Bot Services Market

Bot Services Market by Service Type (Platform & Framework), Mode of Channel (Social Media, Website), Interaction Type, Business Function (Sales & Marketing, IT, HR), Vertical (BFSI, Retail & eCommerce) and Region - Global Forecast to 2027

Report Code: TC 5580 Jun, 2022, by marketsandmarkets.com

[335 Pages Report] The bot services market size to grow from USD 1.6 billion in 2022 to USD 6.7 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 33.2% during the forecast period. Various factors such as rise in need for 25x7 customer support at a lower operational cost coupled with minimizing of human errors leads to an increase in accuracy are expected to drive the adoption of bot services in the market.

Bot Services Market

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COVID-19 impact

The COVID-19 pandemic has had an influence on trade across the globe. It has had a moderate influence on the IT sector. In the IT industry, the hardware business is expected to be the most impacted by the pandemic. The growth of IT infrastructure has slowed due to a decrease in hardware supply and reduced manufacturing capacity. Businesses that provide solutions and services are also projected to see a temporary slowdown. However, the use of collaborative applications, analytics, security solutions, and artificial intelligence (AI) is expected to rise soon. The manufacturing, retail, and energy and utilities verticals witnessed a moderate slowdown, while the BFSI, government, and healthcare and life sciences witnessed a slight impact. The pandemic may have a considerable impact on businesses and predictions for at least 8 to 12 months. In a short period of time, the COVID-19 pandemic has had a significant impact on markets and consumer behavior, as well as on economies and communities. Consumer demand is expected to migrate to online channels. This could have an irreversible impact on customers, compelling businesses to expand their online presence.

Organizations have started looking for ways to engage their employees in personalized and adaptive ways to improve workforce productivity and satisfaction with the implementation of AI bots. Governments of various countries across the globe have started focusing on a digital channel. Banks have shifted to remote sales and service teams and launched digital outreach to customers to make flexible payment arrangements for loans and mortgages.

Market Dynamics

Driver: Integration of chatbots with social media to augment marketing strategy

Nowadays, consumers search for the information they are interested online, which is fast and easy. If a business is not able to provide a simplified experience for its customers, they might become frustrated and switch to other businesses for better service. Chatbots on social media are increasingly being viewed as a must-have rather than a nice-to-have by marketers. The crucial fact that a social media chatbot fosters informal contact with users proves its efficacy.

Choosing to automate customer care on social media platforms with a smart chatbot, may lead to various new benefits for businesses. The most significant advantage may be that a chatbot will provide the consumers with a smart assistant who can communicate with them in a manner like that of a customer support executive. Bots can also gather information about customers and which of the products they are most interested in. Thus, the integration of bots with social media platforms has led to increased use of chatbots for marketing purposes.

Restraint: The inability of bots to make dynamic decisions

One of the major drawbacks of chatbots is that they cannot make dynamic decisions. Chatbots are trained to only know what they have been taught. They do not have the know-how to differentiate between the good and the bad and are unable to comprehend the context of humans, which is a significant gap that can result in a dissatisfied customer. Although AI-powered smart bots can comprehend a broad context, they cannot accurately interpret 40 out of 100 customer interactions. Chatbots have caused a lot of damage to several brands due to their poor decision-making abilities. Microsoft's chatbot Tay sparked a lot of controversy on March 23, 2016, when it was released. The chatbot sent out obscene Tweets, causing Microsoft major embarrassment. As a result, they had to turn off the chatbot temporarily.

Opportunity: Ability to replace human agents in customer service

Conversational bots have transformed customer service. After automating customer service in 2021, firms experienced up to 70% fewer calls, chats, and emails that require human intervention. owing to its ease and convenience, most websites provide online chat alternatives. Chatbots are ideal for use as customer service representatives since they are available 24 hours a day and can quickly answer consumer difficulties. When compared to human agents, chatbots are more efficient in dealing with customers. The benefits of bots are limitless and they are increasingly being adopted across several industries. One may now place meal orders, complain about the quality of the food, and request a refund without needing to contact a human because a chatbot will handle all the questions with its AI.

Challenge: Shortage of skilled workforce for better execution of the AI-based projects

While organizations incorporate NLP or ML tools generated through AI in their business processes, they face the challenge of a lack of skilled employees, including teams that can analyze data. However, there is also a demand for skilled people who have gained knowledge of these capabilities. Recruiting and retaining technical resources have become significant focal points for many enterprises. There are not enough skilled people to develop and execute AI-based projects, which involve complex tools, such as NLP and ML. Data scientists are the most skilled analytics professionals who possess deep knowledge of computer science, mathematics, and domain expertise. Experienced data scientists demand high compensation and engaging projects, which, in most cases, is not feasible for small and medium-sized enterprises (SMEs) or even large organizations. Thus, the scarcity of skilled employees in the current scenario is expected to be a challenge for the growth of the bot services market.

The sales & marketing segment to account for the largest market size during forecast period

Based on business functions, the bot services market is segmented into sales & marketing, finance, HR, IT Helpdesk, and supply chain & logistics. The sales & marketing business function is having the largest market size during the forecast period. Bot services in the sales & marketing business function enables internal communication between the business and its customer base in a form of one-on-one communication that directly targets the audience. This adds more value to their business function than traditional forms of email, messaging, or advertising.

The BFSI vertical to account for the largest market size during the forecast period

The segmentation of the bot services market by the industrial vertical includes BFSI, retail and eCommerce, healthcare and life sciences, media and entertainment, travel and hospitality, IT and telecom, government and defense, and others. Presently, The BFSI vertical leads in the terms of adoption of bot services as compared to the other verticals. Bot services help financial institutions in connecting with customers, improving customer experience, and lowering customer churn. In the banking sector, customers increasingly rely on bots and virtual agents to seek resolutions of their queries, including bank balance, bank statement details, bill reminders, and bank locators.

North America to account for the largest market size during the forecast period

North America is expected to have the largest market share in the bot services market. Key factors favoring the growth of the bot services market in North America include the rapid innovation and advancements of AI technologies in the region. The growing number of bot service providers across the region is expected to further drive the market growth in North America.

Bot Services Market by Region

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Key Market Players

The bot service providers have implemented various types of organic and inorganic growth strategies, such as new product launches, product upgradations, partnerships and agreements, business expansions, and mergers and acquisitions to strengthen their offerings in the market. The major players in the bot services market include Microsoft (US), IBM (US), Google (US), Oracle (US), AWS (US), Meta (US), Artificial Solutions (Sweden), eGain (US), Baidu (China), Inbenta (US), Alvaria (US), SAP (Germany), CM.com (Netherlands), Creative Virtual (UK), Kore.ai (US), [24]7.ai (US), Gupshup (US), Rasa (US), Pandorabots (US), Botego (US), Chatfuel (US), Pypestream (US), Avaamo (US), Webio (Ireland), ServisBOT (US), Morph.ai (India), Cognigy (Germany), Enterprise Bot (Switzerland), Engati (US), and Haptik (US).

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Scope of the Report

Report Metrics

Details

Market size available for years

2016–2027

Base year considered

2021

Forecast period

2022–2027

Forecast units

USD (Million/Billion)

Segments covered

Service Type, Mode of Channel, Interaction Type, Business Function, Application, Deployment Mode, Organization Size, Vertical, and Region

Geographies covered

North America, Europe, Asia Pacific, Middle East & Africa, and Latin America

Companies covered

Microsoft (US), IBM (US), Google (US), Oracle (US), AWS (US), Meta (US), Artificial Solutions (Sweden), eGain (US), Baidu (China), Inbenta (US), Alvaria (US), SAP (Germany), CM.com (Netherlands), Creative Virtual (UK), Kore.ai (US), [24]7.ai (US), Gupshup (US), Rasa (US), Pandorabots (US), Botego (US), Chatfuel (US), Pypestream (US), Avaamo (US), Webio (Ireland), ServisBOT (US), Morph.ai (India), Cognigy (Germany), Enterprise Bot (Switzerland), Engati (US), and Haptik (US).

This research report categorizes the bot services market based on service type, mode of channel, interaction type, business function, application, deployment mode, organization size, vertical, and region.

