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Chatbot Market by Component, Type (Rule Based & AI Based), Application (Customer Service, Customer Engagement & Retention), Channel Integration, Business Function (ITSM, Finance), Vertical, and Region - Global Forecast to 2026

  • ID: 5308865
  • Report
  • March 2021
  • Region: Global
  • 323 Pages
  • Markets and Markets
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The Global Chatbot Market Size to Grow from USD 2.9 Billion in 2020 to USD 10.5 Billion by 2026, at a Compound Annual Growth Rate (CAGR) of 23.5% During the Forecast Period

FEATURED COMPANIES

  • Aivo
  • Cognicor Technologies
  • Google
  • Kevit
  • Microsoft
  • Personetics
  • MORE

The Global Chatbot Market is expected to grow from USD 2.9 billion in 2020 to USD 10.5 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 23.5% during the forecast period. The adoption of chatbot solutions is considerable and is projected to grow at a good pace in the coming years. One of the factors contributing to the growth of the chatbot market is the advent of technologies, such as analytics, AI, and cloud, which enable various industries to organize their operations. Furthermore, the increasing customer demand for self-services is accelerating the adoption of chatbots, thus offering a competitive advantage to businesses.

The chatbot market witnessed a trivial slowdown in 2020 due to the global lockdown. The COVID-19 pandemic has increased the churn rate and shuddered almost every industry. The lockdown is impacting global manufacturing, and supply chains and logistics as the continuity of operations for various sectors are badly impacted. The sectors facing the greatest drawbacks are manufacturing, transportation and logistics, and retail and consumer goods. The availability of essential items is impacted due to the lack of manpower to work on production lines, supply chains, and transportation, although the essential items are exempted from the lockdown.

Demand for chatbot solutions and services is expected to increase in 2021, due to the increasing demand for enhancing customer experience and building a personalized relationship with prospects. Several verticals would deploy a diverse array of chatbot solutions and services to enable digital transformation initiatives, which address mission-critical processes, improve operations, and differentiate customer viewing experiences. The reduction in operational costs, better customer experiences, resolution of customer queries, enhanced visibility into processes and operations, and improved real-time decision-making are key business and operational priorities that are expected to drive the adoption of chatbots. 

The services segment is expected to grow at a higher CAGR during the forecast period

The global chatbot market is segmented on the basis of components into solutions and services.  Based on the solutions segment, the market is divided into platform and software. The services segment is further divided into managed services and professional services. The services segment is expected to grow at a higher CAGR during the forecast period. The growing use of AI and analytics for policymaking, environmental analysis, and real-time decision-making is expected to increase the adoption of services.

The AI-based segment to grow at a higher CAGR during the forecast period

The global chatbot market is segmented on the basis of type into rule based and AI based. The AI-based segment is expected to at a higher CAGR during the forecast period.  Due to intelligent customer engagement and the self-learning process, the AI-based segment is anticipated to register the fastest growth during the forecast period.

Among verticals, the healthcare and life sciences segment to grow at the highest CAGR during the forecast period 

The chatbot market is segmented into the various verticals, particularly BFSI, IT and telecom, retail and eCommerce, healthcare and life sciences, transportation and logistics, government, travel and hospitality, media and entertainment, and others (education, energy and utilities, and manufacturing). Key factors favoring the growth of chatbots across these verticals include the rising technology advancements and growing availability of industry-specific chatbots. Healthcare and life sciences vertical is expected to grow at the highest CAGR during the forecast period. Chatbots have the potential to revolutionize healthcare. They can substantially boost efficiency and improve the accuracy of symptom collection and ailment identification, preventive care, post-recovery care, and feedback procedures.

APAC to grow at a higher CAGR during the forecast period

The chatbot market has been segmented into five regions: North America, Europe, APAC, MEA, and Latin America. Among these regions, North America is projected to hold the largest market size during the forecast period. APAC is expected to grow at the highest CAGR during the forecast period. Countries in APAC are technology-driven and present major opportunities in terms of investments and revenue. These countries include China, Singapore, Japan, and India. Factors such as flexible economic conditions, industrialization- and globalization-motivated policies of governments, and digitalization are expected to support the growth of the chatbot market in APAC.

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 chatbot market. 

  • By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%
  • By Designation: C-Level Executives: 50%, Directors: 30%, and Others: 20%
  • By Region: North America: 25%, APAC: 30%, Europe: 30%, MEA: 10%, and Latin America: 5%

The report includes the study of key players offering chatbot solutions and services. It profiles major vendors in the global chatbot market. The major vendors in the global chatbot market include IBM (US), Microsoft (US), Google (US), AWS (US), Nuance (US), Oracle (US), Creative Virtual (UK), Artificial Solutions (Spain), Kore.ai (US), Inbenta (US), [24]7.AI (US), Aivo (Argentina) ServiceNow (US), Conversica (US), Personetics (US), LiveChat (Poland), MindMeld (US), CogniCor (US), Gupshup (US), Contus (India), Chatfuel (US), KeyReply (Singapore), SmartBots (US), Yellow Messenger (India), Kevit (India), Yekaliva (India), and Pypestream (US).

Research Coverage

The market study covers the chatbot market across segments. It aims at estimating the market size and the growth potential of this market across different segments, such as components, type, application, organization size, deployment mode, vertical, and regions. It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.

Key Benefits of Buying the Report 

The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall chatbot market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities. 

Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Aivo
  • Cognicor Technologies
  • Google
  • Kevit
  • Microsoft
  • Personetics
  • MORE

1 Introduction
1.1 Introduction to COVID-19
1.2 COVID-19 Health Assessment
Figure 1 COVID-19: Global Propagation
Figure 2 COVID-19 Propagation: Select Countries
1.3 COVID-19 Economic Assessment
Figure 3 Revised Gross Domestic Product Forecasts for Select G20 Countries in 2020
1.3.1 COVID-19 Economic Impact - Scenario Assessment
Figure 4 Criteria Impacting Global Economy
Figure 5 Scenarios in Terms of Recovery of Global Economy
1.4 Objectives of the Study
1.5 Market Definition
1.5.1 Inclusions and Exclusions
1.6 Market Scope
1.6.1 Market Segmentation
1.6.2 Regions Covered
1.6.3 Years Considered for the Study
1.7 Currency Considered
Table 1 United States Dollar Exchange Rate, 2018-2020
1.8 Stakeholders
1.9 Summary of Changes

2 Research Methodology
2.1 Research Data
Figure 6 Chatbot Market: Research Design
2.1.1 Secondary Data
2.1.2 Primary Data
Table 2 Primary Interviews
2.1.2.1 Breakup of Primary Profiles
2.1.2.2 Key Industry Insights
2.2 Market Breakup and Data Triangulation
Figure 7 Data Triangulation
2.3 Market Size Estimation
Figure 8 Chatbot Market: Top-Down and Bottom-Up Approaches
2.3.1 Top-Down Approach
2.3.2 Bottom-Up Approach
Figure 9 Market Size Estimation Methodology - Approach 1 (Supply-Side): Revenue from Solutions/Services of Market
Figure 10 Market Size Estimation Methodology - Approach 2, Bottom-Up (Supply-Side): Collective Revenue from All Solutions/ Services of Market
Figure 11 Market Size Estimation Methodology - Approach 3, Bottom-Up (Supply-Side): Collective Revenue from All Solutions/Services of Chatbot Market
Figure 12 Market Size Estimation Methodology - Approach 4, Bottom-Up (Demand-Side): Share of Chatbot Through Overall Chatbot Spending
2.4 Market Forecast
Table 3 Factor Analysis
2.5 Company Evaluation Matrix Methodology
Figure 13 Company Evaluation Matrix: Criteria Weightage
2.6 Startup/SME Evaluation Matrix Methodology
Figure 14 Start-Up/SME Evaluation Matrix: Criteria Weightage
2.7 Assumptions for the Study
2.8 Limitations of the Study
2.9 Implications of COVID-19 on the Market
Figure 15 Quarterly Impact of COVID-19 During 2020-2021

3 Executive Summary
Table 4 Global Chatbot Market Size and Growth Rate, 2015-2019 (USD Million, Y-O-Y %)
Table 5 Global Market Size and Growth Rate, 2020-2026 (USD Million, Y-O-Y %)
Figure 16 Solutions Segment to Hold Larger Market Size in 2020
Figure 17 Software Segment to Hold Higher Market Share in 2020
Figure 18 Professional Services Segment to Hold Larger Market Size in 2020
Figure 19 System Integration and Implementation Segment to Hold Highest Market Share in 2020
Figure 20 AI Based Chatbot Segment to Hold Higher Market Size in 2020
Figure 21 Mobile Applications Segment to Hold Highest Market Share in 2020
Figure 22 Sales and Marketing Segment to Hold Largest Market Size in 2020
Figure 23 Customer Service Segment to Hold Highest Market Share in 2020
Figure 24 On-Premises Segment to Hold Higher Market Share in 2020
Figure 25 Small and Medium-Sized Enterprises Segment to Hold Larger Market Size in 2020
Figure 26 Retail and Ecommerce Vertical to Hold Highest Market Share in 2020
Figure 27 North America to Hold Highest Market Share and Asia-Pacific to Grow at Highest CAGR in 2020

4 Premium Insights
4.1 Attractive Opportunities in Chatbot Market
Figure 28 Advancements in Technology Coupled with Rising Customer Demand for Self-Services Operations and Growth in Need for 24*7 Customer Support at Lower Operational Cost to Drive Market Growth
4.2 Market: Top Three Applications
Figure 29 Data Privacy and Compliance Segment to Grow at the Highest CAGR During the Forecast Period
4.3 Market: by Component and Top Three Verticals
Figure 30 Solution Segment and Retail and E-Commerce Vertical Segment to Hold High Market Shares in 2020
4.4 Market: by Region
Figure 31 North America to Hold Highest Market Share in 2020

