Chatbots: Market Forecasts, Sector Analysis & Future Strategies 2023-2028

REPORT OVERVIEW

Juniper Research's“ Chatbots” research provides a comprehensive assessment of this growing market, which is being disrupted by a wide range of innovative technologies, such as artificial intelligence and machine learning-based language models; evaluating its monetisation potential in several key vertical markets, aligned with strategic recommendations and emerging opportunities for chatbot vendors.

Our incisive study provides an in-depth look into market monetisation strategies for market stakeholders, including the following market segmentation:

• Banking & Finance
• eCommerce & Retail
• Healthcare Industry
• Media & Entertainment
• Travel & Hospitality

This research suite includes:

• Strategy & Forecasts (PDF)
• 2023-2028 Market Sizing & Forecast Spreadsheet (Excel)
• 12 months' Access to harvest Online Data Platform

Key Market Statistics

Market size in 2023:	$12bn
Market size in 2028:	$72bn
2023 to 2028 Market Growth:	470%

KEY FEATURES

• Future Chatbots Market Outlook: An in-depth view of the chatbot market ecosystem, chatbot technology, chatbot integration via channel analysis, exploration of key market demand, constraints and challenges. This section also includes a deep dive evaluation into growth and monetisation strategies for key chatbot markets that will aid in future market growth. The five key markets considered in this chapter include:
  • Banking & Finance
  • eCommerce & Retail
  • Healthcare
  • Media & Entertainment
  • Travel & Hospitality

• Chatbot Monetisation Analysis: A thorough evaluation of key strategies to monetise chatbot services and solutions for enterprises, including:
  • Branding & Advertising
  • Customer Engagement & Retention
  • Employee Engagement & Retention
  • Employee Recruitment
  • Payment Processing

• Juniper Research Competitor Leaderboard: Key player capability and capacity assessment for 16 chatbot development vendors, positioning them as either an established leader, leading challenger, or disruptor and challenger. Our Competitor Leaderboard scores these companies on their size of operations in the chatbots space, their extent and breadth of market partnerships, the sophistication of their platforms, and Juniper Research's view on each company's innovation and future business prospects. The key companies included in Juniper Research's Chatbots Competitor Leaderboard are:
  • [24]7.ai
  • Aivo
  • Artificial Solutions
  • Chatfuel
  • Conversica
  • Google Dialogflow
  • Gupshup
  • IBM Watson
  • Kaleyra
  • Kasisto
  • Kustomer
  • LiveChat
  • ManyChat
  • Microsoft
  • Oracle
  • Pandorabots

• Benchmark Industry Forecasts: 5-year forecasts are provided for total chatbot retail spend, total advertising spend over chatbots, and total chatbots market value. These forecasts were split into 4 chatbot deployment channels, including chatbot messaging apps, app-based chatbots, web-based chatbots, and RCS chatbots for 8 key global regions and 60 select countries including:

• North America:
  • Canada, US

• Latin America:
  • Argentina, Brazil, Chile, Colombia, Ecuador, Mexico, Peru, Uruguay

• West Europe:
  • Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, UK

• Central & East Europe:
  • Croatia, Czech Republic, Hungary, Poland, Romania, Russia, Turkey, Ukraine

• Far East & China:
  • China, Hong Kong, Japan, South Korea

• Indian Subcontinent:
  • Bangladesh, India, Nepal, Pakistan

• Rest of Asia Pacific:
  • Australia, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Thailand, Vietnam

• Africa & Middle East:
  • Algeria, Egypt, Israel, Kenya, Kuwait, Nigeria, Qatar, Saudi Arabia, South Africa, United Arab Emirates

KEY QUESTIONS ANSWERED

• 1. What will be the global chatbot market size by 2028?

• 2. Which AI-powered chatbots vendors are considered market leaders in the competitive landscape by Juniper Research in 2023?

• 3. How have open language models disrupted the provision of chatbot services to enterprises?

• 4. What are the major factors that determine how successful the deployment of chatbots is?

• 5. Which region will have the largest market share in chatbots by 2028?

