A chatbot is a type of software designed to interact with humans via textual or auditory conversations, typically over internet. The software facilitates the conversation between humans and machines using artificial intelligence. The chatbot software is programmed to allow users and businesses to interact through medium such as video, text, voice, file sharing, and image. Digital platforms such as mobile, websites, and standalone devices are used for adoption of chatbots. Furthermore, OTT messaging apps are providing opportunities for businesses and consumers. Businesses are increasingly adopting platform-based approach that allows communication apps to be used for multiple purposes including gaming, payment, and advertisement. For instance, Facebook offers its messenger app to allow businesses to provide self service to customers and also enabled businesses to perform various functions such as sending shipping details, promotional offers, and their brand representatives to conduct conversations with customers.
The global chatbot market was valued US$ 274.5 Mn in 2019 and expected to reach US$ 2,020.2Mn by 2027.
Market Dynamics- Drivers
Technological advancements in artificial intelligence followed by penetration of messaging apps have boosted the demand for chatbots in the recent past. Majority of companies are leveraging new and innovative technologies to further their reach with consumers. Marketing activities such as mobile analytics, cloud platforms, and social analytics have helped to transform various enterprises into a global digital business. Moreover, a number of publishers and brands have started deploying bots on messaging and collaboration channels such as CNN, HP, and 1-800 Flowers. Thus, these factors are expected to drive the market growth during the forecast period.
Chatbots have become the prime solutions to the emerging challenge of providing immediate and effective customer support to the customers regardless of their location. This allows organizations to keep business hours out of the equation and aids consumers to reach out to the best customer support available to settle all their queries. Moreover, chatbots are fairly efficient at mimicking human conversation, thus many organizations use them to enhance their live chat customer service channel. Therefore, these factors are expected to propel the global chatbot market growth over the forecast period.
North America region dominated the global chatbot market in 2019, accounting for 48.3% share in terms of value, followed by Asia Pacific, Europe, Latin America and Middle East respectively.
Source: Coherent Market Insights
Market Dynamics- Restraints
Although chatbots have been evolved over the years, many times chatbots fail to understand customer intent. Software tools such as application program interfaces are developed to perform the standard use of chatbot solutions without integrating any specific functionality, hence they often fail to meet specific requirements. Chatbots available in the market can assist customers if they are posed with questions they are designed to answer. Hence, when customers ask question specific that chatbot has no information about, it fails to understand the customer’s intent. These factors are expected to hinder the global chatbot market growth over the forecast period.
Chatbots have gained significant traction in enterprise from developed countries such as the U.S., Canada, and Western European countries. However, many business owners from emerging economies such as India, China, Brazil, Chile, and South Africa remain unacquainted with this novel technology. Furthermore, high initial funding required for installation of chatbot, which is unaffordable for many small- and mid-sized enterprises from emerging economies, is expected to restrain growth of the global chatbot market during the forecast period.
Natural language processing (NLP) and natural language understanding (NLU) is the basis of new bot technologies. Various technology giants such as Google, Inc., Amazon, Microsoft Corporation, and Facebook are aggressively competing in the market, thus there are plenty of growth opportunities emerging in the market in terms of simplifying the experience of authoring and processing conversations and integrating them with bot frameworks.
Performance monitoring and analytics are some of the key regions of opportunities for market players. New user interface models for chatbots are based on simple user interface constructs and conversations that require new form of analytics and monitoring. For instance, a chatbot analytics platform should be able to track the sentences developed in current user interactions, analyze concepts and sentiments, and determine error processing rates.
Source: Coherent Market Insights
There is emerging trend of various companies providing numerous services and information via messaging bots. In the near future, Facebook Inc. is expected to introduce various software and tools for its Messenger chat service. In the recent past, the company already signed a partnership with a few transportation companies and online retailers to check the status of a clothing purchase from online retailers such as Flipkart, boarding passes from airlines, and service from Uber.
Enhanced customer intelligence/engagement with the help of AI-based chatbots is major rising trend in the market. With the use of conversational interface, many organizations are enabling people to interact with businesses in a conversational format without inclusion of different platforms or applications. Moreover, chatbots make the entire experience engaging by utilizing NLP as chatbots are programed to respond users with something more than plain text such as image with tappable options. Chatbots can also leverage machine learning to quickly understand a customers’ preference, solve problems and improve reach.
In global chatbot market, by platform segment, the mobile, sub-segment dominated the global market in 2019, accounting for 43.9% share in terms of value, followed by Web- based and Standalone respectively.
Source: Coherent Market Insights
Key companies operating in the global chatbots market are Facebook, Inc., Kiwi, Inc., Astute Solutions, Google, Inc., Pandorabots, Inc., Haptik, Inc., Yahoo Inc., Helpshift, ToyTalk (PullString Inc.), Imperson Ltd. Slack Technologies, Inc., Kasisto Inc., and Microsoft Corporation.
A chatbot is a program equipped with artificial intelligence that simulates an interactive conversation like a human by pre-defined keywords. Some Chatbot is also programmed with natural language processing this help catboats to identify human intentions and provide relative answers. Chatbots are used for basic customer services and marketing system on social media or instant messaging apps. Furthermore, some companies are also providing chatbots with the company’s operating systems. For instance, Windows, an OS developed by Microsoft Corporation, a US-based technology company provides Cortna a virtual assistant. Cortna help client with basic daily activity which includes, making a call, telling weather and, many others.
Moreover, Technology companies are heavily investing in chatbots to provide a personalized experience to the users and to get a competitive edge in the market. For instance, in January 2020, Google Inc. a subsidiary of US-based Conglomerate Company Alphabet Inc. has launched Meena, a Chatbot capable of providing feedback like a human. Meena went through around 341 GB social media data to provide a human-like experience to the consumer.
Global Chatbot market is expected to grow in the forecast period owing to development in artificial technology. With the help of artificial intelligence Chatbot can provide personally service to the customer. Earlier US companies are depending on Asian companies to handle customer support. However, increasing basic wedge in the developing countries like India and china making negative impact on human customer support business due to this reason North American companies are heavily investing in the Chatbot robots. For instance, According to Coherent Market insights analysis, in 2017 US Chabot market was valued 82.2 Mn and it is expected to reach around 515.7 Mn in 2024 with CAGR 26% in year 2017 to 2024. In this majority of investment is done by large enterprises.
Moreover, Use of Chatbot in the healthcare sector is also expected to grow in the forecast period. Though Chatbot in healthcare is the nascent stage key players in the market are greatly investing in Chatbots to penetrate in the healthcare industry. For instance, According to coherent market insights analysis, Chatbot in health industry is expected to reach US$ 732 Mn by 2027. This investment primary focusing on to build Chatbot, that provides metal support to alder people.
This report segments the global chatbot market on the basis of platform, enterprise size and region. On the basis of platform, global chatbot market is segmented into Web-Based, Mobile and Stand-alone. On the basis of enterprise size the global chatbot market is segmented into Large Enterprises, Small and Medium Enterprises. On the basis of region, global chatbot market is segmented into North America, Latin America, Europe, Asia pacific, Middle East and Africa.
Key features of the study:
*Browse all the market data tables and figures on “Global Chatbot Market- Forecast to 2027”