1 エグゼクティブ・サマリー
2 序文
2.1 概要
2.2 ステークホルダー
2.3 調査範囲
2.4 調査方法
2.4.1 データマイニング
2.4.2 データ分析
2.4.3 データの検証
2.4.4 リサーチアプローチ
2.5 リサーチソース
2.5.1 一次調査ソース
2.5.2 セカンダリーリサーチソース
2.5.3 前提条件
3 市場動向分析
3.1 はじめに
3.2 推進要因
3.3 抑制要因
3.4 機会
3.5 脅威
3.6 技術分析
3.7 エンドユーザー分析
3.8 新興市場
3.9 Covid-19の影響
4 ポーターズファイブフォース分析
4.1 供給者の交渉力
4.2 買い手の交渉力
4.3 代替品の脅威
4.4 新規参入の脅威
4.5 競争上のライバル関係
5 会話型AIの世界市場（オファリング別
5.1 はじめに
5.2 ソフトウェア
5.3 サービス
6 会話型AIの世界市場：展開モード別
6.1 はじめに
6.2 オンプレミス
6.3 クラウド
7 会話型AIの世界市場：会話インターフェース別
7.1 はじめに
7.2 チャットボット
7.3 インテリジェント・バーチャル・アシスタント（IVA）
7.4 対話型音声応答（IVR）システム
8 会話型AIの世界市場：ユースケース別
8.1 はじめに
8.2 顧客サポートとエンゲージメント
8.3 パーソナルアシスタント
8.4 ブランディング＆マーケティング
8.5 従業員コミュニケーション
8.6 コンタクトセンター
8.7 セールス＆Eコマース
8.8 その他のユースケース
9 会話型AIの世界市場、テクノロジー別
9.1 はじめに
9.2 自然言語処理（NLP）
9.3 自動音声認識（ASR）
9.4 機械学習（ML）
9.5 ディープラーニング
9.6 その他の技術
10 会話型AIの世界市場、エンドユーザー別
10.1 はじめに
10.2 銀行、金融サービス、保険（BFSI）
10.3 小売・Eコマース
10.4 ヘルスケア
10.5 メディア＆エンターテインメント
10.6 自動車
10.7 テレコム
10.8 旅行・ホスピタリティ
10.9 政府機関
10.10 その他のエンドユーザー
11 会話型AIの世界市場：地域別
11.1 はじめに
11.2 北米
11.2.1 アメリカ
11.2.2 カナダ
11.2.3 メキシコ
11.3 ヨーロッパ
11.3.1 ドイツ
11.3.2 イギリス
11.3.3 イタリア
11.3.4 フランス
11.3.5 スペイン
11.3.6 その他のヨーロッパ
11.4 アジア太平洋
11.4.1 日本
11.4.2 中国
11.4.3 インド
11.4.4 オーストラリア
11.4.5 ニュージーランド
11.4.6 韓国
11.4.7 その他のアジア太平洋地域
11.5 南米
11.5.1 アルゼンチン
11.5.2 ブラジル
11.5.3 チリ
11.5.4 その他の南米地域
11.6 中東・アフリカ
11.6.1 サウジアラビア
11.6.2 アラブ首長国連邦
11.6.3 カタール
11.6.4 南アフリカ
11.6.5 その他の中東・アフリカ地域
12 主要開発
12.1 契約、パートナーシップ、提携、合弁事業
12.2 買収と合併
12.3 新製品の上市
12.4 拡張
12.5 その他の主要戦略
13 会社プロファイル
Microsoft
IBM
Google
Amazon Web Services (AWS)
SAP
Oracle
Nuance Communications
Artificial Solutions
Kore.ai
LivePerson
Avaamo
Conversica
Haptik
Yellow.ai
Cognigy.AI
Amelia
Verint
and Boost.ai.
