AI for Customer Service Market by Product Type (AI Agents, Recommendation Systems, Workflow Automation, Content Generation, Customer Journey Analytics, Service Quality Management) - Global Forecast to 2030
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MICROSOFT
IBM
GOOGLE
AWS
SALESFORCE
ATLASSIAN
SERVICENOW
ZENDESK
SAP
SPRINKLR
OPENAI
AISERA
UIPATH
HUBSPOT
NICE
INTERCOM
QUALTRICS
FRESHWORKS
LIVEPERSON
HELPSHIFT
YELLOW.AI
COGITO
SMARTACTION
TALKDESK
FIVE9
RINGCENTRAL
NEXTIVA
KORE.AI
DYNAMIC YIELD
JIOHAPTIK
ORACLE
AFINITI
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KOMMUNICATE
HELP SCOUT
GORGIAS
ATERA
ADA
KUSTOMER
LEVITY
COGNIGY
ENGAGEWARE
NETOMI
LEVELAI
SYBILL AI
ONE AI
BRAINFISH
SENTISUM
BALTO
TOVIE AI
GURU
TIDIO
QUIQ
AIRCALL
ONEREACH.AI
CRESTA
DEEPDESK
FRONT
FULLVIEW
CRESCENDO AI
GRIDSPACE
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The AI for customer service market is projected to grow from USD 12.06 billion in 2024 to USD 47.82 billion by 2030, at a compound annual growth rate (CAGR) of 25.8% during the forecast period. AI-powered chatbots and virtual assistants are transforming customer service by providing efficient, personalized support. These technologies enable businesses to engage customers 24/7, offering instant responses to inquiries, which significantly reduces wait times and enhances satisfaction. Chatbots can handle multiple conversations simultaneously, allowing for scalability during peak periods without compromising service quality. Additionally, they utilize advanced algorithms to analyze customer data, enabling tailored recommendations and contextual interactions that foster deeper connections. This personalization not only improves user experience but also drives customer loyalty. As companies increasingly adopt these AI solutions, chatbots are becoming essential tools in modern customer engagement strategies, streamlining operations and enhancing overall service quality.
Scope of the Report
Years Considered for the Study
2019-2030
Base Year
2023
Forecast Period
2024-2030
Units Considered
(USD million/billion)
Segments
By Product, Technology, Customer Interaction Channel, and End user.
Regions covered
North America, Europe, Asia Pacific, Middle East & Africa, Latin America
"By end user, healthcare & life sciences segment will lead the market during the forecast period."
Healthcare and life sciences are increasingly leading the customer service market through innovative engagement strategies. Hybrid engagement models are emerging, combining personalized interactions with digital channels to enhance customer experiences. Companies are leveraging AI technologies for tailored communications, self-service analytics, and intelligent patient services, fostering a more responsive environment. The shift towards digital transformation has made telemedicine and virtual visits commonplace, allowing patients to interact conveniently with healthcare providers. Additionally, organizations are focusing on personalized insights and customized care journeys, ensuring that patient needs are met effectively. This evolution not only improves service delivery but also enhances overall patient satisfaction and loyalty in a rapidly changing landscape.
"By region, Asia Pacific to register the highest CAGR market during the forecast period." Asia Pacific is leading the AI-powered customer service market due to the region's rapid adoption of technology, large consumer bases, and increasing demand for enhanced customer experiences. The rise of e-commerce, mobile services, and digital transformation initiatives across various industries, particularly in retail, banking, and telecommunications, has driven the need for more efficient and personalized customer interactions. India and China are the top countries driving this trend. In India, the focus is on improving service delivery and reducing costs, while in China, AI is being integrated into smart customer service solutions, including voice assistants and chatbots, to serve millions of customers. These innovations enhance customer satisfaction, streamline operations, and meet the growing expectations of both consumers and businesses.
Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the AI for customer service market.
By Company: Tier I: 45%, Tier II: 35%, and Tier III: 20%
By Designation: C-Level: 40%, Director Level: 35%, and Others: 25%
By Region: North America: 30%, Europe: 20%, Asia Pacific: 35%, Middle East & Africa: 10%, and Latin America: 5%.
Microsoft (US), IBM (US), Google (US), AWS (US), Salesforce (US), Atlassian (Australia), ServiceNow (US), SAP (Germany), Zendesk (US); are some of the key players in the AI for customer service market.
The study includes an in-depth competitive analysis of these key players in the AI for customer service market, including their company profiles, recent developments, and key market strategies.
