AI for Customer Service Market - Global Forecast to 2030
商品番号 : SMB-73325
| 出版社 | MarketsandMarkets |
| 出版年月 | 2025年2月 |
| ページ数 | 369 |
| 図表数 | 367 |
| 価格タイプ | シングルユーザライセンス |
| 価格 | USD 4,950 |
| 種別 | 英文調査報告書 |
Report Overview
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.
カスタマーサービスにおけるAI市場は、2024 年の 120 億 6000 万米ドルから 2030 年までに 478 億 2000 万米ドルに成長し、予測期間中の年間平均成長率 (CAGR) は 25.8% になると予測されています。
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.
AI を活用したチャットボットと仮想アシスタントは、効率的でパーソナライズされたサポートを提供することで顧客サービスを変革しています。これらのテクノロジーにより、企業は 24 時間年中無休で顧客と関わり、問い合わせに即座に応答できるため、待ち時間が大幅に短縮され、満足度が向上します。チャットボットは複数の会話を同時に処理できるため、サービスの品質を損なうことなくピーク時の拡張性が可能になります。さらに、高度なアルゴリズムを利用して顧客データを分析し、より深いつながりを育む、カスタマイズされた推奨事項や状況に応じたインタラクションを可能にします。このパーソナライゼーションにより、ユーザーエクスペリエンスが向上するだけでなく、顧客ロイヤルティも向上します。こうした AIソリューションを導入する企業が増えるにつれ、チャットボットは最新の顧客エンゲージメント戦略において不可欠なツールとなり、業務を合理化し、全体的なサービス品質を向上させています。
“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 34
1.1 STUDY OBJECTIVES 34
1.2 MARKET DEFINITION 34
1.2.1 INCLUSIONS & EXCLUSIONS 35
1.3 MARKET SCOPE 35
1.3.1 MARKET SEGMENTATION & REGIONS COVERED 36
1.3.2 YEARS CONSIDERED 37
1.4 CURRENCY CONSIDERED 37
1.5 STAKEHOLDERS 38
2 RESEARCH METHODOLOGY 39
2.1 RESEARCH DATA 39
2.1.1 SECONDARY DATA 40
2.1.2 PRIMARY DATA 40
2.1.2.1 Breakup of primary profiles 41
2.1.2.2 Key industry insights 41
2.2 DATA TRIANGULATION 42
2.3 MARKET SIZE ESTIMATION 43
2.3.1 TOP-DOWN APPROACH 43
2.3.2 BOTTOM-UP APPROACH 44
2.4 MARKET FORECAST 47
2.5 RESEARCH ASSUMPTIONS 48
2.6 RISK ASSESSMENT 49
2.7 RESEARCH LIMITATIONS 49
3 EXECUTIVE SUMMARY 50
4 PREMIUM INSIGHTS 55
4.1 ATTRACTIVE OPPORTUNITIES FOR PLAYERS IN AI FOR CUSTOMER SERVICE MARKET 55
4.2 AI FOR CUSTOMER SERVICE MARKET: TOP THREE CUSTOMER SERVICE DELIVERY MODES 56
4.3 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE
AND FUNCTIONAL AREA 56
4.4 AI FOR CUSTOMER SERVICE MARKET: BY REGION 57
5 MARKET OVERVIEW AND INDUSTRY TRENDS 58
5.1 INTRODUCTION 58
5.2 MARKET DYNAMICS 58
5.2.1 DRIVERS 59
5.2.1.1 Improved customer engagement with omni-channel
self-service options 59
5.2.1.2 Maximizing agent efficiency through AI integration 60
5.2.1.3 Enhancing efficiency and satisfaction with intelligent routing 60
5.2.2 RESTRAINTS 60
5.2.2.1 Mitigating deepfake threats in customer service 60
5.2.3 OPPORTUNITIES 61
5.2.3.1 Transforming customer service with generative AI innovations 61
5.2.3.2 Empowering proactive customer service with AI solutions 61
5.2.4 CHALLENGES 61
5.2.4.1 Threats of job displacements in customer service 61
5.3 INDUSTRY TRENDS 62
5.3.1 EVOLUTION OF AI FOR CUSTOMER SERVICE MARKET 62
5.3.2 CASE STUDY ANALYSIS 63
5.3.2.1 Smokeball enhanced efficiency and satisfaction with
BrainFish AI help center 63
5.3.2.2 Philip Morris enhances customer engagement with Tovie
AI’s Mark Chatbot 64
5.3.2.3 Qapital achieves 24/7 service and automation with Ada’s AI solution 65
5.3.2.4 Gorgias helped Everyday Dose streamline customer support to manage high ticket volumes 65
5.3.2.5 RingCentral unified Corteva’s communication for global collaboration success 66
5.3.2.6 Jardim Exótico enhances customer support with Tovie AI’s chatbot solution 67
5.3.2.7 Orange Spain streamlines operations with UiPath’s RPA solution 68
5.3.3 ECOSYSTEM ANALYSIS 68
5.3.3.1 Chatbots and virtual assistant providers 71
5.3.3.1.1 Rule-based chatbots 71
5.3.3.1.2 Conversational bots 72
5.3.3.1.3 Voice assistants 72
5.3.3.2 AI-driven ticketing system providers 72
5.3.3.2.1 Automated ticket routing 72
5.3.3.2.2 Self-service portals 72
5.3.3.2.3 Case resolution assistant 73
5.3.3.3 Sentiment and feedback analysis tools 73
5.3.3.3.1 Sentiment & emotion detection 73
5.3.3.3.2 Customer feedback 73
5.3.3.3.3 Social media monitoring 73
5.3.3.4 Recommendation systems 74
5.3.3.4.1 Dynamic FAQs 74
5.3.3.4.2 Knowledge base platforms 74
5.3.3.5 Visual and diagnostic tools 74
5.3.3.5.1 Image recognition tools 75
5.3.3.5.2 Voice-based assistance 75
5.3.3.6 Workflow automation 75
5.3.3.6.1 Robotic process automation 75
5.3.3.6.2 Integrated CRM automation 75
5.3.3.7 Content management 76
5.3.3.7.1 Content distribution 76
5.3.3.7.2 Content generation 76
5.3.3.7.3 Content moderation 76
5.3.3.8 AI agents 77
5.3.3.8.1 Performance analytics 77
5.3.3.8.2 Conversation intelligence 77
5.3.3.9 Customer interaction channels 77
5.3.3.9.1 Text and email 78
5.3.3.9.2 Voice 78
5.3.3.9.3 Video/Visual 78
5.3.3.9.4 Omnichannel 78
5.3.3.10 End users 78
5.3.4 TECHNOLOGY ANALYSIS 79
5.3.4.1 Key technologies 79
5.3.4.1.1 NLP and deep learning 79
5.3.4.1.2 Big data analytics 79
5.3.4.1.3 Generative AI 79
5.3.4.1.3.1 Rule-based models 80
5.3.4.1.3.2 Statistical models 80
5.3.4.1.3.3 Deep learning models 80
5.3.4.1.3.4 Generative Adversarial Networks (GANs) 80
5.3.4.1.3.5 Autoencoders 81
5.3.4.1.3.6 Convolutional Neural Networks (CNNs) 81
5.3.4.1.3.7 Transformer-based Large Language Models (LLMs) 81
5.3.4.1.4 AI agent memory 81
5.3.4.1.4.1 Short-term Memory (STM) 82
5.3.4.1.4.2 Long-term Memory (LTM) Type 1 82
5.3.4.1.4.3 Long-term Memory (LTM) Type 2 82
5.3.4.1.4.4 Long-term Memory (LTM) Type 3 82
5.3.4.1.5 Robotic Process Automation (RPA) 83
5.3.4.2 Adjacent technologies 83
5.3.4.2.1 Cloud computing 83
5.3.4.2.2 Edge computing 83
5.3.4.2.3 Internet of Things 83
5.3.4.2.4 5G and advanced connectivity 83
5.3.4.3 Complementary technologies 84
5.3.4.3.1 Cybersecurity 84
5.3.4.3.2 Augmented Reality (AR) and Virtual Reality (VR) 84
5.3.4.3.3 Blockchain 84
5.3.5 REGULATORY LANDSCAPE 84
5.3.5.1 Regulatory bodies, government agencies, and other organizations 85
5.3.5.2 Regulatory Framework 89
5.3.5.2.1 North America 89
5.3.5.2.1.1 US 89
5.3.5.2.1.2 Canada 90
5.3.5.2.2 Europe 90
5.3.5.2.2.1 Germany 90
5.3.5.2.2.2 UK 90
5.3.5.2.2.3 France 90
5.3.5.2.3 Asia Pacific 91
5.3.5.2.3.1 Australia 91
5.3.5.2.3.2 India 91
5.3.5.2.3.3 China 91
5.3.5.2.4 Middle East & Africa 91
5.3.5.2.4.1 UAE 91
5.3.5.2.4.2 Kenya 91
5.3.5.2.4.3 Africa 92
5.3.5.2.5 Latin America 92
5.3.5.2.5.1 Brazil 92
5.3.5.2.5.2 Mexico 92
5.3.5.2.5.3 Argentina 92
5.3.6 SUPPLY CHAIN ANALYSIS 93
5.3.7 PORTER’S FIVE FORCES ANALYSIS 94
5.3.7.1 Threat of new entrants 95
5.3.7.2 Threat of substitutes 96
5.3.7.3 Bargaining power of suppliers 96
5.3.7.4 Bargaining power of buyers 96
5.3.7.5 Intensity of competitive rivalry 96
5.3.8 KEY CONFERENCES AND EVENTS (2025–2026) 96
5.3.9 KEY STAKEHOLDERS AND BUYING CRITERIA 97
5.3.9.1 Key Stakeholders in Buying Process 97
5.3.9.2 Buying criteria 98
5.3.10 PRICING ANALYSIS 98