表一覧
表1 会話型AIの世界市場展望、地域別（2022-2030年） ($MN)
表2 会話型AIの世界市場展望、オファリング別（2022-2030年） ($MN)
表3 会話型AIの世界市場展望：ソフトウェア別（2022-2030年） ($MN)
表4 会話型AIの世界市場展望：サービス別（2022-2030年） ($MN)
表5 会話型AIの世界市場展望：展開モード別（2022-2030年） ($MN)
表6 会話型AIの世界市場展望：オンプレミス別 (2022-2030) ($MN)
表7 会話型AIの世界市場展望、クラウド別（2022-2030年） ($MN)
表8 会話型AIの世界市場展望：会話インターフェース別（2022-2030年） ($MN)
表9 会話型AIの世界市場展望、チャットボット別（2022-2030年） ($MN)
表10 会話型AIの世界市場展望、インテリジェントバーチャルアシスタント（IVA）別（2022-2030年） ($MN)
表11 会話型AIの世界市場展望：対話型音声応答（IVR）システム別（2022-2030年） ($MN)
表12 会話型AIの世界市場展望、ユースケース別（2022-2030年） ($MN)
表13 会話型AIの世界市場展望：カスタマーサポート＆エンゲージメント別（2022-2030年） ($MN)
表14 会話型AIの世界市場展望、パーソナルアシスタント別（2022-2030年） ($MN)
表15 会話型AIの世界市場展望：ブランディング・マーケティング別（2022-2030年） ($MN)
表16 会話型AIの世界市場展望、従業員コミュニケーション別（2022-2030年） ($MN)
表17 会話型AIの世界市場展望：コンタクトセンター別（2022-2030年） ($MN)
表18 会話型AIの世界市場展望：販売・Eコマース別（2022-2030年） ($MN)
表19 会話型AIの世界市場展望、その他のユースケース別（2022-2030年） ($MN)
表20 会話型AIの世界市場展望、技術別（2022-2030年） ($MN)
表21 会話型AIの世界市場展望：自然言語処理（NLP）別（2022-2030年） ($MN)
表22 会話型AIの世界市場展望：自動音声認識（ASR）別（2022-2030年） ($MN)
表23 会話型AIの世界市場展望、機械学習（ML）別（2022-2030年） ($MN)
表24 会話型AIの世界市場展望、ディープラーニング別 (2022-2030) ($MN)
表25 会話型AIの世界市場展望、その他の技術別（2022-2030年） ($MN)
表26 会話型AIの世界市場展望：エンドユーザー別（2022-2030年） ($MN)
表27 会話型AIの世界市場展望：銀行・金融サービス・保険（BFSI）別（2022-2030年） ($MN)
表28 会話型AIの世界市場展望：小売・Eコマース別（2022-2030年） ($MN)
表29 会話型AIの世界市場展望：ヘルスケア別（2022-2030年） ($MN)
表30 会話型AIの世界市場展望：メディア＆エンターテインメント別（2022-2030年） ($MN)
表31 会話型AIの世界市場展望：自動車別（2022-2030年） ($MN)
表32 会話型AIの世界市場展望：電気通信別（2022-2030年） ($MN)
表33 会話型AIの世界市場展望：旅行・ホスピタリティ別（2022-2030年） ($MN)
表34 会話型AIの世界市場展望：政府別（2022-2030年） ($MN)
表35 会話型AIの世界市場展望：その他のエンドユーザー別（2022-2030年） ($MN)
注）北米、ヨーロッパ、APAC、南米、中東・アフリカ地域の表も上記と同様に表記しています。
According to Gartner, there is an anticipated 24% increase in call center investments in 2024, driven by conversational AI tools.
Market Dynamics:
Driver:
Increasing demand for Ai-driven customer support
Businesses are increasingly adopting conversational AI solutions to automate customer interactions, leading to operational efficiency and cost savings. AI-powered chatbots and virtual assistants can handle high volumes of customer queries 24/7, providing instant responses and personalized experiences. This trend is particularly evident in industries such as retail, banking, and e-commerce, where customer service is crucial. The ability of conversational AI to scale support operations while maintaining quality is driving its widespread adoption.
Restraint:
Limited language and regional capabilities
Most conversational AI products currently offer support for a limited number of languages, with better compatibility for English. This limitation hinders the global adoption of conversational AI solutions, especially in regions where English is not the primary language. The challenge of developing AI models that can understand and respond accurately to various languages, dialects, and cultural nuances is substantial. This constraint can potentially slow down market growth in non-English-speaking regions and limit the effectiveness of conversational AI in diverse global markets.
Opportunity:
Usage of omnichannel communication
Integrating conversational AI across multiple channels, such as websites, mobile apps, social media platforms, and voice-activated devices, enhances the overall customer experience. This approach allows businesses to maintain consistent and contextual interactions with customers across various touchpoints. Omnichannel deployment enables seamless customer journeys, improves engagement, and provides valuable insights into customer behavior. As businesses strive to offer cohesive experiences across all channels, the demand for versatile conversational AI solutions capable of supporting omnichannel strategies is expected to grow substantially.
