Our 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
All report content is delivered in the English language.
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
Please note: the online download version of this report is for a global site license.
- 1. Key Takeaways & Strategic Recommendations
- 1.1 Chatbots: Key Takeaways
- 1.2 Strategic Recommendations
- 2. Future Market Outlook
- 2.1 Current Market Outlook
- 2.1.1 Introduction
- Figure 2.1: Search Results on Scopus by Year for ‘Chatbot’ or ‘Conversation Agent’ or ‘Conversational Interface’ as Keywords from 2000 to 2019
- 2.1.2 Definitions
- 2.1.3 Current Market Value
- Figure 2.2: Total Chatbots Market Value ($m), Split by Channel, 2023 and 2028
- 2.1.4 Chatbot Ecosystem
- i. End-to-End Solution Providers
- ii. Self-service Chatbot Solutions
- Figure 2.3: Chatbots Market Ecosystem
- 2.2 Chatbots Channel Analysis
- 2.2.1 Mobile Subscribers
- Figure 2.4 Total Global Number of SIMs (m), Split by 8 Key Regions, 2023-2028
- 2.2.2 Internet Users
- Figure 2.5: Total Global Internet Users (m), Split by 8 Key Regions, 2023-2028
- 2.2.3 OTT Application Users
- Figure 2.6: Total Number of Unique Mobile OTT Messaging Subscribers (m), Split by 8 Key Regions, 2023-2028
- 2.2.4 RCS Users
- Figure 2.7: Proportion of Mobile Subscribers That Are RCS Capable (%), Split by 8 Key Regions, 2023-2028
- 2.2.5 SMS Users
- 2.2.6 Chatbots’ Key Market Drivers
- 2.2.7 Advancements in AI and Cloud Computing
- 2.2.8 Natural Language Processing
- i. Natural Language Understanding
- ii. Conversational AI Maturity
- 2.2.9 Challenges to Chatbots
- 2.2.10 The Role of Chatbots in Omnichannel Retail
- 2.2.11 The Role of Omnichannel Vendors
- i. Chatbot Vendors
- ii. CPaaS Platforms
- iii. OTT Messaging Apps
- Figure 2.9: Total CPaaS Chatbot Revenue from Retail & eCommerce ($m), Split by 8 Key Regions, 2023-2028
- 3. Chatbot Monetisation Analysis
- 3.1 Strategies for Market Chatbot Growth
- 3.1.1 Branding & Advertising
- 3.1.2 Customer Engagement & Retention
- 3.1.3 Employee Engagement & Retention
- 3.1.4 Employee Recruitment
- 3.1.5 Payment Processing
- 3.1.6 Conclusion
- 3.2 Chatbot Market Segment Analysis
- 3.2.1 Banking & Finance
- Figure 3.1: Total Transactions over Rich Communication Software Conversational Commerce Channels ($m), Split by 8 Key Regions, 2023-2028
- 3.2.2 eCommerce & Retail
- Figure 3.2: Total Chatbot Retail Spend in 2028 ($m), Split by 8 Key Regions
- 3.2.3 Healthcare
- i. Improved Efficiency & Patient Care
- ii. Cost Savings
- iii. Conclusions
- 3.2.4 Travel & Hospitality
- 3.2.5 Media & Entertainment
- 4. Juniper Research Competitor Leaderboard
- 4.1 Why Read this Report
- Table 4.1: Juniper Research Competitor Leaderboard: Chatbot Vendors & Product Portfolio
- Figure 4.2: Juniper Research Competitor Leaderboard: Chatbot Vendors
- Table 4.3: Juniper Research Competitor Leaderboard: Chatbot Vendors & Positioning
- Table 4.4: Juniper Research Competitor Leaderboard Heatmap: Chatbot Vendors
- 4.2 Vendor Profiles
- 4.2.1 [24]7.ai Inc
- i. Corporate
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.2 Aivo
- i. Corporate
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Opportunities
- 4.2.3 Artificial Solutions
- i. Corporate
- Table 4.5: Artificial Solutions’ Select Financial Information ($m), 2017-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- Figure 4.6: Artificial Solutions’ Hybrid Machine Learning and Linguistic Capabilities
- v. Juniper Research’s View: Key Strengths & Strategic Opportunities
- 4.2.4 Chatfuel
- i. Corporate
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.5 Conversica
- i. Corporate
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- Figure 4.7: Conversica’s AI Assistant Foundation
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.6 Google Dialogflow
- i. Corporate
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- Figure 4.8: Dialogflow’s Processing for Fulfilling Customer Enquiry
- v. Juniper Research’s View: Key Strengths & Strategic Opportunities
- 4.2.7 Gupshup
- i. Corporate
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Opportunities
- 4.2.8 IBM Watson
- i. Corporate
- Table 4.9: IBM’s Select Financial Information ($m), 2019-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- Figure 4.10: IBM Watson Assistant Ecosystem.
