Summary

The market for chatbot market is estimated to grow from USD 5.4 billion in 2023 to USD 15.5 billion by 2028, at a CAGR of 23.3% during the forecast period. Increasing focus on customer engagement through various channels and rising usage of generative models in chatbots to drive growth in the chatbot market. Chatbots can be a valuable tool for enterprises looking to improve customer service, reduce costs, and increase efficiency.
The services segment is expected to grow at a higher CAGR during the forecast period
The global chatbot market is segmented based on offering solutions and services. Based on services segment is divided into managed services and professional services. The services segment is expected to grow at a higher CAGR during the forecast period. These services ensure faster and smoother implementation that maximizes the value of enterprise investments.
Voicebots segment to grow at a higher CAGR during the forecast period
The global chatbot market is segmented based on type into menu-based, linguistic-based, keyword recognition-based, contextual, hybrid, and voicebots. The voicebots segment is expected to grow rapidly during the forecast period. Voicebots can respond quickly and accurately to inquiries, providing a seamless customer experience. Voicebots can be a cost-effective way to provide customer support, as they can handle a large volume of inquiries without the need for human intervention. This can help to reduce the workload of customer support teams and lower overall costs.
Among verticals, retail and eCommerce segment hold the largest market size during the forecast period
Chatbots can benefit enterprises across various industries by improving customer service, reducing costs, and increasing efficiency. Across BFSI verticals, chatbots can provide customers with account information, answer inquiries about products and services, and help customers with transactions. This can help to improve customer service and reduce costs by automating routine tasks across BFSI verticals.
Asia Pacific to grow at a higher CAGR during the forecast period
The chatbot market has been segmented into five regions: North America, Europe, Asia Pacific, Middle East and Africa and Latin America. Asia Pacific is expected to gain traction in the coming years. Countries such as China, Singapore, Japan, South Korea, ANZ, and India to offer ample of opportunities for the end users to leverage chatbots for more personalized recommendations in real-time . The Asia Pacific region has one of the largest and fastest-growing populations of internet and smartphone users. This has created a large market for chatbots, which can provide a convenient and efficient way for users to access information, products, and services.
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: 35%, Tier II: 45%, and Tier III: 20%
 By Designation: C-Level Executives: 35%, Directors: 25%, and Others: 40%
 By Region: North America: 45%, Europe: 20%, Asia Pacific: 30%, Europe: 25%, ROW: 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 Google (US), Microsoft (US), IBM (US), AWS (US), Baidu (China), Oracle (US), SAP (Germany), OpenAI (US), Salesforce (US), Meta (US), Artificial Solutions (Sweden), ServiceNow (US), [24]7.ai (US), Kore.ai (US), Conversica (US), Inbenta (US), Creative Virtual (US), Avaamo (US), Haptik (India), Solvvy (US), Gupshup (US), Aivo (US), Personetics (US), LivePerson (US), Freshworks (India), Engati (US), Botsify (Pakistan), Yellow.ai (US), Drift (US), Intercom (US), Chatfuel (US), Landbot (Spain), Pandorabots (US), Customers.ai (US), Rasa (Germany), and BotsCrew (UK).

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 offering, type, business function, bot communication, channel integration, vertical, and region .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 market for chatbots and its subsegments. It would help stakeholders understand the competitive landscape and gain better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the market’s pulse and provides information on key market drivers, restraints, challenges, and opportunities.
The report provides insights on the following pointers:

• Analysis of key drivers (Integration of sentiment analysis with chatbots for meaningful customer insights, Advancements in technology coupled with rising customer demand for self-service operations, Growth in need for 24×7 customer support at lower operational costs and Increase in focus on customer engagement through various channels), restraints (Inability to recognize customer intent and respond effectively), opportunities (Initiatives toward the development of self-learning chatbots to deliver human-like conversational experience, Rise in demand for AI-based chatbots to deliver enhanced customer experience, and Integration of sentiment analysis with chatbots for meaningful customer insights), and challenges (Complex and time-consuming setup and maintenance, Lack of awareness about effect of chatbot technology on various applications) influencing the growth of the chatbot market

• Product Development/Innovation: Detailed insights on upcoming technologies, research & development activities, and new product & service launches in the chatbot market

• Market Development: Comprehensive information about lucrative markets – the report analyses chatbot market across varied regions

• Market Diversification: Exhaustive information about new products & services, untapped geographies, recent developments, and investments in chatbot market strategies; the report also helps stakeholders understand the pulse of the chatbot market and provides them with information on key market drivers, restraints, challenges, and opportunities.

• Competitive Assessment: In-depth assessment of market shares, growth strategies and service offerings of leading players such as Google (US), Microsoft (US), IBM (US), AWS (US), Baidu (China), Meta (US), SAP (Germany), and Oracle (US) among others in the chatbot market.