Threat:
Data privacy
Data privacy concerns pose a significant threat to the conversational AI market. As conversational AI systems collect and process large amounts of personal and potentially sensitive user data, there are growing concerns about data security, privacy breaches, and compliance with data protection regulations. Users may be hesitant to engage with AI-powered systems if they perceive a risk to their personal information. Additionally, stringent data protection laws like GDPR in Europe and CCPA in California require businesses to implement robust data protection measures. Failure to address these concerns adequately could lead to reduced user trust and adoption, potentially hindering market growth.
Covid-19 Impact:
The COVID-19 pandemic had a positive impact on the conversational AI market. As businesses shifted to remote operations and digital interactions, the demand for AI-powered customer support and engagement solutions surged. Conversational AI technologies were rapidly adopted to handle increased customer inquiries, automate processes, and maintain business continuity. The pandemic accelerated digital transformation efforts, leading to increased investments in AI technologies, including conversational AI, to enhance customer experiences and operational efficiency.
The software segment is expected to be the largest during the forecast period
The software segment is predicted to secure the largest market share throughout the forecast period. This dominance can be attributed to the increasing adoption of conversational AI platforms across various industries. Software solutions, including natural language processing (NLP) engines, machine learning algorithms, and dialogue management systems, form the core of conversational AI capabilities. These software components enable businesses to create, deploy, and manage intelligent virtual assistants and chatbots. The flexibility, scalability, and continuous improvements in AI software technologies contribute to its larger market share as organizations seek to enhance customer interactions and automate processes.
The cloud-based segment is expected to have the highest CAGR during the forecast period
The cloud-based segment is projected to have the highest CAGR in the conversational AI market during the extrapolated period. This rapid growth is driven by the numerous advantages offered by cloud-based solutions, including scalability, cost-effectiveness, and ease of deployment. Cloud-based conversational AI platforms allow businesses to quickly implement and scale their AI-powered customer engagement solutions without significant upfront infrastructure investments. The flexibility to integrate with existing systems and the ability to leverage advanced AI capabilities through cloud services contribute to the segment's high growth rate.
Region with largest share:
The Asia Pacific region is projected to account for the largest market share during the forecast period. This dominance is attributed to rapid digitalization, increasing adoption of AI technologies, and the presence of large consumer markets in countries like China and India. The region's strong focus on technological innovation, coupled with government initiatives promoting AI adoption, contributes to its market leadership. The growing e-commerce sector, expanding digital payment systems, and increasing smartphone penetration further drive the demand for conversational AI solutions in customer service and engagement applications across various industries.
Region with highest CAGR:
The Asia Pacific region is projected to achieve the highest CAGR during the forecast period. This rapid growth is fueled by factors such as the increasing awareness of AI technologies, rising investments in digital transformation, and the growing demand for automated customer service solutions. The region's large and tech-savvy population, coupled with the rapid expansion of online businesses, creates fertile ground for conversational AI adoption. Additionally, government initiatives supporting AI development and the presence of numerous tech startups contribute to the region's accelerated growth in the conversational AI market.
Key players in the market
Some of the key players in Conversational AI Market include Microsoft, IBM, Google, Amazon Web Services (AWS), SAP, Oracle, Nuance Communications, Artificial Solutions, Kore.ai, LivePerson, Avaamo, Conversica, Haptik, Yellow.ai, Cognigy.AI, Amelia, Verint, and Boost.ai.
Key Developments:
In October 2024, at the 10th edition of the Google for India event, Google announced Hindi support for Google Gemini Live, a more sophisticated version of its Gemini AI chatbot. Gemini Live will soon expand to include eight additional Indian languages. Google also revealed that Indian users listen to AI Overview responses more frequently than users in other countries.
In August 2024, AWS has entered into a Strategic Collaboration Agreement with PolyAI, a leader in customer-led conversational AI solutions. This collaboration aims to accelerate the adoption of generative voice AI capabilities within enterprise contact centers. PolyAI will leverage Amazon SageMaker and Amazon Bedrock to train and fine-tune an integrated suite of speech recognition, large language models (LLMs), and text-to-speech models.