By Service Type:

  • Framework
  • Platform

By Mode of Channel:

  • Website
  • Contact Centers
  • Social Media
  • Mobile Applications

By Interaction Type:

  • Text & Rich Media
  • Audio
  • Video

By Business Function:

  • Sales & Marketing
  • Human Resource (HR)
  • Finance
  • Supply Chain & Logistics
  • Information Technology (IT)

By Application:

  • Customer Engagement & Retention
  • Workforce Management
  • Agent Performance Management
  • Content Management
  • Appointment Scheduling
  • Employee Onboarding
  • Other Applications (Branding & Advertising, Lead Generation, and Risk & Compliance Management)

By Deployment Mode:

  • On-premises
  • Cloud

By Organization Size:

  • Large Enterprises
  • SMEs

By Verticals:

  • BFSI
  • Retail & eCommerce
  • Healthcare & Life Sciences
  • Media & Entertainment
  • Travel & Hospitality
  • IT & Telecom
  • Government
  • Other Verticals (Education, Real Estate, Automotive, and Utilities)

By Region:

  • North America
    • US
    • Canada
  • Europe
    • UK
    • Germany
    • France
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • Rest of Asia Pacific
  • Middle East and Africa
    • Kingdom of Saudi Arabia (KSA)
    • United Arab Emirates (UAE)
    • South Africa
    • Rest of Middle East and Africa
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America

Recent Developments:

  • In June 2022, Alvaria launched its first native product, Alvaria CX Suite. This product suite is the combination of best-of breed voice solutions, Unified IP/ Advanced List Management from Aspect and Noble Contact Center. The CX Suite is rounded out with omnichannel, self-service, compliant outreach, and fraud detection capabilities.
  • In February 2022, Meta announced its latest innovation of the Universal Speech Translator, where Meta is designing novel approaches to translating from speech in one language to another in real time so it can support languages without a standard writing system as well as those that are both written and spoken.
  • In November 2021, Baidu launched PLATO-XL, an AI model for dialogue generation that was trained on over a billion samples collected from social media chats in both English and Chinese. PLATO-XL outperforms currently available commercial chatbots on various conversational benchmarks, achieving state-of-the-art performance.

Frequently Asked Questions (FAQ):

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TABLE OF CONTENTS

1 INTRODUCTION (Page No. - 42)
    1.1 OBJECTIVES OF THE STUDY
    1.2 MARKET DEFINITION
           1.2.1 INCLUSIONS AND EXCLUSIONS
    1.3 MARKET SCOPE
           1.3.1 MARKET SEGMENTATION
           1.3.2 REGIONS COVERED
           1.3.3 YEARS CONSIDERED FOR THE STUDY
    1.4 CURRENCY CONSIDERED
           TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2019–2021
    1.5 STAKEHOLDERS
    1.6 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY (Page No. - 47)
    2.1 RESEARCH DATA
           FIGURE 1 BOT SERVICES MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                    TABLE 2 PRIMARY INTERVIEWS
                    2.1.2.1 Breakup of primary profiles
                    2.1.2.2 Key industry insights
    2.2 MARKET BREAKUP AND DATA TRIANGULATION
           FIGURE 2 DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION
           FIGURE 3 BOT SERVICES MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
           2.3.1 TOP-DOWN APPROACH
           2.3.2 BOTTOM-UP APPROACH
                    FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY-SIDE): REVENUE FROM BOT PLATFORM/ FRAMEWORK OF THE MARKET
                    FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY- APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM THE PLATFORM AND FRAMEWORK OF THE BOT SERVICES MARKET
                    FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SERVICES OF THE MARKET
                    FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF BOT SERVICES THROUGH OVERALL BOT SERVICES SPENDING
    2.4 MARKET FORECAST
           TABLE 3 FACTOR ANALYSIS
    2.5 COMPANY EVALUATION MATRIX METHODOLOGY
           FIGURE 8 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
    2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY
           FIGURE 9 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
    2.7 ASSUMPTIONS FOR THE STUDY
    2.8 LIMITATIONS OF THE STUDY
    2.9 IMPLICATIONS OF COVID-19 ON THE BOT SERVICES MARKET
           FIGURE 10 QUARTERLY IMPACT OF COVID-19 DURING 2020–2021

3 EXECUTIVE SUMMARY (Page No. - 64)
    TABLE 4 GLOBAL BOT SERVICES MARKET SIZE AND GROWTH RATE, 2016–2021 (USD MILLION, Y-O-Y %)
    TABLE 5 GLOBAL MARKET SIZE AND GROWTH RATE, 2022–2027 (USD MILLION, Y-O-Y %)
    FIGURE 11 MARKET SNAPSHOT, BY SERVICE
    FIGURE 12 MARKET SNAPSHOT, BY INTERACTION TYPE
    FIGURE 13 MARKET SNAPSHOT, BY MODE OF CHANNEL
    FIGURE 14 MARKET SNAPSHOT, BY APPLICATION
    FIGURE 15 MARKET SNAPSHOT, BY BUSINESS FUNCTION
    FIGURE 16 MARKET SNAPSHOT, BY DEPLOYMENT MODE
    FIGURE 17 MARKET SNAPSHOT, BY ORGANIZATION SIZE
    FIGURE 18 MARKET SNAPSHOT, BY VERTICAL
    FIGURE 19 MARKET SNAPSHOT, BY REGION

4 PREMIUM INSIGHTS (Page No. - 71)
    4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE BOT SERVICES MARKET
           FIGURE 20 INTEGRATION OF CHATBOTS WITH SOCIAL MEDIA PLATFORMS TO AUGMENT MARKETING STRATEGY AND INNOVATIONS IN AI AND ML TECHNOLOGIES
    4.2 MARKET: TOP 3 APPLICATIONS
           FIGURE 21 THE CONTENT MANAGEMENT SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
    4.3 MARKET: BY REGION
           FIGURE 22 NORTH AMERICA TO HOLD THE LARGEST MARKET SHARE IN 2022
    4.4 MARKET IN NORTH AMERICA, BY TOP 3 APPLICATIONS AND VERTICALS
           FIGURE 23 THE CUSTOMER ENGAGEMENT & RETENTION APPLICATION AND THE BFSI VERTICAL TO ACCOUNT FOR THE LARGEST SHARES IN THE MARKET IN 2022

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 74)
    5.1 INTRODUCTION
    5.2 MARKET DYNAMICS
           FIGURE 24 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: BOT SERVICES MARKET
           5.2.1 DRIVERS
                    5.2.1.1 Integration of chatbots with social media to augment marketing strategy
                    5.2.1.2 Innovations in AI and ML technologies for chatbots resulting in better customer experience
                    5.2.1.3 Rise in the need for 24Χ7 customer support at a lower operational cost
                    5.2.1.4 Customer service automation during and post COVID-19
                    5.2.1.5 Minimization of human error leads to increased accuracy
           5.2.2 RESTRAINTS
                    5.2.2.1 The inability of bots to make dynamic decisions
                    5.2.2.2 Lack of accuracy in voice authentication of users
           5.2.3 OPPORTUNITIES
                    5.2.3.1 Increased user engagement on social media platforms
                    5.2.3.2 Ability to replace human agents in customer service
                    5.2.3.3 Initiatives toward the development of self-learning chatbots to deliver a more human-like conversational experience
           5.2.4 CHALLENGES
                    5.2.4.1 Reluctance to use bots for various applications
                    5.2.4.2 Shortage of skilled workforce for better execution of the AI-based projects
           5.2.5 CUMULATIVE GROWTH ANALYSIS
    5.3 INDUSTRY TRENDS
           5.3.1 BOT SERVICES MARKET: EVOLUTION
                    FIGURE 25 EVOLUTION OF THE MARKET
           5.3.2 ECOSYSTEM
                    FIGURE 26 MARKET: ECOSYSTEM
           5.3.3 SUPPLY CHAIN ANALYSIS
                    FIGURE 27 SUPPLY CHAIN ANALYSIS
                    TABLE 6 MARKET: SUPPLY CHAIN
           5.3.4 MARKET: COVID-19 IMPACT
           5.3.5 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS OF THE MARKET
                    FIGURE 28 MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS
    5.4 TECHNOLOGY ANALYSIS
           5.4.1 MACHINE LEARNING AND BOT SERVICES
           5.4.2 DEEP LEARNING AND BOT SERVICES
           5.4.3 NATURAL LANGUAGE PROCESSING AND BOT SERVICES
           5.4.4 CLOUD COMPUTING AND BOT SERVICES
    5.5 CASE STUDY ANALYSIS
           5.5.1 BFSI
                    5.5.1.1 Case study: Bradesco and IBM worked together to develop a team that taught Watson about the bank’s products and services to have better interaction with clients
                    5.5.1.2 Case study: Elevating Customer Support for the World’s Leading Insurance Company using AI
                    5.5.1.3 Case study: Enabling Citibank to provide seamless customer experience
           5.5.2 HEALTHCARE AND LIFE SCIENCES
                    5.5.2.1 Case study: Simplifying prescription refills through a contextual AI assistant
                    5.5.2.2 Case study: Tia selected RASA’s NLU to incorporate HIPAA compliance and improve efficiency
           5.5.3 IT AND TELECOM
                    5.5.3.1 Case study: Transforming Vodafone’s customer care strategy with a digital assistant built on Azure Cognitive Services
                    5.5.3.2 Case study: Elisa Estonia deployed MindTitan’s chatbot to analyze incoming chats and improve customer experience
                    5.5.3.3 Case study: Indian Information Systems Company processes huge number of records a day
           5.5.4 RETAIL AND ECOMMERCE
                    5.5.4.1 Case study: Leading UK integrated digital retailer and financial services provider fully embraced conversational customer engagement
                    5.5.4.2 Case study: Enabling retailers to deliver personalized conversational experiences across a range of customer touchpoints
           5.5.5 GOVERNMENT
                    5.5.5.1 Case study: Built the World's Largest WhatsApp Chatbot for The Government of India’s official COVID-19 helpline
           5.5.6 MEDIA AND ENTERTAINMENT
                    5.5.6.1 Case study: Dream 11 implemented Haptik’s support bot to enhance customer support during seasonal spike
                    5.5.6.2 Case study: Pandorabots provides SuperFish with a standardized solution for English language learning in rural areas of China
           5.5.7 PATENT ANALYSIS
                    5.5.7.1 Methodology
                    5.5.7.2 Document Type
                               TABLE 7 PATENTS FILED, 2018-2021
                    5.5.7.3 INNOVATION AND PATENT APPLICATIONS
                               FIGURE 29 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2019–2022
                    5.5.7.4 Top applicants
                               FIGURE 30 TOP 10 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2019–2022
           5.5.8 PORTER’S FIVE FORCES ANALYSIS
                    TABLE 8 IMPACT OF EACH FORCE ON THE BOT SERVICES MARKET
                    FIGURE 31 PORTER’S FIVE FORCES ANALYSIS
                    5.5.8.1 Threat of new entrants
                    5.5.8.2 Threat of substitutes
                    5.5.8.3 Bargaining power of suppliers
                    5.5.8.4 Bargaining power of buyers
                    5.5.8.5 Intensity of competitive rivalry
    5.6 REGULATORY IMPLICATIONS
           5.6.1 GENERAL DATA PROTECTION REGULATIONS
           5.6.2 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT
           5.6.3 PAYMENT CARD INDUSTRY DATA SECURITY STANDARDS
           5.6.4 SARBANES-OXLEY ACT OF 2002
           5.6.5 SOC 2 TYPE II COMPLIANCE
           5.6.6 ISO/IEC 27001
           5.6.7 THE GRAMM–LEACH–BLILEY ACT
    5.7 KEY CONFERENCES & EVENTS IN 2022–2023
           TABLE 9 BOT SERVICES MARKET: DETAILED LIST OF CONFERENCES & EVENTS
    5.8 TARIFF AND REGULATORY LANDSCAPE
           5.8.1 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 10 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 11 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 12 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 13 MIDDLE EAST AND AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    TABLE 14 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
    5.9 PRICING ANALYSIS
           TABLE 15 AVERAGE SELLING PRICE RANGES OF SUBSCRIPTION-BASED BOT SERVICES
    5.10 KEY STAKEHOLDERS & BUYING CRITERIA
           5.10.1 KEY STAKEHOLDERS IN BUYING PROCESS
                    FIGURE 32 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS FOR TOP THREE APPLICATIONS
                    TABLE 16 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS FOR TOP THREE APPLICATIONS (%)
           5.10.2 BUYING CRITERIA
                    FIGURE 33 KEY BUYING CRITERIA FOR TOP THREE APPLICATION
                    TABLE 17 KEY BUYING CRITERIA FOR TOP THREE APPLICATIONS

