Conversational AI Market

Conversational AI Market by Component (Solutions and Services), Type (Chatbots and IVA), Technology (NLP and ASR), Business Function (Sales and Marketing, and Operations), Mode of Integration, Vertical, and Region - Global Forecast to 2026

Report Code: TC 6976 Oct, 2021, by marketsandmarkets.com

[317 Pages Report] Conversational AI is a form of technology that utilizes speech-based assistants and facilitates stronger interactions and greater engagement at scale across users and platforms. It combines speech-based technology, NLP, and ML into a single platform to develop and build applications for specific as well as multiple use cases across verticals.

The global conversational AI market size to grow from USD 6.8 billion in 2021 to USD 18.4 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 21.8% during the forecast period. The major factors driving the growth of the conversational AI market are the increasing demand for AI-powered customer support services, omnichannel deployment, and reduced chatbot development costs. Furthermore, the rising demand for AI-based chatbots to stay connected and informed during COVID-19 and increasing focus on customer engagement are the major factors adding value to the conversational AI offerings, which is expected to provide opportunities for enterprises operating in various verticals in the conversational AI market. The lack of accuracy in chatbots and virtual assistants and maintaining business continuity during the COVID-19 pandemic are the major challenges in the conversational AI market. Moreover, the lack of awareness about conversational AI solutions and the inability to identify customer intent and respond effectively act as the key restraining factors in the market.

Conversational AI Market

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COVID-19 impact on the Conversational AI market

During the pandemic, many companies experienced a significant increase in pressure from customers, while their number of available employees decreased. Many contact centers were unable to cope with, demand or closed because of lockdown restrictions, leading to long delays in customer service queries, which significantly affected the customer experience. As businesses develop a more strategic approach to their ongoing business that delivers resilience into operations through flexibility and scalability. While at the same time working to improve operational efficiencies, so conversational AI is rising to the forefront of technology enablers. For instance, the Norwegian Labour and Welfare Administration successfully automated over 270,000 inquiries at the height of the pandemic’s first wave with a success rate of over 80%. Silvercar by Audi piloted and launched a virtual agent for COVID-19 response in a matter of days, enabling the luxury car rental company to respond to customers quickly and consistently. Leading Norwegian bank, Sparebank 1 SR-Bank, deployed a unique integration that, combined with Robotic Process Automation (RPA), made it feasible for customers impacted by the pandemic to automate the process of home loan forbearance via its virtual agent without needing to speak to a human agent. The latest generation of chatbots and voice-based agents is easier to build and deploy and is more responsive to user inquiries. Once adopted, in other words, these systems are most likely to stay, proving their value through their ease of use and affordability.

Market Dynamics

Driver: Increasing demand for AI-powered customer support services

Earlier, customer services meant customers looking for help from call centers, websites, emails, and applications. However, with advancements in the use of AI technology, organizations are making use of conversational AI solutions to offer customer service efficiently. Presently, the focus of enterprises has shifted from providing customer support services through emails or messages to AI-powered chatbots that help enterprises enhance customer experience and engagement. AI-powered chatbots use NLP technology to carry out human-like conversations and assist customers in real-time. They help enterprises fetch business intelligence about customer preferences, opinions, and purchase behaviors, thus enabling organizations to provide proactive recommendations and more personalized experiences based on their account activity. Organizations can also leverage AI-enabled chatbots and virtual agents to automate repetitive and manual processes, such as order placement, balance inquiries, general inquiries, technical assistance, and other customer services. With the use of automation, organizations can achieve higher productivity gains with lower manpower requirements. For example, according to LivePerson, a conversational AI solution provider, customers spend 80% of their time messaging through their devices. The company also claims that there are about 57 billion conversations that happen every year around the world in contact centers, and USD 1.2 trillion is spent on voice calls in contact centers globally.

Restraint: Lack of awareness about conservational AI solutions

The adoption of conversational AI solutions is increasing across verticals as it offers various features, including content consumption, customer services, and other productive engagement models. However, consumers have limited knowledge about chatbots, virtual assistants, digital personal assistants, and their benefits. For instance, India and Brazil are the biggest consumers of smartphones, but the awareness of the benefits of technologies is less compared to developed regions, such as Europe and North America. Moreover, a recent survey by HubSpot claims that AI awareness among consumers is merely 37% and that over 63% of people do not realize they are already using AI technologies. People are less likely to use virtual assistants because of the lack of knowledge about the usability and complex implementation process. As a result, SMEs in these countries are reluctant to use virtual assistants for their business processes. In the next five to six years, as the market will gain traction across the globe, an increased level of awareness is expected to be witnessed even in developing regions, which would boost the adoption of conversational AI solutions.

Opportunity: Integration of advanced AI capabilities to add value to existing conversational AI offerings

The growing use of AI and NLP technologies has enabled companies to build intelligent agents and add services as well as perform tasks integrated with other multiple platforms. There is further scope for the integration of new capabilities, such as gesture recognition in conversational AI offerings. Adding gesture recognition capabilities within the conversational AI offering will help users control smart, conversational devices without touching or speaking. In cases where the noise or disturbance is high, or the user’s accent or tone is unrecognizable, gesture recognition will help users control smart, conversational devices.

In the current market scenario, conversational AI offerings provide support for a limited number of languages, and most chatbots and virtual assistants are more compatible with English. If conversational AI offerings started providing support for regional languages, the adoption of these offerings would rise globally. Major vendors in this market are already working in this direction to enhance their product offerings. For instance, in February 2018, Google announced support for seven new languages for actions on the Google Assistant. With this update, the company now provides support for 16 languages, and developers can develop new actions using Dialogflow and its NLP capabilities.

Challenge: Lack of accuracy in chatbots and virtual assistants

There are several conversational AI solution providers in the market that are building chatbots and virtual assistants with the help of open platforms with restricted user-specific characteristics. An API is designed for general usage without encompassing any specific features. Consequently, the bots built through generalized APIs may fail to meet the expected accuracy levels. The response generated from chatbots and virtual assistants are programmed with a particular set of instructions and can only provide answers for queries that are stored in a database. The ideal conversational AI interface should deliver answers in such a way that a user is unable to recognize whether he/she is talking to a human or a virtual assistant. Companies are working toward increasing the accuracy level of chatbots and virtual assistants by integrating advanced AI capabilities within their platform offering, as well as by solving a larger number of use cases and user queries. Chatbots and virtual assistants will take some time to obtain the required accuracy, which would be on par with humans. Thus, the lack of accuracy is acting as a challenge for the growth of the conversational AI market.