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Table of Contents

1 INTRODUCTION 34
1.1 STUDY OBJECTIVES 34
1.2 MARKET DEFINITION 34
1.2.1 INCLUSIONS AND EXCLUSIONS 35
1.3 MARKET SCOPE 36
1.3.1 MARKET SEGMENTATION 36
1.3.2 REGIONS COVERED 37
1.3.3 YEARS CONSIDERED 37
1.4 CURRENCY CONSIDERED 38
1.5 STAKEHOLDERS 38
1.6 SUMMARY OF CHANGES 38
1.6.1 IMPACT OF RECESSION 39
2 RESEARCH METHODOLOGY 40
2.1 RESEARCH DATA 40
FIGURE 1 CHATBOT MARKET: RESEARCH DESIGN 40
2.1.1 SECONDARY DATA 41
2.1.2 PRIMARY DATA 41
TABLE 1 PRIMARY INTERVIEWS 41
2.1.2.1 Breakup of primary profiles 42
2.1.2.2 Key industry insights 42
2.2 MARKET BREAKUP AND DATA TRIANGULATION 43
FIGURE 2 DATA TRIANGULATION 43
2.3 MARKET SIZE ESTIMATION 44
FIGURE 3 CHATBOT MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 44
2.3.1 TOP-DOWN APPROACH 44
2.3.2 BOTTOM-UP APPROACH 45
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY SIDE): REVENUE FROM SOLUTIONS/SERVICES OF CHATBOT MARKET 45
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 2, BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CHATBOT MARKET 46
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 3, BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CHATBOT MARKET 47
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 4, BOTTOM-UP (DEMAND SIDE): SHARE OF CHATBOT THROUGH OVERALL CHATBOT SPENDING 47
 
2.4 MARKET FORECAST 48
TABLE 2 FACTOR ANALYSIS 48
2.5 RESEARCH ASSUMPTIONS 49
2.6 LIMITATIONS 51
2.7 IMPLICATIONS OF RECESSION ON CHATBOT MARKET 51
TABLE 3 IMPACT OF RECESSION ON GLOBAL CHATBOT MARKET 52
3 EXECUTIVE SUMMARY 53
TABLE 4 GLOBAL CHATBOT MARKET SIZE AND GROWTH RATE, 2017–2022 (USD MILLION, Y-O-Y %) 55
TABLE 5 GLOBAL CHATBOT MARKET SIZE AND GROWTH RATE, 2023–2028 (USD MILLION, Y-O-Y %) 55
FIGURE 8 SOLUTIONS SEGMENT TO DOMINATE MARKET IN 2023 55
FIGURE 9 STANDALONE SOLUTION TO HOLD LARGEST MARKET SHARE IN 2023 56
FIGURE 10 PROFESSIONAL SERVICES SEGMENT TO DOMINATE MARKET IN 2023 56
FIGURE 11 SYSTEM INTEGRATION AND IMPLEMENTATION SEGMENT TO LEAD MARKET IN 2023 56
FIGURE 12 MOBILE APPS SEGMENT TO HOLD LARGEST MARKET SHARE IN 2023 57
FIGURE 13 SOCIAL MESSENGER SEGMENT TO LEAD MARKET IN 2023 57
FIGURE 14 TEXT SEGMENT TO HOLD LARGEST MARKET SIZE IN 2023 57
FIGURE 15 MENU-BASED SEGMENT TO HOLD LARGEST MARKET SHARE IN 2023 58
FIGURE 16 CONTACT CENTERS SEGMENT TO BE LARGEST SEGMENT IN 2023 58
FIGURE 17 CUSTOMER ENGAGEMENT AND RETENTION SEGMENT TO HOLD LARGEST MARKET SHARE IN 2023 59
FIGURE 18 CUSTOMER SUPPORT TO BE LARGEST FINANCE AND ACCOUNTING APPLICATION SEGMENT IN 2023 59
FIGURE 19 RECRUITMENT SEGMENT AMONG HR APPLICATIONS TO DOMINATE MARKET IN 2023 59
FIGURE 20 WORKFLOW OPTIMIZATION SEGMENT TO HOLD LARGEST MARKET SIZE IN 2023 60
FIGURE 21 INCIDENT MANAGEMENT SEGMENT AMONG ITSM APPLICATIONS TO DOMINATE MARKET IN 2023 60
FIGURE 22 AGENT PERFORMANCE MANAGEMENT SEGMENT TO HOLD LARGEST MARKET SIZE IN 2023 60
FIGURE 23 HEALTHCARE AND LIFE SCIENCES VERTICAL TO GROW AT HIGHEST CAGR IN 2023 61
FIGURE 24 NORTH AMERICA TO HOLD LARGEST MARKET SHARE AND ASIA PACIFIC TO GROW AT HIGHEST CAGR IN 2023 61
4 PREMIUM INSIGHTS 62
4.1 ATTRACTIVE OPPORTUNITIES IN CHATBOT MARKET 62
FIGURE 25 RISING USAGE OF GENERATIVE MODELS IN CHATBOTS FOR IMMERSIVE CUSTOMER EXPERIENCE TO DRIVE MARKET 62
4.2 OVERVIEW OF RECESSION IN GLOBAL CHATBOT MARKET 62
FIGURE 26 CHATBOT MARKET TO WITNESS MINOR DECLINE IN Y-O-Y GROWTH IN 2023 62
 
4.3 CHATBOT MARKET: TOP THREE BUSINESS FUNCTIONS 63
FIGURE 27 HR BUSINESS FUNCTION SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 63
4.4 NORTH AMERICA: CHATBOT MARKET, BY OFFERING AND TOP THREE VERTICALS 63
FIGURE 28 SOLUTIONS AND RETAIL AND ECOMMERCE SEGMENTS TO HOLD LARGEST MARKET SHARES IN NORTH AMERICA IN 2023 63
4.5 CHATBOT MARKET: BY REGION 64
FIGURE 29 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2023 64
5 MARKET OVERVIEW AND INDUSTRY TRENDS 65
5.1 INTRODUCTION 65
5.2 BRIEF HISTORY OF CHATBOT 65
FIGURE 30 BRIEF HISTORY OF CHATBOT 65
5.3 CHATBOT MARKET: ARCHITECTURE 67
FIGURE 31 CHATBOT MARKET ARCHITECTURE 67
5.4 MARKET DYNAMICS 68
FIGURE 32 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CHATBOT MARKET 69
5.4.1 DRIVERS 69
5.4.1.1 Advancements in technology coupled with rising customer demand for self-service operations 69
5.4.1.2 Growth in need for 24×7 customer support at lower operational costs 70
5.4.1.3 Increase in focus on customer engagement through various channels 70
5.4.1.4 Rising usage of generative models in chatbots 70
5.4.2 RESTRAINTS 71