6 BOT SERVICES MARKET, BY SERVICE TYPE (Page No. - 105)
    6.1 INTRODUCTION
           6.1.1 SERVICE TYPE: MARKET DRIVERS
           6.1.2 SERVICE TYPE: COVID-19 IMPACT
           FIGURE 34 PLATFORM EXPECTED TO BE THE LARGER MARKET SEGMENT DURING THE FORECAST PERIOD
           TABLE 18 MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
           TABLE 19 MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
    6.2 FRAMEWORK
           6.2.1 BOT FRAMEWORKS PROVIDE HIGHLY INTEGRATED TOOLS THAT HELP BOT DEVELOPERS TACKLE PROBLEMS
                    6.2.1.1 Bot Analytics
                    6.2.1.2 Natural Language Processing (NLP)
                    6.2.1.3 Machine Learning (ML)
                    6.2.1.4 Artificial Neural Network (ANN)
                               TABLE 20 FRAMEWORK: BOT SERVICES MARKET BY REGION, 2016–2021 (USD MILLION)
                               TABLE 21 FRAMEWORK: MARKET BY REGION, 2022–2027 (USD MILLION)
    6.3 PLATFORM
           6.3.1 BOT PLATFORM OFFERS USERS A TOOLKIT TO CREATE AN INTERACTIVE BOT THAT CAN HANDLE COMPLEX QUERIES IN REAL TIME
                    TABLE 22 PLATFORM: MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 23 PLATFORM: MARKET BY REGION, 2022–2027 (USD MILLION)

7 BOT SERVICES MARKET, BY MODE OF CHANNEL (Page No. - 111)
    7.1 INTRODUCTION
           7.1.1 MODE OF CHANNEL: MARKET DRIVERS
           7.1.2 MODE OF CHANNEL: COVID-19 IMPACT
                    FIGURE 35 THE SOCIAL MEDIA SEGMENT TO GROW AT THE HIGHEST GROWTH RATE IN 2022
                    TABLE 24 MARKET, BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
                    TABLE 25 MARKET, BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
    7.2 WEBSITES
           7.2.1 BOT SERVICES DEPLOYED OVER WEBSITES CAN BE USEFUL FOR SALES AND MARKETING SUPPORT
                    TABLE 26 WEBSITES: MARKET, BY REGION, 2016–2021 (USD MILLION)
                    TABLE 27 WEBSITES: MARKET, BY REGION, 2022–2027 (USD MILLION)
    7.3 CONTACT CENTERS
           7.3.1 BOTS HELP BUSINESSES IMPROVE CUSTOMER EXPERIENCE AND ENABLE BUSINESSES RESTRUCTURE THEIR ENTIRE OPERATIONS AT REDUCED INFRASTRUCTURE COST
                    TABLE 28 CONTACT CENTERS: MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 29 CONTACT CENTERS: MARKET, BY REGION, 2022–2027 (USD MILLION)
    7.4 SOCIAL MEDIA
           7.4.1 BOTS IMPLEMENTED ON SOCIAL MEDIA PLATFORMS HELP ORGANIZATIONS DELIVER PERSONALIZED EXPERIENCES
                    TABLE 30 SOCIAL MEDIA: BOT SERVICES MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 31 SOCIAL MEDIA: MARKET BY REGION, 2022–2027 (USD MILLION)
    7.5 MOBILE APPLICATIONS
           7.5.1 BOTS ACROSS MOBILE APPLICATIONS IMPROVE USER EXPERIENCE AND REDUCE THE TIME NEEDED TO FIND THE RIGHT CONTENT
                    TABLE 32 MOBILE APPLICATIONS: MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 33 MOBILE APPLICATIONS: MARKET BY REGION, 2022–2027 (USD MILLION)

8 BOT SERVICES MARKET, BY INTERACTION TYPE (Page No. - 118)
    8.1 INTRODUCTION
           8.1.1 INTERACTION TYPE: MARKET DRIVERS
           8.1.2 INTERACTION TYPE: COVID-19 IMPACT
                    FIGURE 36 TEXT & RICH MEDIA SEGMENT TO LEAD THE MARKET IN 2022
                    TABLE 34 MARKET BY INTERACTION TYPE, 2016–2021 (USD MILLION)
                    TABLE 35 MARKET BY INTERACTION TYPE, 2022–2027 (USD MILLION)
    8.2 TEXT & RICH MEDIA
           8.2.1 TEXT & RICH MEDIA INTERACTION TYPE INCREASES RESPONSE RATE AND THEREBY IMPROVES CUSTOMER ENGAGEMENT ACROSS DIFFERENT CHANNELS
                    TABLE 36 TEXT & RICH MEDIA: MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 37 TEXT & RICH MEDIA: MARKET BY REGION, 2022–2027 (USD MILLION)
    8.3 AUDIO
           8.3.1 BY USING THE AUDIO INTERFACE MODE, CUSTOMERS CAN WITNESS THE INTERACTIVE QUALITY OF BOTS
                    TABLE 38 AUDIO: BOT SERVICES MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 39 AUDIO: MARKET BY REGION, 2022–2027 (USD MILLION)
    8.4 VIDEO
           8.4.1 VIDEO BOTS HELP COMPANIES ELEVATE CUSTOMER SERVICE AND PROVIDE A PERSONALIZED USER EXPERIENCE
                    TABLE 40 VIDEO: MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 41 VIDEO: MARKET BY REGION, 2022–2027 (USD MILLION)