Offerings Covered:
• Software
• Services
Deployment Modes Covered:
• On-Premises
• Cloud
Conversational Interfaces Covered:
• Chatbots
• Intelligent Virtual Assistants (IVAs)
• Interactive Voice Response (IVR) Systems
Use Cases Covered:
• Customer Support & Engagement
• Personal Assistants
• Branding & Marketing
• Employee Communication
• Contact Centers
• Sales & E-commerce
• Other Use Cases
Technologies Covered:
• Natural Language Processing (NLP)
• Automated Speech Recognition (ASR)
• Machine Learning (ML)
• Deep Learning
• Other Technologies
End Users Covered:
• Banking, Financial Services, & Insurance (BFSI)
• Retail & E-commerce
• Healthcare
• Media & Entertainment
• Automotive
• Telecom
• Travel & Hospitality
• Government
• Other End Users
Regions Covered:
• North America
US
Canada
Mexico
• Europe
Germany
UK
Italy
France
Spain
Rest of Europe
• Asia Pacific
Japan
China
India
Australia
New Zealand
South Korea
Rest of Asia Pacific
• South America
Argentina
Brazil
Chile
Rest of South America
• Middle East & Africa
Saudi Arabia
UAE
Qatar
South Africa
Rest of Middle East & Africa
What our report offers:
- Market share assessments for the regional and country-level segments
- Strategic recommendations for the new entrants
- Covers Market data for the years 2022, 2023, 2024, 2026, and 2030
- Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
- Strategic recommendations in key business segments based on the market estimations
- Competitive landscaping mapping the key common trends
- Company profiling with detailed strategies, financials, and recent developments
- Supply chain trends mapping the latest technological advancements
1 Executive Summary
2 Preface
2.1 Abstract
2.2 Stake Holders
2.3 Research Scope
2.4 Research Methodology
2.4.1 Data Mining
2.4.2 Data Analysis
2.4.3 Data Validation
2.4.4 Research Approach
2.5 Research Sources
2.5.1 Primary Research Sources
2.5.2 Secondary Research Sources
2.5.3 Assumptions
3 Market Trend Analysis
3.1 Introduction
3.2 Drivers
3.3 Restraints
3.4 Opportunities
3.5 Threats
3.6 Technology Analysis
3.7 End User Analysis
3.8 Emerging Markets
3.9 Impact of Covid-19
4 Porters Five Force Analysis
4.1 Bargaining power of suppliers
4.2 Bargaining power of buyers
4.3 Threat of substitutes
4.4 Threat of new entrants
4.5 Competitive rivalry
5 Global Conversational AI Market, By Offering
5.1 Introduction
5.2 Software
5.3 Services
6 Global Conversational AI Market, By Deployment Mode
6.1 Introduction
6.2 On-Premises
6.3 Cloud
7 Global Conversational AI Market, By Conversational Interface
7.1 Introduction
7.2 Chatbots
7.3 Intelligent Virtual Assistants (IVAs)
7.4 Interactive Voice Response (IVR) Systems
8 Global Conversational AI Market, By Use Case
8.1 Introduction
8.2 Customer Support & Engagement
8.3 Personal Assistants
8.4 Branding & Marketing
8.5 Employee Communication
8.6 Contact Centers
8.7 Sales & E-commerce
8.8 Other Use Cases
9 Global Conversational AI Market, By Technology
9.1 Introduction
9.2 Natural Language Processing (NLP)
9.3 Automated Speech Recognition (ASR)
9.4 Machine Learning (ML)
9.5 Deep Learning
9.6 Other Technologies
10 Global Conversational AI Market, By End User
10.1 Introduction
10.2 Banking, Financial Services, & Insurance (BFSI)
10.3 Retail & E-commerce
10.4 Healthcare
10.5 Media & Entertainment
10.6 Automotive
10.7 Telecom
10.8 Travel & Hospitality
10.9 Government
10.10 Other End Users
11 Global Conversational AI Market, By Geography
11.1 Introduction
11.2 North America
11.2.1 US
11.2.2 Canada
11.2.3 Mexico
11.3 Europe
11.3.1 Germany
11.3.2 UK
11.3.3 Italy
11.3.4 France
11.3.5 Spain
11.3.6 Rest of Europe
11.4 Asia Pacific
11.4.1 Japan
11.4.2 China
11.4.3 India
11.4.4 Australia
11.4.5 New Zealand
11.4.6 South Korea
11.4.7 Rest of Asia Pacific
11.5 South America
11.5.1 Argentina
11.5.2 Brazil
11.5.3 Chile