5 Market Overview
5.1 Introduction
5.2 Chatbot: Evolution
Figure 32 Evolution of Chatbot Market
5.3 Chatbot: Architecture
Figure 33 Market Architecture
5.4 Market Dynamics
Figure 34 Drivers, Restraints, Opportunities, and Challenges: Market
5.4.1 Drivers
5.4.1.1 Advancements in Technology, Coupled with Rising Customer Demand for Self-Service Operations
5.4.1.2 Growth in Need for 24×7 Customer Support at a Lower Operational Cost
5.4.1.3 Increase in Focus on Customer Engagement Through Various Channels
5.4.2 Restraints
5.4.2.1 Inability to Recognize Customer Intent and Respond Effectively
5.4.2.2 Dearth of Accuracy in User's Voice Authentication
5.4.3 Opportunities
5.4.3.1 Initiatives Toward the Development of Self-Learning Chatbots to Deliver a More Human-Like Conversational Experience
5.4.3.2 Rise in Demand for AI-Based Chatbots to Deliver Enhanced Customer Experience
5.4.4 Challenges
5.4.4.1 Lack of Awareness About the Effect of Chatbot Technology on Various Applications
5.4.5 Cumulative Growth Analysis
5.5 Case Study Analysis
5.5.1 Bankbazaar Implemented Haptik's Chatbot to Increase Customer Engagement and Enhance Customer Reach
5.5.2 Loreal Partnered with Automat to Develop a Messaging Chatbot to Increase Customer Engagement and Enhance Productivity
5.5.3 Zurich Insurance Group Worked with Spixii to Develop Zara Chatbot for Quick Notifications
5.5.4 Ubisend Offers Vanarama a Leasing Chatbot Solution to Enable Customers to Browse and Handle Customer Queries
5.5.5 Six Payment Services Ltd. Partnered with Enterprise Bot to Enhance Customer Service
5.5.6 Oyo Integrated Haptik's Live Chat Agent Tool to Provide Customer Support and Handle Query Over Whatsapp
5.5.7 Elisa Estonia Deployed Mindtitan's Chatbot to Analyze Incoming Chats and Improve Customer Experience
5.5.8 Tia Selected Rasa's Nlu to Incorporate Hipaa Compliant and Improve Efficiency
5.5.9 Snaps Offers Nike a Personalized Engagement Model to Increase Customer Engagement Via Mobile Channel
5.5.10 Dream 11 Implemented Haptik's Support Bot to Enhance Customer Support During Seasonal Spike
5.5.11 Seb Retail Bank Enhances the Efficiency of Internal and External Support Processes Through Ipsoft's Amelia Chatbot
5.6 Value Chain Analysis
Figure 35 Value Chain Analysis
5.7 Regulatory Landscape
5.7.1 General Data Protection Regulation
5.7.2 Health Insurance Portability and Accountability Act
5.7.2.1 Payment Card Industry Data Security Standard
5.7.2.2 Financial Industry Regulatory Authority
5.7.2.3 Service Organizational Control 2
5.7.2.4 Markets in Financial Instruments Directive II
5.8 Chatbot Market: COVID-19 Impact
Figure 36 Market to Witness Minimal Slowdown in Growth in 2020
5.9 Patent Analysis
5.9.1 Methodology
5.9.2 Document Type
Table 6 Patents Filed
5.9.3 Innovation and Patent Applications
Figure 37 Total Number of Patents Granted in a Year, 2010-2020
5.9.3.1 Top Applicants
Figure 38 Top 12 Companies with Highest Number of Patent Applications, 2010-2020
Table 7 Top 20 Patent Owners (US) in Chatbot Market, 2010-2020
5.10 Pricing Model Analysis
5.11 Porter's Five Forces Analysis
Figure 39 Porter's Five Forces Analysis
5.11.1 Threat of New Entrants
5.11.2 Threat of Substitutes
5.11.3 Bargaining Power of Suppliers
5.11.4 Bargaining Power of Buyers
5.11.5 Intensity of Competitive Rivalry
5.12 Scenario
Figure 40 Critical Factors to Impact the Growth of the Chatbot Market
5.13 Technology Analysis
5.13.1 Machine Learning and Chatbot
5.13.2 Deep Learning and Chatbot
5.13.3 Natural Language Processing and Chatbot
5.13.4 Automated Speech Recognition and Chatbot

6 Chatbot Market, by Component
6.1 Introduction
6.1.1 Components: COVID-19 Impact
6.1.2 Components: Market Drivers
Figure 41 Services Segment to Register Higher CAGR During Forecast Period
Table 8 Market Size by Component, 2015-2019 (USD Million)
Table 9 Market Size, by Component, 2020-2026 (USD Million)
6.2 Solutions
Figure 42 Platform Segment to Grow at Higher CAGR During Forecast Period
Table 10 Market Size by Component, 2015-2019 (USD Million)
Table 11 Market Size, by Solution, 2020-2026 (USD Million)
6.2.1 Software
Table 12 Software: Chatbot Market Size, by Region, 2015-2019 (USD Million)
Table 13 Software: Market Size, by Region, 2020-2026 (USD Million)
6.2.2 Platform
Table 14 Platform: Market Size, by Region, 2015-2019 (USD Million)
Table 15 Platform: Market Size, by Region, 2020-2026 (USD Million)
6.3 Services
Figure 43 Managed Services Segment to Register Higher CAGR During Forecast Period
Table 16 Services: Market Size, by Type, 2015-2019 (USD Million)
Table 17 Services: Market Size, by Type, 2020-2026 (USD Million)
6.3.1 Managed Services
Table 18 Managed Services: Market Size, by Region, 2015-2019 (USD Million)
Table 19 Managed Services: Market Size, by Region, 2020-2026 (USD Million)
6.3.2 Professional Services
Table 20 Professional Services: Market Size, by Type, 2015-2019 (USD Million)
Table 21 Professional Services: Chatbot Market Size, By type, 2020-2026 (USD Million)
6.3.2.1 Consulting
Table 22 Consulting Market Size, by Region, 2015-2019 (USD Million)
Table 23 Consulting Market Size, by Region, 2020-2026 (USD Million)
6.3.2.2 System Integration and Implementation
Table 24 System Integration and Implementation Market Size, by Region, 2015-2019 (USD Million)
Table 25 System Integration and Implementation Market Size, by Region, 2020-2026 (USD Million)
6.3.2.3 Support and Maintenance
Table 26 Support and Maintenance Market Size, by Region, 2015-2019 (USD Million)
Table 27 Support and Maintenance Market Size, by Region, 2020-2026 (USD Million)

7 Chatbot Market, by Type
7.1 Introduction
7.1.1 Types: COVID-19 Impact
7.1.2 Types: Market Drivers
Table 28 Market Size, by Type, 2015-2019 (USD Million)
Table 29 Market Size, by Type, 2020-2026 (USD Million)
7.2 Rule Based
Table 30 Rule Based: Market Size, by Region, 2015-2019 (USD Million)
Table 31 Rule Based: Market Size, by Region, 2020-2026 (USD Million)
7.3 AI Based
Table 32 AI Based: Market Size, by Region, 2015-2019 (USD Million)
Table 33 AI Based: Market Size, by Region, 2020-2026 (USD Million)