5.3.10.1 Indicative pricing analysis, by software type 99
5.3.10.2 Indicative pricing analysis, by product type 100
5.3.11 PATENT ANALYSIS 102
5.3.11.1 Methodology 102
5.3.11.2 Patents filed, by document type 102
5.3.11.3 INNOVATIONS AND PATENT APPLICATIONS 102
5.3.12 TRENDS/DISRUPTIONS IMPACTING CUSTOMER BUSINESS 106
5.3.13 INVESTMENT LANDSCAPE AND FUNDING SCENARIO 108
5.3.14 IMPACT OF GENERATIVE AI ON AI FOR CUSTOMER SERVICE MARKET 108
5.3.14.1 Top use cases & market potential 108
5.3.14.2 Key use cases 109
5.3.14.2.1 Enhanced efficiency and productivity 110
5.3.14.2.2 24/7 availability 110
5.3.14.2.3 Personalized customer interactions 110
5.3.14.2.4 Cost reduction 110
5.3.14.2.5 Proactive customer engagement 110
5.3.14.2.6 Scalability 110
6 AI FOR CUSTOMER SERVICE MARKET, BY END USER 111
6.1 INTRODUCTION 112
6.1.1 END USER: AI FOR CUSTOMER SERVICE MARKET DRIVERS 114
6.2 BFSI 114
6.2.1 ENHANCING BFSI CUSTOMER SERVICE WITH AI-DRIVEN EFFICIENCY AND SECURITY 114
6.3 MEDIA & ENTERTAINMENT 115
6.3.1 PERSONALIZING AUDIENCE ENGAGEMENT WITH AI 115
6.4 TELECOMMUNICATIONS 116
6.4.1 AUTOMATING CUSTOMER SUPPORT FOR FASTER RESOLUTIONS 116
6.5 GOVERNMENT & PUBLIC SECTOR 117
6.5.1 ENHANCING CITIZEN SERVICES WITH AI-DRIVEN ASSISTANCE 117
6.6 HEALTHCARE & LIFE SCIENCES 118
6.6.1 TRANSFORMING PATIENT INTERACTIONS WITH AI-POWERED SUPPORT 118
6.7 MANUFACTURING 119
6.7.1 STREAMLINING TECHNICAL ASSISTANCE AND SUPPLY CHAIN INQUIRIES 119
6.8 RETAIL & E-COMMERCE 120
6.8.1 ELEVATING SHOPPING EXPERIENCES WITH AI-DRIVEN CUSTOMER SERVICE 120
6.9 TECHNOLOGY & SOFTWARE 121
6.9.1 OPTIMIZING USER SUPPORT WITH INTELLIGENT AI SOLUTIONS 121
6.10 TRAVEL & HOSPITALITY 122
6.10.1 REVOLUTIONIZING GUEST SERVICES WITH AI-POWERED INTERACTIONS 122
6.11 TRANSPORTATION & LOGISTICS 123
6.11.1 ENHANCING SHIPMENT TRACKING AND LOGISTICS SUPPORT WITH AI 123
6.12 OTHER END USERS 124
7 AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT 126
7.1 INTRODUCTION 127
7.1.1 PRODUCT: AI FOR CUSTOMER SERVICE MARKET DRIVERS 127
7.2 TYPE 127
7.2.1 CHATBOTS AND VIRTUAL ASSISTANTS 129
7.2.1.1 Rule-based chatbots 130
7.2.1.2 AI-powered conversational bots 130
7.2.1.3 Voice assistants & speech analytics 130
7.2.1.4 Other chatbots & virtual assistants 131
7.2.2 AI-DRIVEN TICKETING SYSTEMS 131
7.2.2.1 Automated ticket routing 132
7.2.2.2 Self-service portals 132
7.2.2.3 Case resolution assistance 132
7.2.2.4 Other AI-driven ticketing systems 132
7.2.3 SENTIMENT AND FEEDBACK ANALYSIS TOOLS 132
7.2.3.1 Sentiment & emotion detection 133
7.2.3.2 Customer feedback 133
7.2.3.3 Social media monitoring 134
7.2.3.4 Other sentiment and feedback analysis tools 134
7.2.4 RECOMMENDATION SYSTEMS 134
7.2.4.1 Product recommendation systems 135
7.2.4.2 Dynamic FAQs 135
7.2.4.3 Knowledge base platforms 135
7.2.4.4 Other recommendation systems 136
7.2.5 VISUAL AND DIAGNOSTIC TOOLS 136
7.2.5.1 Image recognition tools 137
7.2.5.2 Video-based assistance 137
7.2.5.3 Other visual and diagnostic tools 137
7.2.6 WORKFLOW AUTOMATION 137
7.2.6.1 Robotic Process Automation (RPA) 138
7.2.6.2 Integrated CRM automation 138
7.2.6.3 Other workflow automation tools 138
7.2.7 CONTENT MANAGEMENT 139
7.2.7.1 Content distribution 139
7.2.7.2 Content generation 140
7.2.7.3 Content moderation and filtration 140
7.2.7.4 Other content management 140
7.2.8 AI AGENTS 140
7.2.8.1 Performance analytics 141
7.2.8.2 Conversation intelligence 141
7.2.8.3 Behavior analytics & engagement 142
7.2.8.4 Other AI agents 142
7.2.9 OTHER PRODUCT TYPES 142
7.3 BY DEPLOYMENT MODE 143
7.3.1 CLOUD 145
7.3.1.1 Flexibility, cost-effectiveness, and rapid deployment to drive market 145
7.3.2 ON-PREMISES 146
7.3.2.1 Secure and customized on-premises AI to drive market 146
7.4 BY CUSTOMER SERVICE DELIVERY MODE 147
7.4.1 SELF-SERVICE 148
7.4.1.1 Reduced wait times and operational costs to drive market 148
7.4.2 AGENT AUGMENTED 149
7.4.2.1 Elevating customer service with AI-powered augmented agents 149
7.4.3 BACKEND OPERATIONS AUTOMATION 150
7.4.3.1 Streamlined and optimized service operations to drive market 150
7.5 BY FUNCTIONAL AREA 151
7.5.1 PRE-SALES 152
7.5.1.1 Tailored solutions for improved customer experiences to drive market 152
7.5.2 POST-SALES 153
7.5.2.1 Increased customer satisfaction and support with AI solutions to drive market 153
8 AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY 154
8.1 INTRODUCTION 155
8.1.1 GENERATIVE AI 156
8.1.1.1 Empower dynamic and context-aware interactions with generative AI 156
8.1.2 OTHER AI 157
8.1.2.1 Enhancing customer service: Power of AI technologies 157
9 AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER
INTERACTION CHANNEL 158
9.1 INTRODUCTION 159
9.2 TEXT AND EMAIL 160
9.2.1 MAXIMIZED ENGAGEMENT WITH ASYNCHRONOUS COMMUNICATION TO DRIVE MARKET 160
9.3 VOICE 161
9.3.1 INCREASED INTEGRATION OF VOICE WITH DIGITAL TOOLS TO DRIVE MARKET 161
9.4 VIDEO/VISUAL 162
9.4.1 ENHANCED CUSTOMER ENGAGEMENT THROUGH VIDEO INTERACTIONS TO DRIVE MARKET 162
9.5 OMNICHANNEL 163
9.5.1 INTEGRATION OF DATA ACROSS CHANNELS FOR ENHANCED PERSONALIZATION TO DRIVE MARKET 163
10 AI FOR CUSTOMER SERVICE MARKET, BY REGION 165
10.1 INTRODUCTION 166
10.2 NORTH AMERICA 167
10.2.1 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET DRIVERS 168
10.2.2 NORTH AMERICA: MACROECONOMIC IMPACT 168
10.2.3 US 174
10.2.3.1 Rise in need to enhance customer experience using AI-powered chatbots and virtual assistants to drive market 174
10.2.4 CANADA 175
10.2.4.1 Innovations in ethical AI to enhance AI-enabled customer support and drive market 175
10.3 EUROPE 176
10.3.1 EUROPE: AI FOR CUSTOMER SERVICE MARKET DRIVERS 176
10.3.2 EUROPE: MACROECONOMIC IMPACT 177
10.3.3 UK 182
10.3.3.1 Enhancing customer engagement with ethical AI to drive market 182
10.3.4 GERMANY 183
10.3.4.1 Advancing AI-powered customer service to drive market 183
10.3.5 FRANCE 184
10.3.5.1 Advancing ethical AI solutions for customer service to drive market 184
10.3.6 ITALY 185
10.3.6.1 Empowering SMEs and strengthening data privacy to drive market 185
10.3.7 SPAIN 186
10.3.7.1 Oracle’s USD 1 billion cloud investment to drive AI growth 186
10.3.8 REST OF EUROPE 187
10.4 ASIA PACIFIC 187
10.4.1 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET DRIVERS 188
10.4.2 ASIA PACIFIC: MACROECONOMIC IMPACT 188
10.4.3 CHINA 195
10.4.3.1 Implementation of regulatory approval for generative AI applications to drive market 195
10.4.4 JAPAN 196
10.4.4.1 Regulatory efforts and partnerships to drive AI for customer service 196
