Our latest Conversational AI research suite comprises a comprehensive analysis of the key factors driving this evolving market in 2025, with specific focus on technological advancements enabling greater automation of business communications; including generative AI and agentic AI. The report enables stakeholders, from conversational AI vendors and communication service providers, to understand where the key investment opportunities are for conversational AI next year.
The conversational AI market report includes several different options that can be purchased separately. This includes access to a market forecast of the enterprise adoption and future growth of the conversational AI market, and a detailed study highlighting the latest market trends and opportunities. It also includes a Competitor Leaderboard document containing an analysis of the major players in the conversational AI space. The coverage can also be purchased as a full research suite, containing all these elements and including a substantial discount.
The study will provide stakeholders with key information on how to succeed in the conversational AI market, particularly as the market moves at a rapid pace. With many vendors offering competing conversational AI services, the report provides insight into the tools vendors must offer to provide the highest value to enterprises. Its extensive coverage makes the conversational AI research suite an incredibly valuable resource for examining the future of this market.
Please note: the online download version of this report is for a global site license.
- 1. Key Takeaways & Strategic Recommendations
- 1.1 Key Takeaways
- 1.1.1 Agentic AI Will Increase the Level of Automation Possible with Conversational AI Systems
- 1.1.2 Conversational AI Market Growth Driven by Growth of Rich Media Channels & Third-party AI Development
- i. Growth of Rich Media Channels, such as RCS and OTT Apps
- Figure 1.1: Global Number of Rich Media Channel Users (m), Split by 3 Channels, 2020-2029
- ii. Development of Third-party AI Solutions
- 1.2 Strategic Recommendations
- 1.2.1 Conversational AI Vendors Must Ensure Predictability of Conversational AI Spend
- 1.2.2 Vendors Must Develop or Partner with Customer Data Platforms
- 1.2.3 Conversational AI Vendors Must Improve Intent and Sentiment Analysis for Intelligent Conversation Routing
- 2. Future Market Outlook
- 2.1 Introduction
- 2.2 Future Market Outlook – Conversational AI
- Figure 2.1: Total Conversational AI Service Revenue ($m), 2025-2029, Split by 8 Key Regions
- Figure 2.2: Total Number of Chatbot Users in 2025 (m), Split by 8 Key Regions
- 2.2.1 Key Drivers of the Conversational AI Market
- i. Technological Advancements Driving Conversational AI Adoption
- ii. Reduced Cost and Cost Predictability of Conversational AI Services will Drive Higher Adoption Rates
- iii. Increased Consumer Demand for Conversational Messaging
- Figure 2.3: Countries With the Highest Number of OTT Messaging Users in 2025 (m)
- 2.3 Future Market Outlook – Conversational Commerce
- Figure 2.4: Total Spend on Goods or Services via Chatbots ($m), 2025-2029, Split by 8 Key Regions
- 2.3.1 Key Drivers of the Conversational Commerce Market
- i. Growing Popularity of Superapps
- 2.4 Navigating the Regulatory Landscape
- i. Provide Guidance when Creating Guardrails
- 3. Industry Demand
- 3.1.1 Industry Demand
- i. Banking and Finance
- ii. Retail
- iii. Healthcare
- iv. Transport
- 4. Country Readiness Index
- 4.1 Conversational AI Country Readiness Index
- Figure 4.1: Countries in Each Region
- Table 4.2: Juniper Research Conversational AI Country Readiness Index: Scoring Criteria
- Figure 4.3: Juniper Research Country Readiness Index – Conversational AI
- Table 4.4: Conversational AI Country Readiness Index: Market Segments
- 4.1.1 Focus Markets
- i. Focus Markets Have Started to Implement More Comprehensive AI Regulations and Frameworks
- Figure 4.5: Proportion of B2C Businesses Implementing Conversational AI (%), Key Focus Markets in West Europe in 2025
- ii. Notable Deployments of Conversational AI Will Accelerate Enterprise Adoption
- 4.1.2 Growth Markets
- i. High Number of OTT Messaging Users
- Figure 4.6: Proportion of Mobile Subscribers that are Active OTT Messaging Users in Growth Markets in 2025 (%)
- 4.1.3 Saturated Markets
- i. High A2P Traffic but Limited Opportunity for Conversational Messaging Across Rich Media Channels
- Figure 4.7: Proportion of Mobile Subscribers that are Active OTT Messaging Users (%) in Saturated Markets in 2025
- 4.1.4 Developing Markets
- i. Lower A2P Messaging Traffic Volumes Indicates Lower Enterprise Readiness for Conversational AI
- Figure 4.8: Average Number of A2P Messages Received per Mobile Subscriber per Month in Select Developing Markets, Compared with Select Focus Markets
- Table 4.9: Juniper Research Country Readiness Index Heatmap: North America
- 1. Competitor Leaderboard
- Table 1.1: Juniper Research Leaderboard: Conversational AI Vendors Included & Product Portfolio
- Figure 1.2 Juniper Research Competitor Leaderboard: Conversational AI Vendors
- Figure 1.3: Juniper Research Leaderboard: Conversational AI Vendors & Positioning
- Figure 1.4: Juniper Research Competitor Leaderboard Heatmap: Conversational AI Vendors: Part 1 of 2
- Table 1.5: Juniper Research Competitor Leaderboard Heatmap: Conversational AI Vendors - Part 2 of 2