8 Chatbot Market, by Deployment Mode
8.1 Introduction
8.1.1 Deployment Modes: COVID-19 Impact
8.1.2 Deployment Modes: Market Drivers
Figure 44 Cloud Segment to Grow at Higher CAGR During Forecast Period
Table 34 Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 35 Market Size, by Deployment Mode, 2020-2026 (USD Million)
8.2 On-Premises
Table 36 On-Premises: Market Size, by Region, 2015-2019 (USD Million)
Table 37 On-Premises: Market Size, by Region, 2020-2026 (USD Million)
8.3 Cloud
Table 38 Cloud: Market Size, by Region, 2015-2019 (USD Million)
Table 39 Cloud: Market Size, by Region, 2020-2026 (USD Million)

9 Chatbot Market, by Channel Integration
9.1 Introduction
9.1.1 Channel Integrations: COVID-19 Impact
9.1.2 Channel Integrations: Market Drivers
Figure 45 Social Media Segment to Grow at Highest CAGR During Forecast Period
Table 40 Market Size, by Channel Integration, 2015-2019 (USD Million)
Table 41 Market Size, by Channel Integration, 2020-2026 (USD Million)
9.2 Websites
Table 42 Websites: Market Size, by Region, 2015-2019 (USD Million)
Table 43 Websites: Market Size, by Region, 2020-2026 (USD Million)
9.3 Contact Centers
Table 44 Contact Centers: Chatbot Market Size, by Region, 2015-2019 (USD Million)
Table 45 Contact Centers: Market Size, by Region, 2020-2026 (USD Million)
9.4 Social Media
Table 46 Social Media: Market Size, by Region, 2015-2019 (USD Million)
Table 47 Social Media: Market Size, by Region, 2020-2026 (USD Million)
9.5 Mobile Applications
Table 48 Mobile Applications: Market Size, by Region, 2015-2019 (USD Million)
Table 49 Mobile Applications: Market Size, by Region, 2020-2026 (USD Million)

10 Chatbot Market, by Organization Size
10.1 Introduction
10.1.1 Organization Size: COVID-19 Impact
10.1.2 Organization Size: Market Drivers
Figure 46 Small and Medium-Sized Enterprises Segment to Witness Higher Growth Rate During Forecast Period
Table 50 Market Size, by Organization Size, 2015-2019 (USD Million)
Table 51 Market Size, by Organization Size, 2020-2026 (USD Million)
10.2 Large Enterprises
Table 52 Large Enterprises: Market Size, by Region, 2015-2019 (USD Million)
Table 53 Large Enterprises: Market Size, by Region, 2020-2026 (USD Million)
10.3 Small and Medium-Sized Enterprises
Table 54 Small and Medium-Sized Enterprises: Market Size, by Region, 2015-2019 (USD Million)
Table 55 Small and Medium-Sized Enterprises: Market Size, by Region, 2020-2026 (USD Million)

11 Chatbot Market, by Business Function
11.1 Introduction
11.1.1 Business Functions: COVID-19 Impact
11.1.2 Business Functions: Market Drivers
Figure 47 Finance Segment to Grow at Highest CAGR During Forecast Period
Table 56 Market Size, by Business Function, 2015-2019 (USD Million)
Table 57 Market Size, by Business Function, 2020-2026 (USD Million)
11.2 Information Technology Service Management
Table 58 Information Technology Service Management: Market Size, by Region, 2015-2019 (USD Million)
Table 59 Information Technology Service Management: Market Size, by Region, 2020-2026 (USD Million)
11.3 Human Resources
Table 60 Human Resources: Chatbot Market Size, by Region, 2015-2019 (USD Million)
Table 61 Human Resources: Market Size, by Region, 2020-2026 (USD Million)
11.4 Sales and Marketing
Table 62 Sales and Marketing: Market Size, by Region, 2015-2019 (USD Million)
Table 63 Sales and Marketing: Market Size, by Region, 2020-2026 (USD Million)
11.5 Finance
Table 64 Finance: Market Size, by Region, 2015-2019 (USD Million)
Table 65 Finance: Market Size, by Region, 2020-2026 (USD Million)

12 Chatbot Market, by Application
12.1 Introduction
12.1.1 Applications: COVID-19 Impact
12.1.2 Applications: Market Drivers
Figure 48 Data Privacy and Compliance Segment to Grow at Highest CAGR During Forecast Period
Table 66 Market Size, by Application, 2015-2019 (USD Million)
Table 67 Market Size, by Application, 2020-2026 (USD Million)
12.2 Customer Service
Table 68 Customer Service: Market Size, by Region, 2015-2019 (USD Million)
Table 69 Customer Service: Market Size, by Region, 2020-2026 (USD Million)
12.3 Personal Assistant
Table 70 Personal Assistant: Market Size, by Region, 2015-2019 (USD Million)
Table 71 Personal Assistant: Market Size, by Region, 2020-2026 (USD Million)
12.4 Branding and Advertisement
Table 72 Branding and Advertisement: Chatbot Market Size, by Region, 2015-2019 (USD Million)
Table 73 Branding and Advertisement: Market Size, by Region, 2020-2026 (USD Million)
12.5 Customer Engagement and Retention
Table 74 Customer Engagement and Retention: Market Size, by Region, 2015-2019 (USD Million)
Table 75 Customer Engagement and Retention: Market Size, by Region, 2020-2026 (USD Million)
12.6 Data Privacy and Compliance
Table 76 Data Privacy and Compliance: Market Size, by Region, 2015-2019 (USD Million)
Table 77 Data Privacy and Compliance: Market Size, by Region, 2020-2026 (USD Million)
12.7 Employee Engagement and on Boarding
Table 78 Employee Engagement and On-Boarding: Market Size, by Region, 2015-2019 (USD Million)
Table 79 Employee Engagement and On-Boarding: Market Size, by Region, 2020-2026 (USD Million)
12.8 Payment Processing
Table 80 Payment Processing: Market Size, by Region, 2015-2019 (USD Million)
Table 81 Payment Processing: Market Size, by Region, 2020-2026 (USD Million)
12.9 Other Applications
Table 82 Other Applications: Market Size, by Region, 2015-2019 (USD Million)
Table 83 Other Applications: Market Size, by Region, 2020-2026 (USD Million)