The service segment is expected to account for the largest market size during the forecast period

The services segment is expected to grow at a higher CAGR during the forecast period whereas the solutions segment is estimated to hold a larger market share in 2021. The services segment plays a vital role in the functionality of conversational AI solutions. These services are an integral step in deploying technology solutions and are taken care of by solution and service providers. The demand for conversational AI solutions is increasing globally due to the rising demand for enhanced customer support across major verticals such as BFSI, media and entertainment, and travel and hospitality.

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

Among these regions, North America is projected to hold the largest market size during the forecast period. The key factor favoring the growth of the conversational AI market in North America is the increasing demand for enhancing the customer support service to strengthen customer retention initiatives. Additionally, the increasing number of players across different regions is further expected to drive the conversational AI market. The APAC region is expected to hold the fastest growth rate during the forecast period. Moreover, the conversational AI market is expected to witness considerable developments and adoption of solutions across the APAC region during the forecast period. The European region is also considered to be the second-largest in terms of market size during the forecast period. The growing demand to reduce enterprise workloads regarding customer engagement and retention is the key factor in adopting conversational AI solutions in Europe.

Conversational AI Market by Region

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Key Market Players

The major players in the Conversational AI market include Google (US), Microsoft (US), IBM (US), AWS (US), Baidu (China), Oracle (US), SAP (Germany), FIS (US), Artificial Solutions (Spain), Kore.ai (US), Conversica (US), Inbenta (US), Creative Virtual (US), SoundHound (US), Avaamo (US), Haptik (US), Solvvy (US), MindMeld (US), Kasisto (US), Gupshup (US), Senseforth.ai (US), Cognigy (Germany), Rasa (US), Pypestream (US), Rulai (US), AmplifyReach (India), Saarthi.ai (India), Exceed.ai (US), Mindsay (US), and Clinc (US). Partnerships, new product developments, mergers and acquisitions, product enhancements, and acquisitions are the key strategies implemented by major vendors in the smart warehousing market.

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Scope of the Report

Report Metrics

Details

Market size available for years

2016–2026

Base year considered

2020

Forecast period

2022–2026

Forecast units

USD Million

Segments covered

Component, Type, Deployment Mode, Organization Size, Mode of Integration, Technology, Business Function, Vertical, And Region

Geographies covered

North America, Europe, APAC, Latin America and MEA

Companies covered

Google (US), Microsoft (US), IBM (US), AWS (US), Baidu (China), Oracle (US), SAP (Germany), FIS (US), Artificial Solutions (Spain), Kore.ai (US), Conversica (US), Inbenta (US), Creative Virtual (US), SoundHound (US), Avaamo (US), Haptik (US), Solvvy (US), MindMeld (US), Kasisto (US), Gupshup (US), Senseforth.ai (US), Cognigy (Germany), Rasa (US), Pypestream (US), Rulai (US), AmplifyReach (India), Saarthi.ai (India), Exceed.ai (US), Mindsay (US), and Clinc (US)

This research report categorizes the Conversational AI market based on components, type, deployment mode, organization size, technology, business function, vertical, and region.

By Component:

  • Solutions
  • Services
  • Professional Services
    • Training and Consulting
    • System Integration and Implementation
    • Support and Maintenance

By Type:

  • Chatbots
  • Intelligent Virtual Assistants (IVA)

By Deployment Mode:

  • Cloud
  • On-premises

By Organization Size:

  • Large enterprises
  • Small and medium-sized enterprises (SMEs)

By Mode of Integration

  • Web-based
  • App-based
  • Telephonic

By Technology

By Business Function

  • Sales and Marketing
  • Finance
  • HR
  • Operations
  • IT Service Management

By Vertical

  • Banking Finance Services and Insurance (BFSI)
  • Healthcare and Life Sciences
  • IT and Telecom
  • Retail and eCommerce
  • Travel and Hospitality
  • Media and Entertainment
  • Automotive
  • Others (government, education, energy and utilities, and manufacturing)

By Region

  • North America
    • US
    • Canada
  • Europe
    • UK
    • Germany
    • France
    • Rest of Europe
  • APAC
    • China
    • Japan
    • India
    • Rest of APAC
  • MEA
    • Israel
    • UAE
    • South Africa
    • Rest of Middle East & Africa
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America

Recent Developments:

  • In March 2021, Google Cloud announced the general availability of Vertex AI, a managed machine learning (ML) platform that allows companies to accelerate the deployment and maintenance of artificial intelligence (AI) models.
  • In April 2021, Microsoft announced the acquisition of an AI-based technology company, Nuance Communications, for USD 19.7 billion in an all-cash transaction. The acquisition of Nuance will expand Microsoft’s capabilities in voice recognition and transcription technology
  • In September 2021 Astro is a new and different kind of robot, one that’s designed to help customers with a range of tasks such as home monitoring and keeping in touch with family.
  • In January 2020, AWS made Amazon Lex chatbot integration available in Amazon Connect in the Asia Pacific (Sydney) AWS region. Amazon Lex chatbots can assist users in changing passwords, bringing up requested account balances, and scheduling an appointment by vocalizing a prompt rather than saying a number from a list of options
  • In September 2021, Baidu and China Gas Holdings, a leading gas operator and service provider in China, inked a strategic cooperation agreement to drive digital and intelligent transformation in the energy and power sector with innovative solutions based on Baidu AI Cloud.
  • In April 2020, SAP makes support experience even smarter with ML and AI enhancements based on artificial intelligence (AI) and machine learning technologies. It has further developed existing functionalities with new, automated capabilities such as the Incident Solution Matching service and automatic translation.

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TABLE OF CONTENTS

1 INTRODUCTION (Page No. - 44)
    1.1 INTRODUCTION TO COVID-19
    1.2 COVID-19 HEALTH ASSESSMENT
           FIGURE 1 COVID-19: GLOBAL PROPAGATION
           FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES
    1.3 COVID-19 ECONOMIC ASSESSMENT
           FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020
           1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT
                    FIGURE 4 CRITERIA IMPACTING GLOBAL ECONOMY
                    FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY
    1.4 OBJECTIVES OF THE STUDY
    1.5 MARKET DEFINITION
           1.5.1 INCLUSIONS AND EXCLUSIONS
    1.6 MARKET SCOPE
           1.6.1 MARKET SEGMENTATION
           1.6.2 REGIONS COVERED
           1.6.3 YEARS CONSIDERED FOR THE STUDY
    1.7 CURRENCY CONSIDERED
           TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2018–2020
    1.8 STAKEHOLDERS
    1.9 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY (Page No. - 54)
    2.1 RESEARCH DATA
           FIGURE 6 CONVERSATIONAL AI 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 7 DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION
           FIGURE 8 CONVERSATIONAL AI MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
           2.3.1 TOP-DOWN APPROACH
           2.3.2 BOTTOM-UP APPROACH
                    FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY-SIDE): REVENUE FROM SOLUTIONS/SERVICES OF THE MARKET
                    FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY- APPROACH 2, BOTTOM-UP  (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/ SERVICES OF THE MARKET
                    FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 3, BOTTOM-UP  (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/ SERVICES OF THE MARKET
                    FIGURE 12 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CONVERSATIONAL AI THROUGH OVERALL CONVERSATIONAL AI SPENDING
    2.4 MARKET FORECAST
           TABLE 3 FACTOR ANALYSIS
    2.5 COMPANY EVALUATION MATRIX METHODOLOGY
           FIGURE 13 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
    2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY
           FIGURE 14 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 MARKET
           FIGURE 15 QUARTERLY IMPACT OF COVID-19 DURING 2020–2021

