Global Generative AI in Customer Services Market 2025-2029

Description

List of Tables

The generative AI in customer services market is forecasted to grow by USD 969.6 mn during 2024-2029, accelerating at a CAGR of 25.3% during the forecast period. The report on the generative AI in customer services market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by rising imperative for hyper-personalized and proactive customer engagement, democratization of advanced AI through technological breakthroughs and accessible frameworks, and intense focus on operational efficiency, cost optimization, and workforce augmentation.

Market Scope
Base Year	2025
End Year	2029
Series Year	2025-2029
Growth Momentum	Accelerate
YOY 2025	24.1%
CAGR	25.3%
Incremental Value	$969.6 mn

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market size data, segment with regional analysis and vendor landscape in addition to an analysis of the key companies. Reports have historic and forecast data.

Technavio's generative AI in customer services market is segmented as below:

By Deployment

Cloud-based
On-premises

By Product

Chatbot and virtual assistance
Sentiment and feedback analysis tools
AI driven ticketing system
Personalized recommendation
Others

By End-user

BFSI
Telecommunication
Media and entertainment
Healthcare and life sciences
Others

By Geographical Landscape

North America
Europe
APAC
South America
Middle East and Africa

This study identifies the ascension of hyper-personalization at scale as one of the prime reasons driving the generative AI in customer services market growth during the next few years. Also, paradigm shift towards proactive and predictive engagement and emergence of the AI-augmented human agent as a co-pilot model will lead to sizable demand in the market.

The report on the generative AI in customer services market covers the following areas:

generative AI In Customer Services Market sizing
generative AI In Customer Services Market forecast
generative AI In Customer Services Market industry analysis

The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading generative AI in customer services market vendors that include [24]7.ai Inc., Amazon Web Services Inc., Bitonic Technology Labs Inc., Cresta, Five9 Inc., Forethought, Genesys Telecommunications Laboratories Inc., Google Cloud, HubSpot Inc., International Business Machines Corp., Jio Haptik Technologies Ltd., Kore.ai Inc., Microsoft Corp., NICE Ltd., OpenAI, Oracle Corp., Salesforce Inc., SAP SE, Sprinklr Inc., and Verint Systems Inc.. Also, the generative AI in customer services market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Product Code: IRTNTR80847

1 Executive Summary

1.1 Market overview
- Executive Summary - Chart on Market Overview
- Executive Summary - Data Table on Market Overview
- Executive Summary - Chart on Global Market Characteristics
- Executive Summary - Chart on Market By Geographical Landscape
- Executive Summary - Chart on Market Segmentation by Deployment
- Executive Summary - Chart on Market Segmentation by Product
- Executive Summary - Chart on Market Segmentation by End-user
- Executive Summary - Chart on Incremental Growth
- Executive Summary - Data Table on Incremental Growth
- Executive Summary - Chart on Company Market Positioning

2 Technavio Analysis

2.1 Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
- Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
2.2 Criticality of inputs and Factors of differentiation
- Overview on criticality of inputs and factors of differentiation
2.3 Factors of disruption
- Overview on factors of disruption
2.4 Impact of drivers and challenges
- Impact of drivers and challenges in 2024 and 2029

3 Market Landscape

3.1 Market ecosystem
- Parent Market
- Data Table on - Parent Market
3.2 Market characteristics
- Market characteristics analysis
3.3 Value chain analysis
- Value chain analysis

4 Market Sizing

4.1 Market definition
- Offerings of companies included in the market definition
4.2 Market segment analysis
- Market segments
4.3 Market size 2024
4.4 Market outlook: Forecast for 2024-2029
- Chart on Global - Market size and forecast 2024-2029 ($ million)
- Data Table on Global - Market size and forecast 2024-2029 ($ million)
- Chart on Global Market: Year-over-year growth 2024-2029 (%)
- Data Table on Global Market: Year-over-year growth 2024-2029 (%)