11.5.4 Rest of South America
11.6 Middle East & Africa
11.6.1 Saudi Arabia
11.6.2 UAE
11.6.3 Qatar
11.6.4 South Africa
11.6.5 Rest of Middle East & Africa
12 Key Developments
12.1 Agreements, Partnerships, Collaborations and Joint Ventures
12.2 Acquisitions & Mergers
12.3 New Product Launch
12.4 Expansions
12.5 Other Key Strategies
13 Company Profiling
13.1 Microsoft
13.2 IBM
13.3 Google
13.4 Amazon Web Services (AWS)
13.5 SAP
13.6 Oracle
13.7 Nuance Communications
13.8 Artificial Solutions
13.9 Kore.ai
13.10 LivePerson
13.11 Avaamo
13.12 Conversica
13.13 Haptik
13.14 Yellow.ai
13.15 Cognigy.AI
13.16 Amelia
13.17 Verint
13.18 Boost.ai
List of Tables
Table 1 Global Conversational AI Market Outlook, By Region (2022-2030) ($MN)
Table 2 Global Conversational AI Market Outlook, By Offering (2022-2030) ($MN)
Table 3 Global Conversational AI Market Outlook, By Software (2022-2030) ($MN)
Table 4 Global Conversational AI Market Outlook, By Services (2022-2030) ($MN)
Table 5 Global Conversational AI Market Outlook, By Deployment Mode (2022-2030) ($MN)
Table 6 Global Conversational AI Market Outlook, By On-Premises (2022-2030) ($MN)
Table 7 Global Conversational AI Market Outlook, By Cloud (2022-2030) ($MN)
Table 8 Global Conversational AI Market Outlook, By Conversational Interface (2022-2030) ($MN)
Table 9 Global Conversational AI Market Outlook, By Chatbots (2022-2030) ($MN)
Table 10 Global Conversational AI Market Outlook, By Intelligent Virtual Assistants (IVAs) (2022-2030) ($MN)
Table 11 Global Conversational AI Market Outlook, By Interactive Voice Response (IVR) Systems (2022-2030) ($MN)
Table 12 Global Conversational AI Market Outlook, By Use Case (2022-2030) ($MN)
Table 13 Global Conversational AI Market Outlook, By Customer Support & Engagement (2022-2030) ($MN)
Table 14 Global Conversational AI Market Outlook, By Personal Assistants (2022-2030) ($MN)
Table 15 Global Conversational AI Market Outlook, By Branding & Marketing (2022-2030) ($MN)
Table 16 Global Conversational AI Market Outlook, By Employee Communication (2022-2030) ($MN)
Table 17 Global Conversational AI Market Outlook, By Contact Centers (2022-2030) ($MN)
Table 18 Global Conversational AI Market Outlook, By Sales & E-commerce (2022-2030) ($MN)
Table 19 Global Conversational AI Market Outlook, By Other Use Cases (2022-2030) ($MN)
Table 20 Global Conversational AI Market Outlook, By Technology (2022-2030) ($MN)
Table 21 Global Conversational AI Market Outlook, By Natural Language Processing (NLP) (2022-2030) ($MN)
Table 22 Global Conversational AI Market Outlook, By Automated Speech Recognition (ASR) (2022-2030) ($MN)
Table 23 Global Conversational AI Market Outlook, By Machine Learning (ML) (2022-2030) ($MN)
Table 24 Global Conversational AI Market Outlook, By Deep Learning (2022-2030) ($MN)
Table 25 Global Conversational AI Market Outlook, By Other Technologies (2022-2030) ($MN)
Table 26 Global Conversational AI Market Outlook, By End User (2022-2030) ($MN)
Table 27 Global Conversational AI Market Outlook, By Banking, Financial Services, & Insurance (BFSI) (2022-2030) ($MN)
Table 28 Global Conversational AI Market Outlook, By Retail & E-commerce (2022-2030) ($MN)
Table 29 Global Conversational AI Market Outlook, By Healthcare (2022-2030) ($MN)
Table 30 Global Conversational AI Market Outlook, By Media & Entertainment (2022-2030) ($MN)
Table 31 Global Conversational AI Market Outlook, By Automotive (2022-2030) ($MN)
Table 32 Global Conversational AI Market Outlook, By Telecom (2022-2030) ($MN)
Table 33 Global Conversational AI Market Outlook, By Travel & Hospitality (2022-2030) ($MN)
Table 34 Global Conversational AI Market Outlook, By Government (2022-2030) ($MN)
Table 35 Global Conversational AI Market Outlook, By Other End Users (2022-2030) ($MN)
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.