3 EXECUTIVE SUMMARY (Page No. - 71)
    TABLE 4 GLOBAL CONVERSATIONAL AI MARKET SIZE AND GROWTH RATE, 2016–2020 (USD MILLION, Y-O-Y %)
    TABLE 5 GLOBAL MARKET SIZE AND GROWTH RATE, 2021–2026 (USD MILLION, Y-O-Y %)
    FIGURE 16 MARKET SNAPSHOT, BY COMPONENT
    FIGURE 17 MARKET SNAPSHOT, BY SERVICE
    FIGURE 18 MARKET SNAPSHOT, BY DEPLOYMENT MODE
    FIGURE 19 MARKET SNAPSHOT, BY ORGANIZATION SIZE
    FIGURE 20 MARKET SNAPSHOT, BY TECHNOLOGY
    FIGURE 21 MARKET SNAPSHOT, BY BUSINESS FUNCTION
    FIGURE 22 MARKET SNAPSHOT, BY MODE OF INTEGRATION
    FIGURE 23 MARKET SNAPSHOT, BY VERTICAL
    FIGURE 24 MARKET SNAPSHOT, BY REGION

4 PREMIUM INSIGHTS (Page No. - 77)
    4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CONVERSATIONAL AI MARKET
           FIGURE 25 INCREASING DEMAND FOR AI-POWERED CUSTOMER SUPPORT SERVICES TO DRIVE THE GROWTH OF THE MARKET
    4.2 MARKET: TOP THREE BUSINESS FUNCTIONS
           FIGURE 26 OPERATIONS BUSINESS FUNCTION TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
    4.3 MARKET: BY REGION
           FIGURE 27 NORTH AMERICA TO HOLD THE LARGEST MARKET SHARE IN 2021
    4.4 MARKET IN NORTH AMERICA, BY MODE OF INTEGRATION AND BUSINESS FUNCTION
           FIGURE 28 WEB-BASED MODE OF INTEGRATION AND SALES AND MARKETING BUSINESS FUNCTION TO ACCOUNT FOR THE LARGEST SHARES IN THE MARKET IN 2021

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 80)
    5.1 INTRODUCTION
    5.2 MARKET DYNAMICS
           FIGURE 29 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CONVERSATIONAL AI MARKET
           5.2.1 DRIVERS
                    5.2.1.1 Increasing demand for AI-powered customer support services
                    5.2.1.2 Omnichannel deployment and reduced chatbot development cost
                    5.2.1.3 Rising demand for AI-based chatbots to stay connected and informed during COVID-19
                    5.2.1.4 Increasing focus on customer engagement
           5.2.2 RESTRAINTS
                    5.2.2.1 Lack of awareness about conversational AI solutions
                    5.2.2.2 Inability to recognize customer intent and respond effectively
           5.2.3 OPPORTUNITIES
                    5.2.3.1 Integration of advanced AI capabilities to add value to existing conversational AI offerings
                    5.2.3.2 Growing demand for online shopping during the onset of COVID-19
           5.2.4 CHALLENGES
                    5.2.4.1 Lack of accuracy in chatbots and virtual assistants
                    5.2.4.2 Maintaining business continuity during the COVID-19 pandemic
           5.2.5 CUMULATIVE GROWTH ANALYSIS
    5.3 CONVERSATIONAL AI MARKET: COVID-19 IMPACT
           FIGURE 30 MARKET TO WITNESS MINIMAL SLOWDOWN IN GROWTH IN 2020
    5.4 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS OF THE MARKET
           FIGURE 31 MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS
    5.5 CASE STUDY ANALYSIS
           5.5.1 BANKING, FINANCIAL SERVICES, AND INSURANCE: USE CASES
                    5.5.1.1 Use case 1: The global financial services firm implemented Kore.ai conversational AI platform to resolve customer queries
                    5.5.1.2 Use case 2: InsureTech adopted Teneo conversational AI platform for better customer experience and services
                    5.5.1.3 Use case 3: Mutual of Omaha modernize its legacy contact center technology with the help of Amazon Lex
                    5.5.1.4 Use case 4: Rest deployed a V-Person™ virtual agent on their website to enrich the customer experience and enhance customer engagement
                    5.5.1.5 Use case 5: Zurich Middle East enable faster query resolution and service request with the implementation of Haptik’s IVA named Zuri
           5.5.2 RETAIL AND ECOMMERCE: USE CASES
                    5.5.2.1 Use case 1: Microsoft offers Dixons Carphone  a bot framework platform for building Cami to optimize their workloads
                    5.5.2.2 Use case 2: Google supports Dominos to scale and accommodate the number of intents and simple customer interactions
                    5.5.2.3 Use case 3: Tata CLiQ deployed Haptik’s shopping assistant CLiQ genie to automate the customer interactions and enhance personalization
           5.5.3 MEDIA AND ENTERTAINMENT: USE CASES
                    5.5.3.1 Use case 1: Google support Ticketmaster by providing faster and more personalized services for ticket buyers
                    5.5.3.2 Use case 2: Kindred deployed Teneo conversational AI platform to simplify betting process
           5.5.4 HEALTHCARE AND LIFE SCIENCES: USE CASES
                    5.5.4.1 Use case 1: Artificial Solutions offer Global Med Tech a enhance conversational AI solution to enable automation of resource intensive and complex tasks
                    5.5.4.2 Use case 2: Creative Virtual supported healthcare providers during pandemic to improve operational efficiencies
           5.5.5 AUTOMOTIVE: USE CASES
                    5.5.5.1 Use case 1: Skoda deployed Teneo to deliver a superior customer service experience, enhance customer journey and improve website conversion rates
           5.5.6 ENERGY AND UTILITIES: USE CASES
                    5.5.6.1 Use case 1: Shell implemented Teneo platform from Artificial Solutions to build digital employees to answer complex questions
                    5.5.6.2 Use case 2: ENGIE implemented to enhance communication between HR and other stakeholders
           5.5.7 IT AND TELECOM: USE CASES
                    5.5.7.1 Use case 1: Creative Virtual supports the Telecommunications company to enhance user experience and handle multiple transactions per day
                    5.5.7.2 Use case 2: Telenor Group deployed Artificial Solutions virtual assistants to reduce customer service traffic and overall costs
                    5.5.7.3 Use case 3: AWS supports Citibot to quickly get answers to city-related questions in real-time
                    5.5.7.4 Use case 4: StarHub deployed Haptik conversational AI solutions to deliver prompt support and enhance CX on messaging channels
           5.5.8 TRAVEL AND HOSPITALITY: USE CASES
                    5.5.8.1 Use case 1: AWS offers RedAwning a conversational AI solution Amazon Lex for better customer experience
    5.6 REGULATORY IMPLICATIONS
           5.6.1 GENERAL DATA PROTECTION REGULATION
           5.6.2 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT
           5.6.3 CALIFORNIA CONSUMER PRIVACY ACT
           5.6.4 CHILDREN'S ONLINE PRIVACY PROTECTION ACT
    5.7 TECHNOLOGY ANALYSIS
           5.7.1 NATURAL LANGUAGE PROCESSING AND CONVERSATIONAL AI
           5.7.2 ARTIFICIAL INTELLIGENCE AND CONVERSATIONAL AI
    5.8 CONVERSATIONAL AI MARKET: ARCHITECTURE
           FIGURE 32 CONVERSATIONAL AI: HIGH-LEVEL ARCHITECTURE OVERVIEW
    5.9 ECOSYSTEM
           FIGURE 33 MARKET: ECOSYSTEM
    5.10 SUPPLY CHAIN ANALYSIS
           FIGURE 34 SUPPLY CHAIN ANALYSIS
           TABLE 6 MARKET: SUPPLY CHAIN
    5.11 PATENT ANALYSIS
           5.11.1 METHODOLOGY
           5.11.2 DOCUMENT TYPE
                    TABLE 7 PATENTS FILED, 2018-2021
           5.11.3 INNOVATION AND PATENT APPLICATIONS
                    FIGURE 35 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2018–2021
                    5.11.3.1 Top applicants
                    FIGURE 36 TOP 10 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2018–2021
    5.12 PRICING MODEL ANALYSIS, 2021
                    TABLE 8 CONVERSATIONAL AI MARKET: PRICING MODEL ANALYSIS, 2021
    5.13 PORTER’S FIVE FORCES ANALYSIS
                    TABLE 9 IMPACT OF EACH FORCE ON THE CONVERSATIONAL AI
                    FIGURE 37 PORTER’S FIVE FORCES ANALYSIS
           5.13.1 THREAT OF NEW ENTRANTS
           5.13.2 THREAT OF SUBSTITUTES
           5.13.3 BARGAINING POWER OF SUPPLIERS
           5.13.4 BARGAINING POWER OF BUYERS
           5.13.5 INTENSITY OF COMPETITIVE RIVALRY
    5.14 SCENARIO
                    TABLE 10 CRITICAL FACTORS TO IMPACT THE GROWTH OF THE MARKET