10.4.5 INDIA 197
10.4.5.1 Adoption of AI-driven solutions for personalized customer service to drive market 197
10.4.6 SOUTH KOREA 198
10.4.6.1 Increased AI integration for personalized customer support to drive market 198
10.4.7 AUSTRALIA & NEW ZEALAND 199
10.4.7.1 AI revolution in Australia & New Zealand to drive market 199
10.4.8 ASEAN COUNTRIES 200
10.4.8.1 Governments strengthening digital infrastructure for AI innovation to drive market 200
10.4.9 REST OF ASIA PACIFIC 201
10.5 MIDDLE EAST & AFRICA 202
10.5.1 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET DRIVERS 202
10.5.2 MIDDLE EAST & AFRICA: MACROECONOMIC IMPACT 203
10.5.3 MIDDLE EAST 208
10.5.3.1 KSA 209
10.5.3.1.1 Saudi Arabia’s Vision 2030 for enhancing AI-driven customer engagement to drive market 209
10.5.3.2 UAE 210
10.5.3.2.1 UAE’s digital transformation fuels AI-driven customer service innovation 210
10.5.3.3 Bahrain 211
10.5.3.3.1 Bahrain’s regulatory sandbox drives AI innovation in customer service 211
10.5.3.4 Kuwait 212
10.5.3.4.1 SAP empowering Kuwaiti organizations by embedding AI into business applications for better operational efficiency 212
10.5.3.5 Rest of Middle East 213
10.5.4 AFRICA 214
10.6 LATIN AMERICA 215
10.6.1 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET DRIVERS 215
10.6.2 LATIN AMERICA: MACROECONOMIC IMPACT 215
10.6.3 BRAZIL 221
10.6.3.1 Increased customer service innovation with AI-powered chatbots to drive market 221
10.6.4 MEXICO 222
10.6.4.1 Mexico leverages AI for customer service through key partnerships and innovations 222
10.6.5 ARGENTINA 223
10.6.5.1 Strategic partnerships and investment incentives to drive AI growth 223
10.6.6 REST OF LATIN AMERICA 224
11 COMPETITIVE LANDSCAPE 225
11.1 OVERVIEW 225
11.2 KEY PLAYER STRATEGIES/RIGHT TO WIN, 2020–2024 225
11.3 REVENUE ANALYSIS, 2019–2023 228
11.4 MARKET SHARE ANALYSIS, 2023 229
11.4.1 MARKET SHARE ANALYSIS OF KEY PLAYERS 229
11.4.2 MARKET RANKING ANALYSIS 230
11.5 PRODUCT COMPARATIVE ANALYSIS, BY PRODUCT TYPE 231
11.5.1 PRODUCT COMPARATIVE ANALYSIS, BY CHATBOTS AND
VIRTUAL ASSISTANTS 231
11.5.1.1 Google Dialogflow 231
11.5.1.2 IBM Watson Assistant 232
11.5.1.3 XO Automation (Kore.ai) 232
11.5.2 PRODUCT COMPARATIVE ANALYSIS, BY AI-DRIVEN TICKETING SYSTEMS 232
11.5.2.1 Freedy AI (Freshdesk) 232
11.5.2.2 AI bot (Zendesk) 232
11.5.2.3 Zia AI (Zoho) 232
11.5.3 PRODUCT COMPARATIVE ANALYSIS, BY RECOMMENDATION SYSTEMS 233
11.5.3.1 Amazon Personalize (AWS) 233
11.5.3.2 Product Recommendation Engines (Salesforce) 233
11.5.3.3 Dynamic Yield 233
11.6 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS 234
11.7 COMPANY EVALUATION MATRIX: KEY PLAYERS, 2023 235
11.7.1 STARS 235
11.7.2 EMERGING LEADERS 235
11.7.3 PERVASIVE PLAYERS 235
11.7.4 PARTICIPANTS 235
11.7.5 COMPANY FOOTPRINT: KEY PLAYERS 237
11.7.5.1 Company footprint 237
11.7.5.2 Region footprint 238
11.7.5.3 Product type footprint 239
11.7.5.4 Customer interaction channel footprint 240
11.7.5.5 End user footprint 241
11.8 COMPANY EVALUATION MATRIX: STARTUPS/SMES, 2023 242
11.8.1 PROGRESSIVE COMPANIES 243
11.8.2 RESPONSIVE COMPANIES 243
11.8.3 DYNAMIC COMPANIES 243
11.8.4 STARTING BLOCKS 243
11.8.5 COMPETITIVE BENCHMARKING: STARTUPS/SMES, 2023 245
11.8.5.1 Detailed list of key startups/SMEs 245
11.8.5.2 Competitive benchmarking of key startups/SMEs 247
11.9 COMPETITIVE SCENARIO 248
11.9.1 PRODUCT LAUNCHES & ENHANCEMENTS 248
11.9.2 DEALS 251
12 COMPANY PROFILES 254
12.1 INTRODUCTION 254
12.2 KEY PLAYERS 254
12.2.1 MICROSOFT 254
12.2.1.1 Business overview 254
12.2.1.2 Products/Solutions/Services offered 256
12.2.1.3 Recent developments 256
12.2.1.3.1 Product launches and enhancements 256
12.2.1.3.2 Deals 257
12.2.1.4 MnM view 258
12.2.1.4.1 Key strengths 258
12.2.1.4.2 Strategic choices 258
12.2.1.4.3 Weaknesses and competitive threats 258
12.2.2 IBM 259
12.2.2.1 Business overview 259
12.2.2.2 Products/Solutions/Services offered 260
12.2.2.3 Recent developments 261
12.2.2.3.1 Product launches and enhancements 261
12.2.2.3.2 Deals 262
12.2.2.4 MnM view 262
12.2.2.4.1 Key strengths 262
12.2.2.4.2 Strategic choices 263
12.2.2.4.3 Weaknesses and competitive threats 263
12.2.3 GOOGLE 264
12.2.3.1 Business overview 264
12.2.3.2 Products/Solutions/Services offered 265
12.2.3.3 Recent developments 267
12.2.3.3.1 Product launches and enhancements 267
12.2.3.3.2 Deals 268
12.2.3.4 MnM view 269
12.2.3.4.1 Key strengths 269
12.2.3.4.2 Strategic choices 269
12.2.3.4.3 Weaknesses and competitive threats 269
12.2.4 AWS 270
12.2.4.1 Business overview 270
12.2.4.2 Products/Solutions/Services offered 271
12.2.4.3 Recent developments 272
12.2.4.3.1 Product launches and enhancements 272
12.2.4.3.2 Deals 273
12.2.4.4 MnM view 274
12.2.4.4.1 Key strengths 274
12.2.4.4.2 Strategic choices 274
12.2.4.4.3 Weaknesses and competitive threats 274
12.2.5 SALESFORCE 275
12.2.5.1 Business overview 275
12.2.5.2 Products/Solutions/Services offered 276
12.2.5.3 Recent developments 277
12.2.5.3.1 Product launches and enhancements 277
12.2.5.4 MnM view 278
12.2.5.4.1 Key strengths 278
12.2.5.4.2 Strategic choices 278
12.2.5.4.3 Weaknesses and competitive threats 278
12.2.6 ATLASSIAN 279
12.2.6.1 Business overview 279
12.2.6.2 Products/Solutions/Services offered 280
12.2.6.3 Recent developments 282
12.2.6.3.1 Product launches and enhancements 282
12.2.7 SERVICENOW 283
12.2.7.1 Business overview 283
12.2.7.2 Products/Solutions/Services offered 284
12.2.7.3 Recent developments 286
12.2.7.3.1 Product launches and enhancements 286
12.2.8 ZENDESK 287
12.2.8.1 Business overview 287
12.2.8.2 Products/Solutions/Services offered 288
12.2.8.3 Recent developments 290
12.2.8.3.1 Product launches and enhancements 290
12.2.8.3.2 Deals 290
12.2.9 SAP 291
12.2.9.1 Business overview 291
12.2.9.2 Products/Solutions/Services offered 292
12.2.9.3 Recent developments 293
12.2.9.3.1 Deals 293
12.2.10 SPRINKLR 294
12.2.10.1 Business overview 294
12.2.10.2 Products/Solutions/Services offered 295
12.2.10.3 Recent developments 298
12.2.10.3.1 Deals 298
12.2.11 OPENAI 299
12.2.11.1 Business overview 299
12.2.11.2 Products/Solutions/Services offered 300
12.2.11.3 Recent developments 301
12.2.11.3.1 Product Launches and Enhancements 301
12.2.11.3.2 Deals 302
12.2.12 AISERA 303
12.2.13 UIPATH 304
12.2.14 HUBSPOT 305
12.2.15 NICE 306
12.2.16 INTERCOM 307
12.2.17 QUALTRICS 308
12.2.18 FRESHWORKS 309
12.2.19 LIVEPERSON 310
12.2.20 HELPSHIFT 311
12.2.21 YELLOW.AI 312