5.4.2.1 Inability to recognize customer intent and respond effectively 71
5.4.2.2 Accuracy concerns associated with voice authentication 72
5.4.3 OPPORTUNITIES 72
5.4.3.1 Initiatives toward development of self-learning chatbots to deliver human-like conversational experience 72
5.4.3.2 Rise in demand for AI-based chatbots to deliver enhanced customer experience 72
5.4.3.3 Integration of sentiment analysis with chatbots for meaningful customer insights 73
5.4.4 CHALLENGES 73
5.4.4.1 Lack of awareness about effect of chatbot technology on various applications 73
5.4.4.2 Complex and time-consuming setup and maintenance 73
5.5 CASE STUDY ANALYSIS 74
5.5.1 BFSI 74
5.5.1.1 Case Study 1: BankBazaar implemented Haptik’s chatbot to increase customer engagement and enhance customer reach 74
5.5.1.2 Case Study 2: Zurich Insurance Group worked with Spixii to develop Zara chatbot for quick notifications 75
5.5.1.3 Case Study 3: SIX Payment Services Ltd. partnered with Enterprise Bot to enhance customer service 75
5.5.1.4 Case Study 4: SEB Retail Bank enhances efficiency of internal and external support processes through IPsoft’s Amelia chatbot 76
5.5.2 RETAIL AND ECOMMERCE 77
5.5.2.1 Case Study 1: Kore.ai retail virtual assistants to process orders across digital channels 77
5.5.2.2 Case Study 2: Haptik helps JioMart with end-to-end shopping experience on WhatsApp 77
5.5.2.3 Case Study 3: Snaps offers personalized engagement model to Nike for increasing customer engagement via mobile channel 78
5.5.3 HEALTHCARE AND LIFE SCIENCES 78
5.5.3.1 Case Study 1: Tia selected RASA to incorporate HIPAA-compliant NLU and improve efficiency 78
5.5.3.2 Case Study 2: Kore.ai healthcare chatbots can automate routine tasks 79
5.5.3.3 Case Study 3: Netmeds partnered with Haptik to build chatbot capable of handling core challenges 79
5.5.4 TRANSPORTATION AND LOGISTICS 80
5.5.4.1 Case Study 1: Amtrak developed chatbot to help customers 80
5.5.4.2 Case Study 2: Ubisend offers Vanarama, a leasing chatbot solution, to enable customers to browse and handle customer queries 80
5.5.5 TRAVEL AND HOSPITALITY 81
5.5.5.1 Case Study 1: Indigo boosts customer satisfaction to 87% with Yellow.ai 81
5.5.5.2 Case Study 2: OYO integrated Haptik’s Live Chat Agent tool to provide customer support and handle queries over WhatsApp 81
5.5.6 TELECOM 82
5.5.6.1 Case Study 1: Elisa Estonia deployed MindTitan’s chatbot to analyze incoming chats and improve customer experience 82
5.5.7 MANUFACTURING 83
5.5.7.1 Case Study 1: L’Oréal partnered with Automat to develop messaging chatbot to increase customer engagement and enhance productivity 83
5.5.8 ENERGY AND UTILITIES 83
5.5.8.1 Case Study 1: ENN transitions to automated AI with IBM Watson Assistant 83
5.5.9 GOVERNMENT 84
5.5.9.1 Case Study 1: The State of New Jersey and IBM Consulting helps citizens efficiently with IBM virtual agents 84
5.6 SUPPLY CHAIN ANALYSIS 85
FIGURE 33 CHATBOT MARKET: SUPPLY CHAIN ANALYSIS 85
5.7 PATENT ANALYSIS 86
5.7.1 METHODOLOGY 86
5.7.2 DOCUMENT TYPE 86
TABLE 6 PATENTS FILED, 2020–2023 86
5.7.3 INNOVATION AND PATENT APPLICATIONS 86
FIGURE 34 TOTAL NUMBER OF PATENTS GRANTED, 2020–2023 86
5.7.3.1 Top applicants 87
FIGURE 35 TOP 10 PATENT APPLICANTS, 2020–2023 87
5.8 PRICING ANALYSIS 87
TABLE 7 CHATBOT MARKET: PRICING MODEL ANALYSIS, 2023 88
5.9 PORTER’S FIVE FORCES ANALYSIS 89
FIGURE 36 PORTER’S FIVE FORCES ANALYSIS 89
5.9.1 THREAT OF NEW ENTRANTS 90
5.9.2 THREAT OF SUBSTITUTES 90
5.9.3 BARGAINING POWER OF SUPPLIERS 90
5.9.4 BARGAINING POWER OF BUYERS 90
5.9.5 INTENSITY OF COMPETITIVE RIVALRY 91
5.10 KEY CONFERENCES AND EVENTS, 2023–2024 91
TABLE 8 DETAILED LIST OF CONFERENCES AND EVENTS, 2023–2024 91
5.11 KEY BENEFITS OF CHATBOT DEPLOYMENT ACROSS BUSINESSES 92
5.11.1 SCALING OPERATIONS 92
5.11.2 ENHANCED CX AND EX 92
5.11.3 SIGNIFICANT COST REDUCTION 92
5.11.4 LEAD GENERATION 92
5.11.5 PERSONALIZED RECOMMENDATIONS 93
5.12 CHATBOT ROADMAP UNTIL 2030 93
FIGURE 37 CHATBOT ROADMAP UNTIL 2030 93
5.13 CHATBOT TOOLS AND FRAMEWORK 95
5.13.1 DIALOGFLOW BY GOOGLE 95
5.13.2 AMAZON LEX 95
5.13.3 IBM WATSON ASSISTANT 95
5.13.4 MICROSOFT BOT FRAMEWORK 95
5.13.5 RASA 95
5.13.6 BOTPRESS 95
5.14 ECOSYSTEM ANALYSIS 96
FIGURE 38 CHATBOT MARKET: ECOSYSTEM ANALYSIS 96
5.14.1 CHATBOT CLOUD PLATFORM PROVIDERS 97
5.14.2 CHATBOT API AND FRAMEWORK PROVIDERS 97
5.14.3 CHATBOT BUILDING PLATFORM PROVIDERS 97
5.14.4 CHATBOT END USERS 97
5.14.5 CHATBOT REGULATORS 97
5.15 CURRENT AND EMERGING BUSINESS MODELS USED FOR CHATBOT DEVELOPMENT 98