6 CONVERSATIONAL AI MARKET, BY COMPONENT (Page No. - 113)
    6.1 INTRODUCTION
           6.1.1 COMPONENTS: COVID-19 IMPACT
                    FIGURE 38 SERVICES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
                    TABLE 11 MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                    TABLE 12 MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
    6.2 SOLUTIONS
           6.2.1 TO ENHANCE THE CUSTOMER EXPERIENCE, CONVERSATIONAL AI SOLUTIONS ARE GROWING AT A RAPID PACE GLOBALLY
                    TABLE 13 SOLUTIONS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 14 SOLUTIONS: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    6.3 SERVICES
           6.3.1 TECHNICALITIES INVOLVED IN IMPLEMENTING CONVERSATIONAL AI SOLUTIONS TO BOOST THE GROWTH OF SERVICES AMONG VERTICALS
                    FIGURE 39 SYSTEM INTEGRATION AND IMPLEMENTATION SERVICES SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
                    TABLE 15 CONVERSATIONAL AI MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
                    TABLE 16 MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                    TABLE 17 SERVICES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 18 SERVICES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.3.2 TRAINING AND CONSULTING SERVICES
                    TABLE 19 TRAINING AND CONSULTING SERVICES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 20 TRAINING AND CONSULTING SERVICES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.3.3 SYSTEM INTEGRATION AND IMPLEMENTATION
                    TABLE 21 SYSTEM INTEGRATION AND IMPLEMENTATION SERVICES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 22 SYSTEM INTEGRATION AND IMPLEMENTATION SERVICES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
           6.3.4 SUPPORT AND MAINTENANCE
                    TABLE 23 SUPPORT AND MAINTENANCE SERVICES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 24 SUPPORT AND MAINTENANCE SERVICES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

7 CONVERSATIONAL AI MARKET, BY TYPE (Page No. - 122)
    7.1 INTRODUCTION
           7.1.1 TYPES: COVID-19 IMPACT
                    FIGURE 40 INTELLIGENT VIRTUAL ASSISTANTS SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
                    TABLE 25 MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
                    TABLE 26 MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION)
    7.2 INTELLIGENT VIRTUAL ASSISTANTS
           7.2.1 INCREASING DEMAND FOR CUSTOMER SUPPORT SERVICES TO PAVE THE WAY FOR THE MARKET ACROSS DIFFERENT VERTICALS
                    TABLE 27 INTELLIGENT VIRTUAL ASSISTANTS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 28 INTELLIGENT VIRTUAL ASSISTANTS: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    7.3 CHATBOTS
           7.3.1 AI-BASED CHATBOTS TO AUTOMATE CONVERSATIONS ACROSS CHANNELS TO GROW AT A RAPID PACE IN THE COMING YEARS
                    TABLE 29 CHATBOTS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 30 CHATBOTS: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

8 CONVERSATIONAL AI MARKET, BY DEPLOYMENT MODE (Page No. - 127)
    8.1 INTRODUCTION
           8.1.1 DEPLOYMENT MODES: COVID-19 IMPACT
                    FIGURE 41 CLOUD SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
                    TABLE 31 MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                    TABLE 32 MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
    8.2 ON-PREMISES
           8.2.1 DATA-SENSITIVE ORGANIZATIONS TO ADOPT THE ON-PREMISES DEPLOYMENT MODE TO DEPLOY CONVERSATIONAL AI SOLUTIONS
                    TABLE 33 ON-PREMISES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 34 ON-PREMISES: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
    8.3 CLOUD
           8.3.1 BENEFITS, SUCH AS SCALABILITY AND EASE OF IMPLEMENTATION, TO BOOST THE GROWTH OF THE CLOUD DEPLOYMENT MODE
                    TABLE 35 CLOUD: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                    TABLE 36 CLOUD: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