12.2.22 COGITO 313
12.2.23 SMARTACTION 314
12.2.24 TALKDESK 315
12.2.25 FIVE9 316
12.2.26 RINGCENTRAL 317
12.2.27 NEXTIVA 318
12.2.28 KORE.AI 319
12.2.29 DYNAMIC YIELD 320
12.2.30 JIOHAPTIK 321
12.2.31 ORACLE 322
12.2.32 AFINITI 322
12.3 STARTUPS/SMES 323
12.3.1 KOMMUNICATE 323
12.3.2 HELP SCOUT 324
12.3.3 GORGIAS 325
12.3.4 ATERA 325
12.3.5 ADA 326
12.3.6 KUSTOMER 327
12.3.7 LEVITY 328
12.3.8 COGNIGY 328
12.3.9 ENGAGEWARE 329
12.3.10 NETOMI 329
12.3.11 LEVELAI 330
12.3.12 SYBILL AI 331
12.3.13 ONE AI 332
12.3.14 BRAINFISH 333
12.3.15 SENTISUM 334
12.3.16 BALTO 335
12.3.17 TOVIE AI 336
12.3.18 GURU 337
12.3.19 TIDIO 338
12.3.20 QUIQ 339
12.3.21 AIRCALL 340
12.3.22 ONEREACH.AI 340
12.3.23 CRESTA 341
12.3.24 DEEPDESK 342
12.3.25 FRONT 342
12.3.26 FULLVIEW 343
12.3.27 CRESCENDO AI 343
12.3.28 GRIDSPACE 344
13 ADJACENT AND RELATED MARKETS 345
13.1 INTRODUCTION 345
13.2 CONVERSATIONAL AI MARKET – GLOBAL FORECAST TO 2030 345
13.2.1 MARKET DEFINITION 345
13.2.2 MARKET OVERVIEW 345
13.2.2.1 Conversational AI market, by offering 346
13.2.2.2 Conversational AI market, by service 347
13.2.2.3 Conversational AI market, by business function 348
13.2.2.4 Conversational AI market, by conversational agent type 348
13.2.2.5 Conversational AI market, by integration mode 349
13.2.2.6 Conversational AI market, by vertical 350
13.2.2.7 Conversational AI market, by region 351
13.3 AI AGENTS MARKET 352
13.3.1 MARKET DEFINITION 352
13.3.2 MARKET OVERVIEW 353
13.3.2.1 AI agents market, by agent system 353
13.3.2.2 AI agents market, by product type 354
13.3.2.3 AI agents market, by agent role 354
13.3.2.4 AI agents market, by end user 356
13.3.2.5 AI agents market, by region 356
14 APPENDIX 358
14.1 DISCUSSION GUIDE 358
14.2 KNOWLEDGESTORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 365
14.3 CUSTOMIZATION OPTIONS 367
14.4 RELATED REPORTS 367
14.5 AUTHOR DETAILS 368
LIST OF TABLES
TABLE 1 USD EXCHANGE RATES, 2019–2023 37
TABLE 2 PRIMARY INTERVIEWS 40
TABLE 3 FACTOR ANALYSIS 47
TABLE 4 GLOBAL AI FOR CUSTOMER SERVICE MARKET SIZE AND GROWTH RATE,
2019–2023 (USD MILLION, Y-O-Y %) 51
TABLE 5 GLOBAL AI FOR CUSTOMER SERVICE MARKET SIZE AND GROWTH RATE,
2024–2030 (USD MILLION, Y-O-Y %) 51
TABLE 6 AI FOR CUSTOMER SERVICE MARKET: ECOSYSTEM 68
TABLE 7 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,
AND OTHER ORGANIZATIONS 85
TABLE 8 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,
AND OTHER ORGANIZATIONS 86
TABLE 9 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,
AND OTHER ORGANIZATIONS 87
TABLE 10 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 88
TABLE 11 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,
AND OTHER ORGANIZATIONS 89
TABLE 12 AI FOR CUSTOMER SERVICE MARKET: IMPACT OF PORTER’S FIVE FORCES 94
TABLE 13 AI FOR CUSTOMER SERVICE MARKET: DETAILED LIST OF CONFERENCES
AND EVENTS, 2025–2026 96
TABLE 14 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP 3 PRODUCT TYPES 97
TABLE 15 KEY BUYING CRITERIA FOR TOP 3 PRODUCT TYPES 98
TABLE 16 INDICATIVE PRICING ANALYSIS BY PRODUCT TYPE 99
TABLE 17 INDICATIVE PRICING OF AI FOR CUSTOMER SERVICE, BY PRODUCT TYPE 100
TABLE 18 PATENTS FILED, 2014–2024 102
TABLE 19 AI FOR CUSTOMER SERVICE MARKET: LIST OF PATENTS GRANTED, 2023–2024 103
TABLE 20 AI FOR CUSTOMER SERVICE MARKET, BY END USER, 2019–2023 (USD MILLION) 113
TABLE 21 AI FOR CUSTOMER SERVICE MARKET, BY END USER, 2024–2030 (USD MILLION) 113
TABLE 22 BFSI: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 114
TABLE 23 BFSI: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 115
TABLE 24 MEDIA & ENTERTAINMENT: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 115
TABLE 25 MEDIA & ENTERTAINMENT: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 116
TABLE 26 TELECOMMUNICATIONS: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 116
TABLE 27 TELECOMMUNICATIONS: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 117
TABLE 28 GOVERNMENT & PUBLIC SECTOR: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 117
TABLE 29 GOVERNMENT & PUBLIC SECTOR: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 118
TABLE 30 HEALTHCARE & LIFE SCIENCES: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 118
TABLE 31 HEALTHCARE & LIFE SCIENCES: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 119
TABLE 32 MANUFACTURING: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 119
TABLE 33 MANUFACTURING: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 120
TABLE 34 RETAIL & E-COMMERCE: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 120
TABLE 35 RETAIL & E-COMMERCE: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 121
TABLE 36 TECHNOLOGY & SOFTWARE: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 121
TABLE 37 TECHNOLOGY & SOFTWARE: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 122
TABLE 38 TRAVEL & HOSPITALITY: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 122
TABLE 39 TRAVEL & HOSPITALITY: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 123
TABLE 40 TRANSPORTATION & LOGISTICS: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 123
TABLE 41 TRANSPORTATION & LOGISTICS: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 124
TABLE 42 OTHER END USERS: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 125
TABLE 43 OTHER END USERS: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 125
TABLE 44 AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT BY TYPE,
2019–2023 (USD MILLION) 128
TABLE 45 AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT BY TYPE,
2024–2030 (USD MILLION) 129
TABLE 46 CHATBOT AND VIRTUAL ASSISTANTS: AI FOR CUSTOMER SERVICE MARKET,
BY REGION, 2019–2023 (USD MILLION) 129
TABLE 47 CHATBOT AND VIRTUAL ASSISTANTS: AI FOR CUSTOMER SERVICE MARKET,
BY REGION, 2024–2030 (USD MILLION) 130
TABLE 48 AI-DRIVEN TICKETING SYSTEMS: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 131
TABLE 49 AI-DRIVEN TICKETING SYSTEMS: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 131
TABLE 50 SENTIMENT AND FEEDBACK ANALYSIS TOOLS: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 133
TABLE 51 SENTIMENT AND FEEDBACK ANALYSIS TOOLS: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 133
TABLE 52 RECOMMENDATION SYSTEMS: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 134
TABLE 53 RECOMMENDATION SYSTEMS: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 135
TABLE 54 VISUAL AND DIAGNOSTIC TOOLS: AI FOR CUSTOMER SERVICE MARKET,
BY REGION, 2019–2023 (USD MILLION) 136