9 BOT SERVICES MARKET, BY BUSINESS FUNCTION (Page No. - 124)
    9.1 INTRODUCTION
           9.1.1 BUSINESS FUNCTION: MARKET DRIVERS
           9.1.2 BUSINESS FUNCTION: COVID-19 IMPACT
                    FIGURE 37 THE HUMAN RESOURCE SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
                    TABLE 42 MARKET BY BUSINESS FUNCTION, 2016–2021 (USD MILLION)
                    TABLE 43 MARKET BY BUSINESS FUNCTION, 2022–2027 (USD MILLION)
    9.2 SALES & MARKETING
           9.2.1 GROWING NEED TO EFFECTIVELY RECOGNIZE CUSTOMER PURCHASING PATTERNS TO BOOST THE DEMAND FOR BOT SERVICES ACROSS SALES & MARKETING BUSINESS FUNCTION
                    TABLE 44 SALES & MARKETING: MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 45 SALES & MARKETING: MARKET BY REGION, 2022–2027 (USD MILLION)
    9.3 HUMAN RESOURCE
           9.3.1 BOT SERVICES ENABLE ORGANIZATIONS TO AUTOMATE EMPLOYEE ENGAGEMENT AND MANAGE COMPLEX ONBOARDING PROCESSES IN REAL TIME
                    TABLE 46 HUMAN RESOURCE: BOT SERVICES MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 47 HUMAN RESOURCE: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.4 FINANCE
           9.4.1 BOT SERVICES SUPPORT FINANCE TEAMS TRACK OUTSTANDING INVOICES AND AUTOMATE THE FOLLOW-UP PROCESS TO ENSURE THAT INVOICES ARE PAID AND CLOSED ON TIME
                    TABLE 48 FINANCE: MARKET, BY REGION, 2016–2021 (USD MILLION)
                    TABLE 49 FINANCE: MARKET, BY REGION, 2022–2027 (USD MILLION)
    9.5 SUPPLY CHAIN & LOGISTICS
           9.5.1 ORGANIZATIONS DEPLOY BOTS TO ENHANCE THEIR SUPPLY CHAIN & LOGISTICS OPERATIONS TO DELIVER IMPROVED CUSTOMER EXPERIENCE AND OVERALL PRODUCTIVITY
                    TABLE 50 SUPPLY CHAIN & LOGISTICS: MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 51 SUPPLY CHAIN & LOGISTICS: MARKET BY REGION, 2022–2027 (USD MILLION)
    9.6 INFORMATION TECHNOLOGY
           9.6.1 COMPANIES DEPLOY BOTS TO STREAMLINE COMPLEX IT PROCESSES AND RESOLVE CUSTOMER QUERIES AT A FASTER RATE IN REAL TIME
                    TABLE 52 INFORMATION TECHNOLOGY: MARKET BY REGION, 2016–2021 (USD MILLION)
                    TABLE 53 INFORMATION TECHNOLOGY: MARKET BY REGION, 2022–2027 (USD MILLION)

10 BOT SERVICES MARKET, BY APPLICATION (Page No. - 133)
     10.1 INTRODUCTION
             10.1.1 APPLICATIONS: MARKET DRIVERS
             10.1.2 APPLICATIONS: COVID-19 IMPACT
                       FIGURE 38 THE CONTENT MANAGEMENT SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
                       TABLE 54 MARKET BY APPLICATION, 2016–2021 (USD MILLION)
                       TABLE 55 MARKET BY APPLICATION, 2022–2027 (USD MILLION)
     10.2 CUSTOMER ENGAGEMENT & RETENTION
             10.2.1 INCORPORATING CHATBOTS INTO THE CUSTOMER SERVICE PROCESS CAN REDUCE CUSTOMER SERVICE COSTS
                       TABLE 56 CUSTOMER ENGAGEMENT & RETENTION: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 57 CUSTOMER ENGAGEMENT & RETENTION: MARKET BY REGION, 2022–2027 (USD MILLION)
     10.3 WORKFORCE MANAGEMENT
             10.3.1 A CHATBOT'S TRUE VALUE COMES FROM ITS ABILITY TO AUTOMATE REPETITIVE PROCESSES
                       TABLE 58 WORKFORCE MANAGEMENT: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 59 WORKFORCE MANAGEMENT: MARKET BY REGION, 2022–2027 (USD MILLION)
     10.4 AGENT PERFORMANCE MANAGEMENT
             10.4.1 WITH THE HELP OF BOT SERVICES, FIRMS CAN TRACK AGENT PERFORMANCE AND PROVIDE RELEVANT ANSWERS TO CUSTOMERS
                       TABLE 60 AGENT PERFORMANCE MANAGEMENT: BOT SERVICES MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 61 AGENT PERFORMANCE MANAGEMENT: MARKET BY REGION, 2022–2027 (USD MILLION)
     10.5 CONTENT MANAGEMENT
             10.5.1 CHATBOTS CAN BE PROGRAMMED TO OFFER NEWS SUMMARIES AND SHARE SPECIFIC CONTENT ACROSS VARIOUS CHANNELS
                       TABLE 62 CONTENT MANAGEMENT: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 63 CONTENT MANAGEMENT: MARKET BY REGION, 2022–2027 (USD MILLION)
     10.6 APPOINTMENT SCHEDULING
             10.6.1 CHATBOTS CAN BE PROGRAMMED TO CONFIRM MEETINGS VIA PHONE OR VIDEO AT A PREFERRED PLACE
                       TABLE 64 APPOINTMENT SCHEDULING: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 65 APPOINTMENT SCHEDULING: MARKET BY REGION, 2022–2027 (USD MILLION)
     10.7 EMPLOYEE ONBOARDING
             10.7.1 WITH THE HELP OF BOT SERVICES, ORGANIZATIONS CAN AUTOMATE TASKS SUCH AS ENGAGING EMPLOYEES, CONDUCTING SURVEYS, AND TAKING FEEDBACK
                       TABLE 66 EMPLOYEE ONBOARDING: BOT SERVICES MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 67 EMPLOYEE ONBOARDING: MARKET BY REGION, 2022–2027 (USD MILLION)
     10.8 OTHER APPLICATIONS
               TABLE 68 OTHER APPLICATIONS: MARKET BY REGION, 2016–2021 (USD MILLION)
               TABLE 69 OTHER APPLICATIONS: MARKET BY REGION, 2022–2027 (USD MILLION)

11 BOT SERVICES MARKET, BY DEPLOYMENT MODE (Page No. - 146)
     11.1 INTRODUCTION
             11.1.1 DEPLOYMENT MODES: MARKET DRIVERS
             11.1.2 DEPLOYMENT MODES: COVID-19 IMPACT
                       FIGURE 39 THE CLOUD SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
                       TABLE 70 MARKET BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 71 MARKET BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
     11.2 ON-PREMISES
             11.2.1 DATA-SENSITIVE ORGANIZATIONS TO ADOPT THE ON-PREMISES DEPLOYMENT MODE TO DEPLOY BOT SERVICES
                       TABLE 72 ON-PREMISES MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 73 ON-PREMISES: MARKET BY REGION, 2022–2027 (USD MILLION)
     11.3 CLOUD
             11.3.1 BENEFITS SUCH AS SCALABILITY AND EASE OF IMPLEMENTATION TO BOOST THE GROWTH OF THE CLOUD DEPLOYMENT MODE
                       TABLE 74 CLOUD: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 75 CLOUD: MARKET BY REGION, 2022–2027 (USD MILLION)

12 BOT SERVICES MARKET, BY ORGANIZATION SIZE (Page No. - 151)
     12.1 INTRODUCTION
             12.1.1 ORGANIZATION SIZE: MARKET DRIVERS
             12.1.2 ORGANIZATION SIZE: COVID-19 IMPACT
                       FIGURE 40 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO WITNESS A HIGHER GROWTH RATE DURING THE FORECAST PERIOD
                       TABLE 76 MARKET BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 77 MARKET BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
     12.2 LARGE ENTERPRISES
             12.2.1 THE ADOPTION OF BOT SERVICES IS ON THE RISE AMONG LARGE ENTERPRISES TO OPTIMIZE COMPLEX HR PROCESSES
                       TABLE 78 LARGE ENTERPRISES: BOT SERVICES MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 79 LARGE ENTERPRISES: MARKET BY REGION, 2022–2027 (USD MILLION)
     12.3 SMALL AND MEDIUM-SIZED ENTERPRISES
             12.3.1 ADOPTION OF NEW TECHNOLOGIES TO FIX ISSUES AND ENHANCE BUSINESS PROCESSES TO BOOST THE DEMAND FOR BOT SERVICES AMONG SMES
                       TABLE 80 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 81 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET BY REGION, 2022–2027 (USD MILLION)