9 CONVERSATIONAL AI MARKET, BY ORGANIZATION SIZE (Page No. - 132)
    9.1 INTRODUCTION
           9.1.1 ORGANIZATION SIZES: COVID-19 IMPACT
                    FIGURE 42 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
                    TABLE 37 MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                    TABLE 38 MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
    9.2 LARGE ENTERPRISES
           9.2.1 TO OPTIMIZE COMPLEX HR PROCESSES, THE ADOPTION OF CONVERSATIONAL AI IS ON THE RISE AMONG LARGE ENTERPRISES
                    TABLE 39 LARGE ENTERPRISES: MARKET SIZE, BY REGION,  2016–2020 (USD MILLION)
                    TABLE 40 LARGE ENTERPRISES: MARKET SIZE, BY REGION,  2021–2026 (USD MILLION)
    9.3 SMALL AND MEDIUM-SIZED ENTERPRISES
           9.3.1 ADOPTION OF NEW TECHNOLOGIES TO FIX ISSUES FOR ENHANCING THE BUSINESS PROCESSES TO BOOST THE DEMAND FOR CONVERSATIONAL AI AMONG SMES
                    TABLE 41 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE,  BY REGION, 2016–2020 (USD MILLION)
                    TABLE 42 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE,  BY REGION, 2021–2026 (USD MILLION)

10 CONVERSATIONAL AI MARKET, BY MODE OF INTEGRATION (Page No. - 137)
     10.1 INTRODUCTION
             10.1.1 MODES OF INTEGRATION: COVID-19 IMPACT
                       FIGURE 43 APP-BASED SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
                       TABLE 43 MARKET SIZE, BY MODE OF INTEGRATION, 2016–2020 (USD MILLION)
                       TABLE 44 MARKET SIZE, BY MODE OF INTEGRATION, 2021–2026 (USD MILLION)
     10.2 WEB-BASED
             10.2.1 GROWING NEED TO PROVIDE PRODUCT RECOMMENDATIONS TO WEBSITE VISITORS TO DRIVE THE ADOPTION OF CONVERSATIONAL AI
                       TABLE 45 WEB-BASED: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                       TABLE 46 WEB-BASED: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     10.3 APP-BASED
             10.3.1 PROLIFERATION OF SMARTPHONES TO BOOST THE ADOPTION OF APP-BASED CONVERSATIONAL AI SOLUTIONS AMONG ENTERPRISES
                       TABLE 47 APP-BASED: CONVERSATIONAL AI MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                       TABLE 48 APP-BASED: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     10.4 TELEPHONIC
             10.4.1 NEED TO FACILITATE CONVERSATIONS BETWEEN CUSTOMERS AND BUSINESSES TO BOOST THE ADOPTION OF CONVERSATIONAL AI SOLUTIONS ACROSS THE TELEPHONIC MODE OF INTEGRATION
                       TABLE 49 TELEPHONIC: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                       TABLE 50 TELEPHONIC: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

11 CONVERSATIONAL AI MARKET, BY TECHNOLOGY (Page No. - 143)
     11.1 INTRODUCTION
             11.1.1 TECHNOLOGIES: COVID-19 IMPACT
                       FIGURE 44 MACHINE LEARNING AND DEEP LEARNING SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
                       TABLE 51 MARKET SIZE, BY TECHNOLOGY, 2016–2020 (USD MILLION)
                       TABLE 52 MARKET SIZE, BY TECHNOLOGY, 2021–2026 (USD MILLION)
     11.2 MACHINE LEARNING AND DEEP LEARNING
             11.2.1 GROWING NEED TO ANALYZE AND UNDERSTAND USERS’ ACTIVITIES AND PREFERENCES TO DRIVE THE DEMAND FOR CONVERSATIONAL AI SOLUTIONS ACROSS THE GLOBE
                       TABLE 53 ML AND DEEP LEARNING: MARKET SIZE, BY REGION,  2016–2020 (USD MILLION)
                       TABLE 54 ML AND DEEP LEARNING: MARKET SIZE, BY REGION,  2021–2026 (USD MILLION)
     11.3 NATURAL LANGUAGE PROCESSING
             11.3.1 NLP TECHNOLOGY TO GROW AT A RAPID PACE WITH THE GROWING NEED TO RECOGNIZE HUMAN VOICE BY MACHINES TO HANDLE QUERIES OR RESPONSES EFFECTIVELY
                       TABLE 55 NATURAL LANGUAGE PROCESSING: CONVERSATIONAL AI MARKET SIZE, BY REGION,  2016–2020 (USD MILLION)
                       TABLE 56 NATURAL LANGUAGE PROCESSING: MARKET SIZE, BY REGION,  2021–2026 (USD MILLION)
     11.4 AUTOMATIC SPEECH RECOGNITION
             11.4.1 RISING NEED TO HANDLE CUSTOMER SERVICES AND RESOLVE CUSTOMER QUERIES ACROSS LARGE ENTERPRISES TO BOOST THE DEMAND FOR CONVERSATION AI
                       TABLE 57 AUTOMATIC SPEECH RECOGNITION: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                       TABLE 58 AUTOMATIC SPEECH RECOGNITION: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