TABLE 55 VISUAL AND DIAGNOSTIC TOOLS: AI FOR CUSTOMER SERVICE MARKET,
BY REGION, 2024–2030 (USD MILLION) 136
TABLE 56 WORKFLOW AUTOMATION: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 137
TABLE 57 WORKFLOW AUTOMATION: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 138
TABLE 58 CONTENT MANAGEMENT: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 139
TABLE 59 CONTENT MANAGEMENT: AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 139
TABLE 60 AI AGENTS: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 141
TABLE 61 AI AGENTS: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 141
TABLE 62 OTHER PRODUCT TYPES: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 143
TABLE 63 OTHER PRODUCT TYPES: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 143
TABLE 64 AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE,
2019–2023 (USD MILLION) 144
TABLE 65 AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE,
2024–2030 (USD MILLION) 144
TABLE 66 CLOUD: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 145
TABLE 67 CLOUD: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 145
TABLE 68 ON-PREMISES: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 146
TABLE 69 ON-PREMISES: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 146
TABLE 70 AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER SERVICE DELIVERY MODE, 2019–2023 (USD MILLION) 147
TABLE 71 AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER SERVICE DELIVERY MODE, 2024–2030 (USD MILLION) 148
TABLE 72 SELF-SERVICE: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 148
TABLE 73 SELF-SERVICE: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 149
TABLE 74 AGENT AUGMENTED: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 149
TABLE 75 AGENT AUGMENTED: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 150
TABLE 76 BACKEND OPERATIONS AUTOMATION: AI FOR CUSTOMER SERVICE MARKET,
BY REGION, 2019–2023 (USD MILLION) 150
TABLE 77 BACKEND OPERATIONS AUTOMATION: AI FOR CUSTOMER SERVICE MARKET,
BY REGION, 2024–2030 (USD MILLION) 151
TABLE 78 AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 151
TABLE 79 AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 152
TABLE 80 PRE-SALES: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 152
TABLE 81 PRE-SALES: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 152
TABLE 82 POST-SALES: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 153
TABLE 83 POST-SALES: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 153
TABLE 84 AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY,
2019–2023 (USD MILLION) 155
TABLE 85 AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY,
2024–2030 (USD MILLION) 155
TABLE 86 GENERATIVE AI: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 156
TABLE 87 GENERATIVE AI: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 156
TABLE 88 OTHER AI: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 157
TABLE 89 OTHER AI: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 157
TABLE 90 AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER INTERACTION CHANNEL, 2019–2023 (USD MILLION) 159
TABLE 91 AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER INTERACTION CHANNEL 2024–2030 (USD MILLION) 160
TABLE 92 TEXT AND EMAIL: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 160
TABLE 93 TEXT AND EMAIL: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 161
TABLE 94 VOICE: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 161
TABLE 95 VOICE: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 162
TABLE 96 VIDEO/VISUAL: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 162
TABLE 97 VIDEO/VISUAL: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 163
TABLE 98 OMNICHANNEL: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 163
TABLE 99 OMNICHANNEL: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 164
TABLE 100 AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2019–2023 (USD MILLION) 167
TABLE 101 AI FOR CUSTOMER SERVICE MARKET, BY REGION, 2024–2030 (USD MILLION) 167
TABLE 102 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT TYPE, 2019–2023 (USD MILLION) 169
TABLE 103 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT TYPE, 2024–2030 (USD MILLION) 170
TABLE 104 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 170
TABLE 105 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE, 2024–2030 (USD MILLION) 170
TABLE 106 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER SERVICE DELIVERY MODE, 2019–2023 (USD MILLION) 171
TABLE 107 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER SERVICE DELIVERY MODE, 2024–2030 (USD MILLION) 171
TABLE 108 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA, 2019–2023 (USD MILLION) 171
TABLE 109 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA, 2024–2030 (USD MILLION) 171
TABLE 110 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY,
2019–2023 (USD MILLION) 172
TABLE 111 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY,
2024–2030 (USD MILLION) 172
TABLE 112 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER INTERACTION CHANNEL, 2019–2023 (USD MILLION) 172
TABLE 113 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER INTERACTION CHANNEL, 2024–2030 (USD MILLION) 172
TABLE 114 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY END USER,
2019–2023 (USD MILLION) 173
TABLE 115 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY END USER,
2024–2030 (USD MILLION) 173
TABLE 116 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY,
2019–2023 (USD MILLION) 174
TABLE 117 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY,
2024–2030 (USD MILLION) 174
TABLE 118 US: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 174
TABLE 119 US: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 175
TABLE 120 CANADA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 175
TABLE 121 CANADA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 176
TABLE 122 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT TYPE,
2019–2023 (USD MILLION) 177
TABLE 123 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT TYPE,
2024–2030 (USD MILLION) 178
TABLE 124 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE,
2019–2023 (USD MILLION) 178
TABLE 125 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE,
2024–2030 (USD MILLION) 178
TABLE 126 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER SERVICE
DELIVERY MODE, 2019–2023 (USD MILLION) 179
TABLE 127 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER SERVICE
