The AI in Customer Experience Market Size is valued at USD 148.9 billion in 2023 and is predicted to reach USD 1,532.0 billion by the year 2031 at a 34.5% CAGR during the forecast period for 2024-2031.
Artificial intelligence in customer experience is the application of AI technology to improve and tailor interactions between customers and organizations. Technology in AI in customer experience has enabled more sophisticated machine learning algorithms, more accurate data analysis, and enhanced natural language processing, all of which have substantially expanded the growth in customer experience and are driving market expansion. Companies now provide their clients with services that are both responsive and personalized due to these improvements. With the help of AI customer experience solutions, companies can effortlessly manage a large number of client interactions. This aids in the growth and expansion of the company and increases customer happiness and loyalty by guaranteeing consistent service quality, particularly during times of high demand. A lack of knowledge and expensive implementation, however, can impede the industry's growth.
In addition, chatbots powered by AI are booming in popularity due to their competence in assisting clients around the clock and providing accurate answers to their concerns. Using AI in customer experience in marketing allows for more focused and individualized campaigns, which in turn can enhance market demand.
However, regulatory hurdles, high starting expenses, and worries about data privacy and security are all limiting factors in the market's expansion. AI in customer experiences can't grow due to these reasons. In addition, COVID-19 sped up the use of AI in customer service as companies tried to keep services running even when there were problems. As digital contacts and remote customer service have grown, so has the need for AI-driven solutions that improve efficiency, personalization, and engagement in a world that is changing quickly. Market growth is attributable to rising investments and technological developments in AI in the customer experience market.
Competitive Landscape
Some Major Key Players In The AI in Customer Experience Market:
- IBM Corporation
- Salesforce
- Microsoft Corporation
- Oracle Corporation
- SAP SE
- Adobe Inc.
- Google LLC
- Amazon Web Services (AWS)
- Genesys
- Zendesk
- Nuance Communications
- Pegasystems Inc.
- Verint Systems
- LivePerson Inc.
- Freshworks Inc.
- SAS Institute Inc.
- Avaya Inc.
- io
- Intercom Inc.
- Bold360 (LogMeIn)
- Ada Support Inc.
- com Inc.
- Clarabridge Inc.
- Aptean
- Khoros, LLC
- Other Market Players
Market Segmentation:
The AI in the customer experience market is segmented based on type, application, end-user industry, deployment mode, and organization size. Based on the type, the market is segmented into natural language processing (NLP), machine learning, deep learning, computer vision, virtual assistants, and others. By application, the market is segmented into chatbots, voice assistants, personalized recommendations, sentiment analysis, customer segmentation, virtual customer support, predictive analytics, and customer behaviour analysis. In the end-user industry, the market is segmented into retail, e-commerce, banking and finance, healthcare, telecom, hospitality, automotive, and others. By deployment mode, the market is further categorized into cloud and on-premises. As per the organization size, the market is segmented into small &medium-sized enterprises (SMEs) and large enterprises.
Based On The Type, The Machine Learning AI In The Customer Experience Segment Is Accounted As A Major Contributor To The AI In The Customer Experience Market.
Machine learning in the AI in customer experience market is likely to hold a major global market share because of its speed and accuracy in analyzing massive datasets. It lets companies learn what their customers want, anticipate their actions, and provide them with tailored experiences in real time. With the help of machine learning algorithms, recommendations and interactions are made more accurate. Businesses can now offer proactive and personalized customer service due to this capability, which increases happiness and loyalty and pushes machine learning technology to be widely used.
Large Enterprises Segment To Witness Growth At A Rapid Rate.
Large enterprises are growing rapidly because of their access to cutting-edge innovation, their ability to implement AI in customer experience solutions across several business functions, and the wealth of consumer data at their fingertips. Because of these skills, they are able to provide more tailored experiences, boost consumer happiness, and stay ahead of the competition, growing this segment.
In The Region, The North American AI In Customer Experience Market Holds A Significant Revenue Share.
The North American AI in customer experience market is expected to report the largest market share in revenue in the near future. This can be attributed to the better technology infrastructure, the widespread use of AI customer services, and a strong focus on making customers more interested. The market is also growing because of big tech companies in the area and big advances in AI research and development. In addition, the Europe is anticipated to grow rapidly in the global AI customer experience market due to an increasing number of factors, such as more digitalization, a growing middle class with changing customer needs, and big investments in AI technologies. The area has a growing e-commerce industry, and helpful government programs are expanding markets of the Europe region.
Recent Developments:
- In Nov 2024, NatWest and IBM announced improvements to the bank's virtual assistant, Cora, which would utilize generative AI to offer customers a broader spectrum of information via conversational engagements. The bank will be one of the initial institutions in the UK to implement generative AI through a virtual assistant, facilitating a secure, intuitive, and accessible experience in its digital services.
AI in Customer Experience Market Report Scope
|
Report Attribute |
Specifications |
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Market Size Value In 2023 |
USD 148.9 Bn |
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Revenue Forecast In 2031 |
USD 1,532.0 Bn |
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Growth Rate CAGR |
CAGR of 34.5% from 2024 to 2031 |
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Quantitative Units |
Representation of revenue in US$ Bn and CAGR from 2024 to 2031 |
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Historic Year |
2019 to 2023 |
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Forecast Year |
2024-2031 |
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Report Coverage |
The forecast of revenue, the position of the company, the competitive market structure, growth prospects, and trends |
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Segments Covered |
By Type, Application, End-User Industry , Deployment Mode, Organization Size |
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Regional Scope |
North America; Europe; Asia Pacific; Latin America; Middle East & Africa |
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Country Scope |
U.S.; Canada; U.K.; Germany; China; India; Japan; Brazil; Mexico; France; Italy; Spain; South East Asia; South Korea |
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Competitive Landscape |
IBM Corporation, Salesforce, Microsoft Corporation, Oracle Corporation, SAP SE, Adobe Inc., Google LLC, Amazon Web Services (AWS), Genesys, Zendesk, Nuance Communications, Pegasystems Inc., Verint Systems, LivePerson Inc., Freshworks Inc., SAS Institute Inc., Avaya Inc., Acquire.io, Intercom Inc., Bold360 (LogMeIn), Ada Support Inc., Drift.com Inc., Clarabridge Inc., Aptean, Khoros, LLC |
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Customization Scope |
Free customization report with the procurement of the report and modifications to the regional and segment scope. Particular Geographic competitive landscape. |
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Pricing And Available Payment Methods |
Explore pricing alternatives that are customized to your particular study requirements. |
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