13 BOT SERVICES MARKET, BY VERTICAL (Page No. - 156)
     13.1 INTRODUCTION
             13.1.1 VERTICALS: MARKET DRIVERS
             13.1.2 VERTICALS: COVID-19 IMPACT
                       FIGURE 41 THE HEALTHCARE & LIFE SCIENCES SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
                       TABLE 82 MARKET, BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 83 MARKET, BY VERTICAL, 2022–2027 (USD MILLION)
     13.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
             13.2.1 CHATBOTS HELP BANKS ENHANCE CUSTOMER SATISFACTION THROUGH THEIR PROMPT REPLIES TO CUSTOMER QUERIES
                       TABLE 84 BFSI: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 85 BFSI: MARKET BY REGION, 2022–2027 (USD MILLION)
     13.3 RETAIL & ECOMMERCE
             13.3.1 INCREASING DEPLOYMENT OF BOT SERVICES BY RETAIL & ECOMMERCE FIRMS TO LEAD TO GREATER CUSTOMER ENGAGEMENT AND LOYALTY
                       TABLE 86 RETAIL & ECOMMERCE: BOT SERVICES MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 87 RETAIL AND ECOMMERCE: MARKET BY REGION, 2022–2027 (USD MILLION)
     13.4 HEALTHCARE & LIFE SCIENCES
             13.4.1 BOT SERVICES CAN ENHANCE PATIENT EXPERIENCE AND BUILD PATIENT LOYALTY WHILE IMPROVING ORGANIZATIONAL EFFICIENCY
                       TABLE 88 HEALTHCARE & LIFE SCIENCES: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 89 HEALTHCARE & LIFE SCIENCES: MARKET BY REGION, 2022–2027 (USD MILLION)
     13.5 MEDIA & ENTERTAINMENT
             13.5.1 MEDIA AND ENTERTAINMENT COMPANIES ARE OPTIMIZING CUSTOMER EXPERIENCE BY DEPLOYING BOT SERVICES ACROSS DIFFERENT CHANNELS
                       TABLE 90 MEDIA & ENTERTAINMENT: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 91 MEDIA & ENTERTAINMENT: MARKET BY REGION, 2022–2027 (USD MILLION)
     13.6 TRAVEL & HOSPITALITY
             13.6.1 THE RISING NEED TO AUTOMATE BOOKING PROCESSES AND SCHEDULE MANAGEMENT TO DRIVE THE GROWTH OF BOT SERVICES ACROSS THE TRAVEL & HOSPITALITY INDUSTRY
                       TABLE 92 TRAVEL & HOSPITALITY: BOT SERVICES MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 93 TRAVEL & HOSPITALITY: MARKET BY REGION, 2022–2027 (USD MILLION)
     13.7 IT & TELECOM
             13.7.1 THE GROWING DEMAND FOR EFFECTIVE CONTACT CENTERS AND OPERATIONAL COST REDUCTION TO GIVE A BOOST TO THE ADOPTION OF BOT SERVICES ACROSS IT & TELECOM VERTICAL
                       TABLE 94 IT & TELECOM: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 95 IT & TELECOM: MARKET BY REGION, 2022–2027 (USD MILLION)
     13.8 GOVERNMENT
             13.8.1 BOT SERVICES HELP GOVERNMENT AGENCIES ENGAGE WITH THEIR CITIZENS EFFICIENTLY THROUGH VARIOUS CHANNELS
                       TABLE 96 GOVERNMENT: MARKET BY REGION, 2016–2021 (USD MILLION)
                       TABLE 97 GOVERNMENT: MARKET BY REGION, 2022–2027 (USD MILLION)
     13.9 OTHER VERTICALS
               TABLE 98 OTHER VERTICALS: MARKET BY REGION, 2016–2021 (USD MILLION)
               TABLE 99 OTHER VERTICALS: MARKET BY REGION, 2022–2027 (USD MILLION)