5.16 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS OF CHATBOT MARKET 99
FIGURE 39 CHATBOT MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS 99
5.17 REGULATORY LANDSCAPE 100
5.17.1 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 100
TABLE 9 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 100
TABLE 10 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 101
TABLE 11 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 101
TABLE 12 MIDDLE EAST AND AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 102
TABLE 13 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 102
5.18 KEY STAKEHOLDERS AND BUYING CRITERIA 103
5.18.1 KEY STAKEHOLDERS IN BUYING PROCESS 103
TABLE 14 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE APPLICATIONS (%) 103
5.18.2 BUYING CRITERIA 103
FIGURE 40 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS 103
TABLE 15 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS 104
5.19 TECHNOLOGY ANALYSIS 104
5.19.1 MACHINE LEARNING AND CHATBOT 104
5.19.2 DEEP LEARNING AND CHATBOT 105
5.19.3 NATURAL LANGUAGE PROCESSING AND CHATBOT 105
5.19.4 AUTOMATED SPEECH RECOGNITION AND CHATBOT 105
6 CHATBOT MARKET, BY OFFERING 106
6.1 INTRODUCTION 107
6.1.1 OFFERINGS: CHATBOT MARKET DRIVERS 107
FIGURE 41 SERVICES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD 107
TABLE 16 CHATBOT MARKET, BY OFFERING, 2017–2022 (USD MILLION) 108
TABLE 17 CHATBOT MARKET, BY OFFERING, 2023–2028 (USD MILLION) 108
6.2 SOLUTIONS 108
FIGURE 42 MESSAGING-BASED SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 109
TABLE 18 CHATBOT MARKET, BY SOLUTION, 2017–2022 (USD MILLION) 109
TABLE 19 CHATBOT MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 109
6.2.1 STANDALONE 110
6.2.1.1 Provides cost-effective, flexible, and scalable chatbot solutions 110
TABLE 20 STANDALONE: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 110
TABLE 21 STANDALONE: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 110
6.2.2 WEB-BASED 111
6.2.2.1 Rapid growth in chatbots to drive business value and enhance customer experience 111
TABLE 22 WEB-BASED: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 111
TABLE 23 WEB-BASED: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 111
6.2.3 MESSAGING-BASED 112
6.2.3.1 Rising popularity of messaging apps to drive market 112
TABLE 24 MESSAGING-BASED: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 112
TABLE 25 MESSAGING-BASED: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 112
6.2.4 OTHER SOLUTIONS 112
TABLE 26 OTHER SOLUTIONS: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 113
TABLE 27 OTHER SOLUTIONS: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 113
6.3 SERVICES 113
FIGURE 43 MANAGED SERVICES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD 114
TABLE 28 SERVICES: CHATBOT MARKET, BY TYPE, 2017–2022 (USD MILLION) 114
TABLE 29 SERVICES: CHATBOT MARKET, BY TYPE, 2023–2028 (USD MILLION) 114
6.3.1 MANAGED SERVICES 114
TABLE 30 MANAGED SERVICES: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 115
TABLE 31 MANAGED SERVICES: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 115
6.3.2 PROFESSIONAL SERVICES 115
FIGURE 44 TRAINING AND CONSULTING SERVICES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD 116
TABLE 32 PROFESSIONAL SERVICES: CHATBOT MARKET, BY TYPE, 2017–2022 (USD MILLION) 116
TABLE 33 PROFESSIONAL SERVICES: CHATBOT MARKET, BY TYPE, 2023–2028 (USD MILLION) 116
6.3.2.1 Training and consulting 117
6.3.2.1.1 Training and consulting services to play vital role in managing operations and technology updates 117
TABLE 34 TRAINING AND CONSULTING MARKET, BY REGION, 2017–2022 (USD MILLION) 117
TABLE 35 TRAINING AND CONSULTING MARKET, BY REGION, 2023–2028 (USD MILLION) 117
6.3.2.2 System integration and implementation 118
6.3.2.2.1 Rising need to ensure effective system communications led system integration and implementation services to gain traction 118
TABLE 36 SYSTEM INTEGRATION AND IMPLEMENTATION MARKET, BY REGION, 2017–2022 (USD MILLION) 118
TABLE 37 SYSTEM INTEGRATION AND IMPLEMENTATION MARKET, BY REGION, 2023–2028 (USD MILLION) 118
6.3.2.3 Support and maintenance 119
6.3.2.3.1 Demand for support and maintenance services to increase with rising chatbot deployment 119
TABLE 38 SUPPORT AND MAINTENANCE MARKET, BY REGION, 2017–2022 (USD MILLION) 119
TABLE 39 SUPPORT AND MAINTENANCE MARKET, BY REGION, 2023–2028 (USD MILLION) 119
7 CHATBOT MARKET, BY TYPE 120
7.1 INTRODUCTION 121
7.1.1 TYPES: CHATBOT MARKET DRIVERS 121