5 Five Forces Analysis

5.1 Five forces summary
- Five forces analysis - Comparison between 2024 and 2029
5.2 Bargaining power of buyers
- Bargaining power of buyers - Impact of key factors 2024 and 2029
5.3 Bargaining power of suppliers
- Bargaining power of suppliers - Impact of key factors in 2024 and 2029
5.4 Threat of new entrants
- Threat of new entrants - Impact of key factors in 2024 and 2029
5.5 Threat of substitutes
- Threat of substitutes - Impact of key factors in 2024 and 2029
5.6 Threat of rivalry
- Threat of rivalry - Impact of key factors in 2024 and 2029
5.7 Market condition
- Chart on Market condition - Five forces 2024 and 2029

6 Market Segmentation by Deployment

6.1 Market segments
- Chart on Deployment - Market share 2024-2029 (%)
- Data Table on Deployment - Market share 2024-2029 (%)
6.2 Comparison by Deployment
- Chart on Comparison by Deployment
- Data Table on Comparison by Deployment
6.3 Cloud-based - Market size and forecast 2024-2029
- Chart on Cloud-based - Market size and forecast 2024-2029 ($ million)
- Data Table on Cloud-based - Market size and forecast 2024-2029 ($ million)
- Chart on Cloud-based - Year-over-year growth 2024-2029 (%)
- Data Table on Cloud-based - Year-over-year growth 2024-2029 (%)
6.4 On-premises - Market size and forecast 2024-2029
- Chart on On-premises - Market size and forecast 2024-2029 ($ million)
- Data Table on On-premises - Market size and forecast 2024-2029 ($ million)
- Chart on On-premises - Year-over-year growth 2024-2029 (%)
- Data Table on On-premises - Year-over-year growth 2024-2029 (%)
6.5 Market opportunity by Deployment
- Market opportunity by Deployment ($ million)
- Data Table on Market opportunity by Deployment ($ million)

7 Market Segmentation by Product

7.1 Market segments
- Chart on Product - Market share 2024-2029 (%)
- Data Table on Product - Market share 2024-2029 (%)
7.2 Comparison by Product
- Chart on Comparison by Product
- Data Table on Comparison by Product
7.3 Chatbot and virtual assistance - Market size and forecast 2024-2029
- Chart on Chatbot and virtual assistance - Market size and forecast 2024-2029 ($ million)
- Data Table on Chatbot and virtual assistance - Market size and forecast 2024-2029 ($ million)
- Chart on Chatbot and virtual assistance - Year-over-year growth 2024-2029 (%)
- Data Table on Chatbot and virtual assistance - Year-over-year growth 2024-2029 (%)
7.4 Sentiment and feedback analysis tools - Market size and forecast 2024-2029
- Chart on Sentiment and feedback analysis tools - Market size and forecast 2024-2029 ($ million)
- Data Table on Sentiment and feedback analysis tools - Market size and forecast 2024-2029 ($ million)
- Chart on Sentiment and feedback analysis tools - Year-over-year growth 2024-2029 (%)
- Data Table on Sentiment and feedback analysis tools - Year-over-year growth 2024-2029 (%)
7.5 AI driven ticketing system - Market size and forecast 2024-2029
- Chart on AI driven ticketing system - Market size and forecast 2024-2029 ($ million)
- Data Table on AI driven ticketing system - Market size and forecast 2024-2029 ($ million)
- Chart on AI driven ticketing system - Year-over-year growth 2024-2029 (%)
- Data Table on AI driven ticketing system - Year-over-year growth 2024-2029 (%)
7.6 Personalized recommendation - Market size and forecast 2024-2029
- Chart on Personalized recommendation - Market size and forecast 2024-2029 ($ million)
- Data Table on Personalized recommendation - Market size and forecast 2024-2029 ($ million)
- Chart on Personalized recommendation - Year-over-year growth 2024-2029 (%)
- Data Table on Personalized recommendation - Year-over-year growth 2024-2029 (%)
7.7 Others - Market size and forecast 2024-2029
- Chart on Others - Market size and forecast 2024-2029 ($ million)
- Data Table on Others - Market size and forecast 2024-2029 ($ million)
- Chart on Others - Year-over-year growth 2024-2029 (%)
- Data Table on Others - Year-over-year growth 2024-2029 (%)
7.8 Market opportunity by Product
- Market opportunity by Product ($ million)
- Data Table on Market opportunity by Product ($ million)