DELIVERY MODE, 2024–2030 (USD MILLION) 179
TABLE 128 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 179
TABLE 129 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 179
TABLE 130 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY,
2019–2023 (USD MILLION) 180
TABLE 131 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY, 2024–2030 (USD MILLION) 180
TABLE 132 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER INTERACTION CHANNEL, 2019–2023 (USD MILLION) 180
TABLE 133 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER INTERACTION CHANNEL, 2024–2030 (USD MILLION) 180
TABLE 134 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY END USER,
2019–2023 (USD MILLION) 181
TABLE 135 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY END USER,
2024–2030 (USD MILLION) 181
TABLE 136 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY,
2019–2023 (USD MILLION) 182
TABLE 137 EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY,
2024–2030 (USD MILLION) 182
TABLE 138 UK: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 183
TABLE 139 UK: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 183
TABLE 140 GERMANY: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 184
TABLE 141 GERMANY: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 184
TABLE 142 FRANCE: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 185
TABLE 143 FRANCE: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 185
TABLE 144 ITALY: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 185
TABLE 145 ITALY: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 186
TABLE 146 SPAIN: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 186
TABLE 147 SPAIN: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 186
TABLE 148 REST OF EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA, 2019–2023 (USD MILLION) 187
TABLE 149 REST OF EUROPE: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA, 2024–2030 (USD MILLION) 187
TABLE 150 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT TYPE,
2019–2023 (USD MILLION) 190
TABLE 151 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT TYPE,
2024–2030 (USD MILLION) 190
TABLE 152 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 190
TABLE 153 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE, 2024–2030 (USD MILLION) 191
TABLE 154 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER SERVICE DELIVERY MODE, 2019–2023 (USD MILLION) 191
TABLE 155 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER SERVICE DELIVERY MODE, 2024–2030 (USD MILLION) 191
TABLE 156 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 191
TABLE 157 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 192
TABLE 158 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY,
2019–2023 (USD MILLION) 192
TABLE 159 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY,
2024–2030 (USD MILLION) 192
TABLE 160 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER INTERACTION CHANNEL, 2019–2023 (USD MILLION) 192
TABLE 161 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER INTERACTION CHANNEL, 2024–2030 (USD MILLION) 193
TABLE 162 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY END USER,
2019–2023 (USD MILLION) 193
TABLE 163 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY END USER,
2024–2030 (USD MILLION) 194
TABLE 164 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY/REGION,
2019–2023 (USD MILLION) 194
TABLE 165 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY/REGION,
2024–2030 (USD MILLION) 195
TABLE 166 CHINA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 195
TABLE 167 CHINA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 196
TABLE 168 JAPAN: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 196
TABLE 169 JAPAN: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 197
TABLE 170 INDIA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 197
TABLE 171 INDIA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 198
TABLE 172 SOUTH KOREA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA, 2019–2023 (USD MILLION) 198
TABLE 173 SOUTH KOREA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA, 2024–2030 (USD MILLION) 198
TABLE 174 AUSTRALIA & NEW ZEALAND: AI FOR CUSTOMER SERVICE MARKET,
BY FUNCTIONAL AREA, 2019–2023 (USD MILLION) 199
TABLE 175 AUSTRALIA & NEW ZEALAND: AI FOR CUSTOMER SERVICE MARKET,
BY FUNCTIONAL AREA, 2024–2030 (USD MILLION) 199
TABLE 176 ASEAN: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY,
2019–2023 (USD MILLION) 200
TABLE 177 ASEAN: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY,
2024–2030 (USD MILLION) 200
TABLE 178 ASEAN: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 200
TABLE 179 ASEAN: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 201
TABLE 180 REST OF ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY END USER, 2019–2023 (USD MILLION) 201
TABLE 181 REST OF ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET, BY END USER, 2024–2030 (USD MILLION) 202
TABLE 182 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT TYPE, 2019–2023 (USD MILLION) 203
TABLE 183 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT TYPE, 2024–2030 (USD MILLION) 204
TABLE 184 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET,
BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 204
TABLE 185 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET,
BY DEPLOYMENT MODE, 2024–2030 (USD MILLION) 204
TABLE 186 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER SERVICE DELIVERY MODE, 2019–2023 (USD MILLION) 205
TABLE 187 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER SERVICE DELIVERY MODE, 2024–2030 (USD MILLION) 205
TABLE 188 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET,
BY FUNCTIONAL AREA, 2019–2023 (USD MILLION) 205
TABLE 189 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET,
BY FUNCTIONAL AREA, 2024–2030 (USD MILLION) 205
TABLE 190 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY, 2019–2023 (USD MILLION) 206
TABLE 191 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY, 2024–2030 (USD MILLION) 206
TABLE 192 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER INTERACTION CHANNEL, 2019–2023 (USD MILLION) 206
TABLE 193 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER INTERACTION CHANNEL, 2024–2030 (USD MILLION) 206
TABLE 194 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET, BY END USER, 2019–2023 (USD MILLION) 207