FIGURE 45 VOICEBOTS SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 121
TABLE 40 CHATBOT MARKET, BY TYPE, 2017–2022 (USD MILLION) 121
TABLE 41 CHATBOT MARKET, BY TYPE, 2023–2028 (USD MILLION) 122
7.2 MENU-BASED 122
7.2.1 STREAMLINES CONVERSATION AND PROVIDES EFFICIENT USER EXPERIENCE 122
TABLE 42 MENU-BASED: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 122
TABLE 43 MENU-BASED: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 123
7.3 LINGUISTIC-BASED 123
7.3.1 ADVANCES IN NLP TECHNOLOGY FOR CHATBOTS TO HELP ACCURATELY INTERPRET NATURAL LANGUAGE 123
TABLE 44 LINGUISTIC-BASED: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 123
TABLE 45 LINGUISTIC-BASED: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 124
7.4 KEYWORD RECOGNITION-BASED 124
7.4.1 PERSONALIZED RESPONSES BASED ON USER DATA TO HELP IMPROVE CUSTOMER SATISFACTION AND LOYALTY 124
TABLE 46 KEYWORD RECOGNITION-BASED: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 124
TABLE 47 KEYWORD RECOGNITION-BASED: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 125
7.5 CONTEXTUAL 125
7.5.1 PROVIDES PERSONALIZED EXPERIENCES TO CUSTOMERS BY UNDERSTANDING PREFERENCES 125
TABLE 48 CONTEXTUAL: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 125
TABLE 49 CONTEXTUAL: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 126
7.6 HYBRID 126
7.6.1 PROVIDES ADVANCED AND PERSONALIZED CHATBOT EXPERIENCES 126
TABLE 50 HYBRID: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 126
TABLE 51 HYBRID: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 127
7.7 VOICEBOTS 127
7.7.1 INCREASING USAGE OF VOICE ASSISTANTS TO BOOST MARKET 127
TABLE 52 VOICEBOTS: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 127
TABLE 53 VOICEBOTS: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 128
 
8 CHATBOT MARKET, BY CHANNEL INTEGRATION 129
8.1 INTRODUCTION 130
8.1.1 CHANNEL INTEGRATION: CHATBOT MARKET DRIVERS 130
FIGURE 46 MESSAGING APPS SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 130
TABLE 54 CHATBOT MARKET, BY CHANNEL INTEGRATION, 2017–2022 (USD MILLION) 131
TABLE 55 CHATBOT MARKET, BY CHANNEL INTEGRATION, 2023–2028 (USD MILLION) 131
8.2 EMAIL AND WEBSITE 131
8.2.1 GROWING NEED TO PROVIDE PRODUCT RECOMMENDATIONS TO WEBSITE VISITORS 131
TABLE 56 EMAIL AND WEBSITE: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 132
TABLE 57 EMAIL AND WEBSITE: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 132
8.3 MOBILE APPS 132
8.3.1 RISING NEED FOR PERSONALIZED RECOMMENDATIONS AND RESPONSES BASED ON USER BEHAVIOR AND PREFERENCES 132
TABLE 58 MOBILE APPS: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 133
TABLE 59 MOBILE APPS: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 133
8.4 TELEPHONE/IVR 133
8.4.1 FACILITATES CONVERSATIONS BETWEEN CUSTOMERS AND BUSINESSES 133
TABLE 60 TELEPHONE/IVR: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 134
TABLE 61 TELEPHONE/IVR: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 134
8.5 MESSAGING APPS 134
8.5.1 PROLIFERATION OF SMARTPHONES OFFERS OPPORTUNITIES FOR CHATBOT SOLUTION DEPLOYMENT 134
FIGURE 47 ENTERPRISE MESSENGER SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 135
TABLE 62 CHATBOT MARKET, BY MESSAGING APP, 2017–2022 (USD MILLION) 135
TABLE 63 CHATBOT MARKET, BY MESSAGING APP, 2023–2028 (USD MILLION) 135
TABLE 64 MESSAGING APPS: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 136
TABLE 65 MESSAGING APPS: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 136
8.5.2 SOCIAL MESSENGER 136
TABLE 66 SOCIAL MESSENGER: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 137
TABLE 67 SOCIAL MESSENGER: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 137
8.5.3 ENTERPRISE MESSENGER 137
TABLE 68 ENTERPRISE MESSENGER: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 138
TABLE 69 ENTERPRISE MESSENGER: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 138
9 CHATBOT MARKET, BY BOT COMMUNICATION 139
9.1 INTRODUCTION 140
9.1.1 BOT COMMUNICATION: CHATBOT MARKET DRIVERS 140
FIGURE 48 AUDIO/VOICE SEGMENT TO WITNESS HIGHEST GROWTH RATE DURING FORECAST PERIOD 140
TABLE 70 CHATBOT MARKET, BY BOT COMMUNICATION, 2017–2022 (USD MILLION) 141
TABLE 71 CHATBOT MARKET, BY BOT COMMUNICATION, 2023–2028 (USD MILLION) 141
9.2 TEXT 141
9.2.1 HANDLES MULTIPLE CUSTOMER INTERACTIONS WITH REDUCED WAITING TIME 141
TABLE 72 TEXT: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 141
TABLE 73 TEXT: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 142
9.3 AUDIO/VOICE 142
9.3.1 GROWING NEED FOR MORE PERSONALIZED INTERFACE AND BETTER MARKETING STRATEGIES TO BOOST MARKET 142