8 Market Segmentation by End-user

8.1 Market segments
- Chart on End-user - Market share 2024-2029 (%)
- Data Table on End-user - Market share 2024-2029 (%)
8.2 Comparison by End-user
- Chart on Comparison by End-user
- Data Table on Comparison by End-user
8.3 BFSI - Market size and forecast 2024-2029
- Chart on BFSI - Market size and forecast 2024-2029 ($ million)
- Data Table on BFSI - Market size and forecast 2024-2029 ($ million)
- Chart on BFSI - Year-over-year growth 2024-2029 (%)
- Data Table on BFSI - Year-over-year growth 2024-2029 (%)
8.4 Telecommunication - Market size and forecast 2024-2029
- Chart on Telecommunication - Market size and forecast 2024-2029 ($ million)
- Data Table on Telecommunication - Market size and forecast 2024-2029 ($ million)
- Chart on Telecommunication - Year-over-year growth 2024-2029 (%)
- Data Table on Telecommunication - Year-over-year growth 2024-2029 (%)
8.5 Media and entertainment - Market size and forecast 2024-2029
- Chart on Media and entertainment - Market size and forecast 2024-2029 ($ million)
- Data Table on Media and entertainment - Market size and forecast 2024-2029 ($ million)
- Chart on Media and entertainment - Year-over-year growth 2024-2029 (%)
- Data Table on Media and entertainment - Year-over-year growth 2024-2029 (%)
8.6 Healthcare and life sciences - Market size and forecast 2024-2029
- Chart on Healthcare and life sciences - Market size and forecast 2024-2029 ($ million)
- Data Table on Healthcare and life sciences - Market size and forecast 2024-2029 ($ million)
- Chart on Healthcare and life sciences - Year-over-year growth 2024-2029 (%)
- Data Table on Healthcare and life sciences - Year-over-year growth 2024-2029 (%)
8.7 Others - Market size and forecast 2024-2029
- Chart on Others - Market size and forecast 2024-2029 ($ million)
- Data Table on Others - Market size and forecast 2024-2029 ($ million)
- Chart on Others - Year-over-year growth 2024-2029 (%)
- Data Table on Others - Year-over-year growth 2024-2029 (%)
8.8 Market opportunity by End-user
- Market opportunity by End-user ($ million)
- Data Table on Market opportunity by End-user ($ million)