COMPANIES REFERENCED

• Case Studied: Telenor Group

• Included in the Juniper Research Competitor Leaderboard: [24]7.ai, Aivo, Artifical Solutions, Chatfuel, Conversica, Google Dialogflow, Gupshup, IBM Watson, Kaleyra, Kasisto, Kustomer, LiveChat, ManyChat, Microsoft, Oracle, Pandorabots.

• Mentioned: AB InBev, ABC News, Adi Insights, Adidas Women, Adobe, ADT, Aion Digital, Al Jezeera, Amazon, American Eagle Outfitters, and Success Flow Digital Ltd, Apple, AT&T, Atlassian, Audiocodes, AvantStay, Avaya, AVON, Baidu, Banco Bolivariano, Bandyer, BankSouth, Battery Ventures, BBVA, Blue Turtle, Bodybuilding.com, Boldstart Ventures, Bolster, Buc Mobile, Campanja, Canaan Partners, Carphone, CBS, Cerner, Cerner, ChatWidget, Chili Piper, Circle-K, Cisco, CloudTask, Coatue, Coca-Cola, Comcast, Comm100, Concerlytics, Credit Butuel, Crossbeam, CrowdTwist, DBS, Decentro, Deloitte, Deutsche Bank, Direct Line Group, Distal, Dixons, Domino's, DPD UK, Duracell, EasyPay, EngageClick, Engageware, FarApp, Federos, Federos, FedEx, Fidelity Information Services, Finastra, Fisher-Price, Five 9, FOEX, Folksam, Food Network, Francisco Partners, Freshdesk, Freshworks, FUJIFILM, Genesys, Giorgio Armani, Glia, GloriaFood, Glovo, GM Financial, Gsk, Harbor Spring Capital, HBO, HDFC Bank, HelloFresh, HelpDesk LiveChat Messenger, Hermes, Holiday Inn, Hopper, HopSkipDrive, HSBC, Huawei, Hyundai, Ibenta, ICICI Bank, IKEA, Infobip, IntelliResponse, Jet.com, JioChat, Just Eat UK, Kellogg's, KFC, Kik, KLM Royal Dutch Airlines, Kohl's, KPMG, L'Oréal Professionnel, La Liga, LeadFabric, LEGO, Levi's, LG, LINE, LinkedIn, LinkLive, LiveBank, LiveData Utilities, LivePerson, Lululemon, Lumin Skin, Mai&Mai, Mailchimp, Markham, Mastercard, Max Kelsen, McDonalds, Mediktor, Mercedes Benz, Messenger, Meta, mGage, Mitel, Mitsuku, Moneythor, Morgan Stanley Expansion Capital, Moveworks, Movistar, Moxo, MX, Naples Technology Ventures, National Geographic Russia, NatWest Group, NCR, Nectia Cloud Solutions, Nestlé, Netflix, Neudesic, Newmetrix, NHS, Nice inContact, Nimni, Nissan Israel, NIVEA, Nor1, Novo Nordisk, NPR One, Nuance, Nuts.com, Oak HC/FT, Opencart, Oplogic, Oracle, Oxygen Systems, Paddle PieSync, Panera Bread, PayPal, Priority Bicycles, Providence Strategic Growth, Prudential, Q2, Radisson Hotels, Rainbow Shops, Razer, Red Bull Racing, Redpoint Ventures, Reebok, Reliance Jio, Renault, Reply.ai, Reynolds & Reynolds, Ryanair, Salesforce, San Francisco State University, Sauce Video, Savano Capital Partners , Scania, SelectQuote, Sequoia, Shell, Sherpalo Ventures, Shopalize, Shopify, Siemens, Signal Wire, Singapore Airlines, Skoda, Skype, Slack, Social Leverage, Sony, Speaktoit, Square 2, SRI International, Stripe, SuperFish, Swisscom, Synechron, Target, Tea Junction, Teclab, Tecovas, TED, Telefónica, Telegram, Tellme, Telstra, Ten Coves Capital, Tencent, The Co-operative Banking Group, The Farmer's Dog , The Motley Fool, The Wall Street Journal, ThirdLove, Thomson Reuters, Ticketmaster, Tiger Global Management, T-Mobile, Toba Capital, Toyota, Twilio, Twitter, Two Sigma Ventures, Ubiquity Global Services, Ujet, Unilever, Urban Outfitters, Valcon, Vendor Neutral, Verenia, Verizon, Viber, Virgin, Visa, VK, Vodafone, Vogue, Voxify, Voximplant, Walmart, WebEngage, webhooks, WeChat, Westpac Banking Corporation, WeWork, WhatsApp, White Oak Global Advisors, WordPress, Wrigley, Yamato Transport, Zapier, Zendesk, Zoho, Zomato.