TABLE 74 AUDIO/VOICE: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 142
TABLE 75 AUDIO/VOICE: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 143
9.4 VIDEO 143
9.4.1 RISE OF REMOTE WORK AND VIRTUAL EVENTS TO PROPEL ADOPTION OF VIDEO CHATBOTS AMONG ENTERPRISES 143
TABLE 76 VIDEO: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 143
TABLE 77 VIDEO: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 144
10 CHATBOT MARKET, BY BUSINESS FUNCTION 145
10.1 INTRODUCTION 146
10.1.1 BUSINESS FUNCTIONS: CHATBOT MARKET DRIVERS 146
FIGURE 49 HR SEGMENT TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD 146
TABLE 78 CHATBOT MARKET, BY BUSINESS FUNCTION, 2017–2022 (USD MILLION) 146
TABLE 79 CHATBOT MARKET, BY BUSINESS FUNCTION, 2023–2028 (USD MILLION) 147
10.2 HUMAN RESOURCES 147
TABLE 80 HUMAN RESOURCES: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 147
TABLE 81 HUMAN RESOURCES: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 148
10.2.1 HR APPLICATIONS 148
FIGURE 50 RECRUITMENT APPLICATION TO HOLD LARGEST SHARE IN 2023 148
TABLE 82 CHATBOT MARKET FOR HR, BY APPLICATION, 2017–2022 (USD MILLION) 148
TABLE 83 CHATBOT MARKET FOR HR, BY APPLICATION, 2023–2028 (USD MILLION) 149
10.2.2 RECRUITMENT 149
10.2.2.1 Provides effective onboarding process with real-time feedback analysis 149
10.2.3 ONBOARDING 149
10.2.3.1 Collects information from applicants and suggests long-term improvements 149
10.2.4 SURVEY 150
10.2.4.1 Provides efficient customer support 150
10.2.5 QUESTION ANSWERING 150
10.2.5.1 NLP enables chatbots to respond to users with human-like conversations 150
10.2.6 OTHER HR APPLICATIONS 150
10.3 SALES AND MARKETING 150
TABLE 84 SALES AND MARKETING: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 151
TABLE 85 SALES AND MARKETING: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 151
10.3.1 SALES AND MARKETING APPLICATIONS 151
FIGURE 51 CUSTOMER ENGAGEMENT AND RETENTION SEGMENT TO HOLD LARGEST SHARE IN 2023 151
TABLE 86 CHATBOT MARKET FOR SALES AND MARKETING, BY APPLICATION, 2017–2022 (USD MILLION) 152
TABLE 87 CHATBOT MARKET FOR SALES AND MARKETING, BY APPLICATION, 2023–2028 (USD MILLION) 152
10.3.2 CUSTOMER ENGAGEMENT AND RETENTION 152
10.3.2.1 Provides instant, personalized, and convenient service 152
10.3.3 BRANDING AND ADVERTISING 153
10.3.3.1 Provides personalized experiences and targeted messaging to potential customers 153
10.3.4 CAMPAIGN MANAGEMENT 153
10.3.4.1 Improves user experience and helps create personalized interaction 153
10.3.5 PERSONALIZED RECOMMENDATION 153
10.3.5.1 Collects and analyzes user data in real time 153
10.3.6 OTHER SALES AND MARKETING APPLICATIONS 153
10.4 FINANCE AND ACCOUNTING 154
TABLE 88 FINANCE AND ACCOUNTING: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 154
TABLE 89 FINANCE AND ACCOUNTING: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 154
10.4.1 FINANCE AND ACCOUNTING APPLICATIONS 155
FIGURE 52 CUSTOMER SUPPORT SEGMENT TO HOLD LARGEST SHARE IN 2023 155
TABLE 90 CHATBOT MARKET FOR FINANCE AND ACCOUNTING, BY APPLICATION, 2017–2022 (USD MILLION) 155
TABLE 91 CHATBOT MARKET FOR FINANCE AND ACCOUNTING, BY APPLICATION, 2023–2028 (USD MILLION) 155
10.4.2 CUSTOMER SUPPORT 156
10.4.2.1 Provides cost-effective, flexible, and scalable chatbot systems 156
10.4.3 PROCUREMENT MANAGEMENT 156
10.4.3.1 Reduces costs associated with manual labor and increases efficiency 156
10.4.4 EXPENSE TRACKING AND REPORTING 156
10.4.4.1 Provides comprehensive view of financial performance 156
10.4.5 DATA PRIVACY AND COMPLIANCE 156
10.4.5.1 Ensures chatbots to be secure, trustworthy, and compliant with legal requirements 156
10.4.6 OTHER FINANCE AND ACCOUNTING APPLICATIONS 157
10.5 INFORMATION TECHNOLOGY SERVICE MANAGEMENT 157
TABLE 92 ITSM: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 157
TABLE 93 ITSM: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 157
10.5.1 ITSM APPLICATIONS 158
FIGURE 53 INCIDENT MANAGEMENT SEGMENT TO HOLD LARGEST SHARE IN 2023 158
TABLE 94 CHATBOT MARKET FOR ITSM, BY APPLICATION, 2017–2022 (USD MILLION) 158
TABLE 95 CHATBOT MARKET FOR ITSM, BY APPLICATION, 2023–2028 (USD MILLION) 158
10.5.2 INCIDENT MANAGEMENT 159
10.5.2.1 Provides regular updates on status and estimated resolution time 159
10.5.3 COST OPTIMIZATION 159
10.5.3.1 Eliminates redundancy and reduces software licensing costs 159
10.5.4 QUERY HANDLING 159
10.5.4.1 Provides better customer insights 159
10.5.5 KNOWLEDGE MANAGEMENT 159