14 BOT SERVICES MARKET, BY REGION (Page No. - 170)
     14.1 INTRODUCTION
             14.1.1 REGION: COVID-19 IMPACT
                       FIGURE 42 INDIA TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD
                       FIGURE 43 ASIA PACIFIC TO ACCOUNT FOR THE HIGHEST CAGR THE DURING FORECAST PERIOD
                       TABLE 100 MARKET, BY REGION, 2016–2021 (USD MILLION)
                       TABLE 101 MARKET, BY REGION, 2022–2027 (USD MILLION)
     14.2 NORTH AMERICA
             14.2.1 NORTH AMERICA: MARKET DRIVERS
                       FIGURE 44 NORTH AMERICA: MARKET SNAPSHOT
                       TABLE 102 NORTH AMERICA: BOT SERVICES MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                       TABLE 103 NORTH AMERICA: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
                       TABLE 104 NORTH AMERICA: MARKET BY INTERACTION TYPE, 2016–2021 (USD MILLION)
                       TABLE 105 NORTH AMERICA: MARKET BY INTERACTION TYPE, 2022–2027 (USD MILLION)
                       TABLE 106 NORTH AMERICA: MARKET BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
                       TABLE 107 NORTH AMERICA: MARKET BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
                       TABLE 108 NORTH AMERICA: MARKET BY BUSINESS FUNCTION, 2016–2021 (USD MILLION)
                       TABLE 109 NORTH AMERICA: MARKET BY BUSINESS FUNCTION, 2022–2027 (USD MILLION)
                       TABLE 110 NORTH AMERICA: MARKET BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 111 NORTH AMERICA: MARKET BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 112 NORTH AMERICA: BOT SERVICES MARKET BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 113 NORTH AMERICA: MARKET BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       TABLE 114 NORTH AMERICA: MARKET BY APPLICATION, 2016–2021 (USD MILLION)
                       TABLE 115 NORTH AMERICA: MARKET BY APPLICATION, 2022–2027 (USD MILLION)
                       TABLE 116 NORTH AMERICA: MARKET BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 117 NORTH AMERICA: MARKET BY VERTICAL, 2022–2027 (USD MILLION)
                       TABLE 118 NORTH AMERICA: MARKET BY COUNTRY, 2016–2021 (USD MILLION)
                       TABLE 119 NORTH AMERICA: MARKET BY COUNTRY, 2022–2027 (USD MILLION)
             14.2.2 UNITED STATES
                       14.2.2.1 Increased implementation of AI and ML-based solutions for enhanced customer service to drive the market in the US
                                   TABLE 120 UNITED STATES: BOT SERVICES MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 121 UNITED STATES: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.2.3 CANADA
                       14.2.3.1 The realization by companies to enhance customer experience and handle complex business processes to drive the growth of bot services in Canada
                                   TABLE 122 CANADA: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 123 CANADA: MARKET, BY SERVICE TYPE, 2022–2027 (USD MILLION)
     14.3 EUROPE
             14.3.1 EUROPE: BOT SERVICES MARKET DRIVERS
                       TABLE 124 EUROPE: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                       TABLE 125 EUROPE: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
                       TABLE 126 EUROPE: MARKET BY INTERACTION TYPE, 2016–2021 (USD MILLION)
                       TABLE 127 EUROPE: MARKET BY INTERACTION TYPE, 2022–2027 (USD MILLION)
                       TABLE 128 EUROPE: MARKET BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
                       TABLE 129 EUROPE: MARKET BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
                       TABLE 130 EUROPE: MARKET BY BUSINESS FUNCTION, 2016–2021 (USD MILLION)
                       TABLE 131 EUROPE: MARKET BY BUSINESS FUNCTION, 2022–2027 (USD MILLION)
                       TABLE 132 EUROPE: MARKET BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 133 EUROPE: BOT SERVICES MARKET BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 134 EUROPE: MARKET BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 135 EUROPE: MARKET BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       TABLE 136 EUROPE: MARKET BY APPLICATION, 2016–2021 (USD MILLION)
                       TABLE 137 EUROPE: MARKET BY APPLICATION, 2022–2027 (USD MILLION)
                       TABLE 138 EUROPE: MARKET BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 139 EUROPE: MARKET BY VERTICAL, 2022–2027 (USD MILLION)
                       TABLE 140 EUROPE: MARKET BY COUNTRY, 2016–2021 (USD MILLION)
                       TABLE 141 EUROPE: MARKET BY COUNTRY, 2022–2027 (USD MILLION)
             14.3.2 UNITED KINGDOM
                       14.3.2.1 The heavy inflow of capital from various investors to fuel the adoption of bot services in the UK
                                   TABLE 142 UK: BOT SERVICES MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 143 UK: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.3.3 GERMANY
                       14.3.3.1 Rise in government support and a highly skilled labor force to drive the growth of bot services in Germany
                                   TABLE 144 GERMANY: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 145 GERMANY: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.3.4 FRANCE
                       14.3.4.1 Rise in acceptance of digital transformation across large and midsized organizations to drive the growth of the market in France
                                   TABLE 146 FRANCE: BOT SERVICES MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 147 FRANCE: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.3.5 REST OF EUROPE
                       TABLE 148 REST OF EUROPE: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                       TABLE 149 REST OF EUROPE: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
     14.4 ASIA PACIFIC
             14.4.1 ASIA PACIFIC: MARKET DRIVERS
                       FIGURE 45 ASIA PACIFIC: MARKET SNAPSHOT
                       TABLE 150 ASIA PACIFIC: BOT SERVICES MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                       TABLE 151 ASIA PACIFIC: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
                       TABLE 152 ASIA PACIFIC: MARKET BY INTERACTION TYPE, 2016–2021 (USD MILLION)
                       TABLE 153 ASIA PACIFIC: MARKET BY INTERACTION TYPE, 2022–2027 (USD MILLION)
                       TABLE 154 ASIA PACIFIC: MARKET BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
                       TABLE 155 ASIA PACIFIC: MARKET BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
                       TABLE 156 ASIA PACIFIC: MARKET BY BUSINESS FUNCTION, 2016–2021 (USD MILLION)
                       TABLE 157 ASIA PACIFIC: MARKET BY BUSINESS FUNCTION, 2022–2027 (USD MILLION)
                       TABLE 158 ASIA PACIFIC: MARKET BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 159 ASIA PACIFIC: BOT SERVICES MARKET BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 160 ASIA PACIFIC: MARKET BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 161 ASIA PACIFIC: MARKET BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       TABLE 162 ASIA PACIFIC: MARKET, BY APPLICATION, 2016–2021 (USD MILLION)
                       TABLE 163 ASIA PACIFIC: MARKET, BY APPLICATION, 2022–2027 (USD MILLION)
                       TABLE 164 ASIA PACIFIC: MARKET BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 165 ASIA PACIFIC: MARKET BY VERTICAL, 2022–2027 (USD MILLION)
                       TABLE 166 ASIA PACIFIC: MARKET BY COUNTRY, 2016–2021 (USD MILLION)
                       TABLE 167 ASIA PACIFIC: MARKET BY COUNTRY, 2022–2027 (USD MILLION)
             14.4.2 CHINA
                       14.4.2.1 Increased investments in AI technologies to drive the adoption of bot services in China
                                   TABLE 168 CHINA: BOT SERVICES MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 169 CHINA: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.4.3 JAPAN
                       14.4.3.1 Adoption of advanced technologies and the need to prevent data breaches in organizations drive the adoption of bot services in Japan
                                   TABLE 170 JAPAN: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 171 JAPAN: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.4.4 INDIA
                       14.4.4.1 Rise in investments in startups and the use of AI technologies in various verticals to trigger bot services adoption in India
                                   TABLE 172 INDIA: BOT SERVICES MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 173 INDIA: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.4.5 REST OF ASIA PACIFIC
                       TABLE 174 REST OF ASIA PACIFIC: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                       TABLE 175 REST OF ASIA PACIFIC: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
     14.5 MIDDLE EAST AND AFRICA
             14.5.1 MIDDLE EAST AND AFRICA: MARKET DRIVERS
                       TABLE 176 MIDDLE EAST AND AFRICA: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                       TABLE 177 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
                       TABLE 178 MIDDLE EAST AND AFRICA: MARKET BY INTERACTION TYPE, 2016–2021 (USD MILLION)
                       TABLE 179 MIDDLE EAST AND AFRICA: MARKET BY INTERACTION TYPE, 2022–2027 (USD MILLION)
                       TABLE 180 MIDDLE EAST AND AFRICA: MARKET BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
                       TABLE 181 MIDDLE EAST AND AFRICA: MARKET, BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
                       TABLE 182 MIDDLE EAST AND AFRICA: MARKET BY BUSINESS FUNCTION, 2016–2021 (USD MILLION)
                       TABLE 183 MIDDLE EAST AND AFRICA: MARKET BY BUSINESS FUNCTION, 2022–2027 (USD MILLION)
                       TABLE 184 MIDDLE EAST AND AFRICA: MARKET BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 185 MIDDLE EAST AND AFRICA: MARKET BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 186 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 187 MIDDLE EAST AND AFRICA: MARKET BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       TABLE 188 MIDDLE EAST AND AFRICA: MARKET BY APPLICATION, 2016–2021 (USD MILLION)
                       TABLE 189 MIDDLE EAST AND AFRICA: MARKET BY APPLICATION, 2022–2027 (USD MILLION)
                       TABLE 190 MIDDLE EAST AND AFRICA: MARKET BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 191 MIDDLE EAST AND AFRICA: MARKET BY VERTICAL, 2022–2027 (USD MILLION)
                       TABLE 192 MIDDLE EAST AND AFRICA: MARKET BY COUNTRY, 2016–2021 (USD MILLION)
                       TABLE 193 MIDDLE EAST AND AFRICA: MARKET BY COUNTRY, 2022–2027 (USD MILLION)
             14.5.2 KINGDOM OF SAUDI ARABIA
                       14.5.2.1 The utilities and government sectors offer huge growth opportunities for the bot services market
                                   TABLE 194 KSA: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 195 KSA: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.5.3 UNITED ARAB EMIRATES
                       14.5.3.1 The need to resolve customer queries in real time and enhance productivity to drive the demand for bot services
                                   TABLE 196 UAE: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 197 UAE: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.5.4 SOUTH AFRICA
                       14.5.4.1 The rise in need to enhance customer experience to drive the demand for bot services
                                   TABLE 198 SOUTH AFRICA: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 199 SOUTH AFRICA: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.5.5 REST OF THE MIDDLE EAST AND AFRICA
                       TABLE 200 REST OF MIDDLE EAST AND AFRICA: BOT SERVICES MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                       TABLE 201 REST OF MIDDLE EAST AND AFRICA: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
     14.6 LATIN AMERICA
             14.6.1 LATIN AMERICA: BOT SERVICES MARKET DRIVERS
                       TABLE 202 LATIN AMERICA: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                       TABLE 203 LATIN AMERICA: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
                       TABLE 204 LATIN AMERICA: MARKET BY INTERACTION TYPE, 2016–2021 (USD MILLION)
                       TABLE 205 LATIN AMERICA: MARKET BY INTERACTION TYPE, 2022–2027 (USD MILLION)
                       TABLE 206 LATIN AMERICA: MARKET BY MODE OF CHANNEL, 2016–2021 (USD MILLION)
                       TABLE 207 LATIN AMERICA: MARKET BY MODE OF CHANNEL, 2022–2027 (USD MILLION)
                       TABLE 208 LATIN AMERICA: MARKET BY BUSINESS FUNCTION, 2016–2021 (USD MILLION)
                       TABLE 209 LATIN AMERICA: MARKET BY BUSINESS FUNCTION, 2022–2027 (USD MILLION)
                       TABLE 210 LATIN AMERICA: MARKET BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)
                       TABLE 211 LATIN AMERICA: BOT SERVICES MARKET BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)
                       TABLE 212 LATIN AMERICA: MARKET BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)
                       TABLE 213 LATIN AMERICA: MARKET BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)
                       TABLE 214 LATIN AMERICA: MARKET BY APPLICATION, 2016–2021 (USD MILLION)
                       TABLE 215 LATIN AMERICA: MARKET BY APPLICATION, 2022–2027 (USD MILLION)
                       TABLE 216 LATIN AMERICA: MARKET BY VERTICAL, 2016–2021 (USD MILLION)
                       TABLE 217 LATIN AMERICA: MARKET BY VERTICAL, 2022–2027 (USD MILLION)
                       TABLE 218 LATIN AMERICA: MARKET BY COUNTRY, 2016–2021 (USD MILLION)
                       TABLE 219 LATIN AMERICA: MARKET BY COUNTRY, 2022–2027 (USD MILLION)
             14.6.2 BRAZIL
                       14.6.2.1 Brazilian startups are investing in emerging technologies such as bot services and process automation
                                   TABLE 220 BRAZIL: BOT SERVICES MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 221 BRAZIL: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.6.3 MEXICO
                       14.6.3.1 Mexico became the first Latin American country and one of the first 10 countries in the world to introduce an official AI strategy, setting an example for the rest of the countries
                                   TABLE 222 MEXICO: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                                   TABLE 223 MEXICO: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)
             14.6.4 REST OF LATIN AMERICA
                       TABLE 224 REST OF LATIN AMERICA: MARKET BY SERVICE TYPE, 2016–2021 (USD MILLION)
                       TABLE 225 REST OF LATIN AMERICA: MARKET BY SERVICE TYPE, 2022–2027 (USD MILLION)