12 CONVERSATIONAL AI MARKET, BY BUSINESS FUNCTION (Page No. - 150)
     12.1 INTRODUCTION
             12.1.1 BUSINESS FUNCTIONS: COVID-19 IMPACT
                       FIGURE 45 OPERATIONS SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
                       TABLE 59 MARKET SIZE, BY BUSINESS FUNCTION, 2016–2020 (USD MILLION)
                       TABLE 60 MARKET SIZE, BY BUSINESS FUNCTION, 2021–2026 (USD MILLION)
     12.2 SALES AND MARKETING
             12.2.1 GROWING NEED TO EFFECTIVELY RECOGNIZE CUSTOMER PURCHASING PATTERNS TO BOOST THE DEMAND FOR CONVERSATIONAL AI SOLUTIONS FOR SALES AND MARKETING
                       TABLE 61 SALES AND MARKETING: MARKET SIZE, BY REGION,  2016–2020 (USD MILLION)
                       TABLE 62 SALES AND MARKETING: MARKET SIZE, BY REGION,  2021–2026 (USD MILLION)
                       TABLE 63 SALES AND MARKETING: APPLICATIONS
                       TABLE 64 CONVERSATIONAL AI MARKET SIZE, BY SALES AND MARKETING APPLICATION,  2016–2020 (USD MILLION)
                       TABLE 65 MARKET SIZE, BY SALES AND MARKETING APPLICATION,  2021–2026 (USD MILLION)
     12.3 HUMAN RESOURCE
             12.3.1 CONVERSATIONAL AI FOR HR ENABLES ORGANIZATIONS TO AUTOMATE AN EMPLOYEE’S ENGAGEMENT AND MANAGE COMPLEX ONBOARDING PROCESSES IN REAL TIME
                       TABLE 66 HUMAN RESOURCE: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                       TABLE 67 HUMAN RESOURCE: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 68 HUMAN RESOURCE: APPLICATIONS
                       TABLE 69 MARKET SIZE, BY HUMAN RESOURCE APPLICATION,  2016–2020 (USD MILLION)
                       TABLE 70 MARKET SIZE, BY HUMAN RESOURCE APPLICATION,  2021–2026 (USD MILLION)
     12.4 FINANCE
             12.4.1 CONVERSATIONAL AI SUPPORTS FINANCE TEAMS TO TRACK OUTSTANDING INVOICES AND AUTOMATE THE FOLLOW-UP PROCESS TO ENSURE THAT INVOICES ARE PAID AND CLOSED ON TIME
                       TABLE 71 FINANCE: CONVERSATIONAL AI MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                       TABLE 72 FINANCE: MARKET SIZE, BY REGION,  2021–2026 (USD MILLION)
                       TABLE 73 FINANCE: APPLICATIONS
                       TABLE 74 MARKET SIZE, BY FINANCE APPLICATION, 2016–2020 (USD MILLION)
                       TABLE 75 MARKET SIZE, BY FINANCE APPLICATION, 2021–2026 (USD MILLION)
     12.5 OPERATIONS
             12.5.1 CONVERSATIONAL AI IS USED TO HANDLE COMPLEX OPERATIONS AND SUPPLY CHAIN TASKS FOR IMPROVED PRODUCTIVITY
                       TABLE 76 OPERATIONS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                       TABLE 77 OPERATIONS: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 78 OPERATIONS: APPLICATIONS
                       TABLE 79 CONVERSATIONAL AI MARKET SIZE, BY OPERATIONS APPLICATION, 2016–2020 (USD MILLION)
                       TABLE 80 MARKET SIZE, BY OPERATIONS APPLICATION, 2021–2026 (USD MILLION)
     12.6 IT SERVICE MANAGEMENT
             12.6.1 CONVERSATIONAL AI ACROSS ITSM IS USED TO STREAMLINE IT PROCESSES AND RESOLVE CUSTOMER QUERIES AT A FASTER RATE
                       TABLE 81 ITSM: MARKET SIZE, BY REGION,  2016–2020 (USD MILLION)
                       TABLE 82 ITSM: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 83 ITSM: APPLICATIONS
                       TABLE 84 MARKET SIZE, BY ITSM APPLICATION, 2016–2020 (USD MILLION)
                       TABLE 85 MARKET SIZE, BY ITSM APPLICATION, 2021–2026 (USD MILLION)

13 CONVERSATIONAL AI MARKET, BY VERTICAL (Page No. - 163)
     13.1 INTRODUCTION
             13.1.1 VERTICALS: COVID-19 IMPACT
                       FIGURE 46 HEALTHCARE AND LIFE SCIENCES VERTICAL TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
             13.1.2 MAJOR USE CASES: BY VERTICAL
                       TABLE 86 MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                       TABLE 87 MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
     13.2 BANKING, FINANCIAL SERVICES, AND INSURANCE
             13.2.1 CONVERSATIONAL AI SOLUTIONS HELP FINANCIAL INSTITUTIONS EFFORTLESSLY CONNECT WITH CUSTOMERS TO PROVIDE AN ENHANCED CUSTOMER EXPERIENCE
                       TABLE 88 BANKING FINANCIAL SERVICES AND INSURANCE: MARKET SIZE,  BY REGION, 2016–2020 (USD MILLION)
                       TABLE 89 BANKING FINANCIAL SERVICES AND INSURANCE: MARKET SIZE,  BY REGION, 2021–2026 (USD MILLION)
     13.3 RETAIL AND ECOMMERCE
             13.3.1 INCREASING DEPLOYMENT OF CONVERSATIONAL AI SOLUTIONS BY THE RETAIL AND ECOMMERCE VERTICAL ON VARIOUS CHANNELS TO LEAD TO GREATER CUSTOMER ENGAGEMENT AND LOYALTY
                       TABLE 90 RETAIL AND ECOMMERCE: CONVERSATIONAL AI MARKET SIZE, BY REGION,  2016–2020 (USD MILLION)
                       TABLE 91 RETAIL AND ECOMMERCE: MARKET SIZE, BY REGION,  2021–2026 (USD MILLION)
     13.4 MEDIA AND ENTERTAINMENT
             13.4.1 THE RISING DEMAND FOR PERSONALIZED AND ENHANCED CUSTOMER EXPERIENCE TO INCREASE THE ADOPTION OF CONVERSATIONAL AI SOLUTIONS AMONG MEDIA AND ENTERTAINMENT FIRMS
                       TABLE 92 MEDIA AND ENTERTAINMENT: MARKET SIZE, BY REGION,  2016–2020 (USD MILLION)
                       TABLE 93 MEDIA AND ENTERTAINMENT: MARKET SIZE, BY REGION,  2021–2026 (USD MILLION)
     13.5 HEALTHCARE AND LIFE SCIENCES
             13.5.1 THE NEED TO IMPROVE PATIENT MANAGEMENT, MONITORING, AND ENHANCE PATIENT EXPERIENCE TO DRIVE THE ADOPTION OF CONVERSATIONAL AI ACROSS THE VERTICAL
                       TABLE 94 HEALTHCARE AND LIFE SCIENCES: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                       TABLE 95 HEALTHCARE AND LIFE SCIENCES: CONVERSATIONAL AI MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     13.6 IT AND TELECOM
             13.6.1 THE GROWING DEMAND FOR EFFECTIVE CONTACT CENTERS AND OPERATIONAL COST REDUCTION TO GIVE A BOOST TO THE GROWTH OF CONVERSATIONAL AI ACROSS THE IT AND TELECOM VERTICAL
                       TABLE 96 IT AND TELECOM: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                       TABLE 97 IT AND TELECOM: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     13.7 TRAVEL AND HOSPITALITY
             13.7.1 THE RISING NEED TO AUTOMATE BOOKING PROCESSES AND SCHEDULE MANAGEMENT TO DRIVE THE GROWTH OF CONVERSATIONAL AI IN THE TRAVEL AND HOSPITALITY INDUSTRY
                       TABLE 98 TRAVEL AND HOSPITALITY: MARKET SIZE, BY REGION,  2016–2020 (USD MILLION)
                       TABLE 99 TRAVEL AND HOSPITALITY: MARKET SIZE, BY REGION,  2021–2026 (USD MILLION)
     13.8 AUTOMOTIVE
             13.8.1 THE GROWING NEED TO INFORM CUSTOMERS ABOUT IN-CAR SYSTEMS AND SCHEDULE A TEST DRIVE WOULD BOOST THE ADOPTION OF CONVERSATIONAL AI IN THE AUTOMOTIVE VERTICAL
                       TABLE 100 AUTOMOTIVE: CONVERSATIONAL AI MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
                       TABLE 101 AUTOMOTIVE: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     13.9 OTHER VERTICALS
               TABLE 102 OTHER VERTICALS: MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
               TABLE 103 OTHER VERTICALS: MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)