10.5.5.1 Provides personalized responses to users based on history and preferences 159
10.5.6 OTHER ITSM APPLICATIONS 160
10.6 OPERATIONS AND SUPPLY CHAIN 160
TABLE 96 OPERATIONS AND SUPPLY CHAIN: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 160
TABLE 97 OPERATIONS AND SUPPLY CHAIN: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 161
10.6.1 OPERATIONS AND SUPPLY CHAIN APPLICATIONS 161
FIGURE 54 WORKFLOW OPTIMIZATION SEGMENT TO HOLD LARGEST SHARE IN 2023 161
TABLE 98 CHATBOT MARKET FOR OPERATIONS AND SUPPLY CHAIN, BY APPLICATION, 2017–2022 (USD MILLION) 161
TABLE 99 CHATBOT MARKET FOR OPERATIONS AND SUPPLY CHAIN, BY APPLICATION, 2023–2028 (USD MILLION) 162
10.6.2 WORKFLOW OPTIMIZATION 162
10.6.2.1 Offers effective business operations process 162
10.6.3 SCHEDULING AND ROUTING 162
10.6.3.1 Rapid growth in chatbots drives business value and enhances efficiency and customer experience 162
10.6.4 INVENTORY MANAGEMENT 163
10.6.4.1 Improves efficiency and accuracy of orders 163
10.6.5 VENDOR ENGAGEMENT 163
10.6.5.1 Improves efficiency, reduces costs, and streamlines supply chain 163
10.6.6 OTHER OPERATIONS AND SUPPLY CHAIN APPLICATIONS 163
 
10.7 CONTACT CENTERS 163
TABLE 100 CONTACT CENTERS: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 164
TABLE 101 CONTACT CENTERS: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 164
10.7.1 CONTACT CENTERS APPLICATIONS 164
FIGURE 55 AGENT PERFORMANCE MANAGEMENT SEGMENT TO HOLD LARGEST SHARE IN 2023 164
TABLE 102 CHATBOT MARKET FOR CONTACT CENTERS, BY APPLICATION, 2017–2022 (USD MILLION) 165
TABLE 103 CHATBOT MARKET FOR CONTACT CENTERS, BY APPLICATION, 2023–2028 (USD MILLION) 165
10.7.2 AGENT PERFORMANCE MANAGEMENT 165
10.7.2.1 Improves agent performance and customer satisfaction 165
10.7.3 AGENT WORKFORCE MANAGEMENT 165
10.7.3.1 Need to schedule training and assist firms to manage workforce 165
10.7.4 QUESTION ANSWERING 166
10.7.4.1 Improves efficiency by providing fast and accurate answers 166
10.7.5 CUSTOMER SUPPORT AND FEEDBACK 166
10.7.5.1 Enhances customer support services and builds stronger customer relationships 166
10.7.6 OTHER CONTACT CENTER APPLICATIONS 166
11 CHATBOT MARKET, BY VERTICAL 167
11.1 INTRODUCTION 168
11.1.1 VERTICALS: CHATBOT MARKET DRIVERS 168
FIGURE 56 HEALTHCARE AND LIFE SCIENCES VERTICAL TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD 169
TABLE 104 CHATBOT MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 169
TABLE 105 CHATBOT MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 170
11.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 170
11.2.1 CHATBOT SOLUTIONS TO HELP REDUCE FRAUD, LEVERAGE INTELLIGENT, CUSTOMER-FOCUSED MARKETING 170
11.2.2 BANKING, FINANCIAL SERVICES, AND INSURANCE: CHATBOT USE CASES 171
FIGURE 57 BANKING, FINANCIAL SERVICES, AND INSURANCE: CHATBOT USE CASES 171
TABLE 106 BFSI: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 172
TABLE 107 BFSI: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 172
11.3 ENERGY AND UTILITIES 172
11.3.1 IMPROVES CUSTOMER SERVICE, INCREASES EFFICIENCY, AND REDUCES COSTS 172
11.3.2 ENERGY AND UTILITIES: CHATBOT USE CASES 173
FIGURE 58 ENERGY AND UTILITIES: CHATBOT USE CASES 173
TABLE 108 ENERGY AND UTILITIES: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 173
TABLE 109 ENERGY AND UTILITIES: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 173
11.4 RETAIL AND ECOMMERCE 174
11.4.1 CHATBOTS HELP IN RETAINING CUSTOMERS, COLLECTING FEEDBACK, AND DRIVING SALES 174
11.4.2 RETAIL AND ECOMMERCE: CHATBOT USE CASES 174
FIGURE 59 RETAIL AND ECOMMERCE: CHATBOT USE CASES 174
TABLE 110 RETAIL AND ECOMMERCE: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 175
TABLE 111 RETAIL AND ECOMMERCE: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 175
11.5 IT AND ITES 175
11.5.1 PROVIDES MORE PERSONALIZED AND RELEVANT EXPERIENCE FOR CUSTOMERS BY UNDERSTANDING PREFERENCES 175
11.5.2 IT AND ITES: CHATBOT USE CASES 176
FIGURE 60 IT AND ITES: CHATBOT USE CASES 176
TABLE 112 IT AND ITES: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 176
TABLE 113 IT AND ITES: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 176
11.6 TRAVEL AND HOSPITALITY 177
11.6.1 GROWING NEED TO PROVIDE ADVANCED AND PERSONALIZED CHATBOT EXPERIENCES 177
11.6.2 TRAVEL AND HOSPITALITY: CHATBOT USE CASES 177
FIGURE 61 TRAVEL AND HOSPITALITY: CHATBOT USE CASES 177
TABLE 114 TRAVEL AND HOSPITALITY: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 178
TABLE 115 TRAVEL AND HOSPITALITY: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 178