13 Chatbot Market, by Vertical
13.1 Introduction
13.1.1 Verticals: COVID-19 Impact
13.1.2 Verticals: Market Drivers
Figure 49 Healthcare and Life Sciences Vertical to Grow at Highest CAGR During Forecast Period
Table 84 Market Size, by Vertical, 2015-2019 (USD Million)
Table 85 Market Size, by Vertical, 2020-2026 (USD Million)
13.2 Banking, Financial Services, and Insurance
Table 86 Banking Financial Services and Insurance: Market Size, by Region, 2015-2019 (USD Million)
Table 87 Banking Financial Services and Insurance: Market Size, by Region, 2020-2026 (USD Million)
13.3 Information Technology and Telecom
Table 88 It and Telecom: Chatbot Market Size, by Region, 2015-2019 (USD Million)
Table 89 It and Telecom: Market Size, by Region, 2020-2026 (USD Million)
13.4 Retail and Ecommerce
Table 90 Retail and Ecommerce: Market Size, by Region, 2015-2019 (USD Million)
Table 91 Retail and Ecommerce: Market Size, by Region, 2020-2026 (USD Million)
13.5 Healthcare and Life Sciences
Table 92 Healthcare and Life Sciences: Market Size, by Region, 2015-2019 (USD Million)
Table 93 Healthcare and Life Sciences: Market Size, by Region, 2020-2026 (USD Million)
13.6 Travel and Hospitality
Table 94 Travel and Hospitality: Market Size, by Region, 2015-2019 (USD Million)
Table 95 Travel and Hospitality: Market Size, by Region, 2020-2026 (USD Million)
13.7 Media and Entertainment
Table 96 Media and Entertainment: Market Size, by Region, 2015-2019 (USD Million)
Table 97 Media and Entertainment: Market Size, by Region, 2020-2026 (USD Million)
13.8 Transportation and Logistics
Table 98 Transportation and Logistics: Chatbot Market Size, by Region, 2015-2019 (USD Million)
Table 99 Transportation and Logistics: Market Size, by Region, 2020-2026 (USD Million)
13.9 Government
Table 100 Government: Market Size, by Region, 2015-2019 (USD Million)
Table 101 Government: Market Size, by Region, 2020-2026 (USD Million)
13.10 Other Verticals
Table 102 Other Verticals: Market Size, by Region, 2015-2019 (USD Million)
Table 103 Other Verticals: Market Size, by Region, 2020-2026 (USD Million)