Research Coverage
This research report categorizes the AI for customer service market by product type (chatbots and virtual assistants, AI-driven ticketing systems, sentiment and feedback analysis tools, recommendation systems, visual and diagnostic tools, workflow automation, content management, AI agents), by deployment mode (cloud and on-premises), by customer service delivery mode (self-service, agent augmented backend operations automation), by functional area (pre-sales and post-sales), by technology (generative AI and other AI), by customer interaction channel (text and email, voice, video/visual, and omnichannel), by end user (media & entertainment, telecommunications, government & public sector, healthcare & life sciences, manufacturing, retail & ecommerce, technology & software, travel & hospitality, transportation & logistics). The scope of the report covers detailed information regarding the major factors, such as drivers, restraints, challenges, and opportunities, influencing the growth of the AI for customer service market. A detailed analysis of the key industry players has been done to provide insights into their business overview, solutions and services, key strategies, Contracts, partnerships, and agreements. new product & service launches, mergers and acquisitions, and recent developments associated with the AI for customer service market. Competitive analysis of upcoming startups in the AI for customer service market ecosystem is covered in this report.
Key Benefits of Buying the Report
The report will help the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall AI for customer service market and the subsegments. This report will help stakeholders understand the competitive landscape and gain more insights to position their businesses better and to plan suitable go-to-market strategies. The report also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
The report provides insights on the following pointers:
Analysis of key drivers (Improved customer engagement with omni-channel self-service options, and enhancing efficiency and satisfaction with intelligent routing), restraints (Mitigating deepfake threats in customer service), opportunities (augmenting customer service efficiency with Gen AI solutions, empowering proactive customer service with ai solutions), and challenges (threat of job displacements in customer service)
Product Development/Innovation: Detailed insights on upcoming technologies, research & development activities, and new product & service launches in the AI for customer service market
Market Development: Comprehensive information about lucrative markets - the report analyses the AI for customer service market across varied regions.
Market Diversification: Exhaustive information about new products & services, untapped geographies, recent developments, and investments in the AI for customer service market
Competitive Assessment: In-depth assessment of market shares, growth strategies and service offerings of leading players Microsoft (US), IBM (US), Google (US), Oracle (US), AWS (US), Salesforce (US), Atlassian (Australia), ServiceNow (US), SAP (Germany), Zendesk (US), Sprinklr (US), OpenAI (US), Aisera (US), UiPath (US), HubSpot (US), NICE (Israel), Intercom (US), Qualtrics (US) among others in AI for customer service market.
TABLE OF CONTENTS
1 INTRODUCTION
1.1 STUDY OBJECTIVES
1.2 MARKET DEFINITION
1.2.1 INCLUSIONS & EXCLUSIONS
1.3 MARKET SCOPE
1.3.1 MARKET SEGMENTATION & REGIONS COVERED
1.3.2 YEARS CONSIDERED
1.4 CURRENCY CONSIDERED
1.5 STAKEHOLDERS
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
2.1.2.1 Breakup of primary profiles
2.1.2.2 Key industry insights
2.2 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
2.3.1 TOP-DOWN APPROACH
2.3.2 BOTTOM-UP APPROACH
2.4 MARKET FORECAST
2.5 RESEARCH ASSUMPTIONS
2.6 RISK ASSESSMENT
2.7 RESEARCH LIMITATIONS
3 EXECUTIVE SUMMARY
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE OPPORTUNITIES FOR PLAYERS IN AI FOR CUSTOMER SERVICE MARKET
4.2 AI FOR CUSTOMER SERVICE MARKET: TOP THREE CUSTOMER SERVICE DELIVERY MODES
4.3 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE AND FUNCTIONAL AREA
4.4 AI FOR CUSTOMER SERVICE MARKET: BY REGION
5 MARKET OVERVIEW AND INDUSTRY TRENDS
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
5.2.1 DRIVERS
5.2.1.1 Improved customer engagement with omni-channel self-service options
5.2.1.2 Maximizing agent efficiency through AI integration
5.2.1.3 Enhancing efficiency and satisfaction with intelligent routing
5.2.2 RESTRAINTS
5.2.2.1 Mitigating deepfake threats in customer service
5.2.3 OPPORTUNITIES
5.2.3.1 Transforming customer service with generative AI innovations
5.2.3.2 Empowering proactive customer service with AI solutions
5.2.4 CHALLENGES
5.2.4.1 Threats of job displacements in customer service
5.3 INDUSTRY TRENDS
5.3.1 EVOLUTION OF AI FOR CUSTOMER SERVICE MARKET
5.3.2 CASE STUDY ANALYSIS
5.3.2.1 Smokeball enhanced efficiency and satisfaction with BrainFish AI help center
5.3.2.2 Philip Morris enhances customer engagement with Tovie AI's Mark Chatbot
5.3.2.3 Qapital achieves 24/7 service and automation with Ada's AI solution
5.3.2.4 Gorgias helped Everyday Dose streamline customer support to manage high ticket volumes
5.3.2.5 RingCentral unified Corteva's communication for global collaboration success
5.3.2.6 Jardim Exotico enhances customer support with Tovie AI's chatbot solution
5.3.2.7 Orange Spain streamlines operations with UiPath's RPA solution