14 CONVERSATIONAL AI MARKET, BY REGION (Page No. - 177)
     14.1 INTRODUCTION
               FIGURE 47 INDIA TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD
               FIGURE 48 ASIA PACIFIC TO WITNESS THE HIGHEST CAGR DURING THE FORECAST PERIOD
               TABLE 104 MARKET SIZE, BY REGION, 2016–2020 (USD MILLION)
               TABLE 105 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
     14.2 NORTH AMERICA
             14.2.1 NORTH AMERICA: COVID-19 IMPACT
             14.2.2 NORTH AMERICA: REGULATIONS
                       14.2.2.1 Personal Information Protection and Electronic Documents Act (PIPEDA
                       14.2.2.2 Gramm–Leach–Bliley (GLB) Act
                       14.2.2.3 Health Insurance Portability and Accountability Act (HIPAA) of 1996
                       14.2.2.4 Health Level Seven (HL7)
                       14.2.2.5 Occupational Safety and Health Administration (OSHA)
                       14.2.2.6 Federal Information Security Management Act (FISMA)
                       14.2.2.7 Federal Information Processing Standards (FIPS)
                       14.2.2.8 California Consumer Privacy Act (CSPA)
                                   FIGURE 49 NORTH AMERICA: MARKET SNAPSHOT
                                   TABLE 106 NORTH AMERICA: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT,  2016–2020 (USD MILLION)
                                   TABLE 107 NORTH AMERICA: MARKET SIZE, BY COMPONENT,  2021–2026 (USD MILLION)
                                   TABLE 108 NORTH AMERICA: MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
                                   TABLE 109 NORTH AMERICA: MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION)
                                   TABLE 110 NORTH AMERICA: MARKET SIZE, BY SERVICE,  2016–2020 (USD MILLION)
                                   TABLE 111 NORTH AMERICA: MARKET SIZE, BY SERVICE,  2021–2026 (USD MILLION)
                                   TABLE 112 NORTH AMERICA: MARKET SIZE, BY TECHNOLOGY,  2016–2020 (USD MILLION)
                                   TABLE 113 NORTH AMERICA: MARKET SIZE, BY TECHNOLOGY,  2021–2026 (USD MILLION)
                                   TABLE 114 NORTH AMERICA: MARKET SIZE, BY MODE OF INTEGRATION,  2016–2020 (USD MILLION)
                                   TABLE 115 NORTH AMERICA: MARKET SIZE, BY MODE OF INTEGRATION,  2021–2026 (USD MILLION)
                                   TABLE 116 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODE,  2016–2020 (USD MILLION)
                                   TABLE 117 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODE,  2021–2026 (USD MILLION)
                                   TABLE 118 NORTH AMERICA: CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE,  2016–2020 (USD MILLION)
                                   TABLE 119 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE,  2021–2026 (USD MILLION)
                                   TABLE 120 NORTH AMERICA: MARKET SIZE, BY BUSINESS FUNCTION,  2016–2020 (USD MILLION)
                                   TABLE 121 NORTH AMERICA: MARKET SIZE, BY BUSINESS FUNCTION,  2021–2026 (USD MILLION)
                                   TABLE 122 NORTH AMERICA: MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                                   TABLE 123 NORTH AMERICA: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                                   TABLE 124 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                                   TABLE 125 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             14.2.3 UNITED STATES
                       14.2.3.1 The growing implementation of AI and ML-based solutions for enhanced customer service to fuel the demand for conversational AI in the US
                                   TABLE 126 UNITED STATES: MARKET SIZE, BY COMPONENT,  2016–2020 (USD MILLION)
                                   TABLE 127 UNITED STATES: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT,  2021–2026 (USD MILLION)
             14.2.4 CANADA
                       14.2.4.1 The realization by companies to enhance customer experience and handle complex business processes to drive the growth of conversational AI solutions in Canada
                                   TABLE 128 CANADA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 129 CANADA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
     14.3 EUROPE
             14.3.1 EUROPE: COVID-19 IMPACT
             14.3.2 EUROPE: REGULATIONS
                       14.3.2.1 General Data Protection Regulation (GDPR)
                       14.3.2.2 Payment Card Industry Data Security Standard (PCI-DSS)
                       14.3.2.3 European Committee for Standardization (CEN)
                                   TABLE 130 EUROPE: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 131 EUROPE: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                   TABLE 132 EUROPE: MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
                                   TABLE 133 EUROPE: MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION)
                                   TABLE 134 EUROPE: MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
                                   TABLE 135 EUROPE: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 136 EUROPE: MARKET SIZE, BY TECHNOLOGY, 2016–2020 (USD MILLION)
                                   TABLE 137 EUROPE: MARKET SIZE, BY TECHNOLOGY, 2021–2026 (USD MILLION)
                                   TABLE 138 EUROPE: MARKET SIZE, BY MODE OF INTEGRATION,  2016–2020 (USD MILLION)
                                   TABLE 139 EUROPE: MARKET SIZE, BY MODE OF INTEGRATION,  2021–2026 (USD MILLION)
                                   TABLE 140 EUROPE: MARKET SIZE, BY DEPLOYMENT MODE,  2016–2020 (USD MILLION)
                                   TABLE 141 EUROPE: CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE,  2021–2026 (USD MILLION)
                                   TABLE 142 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE,  2016–2020 (USD MILLION)
                                   TABLE 143 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE,  2021–2026 (USD MILLION)
                                   TABLE 144 EUROPE: MARKET SIZE, BY BUSINESS FUNCTION,  2016–2020 (USD MILLION)
                                   TABLE 145 EUROPE: MARKET SIZE, BY BUSINESS FUNCTION,  2021–2026 (USD MILLION)
                                   TABLE 146 EUROPE: MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                                   TABLE 147 EUROPE: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                                   TABLE 148 EUROPE: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                                   TABLE 149 EUROPE: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             14.3.3 UNITED KINGDOM
                       14.3.3.1 The heavy inflow of capital from various investors to fuel the adoption of conversational AI solutions in the UK
                                   TABLE 150 UNITED KINGDOM: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT,  2016–2020 (USD MILLION)
                                   TABLE 151 UNITED KINGDOM: MARKET SIZE, BY COMPONENT,  2021–2026 (USD MILLION)
             14.3.4 GERMANY