14 Chatbot Market, by Region
14.1 Introduction
Figure 50 Asia-Pacific to Account for Highest CAGR During Forecast Period
Figure 51 India to Account for Highest CAGR During Forecast Period
Table 104 Market Size, by Region, 2015-2019 (USD Million)
Table 105 Market Size, by Region, 2020-2026 (USD Million)
14.2 North America
14.2.1 North America: COVID-19 Impact
14.2.2 North America: Chatbot Market Drivers
14.2.3 North America: Regulatory Implications
14.2.3.1 United States Securities and Exchange Commission
14.2.3.2 International Organization for Standardization 27001
14.2.3.3 California Consumer Privacy Act
14.2.3.4 Health Insurance Portability and Accountability Act of 1996
Figure 52 North America: Market Snapshot
Table 106 North America: Chatbot Market Size, by Component, 2015-2019 (USD Million)
Table 107 North America: Market Size, by Component, 2020-2026 (USD Million)
Table 108 North America: Market Size, by Solution, 2015-2019 (USD Million)
Table 109 North America: Market Size, by Solution, 2020-2026 (USD Million)
Table 110 North America: Market Size, by Service, 2015-2019 (USD Million)
Table 111 North America: Market Size, by Service, 2020-2026 (USD Million)
Table 112 North America: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 113 North America: Market Size, by Professional Service, 2020-2026 (USD Million)
Table 114 North America: Market Size, by Type, 2015-2019 (USD Million)
Table 115 North America: Market Size, by Type, 2020-2026 (USD Million)
Table 116 North America: Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 117 North America: Chatbot Market Size, by Deployment Mode, 2020-2026 (USD Million)
Table 118 North America: Market Size, by Channel Integration, 2015-2019 (USD Million)
Table 119 North America: Market Size, by Channel Integration, 2020-2026 (USD Million)
Table 120 North America: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 121 North America: Market Size, by Organization Size, 2020-2026 (USD Million)
Table 122 North America: Market Size, by Business Function, 2015-2019 (USD Million)
Table 123 North America: Market Size, by Business Function, 2020-2026 (USD Million)
Table 124 North America: Market Size, by Application, 2015-2019 (USD Million)
Table 125 North America: Market Size, by Application, 2020-2026 (USD Million)
Table 126 North America: Market Size, by Verticals, 2015-2019 (USD Million)
Table 127 North America: Market Size, by Vertical, 2020-2026 (USD Million)
Table 128 North America: Market Size, by Country, 2015-2019 (USD Million)
Table 129 North America: Market Size, by Country, 2020-2025 (USD Million)
14.2.4 United States
14.2.5 Canada
14.3 Europe
14.3.1 Europe: COVID-19 Impact
14.3.2 Europe: Market Drivers
14.3.3 Europe: Regulatory Implications
14.3.3.1 General Data Protection Regulation
Table 130 Europe: Chatbot Market Size, by Component, 2015-2019 (USD Million)
Table 131 Europe: Market Size, by Component, 2020-2026 (USD Million)
Table 132 Europe: Market Size, by Solution, 2015-2019 (USD Million)
Table 133 Europe: Market Size, by Solution, 2020-2026 (USD Million)
Table 134 Europe: Market Size, by Service, 2015-2019 (USD Million)
Table 135 Europe: Market Size, by Service, 2020-2026 (USD Million)
Table 136 Europe: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 137 Europe: Market Size, by Professional Service, 2020-2026 (USD Million)
Table 138 Europe: Market Size, by Type, 2015-2019 (USD Million)
Table 139 Europe: Market Size, by Type, 2020-2026 (USD Million)
Table 140 Europe: Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 141 Europe: Market Size, by Deployment Mode, 2020-2026 (USD Million)
Table 142 Europe: Market Size, by Channel Integration, 2015-2019 (USD Million)
Table 143 Europe: Market Size, by Channel Integrations, 2020-2026 (USD Million)
Table 144 Europe: Chatbot Market Size, by Organization Size, 2015-2019 (USD Million)
Table 145 Europe: Market Size, by Organization Size, 2020-2026 (USD Million)
Table 146 Europe: Market Size, by Business Function, 2015-2019 (USD Million)
Table 147 Europe: Market Size, by Business Function, 2020-2026 (USD Million)
Table 148 Europe: Market Size, by Applications, 2015-2019 (USD Million)
Table 149 Europe: Market Size, by Applications, 2020-2026 (USD Million)
Table 150 Europe: Market Size, by Verticals, 2015-2019 (USD Million)
Table 151 Europe: Market Size, by Verticals, 2020-2026 (USD Million)
Table 152 Europe: Market Size, by Country, 2015-2019 (USD Million)
Table 153 Europe: Market Size, by Country, 2020-2026 (USD Million)
14.3.4 United Kingdom
14.3.5 Germany
14.3.6 France
14.3.7 Rest of Europe
14.4 Asia-Pacific
14.4.1 Asia-Pacific: COVID-19 Impact
14.4.2 Asia-Pacific: Market Drivers
14.4.3 Asia-Pacific: Regulatory Implications
14.4.3.1 Personal Data Protection Act
Figure 53 Asia-Pacific: Market Snapshot
Table 154 Asia-Pacific: Chatbot Market Size, by Component, 2015-2019 (USD Million)
Table 155 Asia-Pacific: Market Size, by Component, 2020-2026 (USD Million)
Table 156 Asia-Pacific: Market Size, by Solution, 2015-2019 (USD Million)
Table 157 Asia-Pacific: Market Size, by Solution, 2020-2026 (USD Million)
Table 158 Asia-Pacific: Market Size, by Service, 2015-2019 (USD Million)
Table 159 Asia-Pacific: Market Size, by Service, 2020-2026 (USD Million)
Table 160 Asia-Pacific: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 161 Asia-Pacific: Market Size, by Professional Service, 2020-2026 (USD Million)
Table 162 Asia-Pacific: Market Size, by Type, 2015-2019 (USD Million)
Table 163 Asia-Pacific: Market Size, by Type, 2020-2026 (USD Million)
Table 164 Asia-Pacific: Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 165 Asia-Pacific: Market Size, by Deployment Mode, 2020-2026 (USD Million)
Table 166 Asia-Pacific: Market Size, by Channel Integration, 2015-2019 (USD Million)
Table 167 Asia-Pacific: Chatbot Market Size, by Channel Integrations, 2020-2026 (USD Million)
Table 168 Asia-Pacific: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 169 Asia-Pacific: Market Size, by Organization Size, 2020-2026 (USD Million)
Table 170 Asia-Pacific: Market Size, by Business Function, 2015-2019 (USD Million)
Table 171 Asia-Pacific: Market Size, by Business Function, 2020-2026 (USD Million)
Table 172 Asia-Pacific: Market Size, by Applications, 2015-2019 (USD Million)
Table 173 Asia-Pacific: Market Size, by Applications, 2020-2026 (USD Million)
Table 174 Asia-Pacific: Market Size, by Verticals, 2015-2019 (USD Million)
Table 175 Asia-Pacific: Market Size, by Verticals, 2020-2026 (USD Million)
Table 176 Asia-Pacific: Market Size, by Country, 2015-2019 (USD Million)
Table 177 Asia-Pacific: Market Size, by Country, 2020-2026 (USD Million)
14.4.4 China
14.4.5 India
14.4.6 Japan
14.4.7 Rest of Asia-Pacific
14.5 Middle East and Africa
14.5.1 Middle East and Africa: COVID-19 Impact
14.5.2 Middle East and Africa: Market Drivers
14.5.3 Middle East and Africa: Regulatory Implications
14.5.3.1 Personal Data Protection Law
Table 178 Middle East and Africa: Chatbot Market Size, by Component, 2015-2019 (USD Million)
Table 179 Middle East and Africa: Market Size, by Component, 2020-2026 (USD Million)
Table 180 Middle East and Africa: Market Size, by Solution, 2015-2019 (USD Million)
Table 181 Middle East and Africa: Market Size, by Solution, 2020-2026 (USD Million)
Table 182 Middle East and Africa: Market Size, by Service, 2015-2019 (USD Million)
Table 183 Middle East and Africa: Market Size, by Service, 2020-2026 (USD Million)
Table 184 Middle East and Africa: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 185 Middle East and Africa: Market Size, by Professional Service, 2020-2026 (USD Million)
Table 186 Middle East and Africa: Market Size, by Type, 2015-2019 (USD Million)
Table 187 Middle East and Africa: Market Size, by Type, 2020-2026 (USD Million)
Table 188 Middle East and Africa: Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 189 Middle East and Africa: Market Size, by Deployment Mode, 2020-2026 (USD Million)
Table 190 Middle East and Africa: Market Size, by Channel Integrations, 2015-2019 (USD Million)
Table 191 Middle East and Africa: Chatbot Market Size, by Channel Integrations, 2020-2026 (USD Million)
Table 192 Middle East and Africa: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 193 Middle East and Africa: Market Size, by Organization Size, 2020-2026 (USD Million)
Table 194 Middle East and Africa: Market Size, by Business Function, 2015-2019 (USD Million)
Table 195 Middle East and Africa: Market Size, by Business Function, 2020-2026 (USD Million)
Table 196 Middle East and Africa: Market Size, by Application, 2015-2019 (USD Million)
Table 197 Middle East and Africa: Market Size, by Application, 2020-2026 (USD Million)
Table 198 Middle East and Africa: Market Size, by Verticals, 2015-2019 (USD Million)
Table 199 Middle East and Africa: Market Size, by Verticals, 2020-2026 (USD Million)
Table 200 Middle East and Africa: Market Size, by Country, 2015-2019 (USD Million)
Table 201 Middle East and Africa: Market Size, by Country, 2020-2025 (USD Million)
14.5.4 Israel
14.5.5 United Arab Emirates
14.5.6 South Africa
14.5.7 Rest of Middle East and Africa
14.6 Latin America
14.6.1 Latin America: COVID-19 Impact
14.6.2 Latin America: Market Drivers
14.6.3 Latin America: Regulatory Implications
14.6.3.1 Federal Law on Protection of Personal Data Held by Individuals
Table 202 Latin America: Chatbot Market Size, by Component, 2015-2019 (USD Million)
Table 203 Latin America: Market Size, by Component, 2020-2026 (USD Million)
Table 204 Latin America: Market Size, by Solution, 2015-2019 (USD Million)
Table 205 Latin America: Market Size, by Solution, 2020-2026 (USD Million)
Table 206 Latin America: Market Size, by Service, 2015-2019 (USD Million)
Table 207 Latin America: Market Size, by Service, 2020-2026 (USD Million)
Table 208 Latin America: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 209 Latin America: Market Size, by Professional Service, 2020-2026 (USD Million)
Table 210 Latin America: Market Size, by Type, 2015-2019 (USD Million)
Table 211 Latin America: Market Size, by Type, 2020-2026 (USD Million)
Table 212 Latin America: Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 213 Latin America: Market Size, by Deployment Mode, 2020-2026 (USD Million)
Table 214 Latin America: Market Size, by Channel Integrations, 2015-2019 (USD Million)
Table 215 Latin America: Market Size, by Channel Integrations, 2020-2026 (USD Million)
Table 216 Latin America: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 217 Latin America: Market Size, by Organization Size, 2020-2026 (USD Million)
Table 218 Latin America: Market Size, by Business Function, 2015-2019 (USD Million)
Table 219 Latin America: Market Size, by Business Function, 2020-2026 (USD Million)
Table 220 Latin America: Market Size, by Applications, 2015-2019 (USD Million)
Table 221 Latin America: Market Size, by Applications, 2020-2026 (USD Million)
Table 222 Latin America: Market Size, by Verticals, 2015-2019 (USD Million)
Table 223 Latin America: Market Size, by Verticals, 2020-2026 (USD Million)
Table 224 Latin America: Market Size, by Country, 2015-2019 (USD Million)
Table 225 Latin America: Market Size, by Country, 2020-2025 (USD Million)
14.6.4 Brazil
14.6.5 Mexico
14.6.6 Rest of Latin America