DATA & INTERACTIVE FORECAST

Juniper Research'slatest “ Chatbots” forecast suite includes:

• 5-year benchmark forecasts for key metrics by 8 key regions and 60 country-level splits, including:

• North America:
  • Canada, US

• Latin America:
  • Argentina, Brazil, Chile, Colombia, Ecuador, Mexico, Peru, Uruguay
  • West Europe:
  • Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, UK

• Central & East Europe:
  • Croatia, Czech Republic, Hungary, Poland, Romania, Russia, Turkey, Ukraine

• Far East & China:
  • China, Hong Kong, Japan, South Korea

• Indian Subcontinent:
  • Bangladesh, India, Nepal, Pakistan

• Rest of Asia Pacific:
  • Australia, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Thailand, Vietnam

• Africa & Middle East:
  • Algeria, Egypt, Israel, Kenya, Kuwait, Nigeria, Qatar, Saudi Arabia, South Africa, United Arab Emirates

• Chatbots Market Value, including:
  • Total Chatbots Retail Spend
  • Total Chatbot Advertising Spend
  • Total Chatbot Market Value

• Chatbot Messaging Apps, including:
  • Total Number of Chatbot Messaging Apps Accessed
  • Total Transaction Value over Chatbot Messaging Apps

• App-based Chatbots, including:
  • Total Number of Chatbot-enabled Apps Accessed
  • Total Advertising Spend over App-based Chatbot Apps
  • Total Retail Spend over App-based Chatbot Apps
  • Total App-based Chatbot Market Value

• Web-based Chatbots, including:
  • Total Number of Website Visits That Are Chatbot Enabled
  • Total Advertising Spend over Web-based Chatbot
  • Total Retail Spend over Web-based Chatbot
  • Total Web-based Chatbot Market Value

• RCS Chatbots, including:
  • Total Number of RCS-capable Subscribers Making Payments via Conversational Commerce Channels
  • Total Transactions via RCS-based Conversational Commerce Channels
  • Total Spend over RCS-based Conversational Commerce Channels

Access to the full set of forecast data of over 40 tables and over 9,300 datapoints.

Interactive Excel Scenario tool allowing users the ability to manipulate Juniper Research'sdata for 5 different metrics.

Juniper Research'shighly granular interactive Excels enable clients to manipulate Juniper Research'sforecast data and charts to test their own assumptions using the Interactive Scenario Tool and compare select markets side by side in customised charts and tables. IFxls greatly increase clients' ability to both understand a particular market and to integrate their own views into the model.

FORECAST SUMMARY

Global retail spend over chatbots is forecast to reach $12 billion in 2023; growing to $72 billion by 2028. Increasing by 470% over 5 years, much of this growth will be driven by the emergence of cost-effective open language models, most notably ChatGPT, in regions such as North America and Europe.

• Open language models consist of large neural networks that are trained on substantial quantities of online information and learn through low levels of human supervision. They are implemented into chatbots to automate functions such as customer support, marketing and payment processing.

• The development of open language models will become a key driver for retail spend growth amongst small and medium retailers that were previously unable to invest in chatbots. Chatbots have historically been a low priority for omnichannel strategies owing to the high cost of training AI-based algorithms. However, ChatGPT has significantly disrupted this trend; lowering the cost of implementation of chatbots for smaller retailers.

• Additionally, Asia Pacific will account for 85% of global retail spend over chatbots, despite only representing 53% of the global population. Messaging apps, including WeChat, LINE and Kakao have built strong partnerships with a wide array of online retailers, resulting in high levels of confidence in chatbots as a retail channel.

• However, the release of open language models will drive growth outside of Asia Pacific. By 2028, 66% of spend is forecast to be attributable to the region, as online retailers in other areas, such as North America and Europe, implement chatbots into retail activities. To maximise this growth outside of Asia Pacific, chatbot vendors must target online retailers in these two regions.