9 Customer Landscape

9.1 Customer landscape overview
- Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

10 Geographic Landscape

10.1 Geographic segmentation
- Chart on Market share By Geographical Landscape 2024-2029 (%)
- Data Table on Market share By Geographical Landscape 2024-2029 (%)
10.2 Geographic comparison
- Chart on Geographic comparison
- Data Table on Geographic comparison
10.3 North America - Market size and forecast 2024-2029
- Chart on North America - Market size and forecast 2024-2029 ($ million)
- Data Table on North America - Market size and forecast 2024-2029 ($ million)
- Chart on North America - Year-over-year growth 2024-2029 (%)
- Data Table on North America - Year-over-year growth 2024-2029 (%)
10.4 Europe - Market size and forecast 2024-2029
- Chart on Europe - Market size and forecast 2024-2029 ($ million)
- Data Table on Europe - Market size and forecast 2024-2029 ($ million)
- Chart on Europe - Year-over-year growth 2024-2029 (%)
- Data Table on Europe - Year-over-year growth 2024-2029 (%)
10.5 APAC - Market size and forecast 2024-2029
- Chart on APAC - Market size and forecast 2024-2029 ($ million)
- Data Table on APAC - Market size and forecast 2024-2029 ($ million)
- Chart on APAC - Year-over-year growth 2024-2029 (%)
- Data Table on APAC - Year-over-year growth 2024-2029 (%)
10.6 South America - Market size and forecast 2024-2029
- Chart on South America - Market size and forecast 2024-2029 ($ million)
- Data Table on South America - Market size and forecast 2024-2029 ($ million)
- Chart on South America - Year-over-year growth 2024-2029 (%)
- Data Table on South America - Year-over-year growth 2024-2029 (%)
10.7 Middle East and Africa - Market size and forecast 2024-2029
- Chart on Middle East and Africa - Market size and forecast 2024-2029 ($ million)
- Data Table on Middle East and Africa - Market size and forecast 2024-2029 ($ million)
- Chart on Middle East and Africa - Year-over-year growth 2024-2029 (%)
- Data Table on Middle East and Africa - Year-over-year growth 2024-2029 (%)
10.8 US - Market size and forecast 2024-2029
- Chart on US - Market size and forecast 2024-2029 ($ million)
- Data Table on US - Market size and forecast 2024-2029 ($ million)
- Chart on US - Year-over-year growth 2024-2029 (%)
- Data Table on US - Year-over-year growth 2024-2029 (%)
10.9 China - Market size and forecast 2024-2029
- Chart on China - Market size and forecast 2024-2029 ($ million)
- Data Table on China - Market size and forecast 2024-2029 ($ million)
- Chart on China - Year-over-year growth 2024-2029 (%)
- Data Table on China - Year-over-year growth 2024-2029 (%)
10.10 Germany - Market size and forecast 2024-2029
- Chart on Germany - Market size and forecast 2024-2029 ($ million)
- Data Table on Germany - Market size and forecast 2024-2029 ($ million)
- Chart on Germany - Year-over-year growth 2024-2029 (%)
- Data Table on Germany - Year-over-year growth 2024-2029 (%)
10.11 UK - Market size and forecast 2024-2029
- Chart on UK - Market size and forecast 2024-2029 ($ million)
- Data Table on UK - Market size and forecast 2024-2029 ($ million)
- Chart on UK - Year-over-year growth 2024-2029 (%)
- Data Table on UK - Year-over-year growth 2024-2029 (%)
10.12 Canada - Market size and forecast 2024-2029
- Chart on Canada - Market size and forecast 2024-2029 ($ million)
- Data Table on Canada - Market size and forecast 2024-2029 ($ million)
- Chart on Canada - Year-over-year growth 2024-2029 (%)
- Data Table on Canada - Year-over-year growth 2024-2029 (%)
10.13 India - Market size and forecast 2024-2029
- Chart on India - Market size and forecast 2024-2029 ($ million)
- Data Table on India - Market size and forecast 2024-2029 ($ million)
- Chart on India - Year-over-year growth 2024-2029 (%)
- Data Table on India - Year-over-year growth 2024-2029 (%)
10.14 France - Market size and forecast 2024-2029
- Chart on France - Market size and forecast 2024-2029 ($ million)
- Data Table on France - Market size and forecast 2024-2029 ($ million)
- Chart on France - Year-over-year growth 2024-2029 (%)
- Data Table on France - Year-over-year growth 2024-2029 (%)
10.15 Japan - Market size and forecast 2024-2029
- Chart on Japan - Market size and forecast 2024-2029 ($ million)
- Data Table on Japan - Market size and forecast 2024-2029 ($ million)
- Chart on Japan - Year-over-year growth 2024-2029 (%)
- Data Table on Japan - Year-over-year growth 2024-2029 (%)
10.16 Brazil - Market size and forecast 2024-2029
- Chart on Brazil - Market size and forecast 2024-2029 ($ million)
- Data Table on Brazil - Market size and forecast 2024-2029 ($ million)
- Chart on Brazil - Year-over-year growth 2024-2029 (%)
- Data Table on Brazil - Year-over-year growth 2024-2029 (%)
10.17 Australia - Market size and forecast 2024-2029
- Chart on Australia - Market size and forecast 2024-2029 ($ million)
- Data Table on Australia - Market size and forecast 2024-2029 ($ million)
- Chart on Australia - Year-over-year growth 2024-2029 (%)
- Data Table on Australia - Year-over-year growth 2024-2029 (%)
10.18 Market opportunity By Geographical Landscape
- Market opportunity By Geographical Landscape ($ million)
- Data Tables on Market opportunity By Geographical Landscape ($ million)

11 Drivers, Challenges, and Opportunity/Restraints

11.1 Market drivers
11.2 Market challenges
11.3 Impact of drivers and challenges
- Impact of drivers and challenges in 2024 and 2029
11.4 Market opportunities/restraints