15 Competitive Landscape
15.1 Overview
15.2 Market Evaluation Framework
Figure 54 Market Evaluation Framework: Partnerships and Expansions from 2018 to 2021
15.3 Market Share, 2020
Figure 55 IBM Led Chatbot Market in 2020
15.4 Historic Revenue Analysis of Key Market Players
Figure 56 Revenue Analysis of Key Market Players
15.5 Key Market Developments
15.5.1 New Product Launches and Product Enhancements
Table 226 New Product Launches and Product Enhancements, 2018-2021
15.5.2 Deals
Table 227 Deals, 2018-2021
15.5.3 Others
Table 228 Others, 2018-2020
15.6 Company Evaluation Matrix Definitions and Methodology
Figure 57 Ranking of Key Players, 2020
15.7 Company Evaluation Matrix, 2020
15.7.1 Star
15.7.2 Emerging Leaders
15.7.3 Pervasive
15.7.4 Participants
Figure 58 Chatbot Market (Global), Company Evaluation Matrix, 2020
15.7.5 Strength of Product Portfolio
Figure 59 Product Portfolio Analysis of Top Players in the Market
15.7.6 Business Strategy Excellence
Figure 60 Business Strategy Excellence of Top Players in the Market
15.8 Startup/SME Evaluation Matrix, 2020
15.8.1 Progressive Companies
15.8.2 Responsive Companies
15.8.3 Dynamic Companies
15.8.4 Starting Blocks
Figure 61 Chatbot Market (Global), Startup/SME Evaluation Matrix, 2020
15.8.5 Strength of Product Portfolio
Figure 62 Product Portfolio Analysis of Top Startups in the Market
15.8.6 Business Strategy Excellence
Figure 63 Business Strategy Excellence of Top Startups in the Market

