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Global Conversational AI Market 2025-2029: Full Research Suite

Publisher Juniper Research
Published Feb 18, 2025
Length 135 Pages
SKU # JNRH19997496

Description

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.

Table of Contents

135 Pages
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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