The global chatbot market was valued at USD 190.8 million in 2016 and is expected to witness significant growth in the market over the forecast period. This growth is expected to be driven by the increasing adoption of customer service activities among enterprises in order to reduce operating costs.
A chatbot is an interactive application developed using either a set of rules or the artificial intelligence technology. It is designed to interact with humans through the textual conversation process and is integrated with various messaging services, thereby assisting users in various sectors. Various innovations carried out in artificial intelligence and machine learning technologies are expected to enhance the features of chatbots, which, in turn, would drive demand for the market.
U.S. Chatbot Market by Vertical, 2014 - 2025 (USD Million)
Over-the-Top (OTT) messaging applications, such as WhatsApp, Facebook Messenger, and WeChat, among others, are expected to witness increased demand by 2020. This can be attributed to the growing preference of individuals toward messaging applications over social networking sites. Chatbots that are developed for integration with messaging applications are also expected to witness significant market demand in future. Moreover, chatbots are gaining popularity as businesses continue to automate their sales and customer services. The use of chatbots enables organizations to deliver timely services at reduced costs.
Chatbots are segmented based on types into standalone, web-based, messenger-based/third party. The standalone segment is expected to hold the largest market share over the forecast period.
Many enterprises prefer chatbots for messaging platforms and customer service bots for web-based services in an attempt to increase customer interactions. Chatbots enable enterprises to directly interact with customers and provide data pertaining to customer preferences, which can later be used in digital marketing activities.
The product landscape segment has further been categorized into artificial intelligence, marketing, and human intelligence. The artificial intelligence segment is growing at a rapid pace and is expected to register a CAGR of 25.2% over the forecast period.
Chatbots offers direct customer interaction, hence they are extensively used in digital marketing to update the existing customers about the products and services. Thus, the marketing segment is expected to result in substantial growth over the forecast period.
The business model segment has been sub-segmented into various types such as bots for service, bots for social media, bots for payments/order processing, bots for marketing, and others. The bots for social media segment held a significant share in terms of number of bots. However, in terms of revenue, the bots for the service segment captured majority of the market share. The bots for marketing and bots for payments/order processing segments are expected to account for large market shares over the forecast period.
Chatbots find applications in a wide range of industries, such as healthcare, retail, BFSI, media & entertainment, travel & tourism, e-commerce, and others. The BFSI segment accounted for the largest market share in 2016 and generated the highest revenue.
Chatbots are gaining popularity in a number of sectors owing to benefits such as remote connectivity and virtual presence, which substantially reduces the transportation cost. The travel & tourism vertical is expected to portray the highest growth over the forecast period.
The global chatbot market has been segregated based on end user into large enterprises, medium enterprises, and small enterprises. Several large enterprises develop their chatbots with a specific set of rules; however, they are expected to optimize their chatbots in future in a bid to achieve sophisticated operations.
Global Chatbot Market by End User, 2016 (%)
Approximately 45% of end users prefer chatbots as the primary mode of communication for customer service activities. The large enterprise segment accounted for the largest market share in 2016 owing to their wide usage in these enterprises. In addition, the segment is also expected to account for the largest market share over the forecast period. However, the medium enterprise segment is expected to grow at the highest CAGR.
As North America is a major hub for startups in the chatbot industry, it accounted for the largest market share in 2016. Whereas, Asia Pacific, which is a major hub for the services industry, follows next. Many large enterprises increasingly adopt chatbots in their routine customer service activities.
The substantial growth prospects of chatbots in various regions can be attributed to significant benefits that it offers to enterprises, such as reduced operating costs, improved customer satisfaction, and enhanced operating efficiency.
Key participants in the chatbot industry include Baidu, Poncho, Kik, WeChat, Varo Money Inc., Babylon Health, ReplyYes, and SRI International. In October 2016, Baidu launched an innovative healthcare bot known as Melody. This chatbot uses artificial intelligence to provide doctors with relevant information in order to assist patients with various suitable treatment options.
Base year for estimation
Actual estimates/Historical data
2014 - 2015
2017 - 2025
Revenue in USD Million and CAGR from 2017 to 2025
North America, Europe, Asia Pacific, South America, and Middle East & Africa
U.S., Canada, Mexico, Germany, UK, Japan, China and South Korea
Revenue forecast, company share, competitive landscape, growth factors, and trends
15% free customization scope (equivalent to 5 analysts working days)
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This report forecasts revenue growth at global, regional, and country levels and provides an analysis of the latest trends and opportunities in each of the sub-segments from 2014 to 2025. For this study, Grand View Research has segmented the chatbot market based on end user, applications/business models, types, product landscape, verticals, and regions.
End-User Outlook (Revenue, USD Million; 2014 - 2025)
Application/Business Model Outlook (Revenue, USD Million; 2014 - 2025)
Bots for Service
Bots for Social Media
Bots for Payments/Order processing
Bots for Marketing
Type Outlook (Revenue, USD Million; 2014 - 2025)
Product Landscape Outlook (Revenue, USD Million; 2014 - 2025)
Vertical Outlook (Revenue, USD Million; 2014 - 2025)
Banking, Financial Services, and Insurance (BFSI)
Media and entertainment
Travel & Tourism
Regional Outlook (Revenue, USD Million; 2014 - 2025)
Rest of South America
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In order to ensure business continuity amidst the COVID-19 crisis, business organizations, especially in highly affected countries are allowing their employees to work from home. The increase in people working from home has led to a surge in demand for online video viewing, downloading, and communication through video conferencing, all of which are leading to increased network traffic and data usage. COVID-19 shall accelerate the demand for agile and flexible work styles and further push the adoption of communication services that tend to improve work-life balance. On the flip side, telecom regulators worldwide have postponed their plans of 5G spectrum auction amidst the global pandemic. This is expected to have an impact on the commercialization of commercial 5G standalone deployments and revenue generated through 5G services. The ongoing pandemic has forced telecom operators worldwide to test their network resiliency and revisit their planned investments, especially in 5G technology. The report will account for Covid19 as a key market contributor.