16 Company Profiles
16.1 Introduction
(Business Overview, Products & Services, Key Insights, Recent Developments, COVID-19 Developments, Analyst's View)*
16.2 Major Players
16.2.1 IBM
Table 229 IBM: Business Overview
Figure 64 IBM: Financial Overview
16.2.2 Microsoft
Table 230 Microsoft: Business Overview
Figure 65 Microsoft: Financial Overview
Table 231 Microsoft: Product Offered
16.2.3 Google
Table 232 Google: Business Overview
Figure 66 Google: Financial Overview
Table 233 Google: Product Offered
16.2.4 Amazon Web Services (AWS)
Table 234 AWS: Business Overview
Figure 67 AWS: Financial Overview
Table 235 AWS: Product Offered
16.2.5 Nuance Communications
Table 236 Nuance Communications: Business Overview
Figure 68 Nuance Communications: Financial Overview
Table 237 Nuance Communications: Product Offered
16.2.6 Servicenow
Table 238 Servicenow: Business Overview
Figure 69 Servicenow: Financial Overview
Table 239 Servicenow: Product Offered
16.2.7 Creative Virtual
Table 240 Creative Virtual: Business Overview
Table 241 Creative Virtual: Product Offered
16.2.8 Kore.ai
Table 242 Kore.ai: Business Overview
Table 243 Kore.ai: Product Offered
16.2.9 Artificial Solutions
Table 244 Artificial Solutions: Business Overview
Table 245 Artificial Solutions: Product Offered
16.2.10 Inbenta
Table 246 Inbenta: Business Overview
Table 247 Inbenta: Product Offered
16.2.11 [24]7.ai
Table 248 [24]7.ai: Business Overview
Table 249 [24]7.ai: Product Offered
16.2.12 AIvo
Table 250 AIvo: Business Overview
Table 251 AIvo: Product Offered
16.2.13 Conversica
Table 252 Conversica: Business Overview
Table 253 Conversica: Product Offered
16.2.14 Personetics
Table 254 Personetics: Business Overview
Table 255 Personetics: Product Offered
16.2.15 Oracle
16.2.16 Livechat
16.2.17 Mindmeld
16.2.18 Cognicor Technologies
16.2.19 Gupshup
16.2.20 Contus
*Details on Business Overview, Products & Services, Key Insights, Recent Developments, COVID-19 Developments, Analyst's View Might Not be Captured in Case of Unlisted Companies.
16.3 Startup / SME Players
16.3.1 Chatfuel
16.3.2 Keyreply
16.3.3 Smartbots
16.3.4 Yellow Messenger
16.3.5 Kevit
16.3.6 Yekaliva
16.3.7 Pypestream

17 Adjacent and Related Markets
17.1 Introduction
17.2 Conversational AI Market- Global Forecast to 2025
17.2.1 Market Definition
17.2.2 Market Overview
17.2.2.1 Conversational AI Market, by Component
Table 256 Conversational AI Market Size, by Component, 2016-2019 (USD Million)
Table 257 Conversational AI Market Size, by Component, 2019-2025 (USD Million)
17.2.2.2 Conversational AI Market, by Type
Table 258 Conversational AI Market Size, by Type, 2016-2019 (USD Million)
Table 259 Conversational AI Market Size, by Type, 2019-2025 (USD Million)
17.2.2.3 Conversational AI Market, by Technology
Table 260 Conversational AI Market Size, by Technology, 2016-2019 (USD Million)
Table 261 Conversational AI Market Size, by Technology,2019-2025 (USD Million)
17.2.2.4 Conversational AI Market, by Deployment Mode
Table 262 Conversational AI Market Size, by Deployment Mode, 2016-2019 (USD Million)
Table 263 Conversational AI Market Size, by Deployment Mode, 2019-2025 (USD Million)
17.2.2.5 Conversational AI Market, by Application
Table 264 Conversational AI Market Size, by Application, 2016-2019 (USD Million)
Table 265 Conversational AI Market Size, by Application, 2019-2025 (USD Million)
17.2.2.6 Conversational AI Market, by Vertical
Table 266 Conversational AI Market Size, by Vertical,2016-2019 (USD Million)
Table 267 Conversational AI Market Size, by Vertical, 2019-2025 (USD Million)
17.2.2.7 Conversational AI Market, by Region
Table 268 Conversational AI Market Size, by Region, 2016-2019 (USD Million)
Table 269 Conversational AI Market Size, by Region, 2019-2025(USD Million)
17.3 Voice Analytics Market
17.3.1 Market Definition
17.3.2 Market Overview
Table 270 Voice Analytics Market Size, by Application, 2017-2024 (USD Million)
Table 271 Voice Analytics Market Size, by Component, 2017-2024 (USD Million)
Table 272 Voice Analytics Market Size, by Deployment Mode, 2017-2024 (USD Million)
Table 273 Voice Analytics Market Size, by Organization Size, 2017-2024 (USD Million)
Table 274 Voice Analytics Market Size, by Vertical, 2017-2024 (USD Million)
Table 275 Voice Analytics Market Size, by Region, 2017-2024 (USD Million)
Table 276 North America: Voice Analytics Market Size, by Application, 2017-2024 (USD Million)
Table 277 North America: Voice Analytics Market Size, by Vertical, 2017-2024 (USD Million)
Table 278 Europe: Voice Analytics Market Size, by Application, 2017-2024 (USD Million)
Table 279 Europe: Voice Analytics Market Size, by Vertical, 2017-2024 (USD Million)
Table 280 Asia-Pacific: Voice Analytics Market Size, by Application,2017-2024 (USD Million)
Table 281 Asia-Pacific: Voice Analytics Market Size, by Vertical, 2017-2024 (USD Million)
Table 282 Latin America: Voice Analytics Market Size, by Application, 2017-2024 (USD Million)
Table 283 Latin America: Voice Analytics Market Size, by Vertical, 2017-2024 (USD Million)
Table 284 Middle East and Africa: Voice Analytics Market Size, by Application, 2017-2024 (USD Million)
Table 285 Middle East and Africa: Voice Analytics Market Size, by Vertical, 2017-2024 (USD Million)

18 Appendix
18.1 Industry Experts
18.2 Discussion Guide

Note: Product cover images may vary from those shown
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  • [24]7.ai
  • Aivo
  • Amazon Web Services (AWS)
  • Artificial Solutions
  • Chatfuel
  • Cognicor Technologies
  • Contus
  • Conversica
  • Creative Virtual
  • Google
  • Gupshup
  • IBM
  • Inbenta
  • Kevit
  • Keyreply
  • Kore.AI
  • Livechat
  • Microsoft
  • Mindmeld
  • Nuance Communications
  • Oracle
  • Personetics
  • Pypestream
  • Servicenow
  • Smartbots
  • Yekaliva
  • Yellow Messenger
Note: Product cover images may vary from those shown
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