TABLE 195 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET, BY END USER, 2024–2030 (USD MILLION) 207
TABLE 196 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2019–2023 (USD MILLION) 208
TABLE 197 MIDDLE EAST & AFRICA: AI FOR CUSTOMER SERVICE MARKET, BY REGION,
2024–2030 (USD MILLION) 208
TABLE 198 MIDDLE EAST: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY,
2019–2023 (USD MILLION) 209
TABLE 199 MIDDLE EAST: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY,
2024–2030 (USD MILLION) 209
TABLE 200 KSA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 210
TABLE 201 KSA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 210
TABLE 202 UAE: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 210
TABLE 203 UAE: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 211
TABLE 204 BAHRAIN: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 211
TABLE 205 BAHRAIN: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 212
TABLE 206 KUWAIT: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 213
TABLE 207 KUWAIT: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 213
TABLE 208 REST OF MIDDLE EAST: AI FOR CUSTOMER SERVICE MARKET,
BY FUNCTIONAL AREA, 2019–2023 (USD MILLION) 213
TABLE 209 REST OF MIDDLE EAST: AI FOR CUSTOMER SERVICE MARKET,
BY FUNCTIONAL AREA, 2024–2030 (USD MILLION) 214
TABLE 210 AFRICA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 214
TABLE 211 AFRICA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 214
TABLE 212 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT TYPE,
2019–2023 (USD MILLION) 216
TABLE 213 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY PRODUCT TYPE,
2024–2030 (USD MILLION) 216
TABLE 214 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE, 2019–2023 (USD MILLION) 217
TABLE 215 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY DEPLOYMENT MODE, 2024–2030 (USD MILLION) 217
TABLE 216 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER SERVICE DELIVERY MODE, 2019–2023 (USD MILLION) 217
TABLE 217 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY CUSTOMER SERVICE DELIVERY MODE, 2024–2030 (USD MILLION) 217
TABLE 218 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA, 2019–2023 (USD MILLION) 218
TABLE 219 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA, 2024–2030 (USD MILLION) 218
TABLE 220 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY,
2019–2023 (USD MILLION) 218
TABLE 221 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY TECHNOLOGY,
2024–2030 (USD MILLION) 218
TABLE 222 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER INTERACTION CHANNEL, 2019–2023 (USD MILLION) 219
TABLE 223 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET,
BY CUSTOMER INTERACTION CHANNEL, 2024–2030 (USD MILLION) 219
TABLE 224 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY END USER,
2019–2023 (USD MILLION) 219
TABLE 225 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY END USER,
2024–2030 (USD MILLION) 220
TABLE 226 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY,
2019–2023 (USD MILLION) 220
TABLE 227 LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET, BY COUNTRY,
2024–2030 (USD MILLION) 220
TABLE 228 BRAZIL: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 221
TABLE 229 BRAZIL: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 221
TABLE 230 MEXICO: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 222
TABLE 231 MEXICO: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 222
TABLE 232 ARGENTINA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2019–2023 (USD MILLION) 223
TABLE 233 ARGENTINA: AI FOR CUSTOMER SERVICE MARKET, BY FUNCTIONAL AREA,
2024–2030 (USD MILLION) 223
TABLE 234 REST OF LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET,
BY FUNCTIONAL AREA, 2019–2023 (USD MILLION) 224
TABLE 235 REST OF LATIN AMERICA: AI FOR CUSTOMER SERVICE MARKET,
BY FUNCTIONAL AREA, 2024–2030 (USD MILLION) 224
TABLE 236 AI FOR CUSTOMER SERVICE MARKET: OVERVIEW OF STRATEGIES ADOPTED
BY KEY VENDORS, 2020–2024 225
TABLE 237 AI FOR CUSTOMER SERVICE MARKET: DEGREE OF COMPETITION, 2023 230
TABLE 238 AI FOR CUSTOMER SERVICE MARKET: REGION FOOTPRINT 238
TABLE 239 AI FOR CUSTOMER SERVICE MARKET: PRODUCT TYPE FOOTPRINT 239
TABLE 240 AI FOR CUSTOMER SERVICE MARKET:
CUSTOMER INTERACTION CHANNEL FOOTPRINT 240
TABLE 241 AI FOR CUSTOMER SERVICE MARKET: END USER FOOTPRINT 241
TABLE 242 AI FOR CUSTOMER SERVICE MARKET: DETAILED LIST OF KEY STARTUPS/SMES 245
TABLE 243 AI FOR CUSTOMER SERVICE MARKET:
COMPETITIVE BENCHMARKING OF STARTUPS/SMES 247
TABLE 244 AI FOR CUSTOMER SERVICE MARKET:
PRODUCT LAUNCHES & ENHANCEMENTS, JANUARY 2021–JANUARY 2025 248
TABLE 245 AI FOR CUSTOMER SERVICE MARKET: DEALS, JANUARY 2021–JANUARY 2025 251
TABLE 246 MICROSOFT: COMPANY OVERVIEW 255
TABLE 247 MICROSOFT: PRODUCTS/SOLUTIONS/SERVICES OFFERED 256
TABLE 248 MICROSOFT: PRODUCT LAUNCHES AND ENHANCEMENTS 256
TABLE 249 MICROSOFT: DEALS 257
TABLE 250 IBM: COMPANY OVERVIEW 259
TABLE 251 IBM: PRODUCTS/SOLUTIONS/SERVICES OFFERED 260
TABLE 252 IBM: PRODUCT LAUNCHES AND ENHANCEMENTS 261
TABLE 253 IBM: DEALS 262
TABLE 254 GOOGLE: COMPANY OVERVIEW 264
TABLE 255 GOOGLE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 265
TABLE 256 GOOGLE: PRODUCT LAUNCHES AND ENHANCEMENTS 267
TABLE 257 GOOGLE: DEALS 268
TABLE 258 AWS: COMPANY OVERVIEW 270
TABLE 259 AWS: PRODUCTS/SOLUTIONS/SERVICES OFFERED 271
TABLE 260 AWS: PRODUCT LAUNCHES AND ENHANCEMENTS 272
TABLE 261 AWS: DEALS 273
TABLE 262 SALESFORCE: COMPANY OVERVIEW 275
TABLE 263 SALESFORCE: PRODUCTS/SOLUTIONS/SERVICES OFFERED 276
TABLE 264 SALESFORCE: PRODUCT LAUNCHES AND ENHANCEMENTS 277
TABLE 265 ATLASSIAN: COMPANY OVERVIEW 279
TABLE 266 ATLASSIAN: PRODUCTS/SOLUTIONS/SERVICES OFFERED 280
TABLE 267 ATLASSIAN: PRODUCT LAUNCHES AND ENHANCEMENTS 282
TABLE 268 SERVICENOW: COMPANY OVERVIEW 283
TABLE 269 SERVICENOW: PRODUCTS/SOLUTIONS/SERVICES OFFERED 284
TABLE 270 SERVICENOW: PRODUCT LAUNCHES AND ENHANCEMENTS 286
TABLE 271 ZENDESK: COMPANY OVERVIEW 287
TABLE 272 ZENDESK: PRODUCTS/SOLUTIONS/SERVICES OFFERED 288
TABLE 273 ZENDESK: PRODUCT LAUNCHES AND ENHANCEMENTS 290
TABLE 274 ZENDESK: DEALS 290
TABLE 275 SAP: COMPANY OVERVIEW 291
TABLE 276 SAP: PRODUCTS/SOLUTIONS/SERVICES OFFERED 292
TABLE 277 SAP: DEALS 293
TABLE 278 SPRINKLR: COMPANY OVERVIEW 294
TABLE 279 SPRINKLR: PRODUCTS/SOLUTIONS/SERVICES OFFERED 295
TABLE 280 SPRINKLR: DEALS 298
TABLE 281 OPENAI: COMPANY OVERVIEW 299
TABLE 282 OPENAI: PRODUCTS/SOLUTIONS/SERVICES OFFERED 300
TABLE 283 OPENAI: PRODUCT LAUNCHES AND ENHANCEMENTS 301
