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AI for Customer Service Market by Product Type (AI Agents, Recommendation Systems (Knowledge Base Platforms), Workflow Automation (RPA, CRM Automation), Content Generation, Customer Journey Analytics, Service Quality Management) - Global Forecast to 2030

出版商 MarketsandMarkets產業別 ICT & Media出版日期 2025-02-10頁數 369報告編號 TC9313

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報告摘要

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. 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. “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.
目錄 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
圖表清單 List of Tables & Figures
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 _ 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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