12 Competitive Landscape

12.1 Overview
12.2 Competitive Landscape
- Overview on criticality of inputs and factors of differentiation
12.3 Landscape disruption
- Overview on factors of disruption
12.4 Industry risks
- Impact of key risks on business

13 Competitive Analysis

13.1 Companies profiled
- Companies covered
13.2 Company ranking index
- Company ranking index
13.3 Market positioning of companies
- Matrix on companies position and classification
13.4 Amazon Web Services Inc.
- Amazon Web Services Inc. - Overview
- Amazon Web Services Inc. - Product / Service
- Amazon Web Services Inc. - Key news
- Amazon Web Services Inc. - Key offerings
- SWOT
13.5 Cresta
- Cresta - Overview
- Cresta - Product / Service
- Cresta - Key offerings
- SWOT
13.6 Five9 Inc.
- Five9 Inc. - Overview
- Five9 Inc. - Product / Service
- Five9 Inc. - Key news
- Five9 Inc. - Key offerings
- SWOT
13.7 Forethought
- Forethought - Overview
- Forethought - Product / Service
- Forethought - Key offerings
- SWOT
13.8 Genesys Telecommunications Laboratories Inc.
- Genesys Telecommunications Laboratories Inc. - Overview
- Genesys Telecommunications Laboratories Inc. - Product / Service
- Genesys Telecommunications Laboratories Inc. - Key offerings
- SWOT
13.9 Google Cloud
- Google Cloud - Overview
- Google Cloud - Product / Service
- Google Cloud - Key offerings
- SWOT
13.10 International Business Machines Corp.
- International Business Machines Corp. - Overview
- International Business Machines Corp. - Business segments
- International Business Machines Corp. - Key news
- International Business Machines Corp. - Key offerings
- International Business Machines Corp. - Segment focus
- SWOT
13.11 Microsoft Corp.
- Microsoft Corp. - Overview
- Microsoft Corp. - Business segments
- Microsoft Corp. - Key news
- Microsoft Corp. - Key offerings
- Microsoft Corp. - Segment focus
- SWOT
13.12 NICE Ltd.
- NICE Ltd. - Overview
- NICE Ltd. - Business segments
- NICE Ltd. - Key news
- NICE Ltd. - Key offerings
- NICE Ltd. - Segment focus
- SWOT
13.13 OpenAI
- OpenAI - Overview
- OpenAI - Product / Service
- OpenAI - Key offerings
- SWOT
13.14 Oracle Corp.
- Oracle Corp. - Overview
- Oracle Corp. - Business segments
- Oracle Corp. - Key news
- Oracle Corp. - Key offerings
- Oracle Corp. - Segment focus
- SWOT
13.15 Salesforce Inc.
- Salesforce Inc. - Overview
- Salesforce Inc. - Product / Service
- Salesforce Inc. - Key news
- Salesforce Inc. - Key offerings
- SWOT
13.16 SAP SE
- SAP SE - Overview
- SAP SE - Business segments
- SAP SE - Key news
- SAP SE - Key offerings
- SAP SE - Segment focus
- SWOT
13.17 Sprinklr Inc.
- Sprinklr Inc. - Overview
- Sprinklr Inc. - Product / Service
- Sprinklr Inc. - Key offerings
- SWOT
13.18 Verint Systems Inc.
- Verint Systems Inc. - Overview
- Verint Systems Inc. - Product / Service
- Verint Systems Inc. - Key offerings
- SWOT

14 Appendix

14.1 Scope of the report
14.2 Inclusions and exclusions checklist
- Inclusions checklist
- Exclusions checklist
14.3 Currency conversion rates for US$
- Currency conversion rates for US$
14.4 Research methodology
- Research methodology
14.5 Data procurement
- Information sources
14.6 Data validation
- Data validation
14.7 Validation techniques employed for market sizing
- Validation techniques employed for market sizing
14.8 Data synthesis
- Data synthesis
14.9 360 degree market analysis
- 360 degree market analysis
14.10 List of abbreviations
- List of abbreviations