TABLE 284 OPENAI: DEALS 302
TABLE 285 CONVERSATIONAL AI SOFTWARE MARKET, BY TECHNOLOGY,
2019–2023 (USD MILLION) 346
TABLE 286 CONVERSATIONAL AI SOFTWARE MARKET, BY TECHNOLOGY,
2024–2030 (USD MILLION) 347
TABLE 287 CONVERSATIONAL AI MARKET, BY SERVICE, 2019–2023 (USD MILLION) 347
TABLE 288 CONVERSATIONAL AI MARKET, BY SERVICE, 2024–2030 (USD MILLION) 347
TABLE 289 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION,
2019–2023 (USD MILLION) 348
TABLE 290 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION,
2024–2030 (USD MILLION) 348
TABLE 291 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE,
2019–2023 (USD MILLION) 349
TABLE 292 CONVERSATIONAL AI MARKET, BY CONVERSATIONAL AGENT TYPE,
2024–2030 (USD MILLION) 349
TABLE 293 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE,
2019–2023 (USD MILLION) 350
TABLE 294 CONVERSATIONAL AI MARKET, BY INTEGRATION MODE,
2024–2030 (USD MILLION) 350
TABLE 295 CONVERSATIONAL AI MARKET, BY VERTICAL, 2019–2023 (USD MILLION) 350
TABLE 296 CONVERSATIONAL AI MARKET, BY VERTICAL, 2024–2030 (USD MILLION) 351
TABLE 297 CONVERSATIONAL AI MARKET, BY REGION, 2019–2023 (USD MILLION) 352
TABLE 298 CONVERSATIONAL AI MARKET, BY REGION, 2024–2030 (USD MILLION) 352
TABLE 299 AI AGENTS MARKET, BY AGENT SYSTEM, 2019–2023 (USD MILLION) 353
TABLE 300 AI AGENTS MARKET, BY AGENT SYSTEM, 2024–2030 (USD MILLION) 353
TABLE 301 AI AGENTS MARKET, BY PRODUCT TYPE, 2019–2023 (USD MILLION) 354
TABLE 302 AI AGENTS MARKET, BY PRODUCT TYPE, 2024–2030 (USD MILLION) 354
TABLE 303 AI AGENTS MARKET, BY AGENT ROLE, 2019–2023 (USD MILLION) 355
TABLE 304 AI AGENTS MARKET, BY AGENT ROLE, 2024–2030 (USD MILLION) 355
TABLE 305 AI AGENTS MARKET, BY END USER, 2019–2023 (USD MILLION) 356
TABLE 306 AI AGENTS MARKET, BY END USER, 2024–2030 (USD MILLION) 356
TABLE 307 AI AGENTS MARKET, BY REGION, 2019–2023 (USD MILLION) 357
TABLE 308 AI AGENTS MARKET, BY REGION, 2024–2030 (USD MILLION) 357
LIST OF FIGURES
FIGURE 1 AI FOR CUSTOMER SERVICE MARKET: RESEARCH DESIGN 39
FIGURE 2 DATA TRIANGULATION 42
FIGURE 3 AI FOR CUSTOMER SERVICE MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 43
FIGURE 4 APPROACH 1, BOTTOM-UP (SUPPLY-SIDE): REVENUE FROM SOFTWARE/SERVICES OF AI FOR CUSTOMER SERVICE MARKET 44
FIGURE 5 APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM
ALL SOFTWARE/SERVICES OF AI FOR CUSTOMER SERVICE MARKET 45
FIGURE 6 APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM
ALL SOFTWARE/SERVICES OF AI FOR CUSTOMER SERVICE MARKET 45
FIGURE 7 APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF AI FOR CUSTOMER SERVICE THROUGH OVERALL AI FOR CUSTOMER SERVICE SOLUTIONS SPENDING 46
FIGURE 8 CHATBOT AND VIRTUAL ASSISTANT SEGMENT TO DOMINATE MARKET IN 2024 52
FIGURE 9 CLOUD DEPLOYMENT MODE TO HOLD LARGER MARKET SHARE IN 2024 52
FIGURE 10 SELF-SERVICE CUSTOMER DELIVERY MODE SEGMENT TO LEAD MARKET IN 2024 52
FIGURE 11 POST-SALES FUNCTIONAL AREA TO DOMINATE
AI FOR CUSTOMER SERVICE MARKET IN 2024 53
FIGURE 12 OTHER AI TECHNOLOGIES TO HOLD LARGER MARKET SHARE IN 2024 53
FIGURE 13 TEXT & EMAIL CUSTOMER INTERACTION CHANNEL TO LEAD
AI FOR CUSTOMER SERVICE MARKET IN 2024 53
FIGURE 14 BFSI END USER TO BE LARGEST MARKET IN 2024 54
FIGURE 15 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 54
FIGURE 16 IMPROVED CUSTOMER ENGAGEMENT WITH OMNI-CHANNEL SELF-SERVICE OPTIONS TO DRIVE MARKET 55
FIGURE 17 AGENT AUGMENTED SEGMENT TO GROW AT HIGHEST CAGR
DURING FORECAST PERIOD 56
FIGURE 18 CLOUD AND POST-SALES SEGMENT TO HOLD LARGEST MARKET SHARES
IN NORTH AMERICA IN 2024 56
FIGURE 19 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2024 57
FIGURE 20 AI FOR CUSTOMER SERVICE MARKET: DRIVERS, RESTRAINTS,
OPPORTUNITIES, AND CHALLENGES 59
FIGURE 21 EVOLUTION OF AI FOR CUSTOMER SERVICE MARKET 62
FIGURE 22 AI FOR CUSTOMER SERVICE MARKET ECOSYSTEM: KEY PLAYERS 71
FIGURE 23 AI FOR CUSTOMER SERVICE MARKET: SUPPLY CHAIN ANALYSIS 93
FIGURE 24 PORTER’S FIVE FORCES ANALYSIS 95
FIGURE 25 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP 3 PRODUCT TYPES 97
FIGURE 26 KEY BUYING CRITERIA FOR TOP 3 PRODUCT TYPES 98
FIGURE 27 INDICATIVE PRICING ANALYSIS, BY SOFTWARE TYPE 99
FIGURE 28 NUMBER OF PATENTS GRANTED TO VENDORS IN LAST 10 YEARS 102
FIGURE 29 REGIONAL ANALYSIS OF PATENTS GRANTED, 2014–2024 106
FIGURE 30 TRENDS/DISRUPTIONS IMPACTING CUSTOMER BUSINESS 107
FIGURE 31 AI FOR CUSTOMER SERVICE MARKET: INVESTMENT LANDSCAPE AND
FUNDING SCENARIO (USD MILLION AND NUMBER OF FUNDING ROUNDS) 108
FIGURE 32 MARKET POTENTIAL OF GENERATIVE AI IN ENHANCING
AI FOR CUSTOMER SERVICE ACROSS KEY END USERS 109
FIGURE 33 HEALTHCARE & LIFE SCIENCES SEGMENT TO GROW AT HIGHEST CAGR
DURING FORECAST PERIOD 112
FIGURE 34 AI AGENTS SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 128
FIGURE 35 ON-PREMISES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 144
FIGURE 36 AGENT AUGMENTED SEGMENT TO GROW AT HIGHER CAGR
DURING FORECAST PERIOD 147
FIGURE 37 PRE-SALES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 151
FIGURE 38 GENERATIVE AI SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 155
FIGURE 39 VIDEO/VISUAL SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 159
FIGURE 40 INDIA TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD 166
FIGURE 41 ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD 166
FIGURE 42 NORTH AMERICA: AI FOR CUSTOMER SERVICE MARKET SNAPSHOT 169
FIGURE 43 ASIA PACIFIC: AI FOR CUSTOMER SERVICE MARKET SNAPSHOT 189
FIGURE 44 AI FOR CUSTOMER SERVICE MARKET: REVENUE ANALYSIS OF
FIVE KEY PLAYERS, 2019–2023 228
FIGURE 45 SHARE ANALYSIS OF LEADING COMPANIES IN AI
FOR CUSTOMER SERVICE MARKET, 2023 229
FIGURE 46 PRODUCT COMPARATIVE ANALYSIS, BY PRODUCT TYPE 231
FIGURE 47 COMPANY VALUATION AND FINANCIAL METRICS OF KEY VENDORS 234
FIGURE 48 YEAR-TO-DATE (YTD) PRICE TOTAL RETURN AND 5-YEAR STOCK BETA
OF KEY VENDORS 234
FIGURE 49 AI FOR CUSTOMER SERVICE MARKET:
COMPANY EVALUATION MATRIX (KEY PLAYERS), 2023 236
FIGURE 50 AI FOR CUSTOMER SERVICE MARKET: COMPANY FOOTPRINT 237
FIGURE 51 AI FOR CUSTOMER SERVICE MARKET: COMPANY EVALUATION MATRIX (STARTUPS/SMES), 2023 244
FIGURE 52 MICROSOFT: COMPANY SNAPSHOT 255
FIGURE 53 IBM: COMPANY SNAPSHOT 260
FIGURE 54 GOOGLE: COMPANY SNAPSHOT 265
FIGURE 55 AWS: COMPANY SNAPSHOT 271
FIGURE 56 SALESFORCE: COMPANY SNAPSHOT 276
FIGURE 57 ATLASSIAN: COMPANY SNAPSHOT 280
FIGURE 58 SERVICENOW: COMPANY SNAPSHOT 284
FIGURE 59 SPRINKLR: COMPANY SNAPSHOT 295
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