15 COMPETITIVE LANDSCAPE (Page No. - 222)
     15.1 OVERVIEW
     15.2 KEY PLAYER STRATEGIES
               TABLE 226 OVERVIEW OF STRATEGIES ADOPTED BY KEY BOT SERVICES VENDORS
     15.3 REVENUE ANALYSIS
             15.3.1 HISTORICAL REVENUE ANALYSIS
                       FIGURE 46 HISTORICAL REVENUE ANALYSIS OF TOP FIVE LEADING PLAYERS, 2017–2021 (USD MILLION)
     15.4 MARKET SHARE ANALYSIS
               FIGURE 47 MARKET SHARE ANALYSIS FOR KEY COMPANIES
               TABLE 227 BOT SERVICES MARKET: DEGREE OF COMPETITION
     15.5 MARKET EVALUATION FRAMEWORK
               FIGURE 48 MARKET EVALUATION FRAMEWORK: EXPANSIONS AND CONSOLIDATIONS IN THE MARKET BETWEEN 2019-2022
     15.6 COMPANY EVALUATION QUADRANT
             15.6.1 STAR
             15.6.2 EMERGING LEADER
             15.6.3 PERVASIVE
             15.6.4 PARTICIPANT
                       FIGURE 49 MARKET: COMPANY EVALUATION QUADRANT, 2022
     15.7 COMPETITIVE BENCHMARKING
             15.7.1 COMPANY PRODUCT FOOTPRINT
                       FIGURE 50 PRODUCT PORTFOLIO ANALYSIS OF TOP PLAYERS IN THE MARKET
                       FIGURE 51 BUSINESS STRATEGY EXCELLENCE OF TOP PLAYERS IN THE BOT SERVICES MARKET
                       TABLE 228 COMPANY OFFERING FOOTPRINT
                       TABLE 229 COMPANY REGION FOOTPRINT
                       TABLE 230 BOT SERVICES: COMPETITIVE BENCHMARKING OF KEY PLAYERS
     15.8 STARTUP/SME EVALUATION QUADRANT
             15.8.1 PROGRESSIVE COMPANIES
             15.8.2 RESPONSIVE COMPANIES
             15.8.3 DYNAMIC COMPANIES
             15.8.4 STARTING BLOCKS
                       FIGURE 52 BOT SERVICES MARKET, STARTUPS/SMES EVALUATION QUADRANT
     15.9 STARTUPS/SMES COMPETITIVE BENCHMARKING
             15.9.1 COMPANY PRODUCT FOOTPRINT
                       FIGURE 53 PRODUCT PORTFOLIO ANALYSIS OF STARTUPS/SMES IN THE MARKET
                       FIGURE 54 BUSINESS STRATEGY EXCELLENCE OF STARTUPS/SMES IN THE MARKET
                       TABLE 231 STARTUPS/SMES COMPANY OFFERING FOOTPRINT
                       TABLE 232 STARTUPS/SMES COMPANY REGION FOOTPRINT
                       TABLE 233 MARKET: DETAILED LIST OF KEY STARTUPS/SMES
                       TABLE 234 BOT SERVICES MARKET: COMPETITIVE BENCHMARKING OF KEY STARTUPS/SMES
     15.10 COMPETITIVE SCENARIO AND TRENDS
               15.10.1 NEW PRODUCT LAUNCHES
                          TABLE 235 NEW SERVICE/PRODUCT LAUNCHES, 2017–2021
               15.10.2 DEALS
                          TABLE 236 DEALS, 2019–2022

16 COMPANY PROFILES (Page No. - 250)
     16.1 INTRODUCTION
     16.2 KEY PLAYERS
(Business overview, Solutions offered, Recent Developments, MNM view)*
             16.2.1 MICROSOFT
                       TABLE 237 MICROSOFT: BUSINESS OVERVIEW
                       FIGURE 55 MICROSOFT: COMPANY SNAPSHOT
                       TABLE 238 MICROSOFT: SOLUTIONS OFFERED
                       TABLE 239 MICROSOFT: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 240 MICROSOFT: DEALS
             16.2.2 IBM
                       TABLE 241 IBM: BUSINESS OVERVIEW
                       FIGURE 56 IBM: COMPANY SNAPSHOT
                       TABLE 242 IBM: SOLUTIONS OFFERED
                       TABLE 243 IBM: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 244 IBM: DEALS
             16.2.3 GOOGLE
                       TABLE 245 GOOGLE: BUSINESS OVERVIEW
                       FIGURE 57 GOOGLE: COMPANY SNAPSHOT
                       TABLE 246 GOOGLE: SOLUTIONS OFFERED
                       TABLE 247 GOOGLE: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 248 GOOGLE: DEALS
             16.2.4 ORACLE
                       TABLE 249 ORACLE: BUSINESS OVERVIEW
                       FIGURE 58 ORACLE: COMPANY SNAPSHOT
                       TABLE 250 ORACLE: SOLUTIONS OFFERED
                       TABLE 251 ORACLE: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 252 ORACLE: DEALS
             16.2.5 AWS
                       TABLE 253 AWS: BUSINESS OVERVIEW
                       FIGURE 59 AWS: COMPANY SNAPSHOT
                       TABLE 254 AWS: SOLUTIONS OFFERED
                       TABLE 255 AWS: PRODUCT LAUNCHES
                       TABLE 256 AWS: DEALS
             16.2.6 META
                       TABLE 257 META: BUSINESS OVERVIEW
                       FIGURE 60 META: COMPANY SNAPSHOT
                       TABLE 258 META: SOLUTIONS OFFERED
                       TABLE 259 META: PRODUCT LAUNCHES
                       TABLE 260 META: DEALS
             16.2.7 ARTIFICIAL SOLUTIONS
                       TABLE 261 ARTIFICIAL SOLUTIONS: BUSINESS OVERVIEW
                       FIGURE 61 ARTIFICIAL SOLUTIONS: COMPANY SNAPSHOT
                       TABLE 262 ARTIFICIAL SOLUTIONS: SOLUTIONS OFFERED
                       TABLE 263 ARTIFICIAL SOLUTIONS: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 264 ARTIFICIAL SOLUTIONS: DEALS
             16.2.8 EGAIN
                       TABLE 265 EGAIN: BUSINESS OVERVIEW
                       FIGURE 62 EGAIN: COMPANY SNAPSHOT
                       TABLE 266 EGAIN: SOLUTIONS OFFERED
                       TABLE 267 EGAIN: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 268 EGAIN: DEALS
             16.2.9 BAIDU
                       TABLE 269 BAIDU: BUSINESS OVERVIEW
                       FIGURE 63 BAIDU: COMPANY SNAPSHOT
                       TABLE 270 BAIDU: SOLUTIONS OFFERED
                       TABLE 271 BAIDU: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 272 BAIDU: DEALS
             16.2.10 INBENTA
                       TABLE 273 INBENTA: BUSINESS OVERVIEW
                       TABLE 274 INBENTA: SOLUTIONS OFFERED
                       TABLE 275 INBENTA: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 276 INBENTA: DEALS
             16.2.11 ALVARIA
                       TABLE 277 ALVARIA: BUSINESS OVERVIEW
                       TABLE 278 ALVARIA: SOLUTIONS OFFERED
                       TABLE 279 ALVARIA: PRODUCT LAUNCHES AND ENHANCEMENTS
             16.2.12 SAP
             16.2.13 CM.COM
             16.2.14 CREATIVE VIRTUAL
             16.2.15 KORE.AI
             16.2.16 [24]7.AI
             16.2.17 GUPSHUP
             16.2.18 PANDORABOTS
             16.2.19 BOTEGO
             16.2.20 HAPTIK
     16.3 STARTUP OR SMES
             16.3.1 RASA
             16.3.2 CHATFUEL
             16.3.3 PYPESTREAM
             16.3.4 AVAAMO
             16.3.5 WEBIO
             16.3.6 SERVISBOT
             16.3.7 MORPH.AI
             16.3.8 COGNIGY
             16.3.9 ENTERPRISE BOT
             16.3.10 ENGATI

*Details on Business overview, Solutions offered, Recent Developments, MNM view might not be captured in case of unlisted companies.

