global market for Chatbots.

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