11.7 HEALTHCARE AND LIFE SCIENCES 178
11.7.1 INCREASING NEED TO IMPROVE ACCURACY OF SYMPTOM COLLECTION AND AILMENT IDENTIFICATION 178
11.7.2 HEALTHCARE AND LIFE SCIENCES: CHATBOT USE CASES 179
FIGURE 62 HEALTHCARE AND LIFE SCIENCES: CHATBOT USE CASES 179
TABLE 116 HEALTHCARE AND LIFE SCIENCES: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 179
TABLE 117 HEALTHCARE AND LIFE SCIENCES: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 180
11.8 MEDIA AND ENTERTAINMENT 180
11.8.1 NEED TO IMPROVE AUDIENCE ENGAGEMENT WITH PERSONALIZED USER EXPERIENCE 180
11.8.2 MEDIA AND ENTERTAINMENT: CHATBOT USE CASES 181
FIGURE 63 MEDIA AND ENTERTAINMENT: CHATBOT USE CASES 181
TABLE 118 MEDIA AND ENTERTAINMENT: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 181
TABLE 119 MEDIA AND ENTERTAINMENT: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 182
 
11.9 GOVERNMENT AND DEFENSE 182
11.9.1 GOVERNMENT AGENCIES AND DEFENSE ORGANIZATIONS TO IMPROVE CUSTOMER SERVICE 182
11.9.2 GOVERNMENT AND DEFENSE: CHATBOT USE CASES 183
FIGURE 64 GOVERNMENT AND DEFENSE: CHATBOT USE CASES 183
TABLE 120 GOVERNMENT AND DEFENSE: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 183
TABLE 121 GOVERNMENT AND DEFENSE: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 184
11.10 TELECOM 184
11.10.1 PROVIDES FAST AND EFFICIENT CUSTOMER SERVICES 184
11.10.2 TELECOM: CHATBOT USE CASES 184
FIGURE 65 TELECOM: CHATBOT USE CASES 184
TABLE 122 TELECOM: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 185
TABLE 123 TELECOM: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 185
11.11 OTHER VERTICALS 185
11.11.1 OTHER VERTICALS: CHATBOT USE CASES 186
FIGURE 66 OTHER VERTICALS: CHATBOT USE CASES 186
TABLE 124 OTHER VERTICALS: CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 186
TABLE 125 OTHER VERTICALS: CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 187
12 CHATBOT MARKET, BY REGION 188
12.1 INTRODUCTION 189
FIGURE 67 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 189
FIGURE 68 INDIA TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 190
TABLE 126 CHATBOT MARKET, BY REGION, 2017–2022 (USD MILLION) 190
TABLE 127 CHATBOT MARKET, BY REGION, 2023–2028 (USD MILLION) 190
12.2 NORTH AMERICA 191
12.2.1 NORTH AMERICA: CHATBOT MARKET DRIVERS 191
12.2.2 NORTH AMERICA: RECESSION IMPACT 191
FIGURE 69 NORTH AMERICA: MARKET SNAPSHOT 192
TABLE 128 NORTH AMERICA: CHATBOT MARKET, BY OFFERING, 2017–2022 (USD MILLION) 192
TABLE 129 NORTH AMERICA: CHATBOT MARKET, BY OFFERING, 2023–2028 (USD MILLION) 192
TABLE 130 NORTH AMERICA: CHATBOT MARKET, BY SOLUTION, 2017–2022 (USD MILLION) 193
TABLE 131 NORTH AMERICA: CHATBOT MARKET, BY SOLUTION, 2023–2028 (USD MILLION) 193
TABLE 132 NORTH AMERICA: CHATBOT MARKET, BY CHANNEL INTEGRATION, 2017–2022 (USD MILLION) 193
TABLE 133 NORTH AMERICA: CHATBOT MARKET, BY CHANNEL INTEGRATION, 2023–2028 (USD MILLION) 194
TABLE 134 NORTH AMERICA: CHATBOT MARKET, BY MESSAGING APP, 2017–2022 (USD MILLION) 194
TABLE 135 NORTH AMERICA: CHATBOT MARKET, BY MESSAGING APP, 2023–2028 (USD MILLION) 194
TABLE 136 NORTH AMERICA: CHATBOT MARKET, BY SERVICE, 2017–2022 (USD MILLION) 194
TABLE 137 NORTH AMERICA: CHATBOT MARKET, BY SERVICE, 2023–2028 (USD MILLION) 195
TABLE 138 NORTH AMERICA: CHATBOT MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 195
TABLE 139 NORTH AMERICA: CHATBOT MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 195
TABLE 140 NORTH AMERICA: CHATBOT MARKET, BY BUSINESS FUNCTION, 2017–2022 (USD MILLION) 195
TABLE 141 NORTH AMERICA: CHATBOT MARKET, BY BUSINESS FUNCTION, 2023–2028 (USD MILLION) 196
TABLE 142 NORTH AMERICA: CHATBOT MARKET, BY TYPE, 2017–2022 (USD MILLION) 196
TABLE 143 NORTH AMERICA: CHATBOT MARKET, BY TYPE, 2023–2028 (USD MILLION) 196
TABLE 144 NORTH AMERICA: CHATBOT MARKET, BY BOT COMMUNICATION, 2017–2022 (USD MILLION) 197
TABLE 145 NORTH AMERICA: CHATBOT MARKET, BY BOT COMMUNICATION, 2023–2028 (USD MILLION) 197
TABLE 146 NORTH AMERICA: CHATBOT MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 197
TABLE 147 NORTH AMERICA: CHATBOT MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 198
TABLE 148 NORTH AMERICA: CHATBOT MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 198
TABLE 149 NORTH AMERICA: CHATBOT MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 198
12.2.3 US 199
12.2.3.1 Growing application of chatbot across verticals to drive market 199
12.2.4 CANADA 199
12.2.4.1 Rising adoption of cutting-edge technologies to enhance customer services and fuel market growth 199