17 ADJACENT AND RELATED MARKETS (Page No. - 309)
     17.1 INTRODUCTION
     17.2 CHATBOT MARKET–GLOBAL FORECAST TO 2026
             17.2.1 MARKET DEFINITION
             17.2.2 MARKET OVERVIEW
             17.2.3 CHATBOT MARKET, BY COMPONENT
                       TABLE 280 CHATBOT MARKET SIZE BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 281 CHATBOT MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
             17.2.4 CHATBOT MARKET, BY TYPE
                       TABLE 282 CHATBOT MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
                       TABLE 283 CHATBOT MARKET SIZE, BY TYPE, 2020–2026 (USD MILLION)
             17.2.5 CHATBOT MARKET, BY DEPLOYMENT MODE
                       TABLE 284 CHATBOT MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
                       TABLE 285 CHATBOT MARKET SIZE, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION)
             17.2.6 CHATBOT MARKET, BY CHANNEL INTEGRATION
                       TABLE 286 CHATBOT MARKET SIZE, BY CHANNEL INTEGRATION, 2015–2019 (USD MILLION)
                       TABLE 287 CHATBOT MARKET SIZE, BY CHANNEL INTEGRATION, 2020–2026 (USD MILLION)
             17.2.7 CHATBOT MARKET, BY ORGANIZATION SIZE
                       TABLE 288 CHATBOT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 289 CHATBOT MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION)
             17.2.8 CHATBOT MARKET, BY BUSINESS FUNCTION
                       TABLE 290 CHATBOT MARKET SIZE, BY BUSINESS FUNCTION, 2015–2019 (USD MILLION)
                       TABLE 291 CHATBOT MARKET SIZE, BY BUSINESS FUNCTION, 2020–2026 (USD MILLION)
             17.2.9 CHATBOT MARKET, BY APPLICATION
                       TABLE 292 CHATBOT MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION)
                       TABLE 293 CHATBOT MARKET SIZE, BY APPLICATION, 2020–2026 (USD MILLION)
             17.2.10 CHATBOT MARKET, BY VERTICAL
                       TABLE 294 CHATBOT MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                       TABLE 295 CHATBOT MARKET SIZE, BY VERTICAL, 2020–2026 (USD MILLION)
             17.2.11 CHATBOT MARKET, BY REGION
                       TABLE 296 CHATBOT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                       TABLE 297 CHATBOT MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
     17.3 NATURAL LANGUAGE PROCESSING MARKET
             17.3.1 MARKET DEFINITION
             17.3.2 MARKET OVERVIEW
             17.3.3 NATURAL LANGUAGE PROCESSING MARKET, BY COMPONENT
                       TABLE 298 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                       TABLE 299 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY COMPONENT, 2019–2026 (USD MILLION)
             17.3.4 NATURAL LANGUAGE PROCESSING MARKET, BY DEPLOYMENT MODE
                       TABLE 300 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
                       TABLE 301 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY DEPLOYMENT MODE, 2019–2026 (USD MILLION)
             17.3.5 NATURAL LANGUAGE PROCESSING MARKET, BY ORGANIZATION SIZE
                       TABLE 302 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                       TABLE 303 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY ORGANIZATION SIZE, 2019–2026 (USD MILLION)
             17.3.6 NATURAL LANGUAGE PROCESSING MARKET, BY TYPE
                       TABLE 304 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
                       TABLE 305 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2019–2026 (USD MILLION)
             17.3.7 NATURAL LANGUAGE PROCESSING MARKET, BY APPLICATION
                       TABLE 306 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION)
                       TABLE 307 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY APPLICATION, 2019–2026 (USD MILLION)
             17.3.8 NATURAL LANGUAGE PROCESSING MARKET, BY VERTICAL
                       TABLE 308 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                       TABLE 309 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY VERTICAL, 2019–2026 (USD MILLION)
             17.3.9 NATURAL LANGUAGE PROCESSING MARKET, BY REGION
                       TABLE 310 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                       TABLE 311 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY REGION, 2019–2026 (USD MILLION)

18 APPENDIX (Page No. - 326)
     18.1 INDUSTRY EXPERTS
     18.2 DISCUSSION GUIDE
     18.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
     18.4 AVAILABLE CUSTOMIZATIONS
     18.5 RELATED REPORTS
     18.6 AUTHOR DETAILS

This research study involved the extensive use of secondary sources, directories, and databases such as Dun & Bradstreet (D&B) Hoovers, and Bloomberg BusinessWeek to identify and collect information useful for a technical, market-oriented, and commercial study of the bot services market. The primary sources were mainly industry experts from the core and related industries and preferred suppliers, manufacturers, distributors, service providers, technology developers, alliances, and organizations related to all segments of the value chain of this market. In-depth interviews were conducted with various primary respondents that included key industry participants, subject matter experts, C-level executives of key market players, and industry consultants to obtain and verify critical qualitative and quantitative information. The following illustrative figure shows the market research methodology applied in making this report on the bot services market.

Secondary Research

The market for companies offering bot services for different verticals was estimated and projected based on the secondary data made available through paid and unpaid sources and by analyzing their product portfolios in the ecosystem of the bot services market. It also involved rating products of companies based on their performance and quality. In the secondary research process, various sources were referred to for identifying and collecting information for this study on the bot services market. The secondary sources included annual reports, press releases and investor presentations of companies, white papers, journals, and certified publications and articles by recognized authors, directories, and databases.

Secondary research was mainly used to obtain key information about the supply chain of the market, the total pool of key players, market classification, and segmentation according to industry trends to the bottommost level, regional markets, and key developments from both, market and technology-oriented perspectives that were further validated by primary sources.

Primary Research

In the primary research process, various sources from both, the supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. The primary sources from the supply side included industry experts such as Chief Executive Officers (CEOs), Chief Technology Officers (CTOs), Chief Operating Officers (COOs), Vice Presidents (VPs), Managing Directors (MDs), technology and innovation directors, and related key executives from different key companies and organizations operating in the bot services market..

The following is the breakup of primary profiles:

Bot Services Market  Size, and Share

To know about the assumptions considered for the study, download the pdf brochure

Market Size Estimation

In this approach for market estimation, the key bot services vendors, such as Microsoft (US), IBM (US), Google (US), Oracle (US), AWS (US), Meta (US), Artificial Solutions (Sweden), eGain (US), Baidu (China), Inbenta (US), Alvaria (US), SAP (Germany), CM.com (Netherlands), Creative Virtual (UK), Kore.ai (US), [24]7.ai (US), Gupshup (US), Rasa (US), Pandorabots (US), Botego (US), Chatfuel (US), Pypestream (US), Avaamo (US), Webio (Ireland), ServisBOT (US), Morph.ai (India), Cognigy (Germany), Enterprise Bot (Switzerland), Engati (US), and Haptik (US) contribute almost 60-65% to the global bot services market. After confirming these companies through primary interviews with industry experts, their total revenue through annual reports, Securities and Exchange Commission (SEC) filings, and paid databases was estimated. These companies’ revenue pertaining to the Business Units (BUs) that offer bot services was identified through similar sources. Then through primaries, the data of revenue generated was collected through specific bot services. The collective revenue of key companies that offer bot services comprises 60%–65% of the market, which was again confirmed through primary interviews with industry experts. With the assumption that the rest of the market is contributed by smaller players (part of the unorganized market), the market size of organized players (55%–60%) and unorganized players (40%–45%) collectively was assumed to be the market size of the global bot services market for Financial Year (FY) 2022.

  • The pricing trend is assumed to vary over time.
  • All the forecasts are made with the standard assumption that the accepted currency is USD.
  • For the conversion of various currencies to USD, average historical exchange rates are used according to the year specified. For all the historical and current exchange rates required for calculations and currency conversions, the US Internal Revenue Service's website is used.
  • All the forecasts are made under the standard assumption that the globally accepted currency USD remains constant during the next five years.
  • Vendor-side analysis: The market size estimates of associated solutions and services are factored in from the vendor side by assuming an average of licensing and subscription-based models of leading and innovative vendors in the market.

Demand/end-user analysis: End users operating in verticals across regions are analyzed in terms of market spending on bot services based on some of the key use cases. These factors for the bot services industry per region are separately analyzed, and the average spending was extrapolated with an approximation based on assumed weightage. This factor is derived by averaging various market influencers, including recent developments, regulations, mergers and acquisitions, enterprise/SME adoption, startup ecosystem, IT spending, technology propensity and maturity, use cases, and the estimated number of organizations per region.

Data Triangulation

After arriving at the overall market size using the market size estimation processes as explained above, the market was split into several segments and subsegments. To complete the overall market engineering process and arrive at the exact statistics of each market segment and subsegment, data triangulation, and market breakup procedures were employed, wherever applicable. The overall market size was then used in the top-down procedure to estimate the size of other individual markets via percentage splits of the market segmentation.

Report Objectives

  • To define, describe, and predict the bot services market by service type (platform and framework), mode of channel, interaction type, business function, application, deployment mode, organization size, vertical, and region
  • To provide detailed information related to major factors (drivers, restraints, opportunities, and industry-specific challenges) influencing the market growth
  • To analyze opportunities in the market and provide details of the competitive landscape for stakeholders and market leaders
  • To forecast the market size of segments for five main regions: North America, Europe, Asia Pacific, Middle East and Africa, and Latin America
  • To profile key players and comprehensively analyze their market rankings and core competencies
  • To analyze competitive developments, such as partnerships, new product launches, and mergers and acquisitions, in the market
  • To analyze the impact of the COVID-19 pandemic on the bot services market

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs. The following customization options are available for the report:

Product Analysis

  • Product matrix provides a detailed comparison of the product portfolio of each company

Geographic Analysis

  • Further breakup of the North American bot services market
  • Further breakup of the European market
  • Further breakup of the Asia Pacific market
  • Further breakup of the Latin American market
  • Further breakup of the Middle East and Africa market

Company Information

  • Detailed analysis and profiling of additional market players up to 5
Bot Services Market Size,  Share & Growth Report
Report Code
TC 5580
Published ON
Jun, 2022
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