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.9 Kalayra
- i. Corporate
- Table 4.10: Kaleyra Select Financial Information ($m), 2019-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- Figure 4.11: Kaleyra’s Chatbot Interface
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.10 Kasisto
- i. Corporate
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- Figure 4.122: Kasisto’s KAI Platform Intelligence
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.11 Kustomer
- i. Corporate
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.12 LiveChat
- i. Corporate
- Table 4.13: LiveChat’s Select Financial Information ($m), 2018-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.13 ManyChat
- i. Corporate
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.14 Microsoft
- i. Corporate
- Table 4.14: Microsoft’s Select Financial Information ($m), 2019-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- Figure 4.15: Microsoft’s Components for Conversational AI
- Figure 4.16: Timeline of key Microsoft AI breakthroughs
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.15 Oracle
- i. Corporate
- Table 4.17: Oracle Total Revenue ($bn), 2019-2022
- Table 4.18: Oracle’s Acquisition History from 2019-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.16 Pandorabots
- i. Corporate
- ii. Geographical Spread
- iii. Key Clients & Strategic Partners
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths and Strategic Opportunities
- 4.2.17 Juniper Research Leaderboard Assessment Methodology
- 4.3 Limitations & Interpretations
- Table 4.19: Juniper Research Competitor Leaderboard Scoring Criteria
- 5. Market Forecasts and Key Takeaways
- 5.1 Market Forecast & Key Takeaways
- 5.1.1 Chatbot Messaging Apps Forecast Methodology and Assumptions
- 5.1.2 App-based Chatbots Forecast Methodology and Assumptions
- 5.1.3 Web-based Chatbots Forecast Methodology and Assumptions
- 5.1.4 RCS Chatbots Forecast Methodology and Assumptions
- Figure 5.1: Chatbot Messaging Apps Forecast Methodology
- Figure 5.2: App-based Chatbots Forecast Methodology
- Figure 5.3: Web-based Chatbots Forecast Methodology
- Figure 5.4: RCS-based Chatbots Forecast Methodology
- 5.2 Market Summary Forecast
- 5.2.1 Total Chatbots Market Spend
- Figure & Table 5.5: Total Chatbots Market Value ($m), Split by 8 Key Regions, 2023-2028
- Table 5.6: Total Chatbots Market Value ($m), Split by 4 Key Chatbot Channels, 2023-2028
- 5.2.2 Total Chatbots Market Retail Spend
- Figure & Table 5.7: Total Retail Spend Over Chatbots ($m), Split by 8 Key Regions, 2023-2028
- 5.2.3 Total Chatbot Market Advertising Spend
- Figure & Table 5.8: Total Advertising Spend over Chatbots ($m), Split by 8 Key Regions, 2023-2028
- 5.2.4 Total Number of Chatbot Messaging Apps Accessed per annum
- Figure & Table 5.9: Total Number of Messaging Apps Accessed per annum (m), Split by 8 Key Regions, 2023 2028.
- 5.2.5 Total Number of Chatbot-enabled Apps Accessed per annum
- Figure & Table 5.10: Total Number of Chatbot-enabled Apps Accessed per annum (m), Split by 8 Key Regions, 2023-2028
- 5.2.6 Total Number of Website Visits that Are Chatbot Enabled
- Figure & Table 5.11 Total Number of Website Visits that Are Chatbot Enabled (m), Split by 8 Key Regions, 2023 2028
- 5.2.7 Total Spend Over RCS-based Conversational Commerce Channels
- Figure & Table 5.12: Total Spend Over RCS-based Conversational Commerce Channels ($m), Split by 8 Key Regions, 2023-2028
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