- 2. Vendor Profiles
- 2.1.1 AWS
- i. Corporate Information
- Table 2.1: AWS’ Revenue ($bn), 2021-2023
- ii. Geographical Spread
- Figure 2.2: Amazon Web Service Infrastructure Deployments Map, 2023
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.2 Cisco Webex
- i. Corporate Information
- Table 2.3: Cisco’s Relevant Acquisitions, 2023 - Present
- Table 2.4: Cisco’s Selected Financial Information ($bn), 2021-2023
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.3 CM.com
- i. Corporate Information
- Table 2.5: Acquisitions Made by CM.com, 2021-present
- Table 2.6: CM.com’s Select Financial Information (€m), 2022-2023
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.4 Cognigy
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- Figure 2.7: Cognigy.AI Platform
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.5 Genesys
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.6 Google
- i. Corporate Information
- Table 2.8: Google’s Relevant Acquisitions, 2014-present
- Table 2.9: Google’s Select Financial Information ($billion), 2022-2023
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.7 Gupshup
- i. Corporate Information
- Table 2.10: Gupshup’s Acquisitions, 2021-present
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.8 IBM
- i. Corporate Information
- Table 2.11: IBM’s Select Financial Information ($m), 2022-2023
- Table 2.12: IBM Recent Acquisitions Relevant to its AI and Software Solutions, 2023-present
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.9 Infobip
- i. Corporate Information
- Table 2.13: Infobip’s Acquisitions – April 2021 to Present
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.10 IntelePeer
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.11 Kore.ai
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.12 LivePerson
- i. Corporate Information
- Table 2.14: LivePerson’s Financial Revenue ($m) 2021-2023, Split by Segment
- Table 2.15: LivePerson Acquisitions 2018-present
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.13 Microsoft Azure
- i. Corporate Information
- Table 2.16: Relevant Microsoft Acquisitions, 2018-present
- Table 2.17: Microsoft’s Select Financial Information ($billion), FY 2022-FY 2024
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.14 Route Mobile
- i. Corporate Information
- Table 2.18: Route Mobile’s Financial Information (₹ Cr), FY 2021-22 – FY 2023-24
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.15 Sinch
- i. Corporate Information
- Table 2.19: Sinch’s Most Recent Acquisitions, 2020-2021
- Table 2.20: Sinch’s Select Financial Information (SEKm), 2022-2023
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.16 Soprano Design
- i. Corporate Information
- ii. Geographical Spread
- Figure 2.21: Soprano Design’s Global Reach and Support Network
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.17 Sprinklr
- i. Corporate Information
- Table 2.22: Sprinklr’s Select Financial Information ($m), FY 2022-FY 2024
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.18 Tata Communications
- i. Corporate Information
- Table 2.23: Tata Communications’ Select Financial Information (₹ in crore), FY 2022-23 & FY 2023-24
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.19 Unifonic
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.20 Vonage
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.21 Yellow.ai
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.22 Zendesk
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.2 Juniper Research Leaderboard Assessment Methodology
- 2.3 Limitations & Interpretations
- Table 2.24: Juniper Research Competitor Leaderboard Scoring Criteria
- 2.4 Related Research
- 1. Key Market Forecasts & Takeaways
- 1.1 Conversational AI Market Summary & Future Outlook
- Conversational AI Market Summary Forecast Methodology
- Figure 1.1: Conversational AI Market Summary Forecast Methodology
- Chatbot Users
- Figure & Table 1.2: Total Number of Chatbot Users (m), Split by 8 Key Regions, 2025-2029
- 2. Conversational Commerce
- Conversational Commerce over Chatbots
- Web-based Chatbots Forecast Methodology
- App-based Chatbots Forecast Methodology
- RCS-based Chatbots Forecast Methodology
- OTT-based Chatbots Forecast Methodology
- Voice Bots Forecast Methodology
- Figure 2.1: Web-based Chatbots Forecast Methodology
- Figure 2.2: App-based Chatbots Forecast Methodology
- Figure 2.3: RCS-based Chatbots Forecast Methodology
- Figure 2.4: OTT-based Chatbots Forecast Methodology
- Figure 2.5: Voice Bots Forecast Methodology
- 2.1.1 Chatbots Accessed
- Figure & Table 2.6: Total Number of Chatbots Accessed (m), Split by Chatbot Technologies, 2025-2029
- 2.1.2 Spend over Conversational Commerce
- Figure & Table 2.7: Total Spend over Conversational Commerce Channels ($m), Split by Chatbot Technologies, 2025-2029
- 3. Conversational AI Service Spend
- 3.1 Conversational AI Service Spend
- 3.1.1 Conversational AI Service Spend Forecast Methodology
- Figure 3.1: Conversational AI Service Spend Forecast Methodology
- 3.1.2 Businesses Using Conversational AI
- Figure & Table 3.2: Total Number of Businesses Using Conversational AI Services (m), Split by 8 Key Regions, 2025-2029
- 3.1.3 Conversational AI Service Revenue
- Figure & Table 3.3: Total Conversational AI Services Revenue ($m), Split by 8 Key Regions, 2025-2029
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