                       14.3.4.1 Rising government support and highly skilled labor force to drive the growth of conversational AI in Germany
                                   TABLE 152 GERMANY: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 153 GERMANY: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             14.3.5 FRANCE
                       14.3.5.1 The rising acceptance of digital transformation across large and mid-sized organizations to drive the growth of the market in France
                                   TABLE 154 FRANCE: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 155 FRANCE: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             14.3.6 REST OF EUROPE
                       TABLE 156 REST OF EUROPE: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT,  2016–2020 (USD MILLION)
                       TABLE 157 REST OF EUROPE: MARKET SIZE, BY COMPONENT,  2021–2026 (USD MILLION)
     14.4 ASIA PACIFIC
             14.4.1 ASIA PACIFIC: COVID-19 IMPACT
             14.4.2 ASIA PACIFIC: REGULATIONS
                       14.4.2.1 Personal Data Protection Act (PDPA)
                       14.4.2.2 Act on the Protection of Personal Information (APPI)
                       14.4.2.3 International Organization for Standardization (ISO) 27001
                                   FIGURE 50 ASIA PACIFIC: MARKET SNAPSHOT
                                   TABLE 158 ASIA PACIFIC: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 159 ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                   TABLE 160 ASIA PACIFIC: MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
                                   TABLE 161 ASIA PACIFIC: MARKET SIZE, BY TYPE,  2021–2026 (USD MILLION)
                                   TABLE 162 ASIA PACIFIC: MARKET SIZE, BY SERVICE, 2016–2020 (USD MILLION)
                                   TABLE 163 ASIA PACIFIC: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 164 ASIA PACIFIC: MARKET SIZE, BY TECHNOLOGY, 2016–2020 (USD MILLION)
                                   TABLE 165 ASIA PACIFIC: MARKET SIZE, BY TECHNOLOGY, 2021–2026 (USD MILLION)
                                   TABLE 166 ASIA PACIFIC: MARKET SIZE, BY MODE OF INTEGRATION,  2016–2020 (USD MILLION)
                                   TABLE 167 ASIA PACIFIC: MARKET SIZE, BY MODE OF INTEGRATION,  2021–2026 (USD MILLION)
                                   TABLE 168 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODE,  2016–2020 (USD MILLION)
                                   TABLE 169 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODE,  2021–2026 (USD MILLION)
                                   TABLE 170 ASIA PACIFIC: CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE,  2016–2020 (USD MILLION)
                                   TABLE 171 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE,  2021–2026 (USD MILLION)
                                   TABLE 172 ASIA PACIFIC: MARKET SIZE, BY BUSINESS FUNCTION,  2016–2020 (USD MILLION)
                                   TABLE 173 ASIA PACIFIC: MARKET SIZE, BY BUSINESS FUNCTION,  2021–2026 (USD MILLION)
                                   TABLE 174 ASIA PACIFIC: MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION)
                                   TABLE 175 ASIA PACIFIC: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                                   TABLE 176 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2016–2020 (USD MILLION)
                                   TABLE 177 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             14.4.3 INDIA
                       14.4.3.1 The increase in investments among startups and the growth of AI technology among verticals to trigger conversational AI adoption in India
                                   TABLE 178 INDIA: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 179 INDIA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             14.4.4 JAPAN
                       14.4.4.1 The adoption of advanced technologies and the need to prevent organizations from data breaches to drive the adoption of conversational AI in Japan
                                   TABLE 180 JAPAN: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 181 JAPAN: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             14.4.5 CHINA
                       14.4.5.1 The increasing investments in the AI landscape to drive the adoption of conversational AI solutions in China
                                   TABLE 182 CHINA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 183 CHINA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             14.4.6 REST OF ASIA PACIFIC
                       TABLE 184 REST OF ASIA PACIFIC: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT,  2016–2020 (USD MILLION)
                       TABLE 185 REST OF ASIA PACIFIC: MARKET SIZE, BY COMPONENT,  2021–2026 (USD MILLION)
     14.5 MIDDLE EAST AND AFRICA
             14.5.1 MIDDLE EAST AND AFRICA: COVID-19 IMPACT
             14.5.2 MIDDLE EAST AND AFRICA: REGULATIONS
                       14.5.2.1 Israeli Privacy Protection Regulations (Data Security), 5777-2017
                       14.5.2.2 GDPR Applicability in KSA
                       14.5.2.3 Protection of Personal Information Act (POPIA)
                                   TABLE 186 MIDDLE EAST AND AFRICA: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT,  2016–2020 (USD MILLION)
                                   TABLE 187 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COMPONENT,  2021–2026 (USD MILLION)
                                   TABLE 188 MIDDLE EAST AND AFRICA: MARKET SIZE, BY TYPE,  2016–2020 (USD MILLION)
                                   TABLE 189 MIDDLE EAST AND AFRICA: MARKET SIZE, BY TYPE,  2021–2026 (USD MILLION)
                                   TABLE 190 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SERVICE,  2016–2020 (USD MILLION)
                                   TABLE 191 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SERVICE,  2021–2026 (USD MILLION)
                                   TABLE 192 MIDDLE EAST AND AFRICA: MARKET SIZE, BY TECHNOLOGY,  2016–2020 (USD MILLION)
                                   TABLE 193 MIDDLE EAST AND AFRICA: MARKET SIZE, BY TECHNOLOGY,  2021–2026 (USD MILLION)
                                   TABLE 194 MIDDLE EAST AND AFRICA: MARKET SIZE, BY MODE OF INTEGRATION, 2016–2020 (USD MILLION)
                                   TABLE 195 MIDDLE EAST AND AFRICA: CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION, 2021–2026 (USD MILLION)
                                   TABLE 196 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION)
                                   TABLE 197 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
                                   TABLE 198 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION)
                                   TABLE 199 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                                   TABLE 200 MIDDLE EAST AND AFRICA: MARKET SIZE, BY BUSINESS FUNCTION, 2016–2020 (USD MILLION)
                                   TABLE 201 MIDDLE EAST AND AFRICA: MARKET SIZE, BY BUSINESS FUNCTION, 2021–2026 (USD MILLION)
                                   TABLE 202 MIDDLE EAST AND AFRICA: MARKET SIZE, BY VERTICAL,  2016–2020 (USD MILLION)
                                   TABLE 203 MIDDLE EAST AND AFRICA: MARKET SIZE, BY VERTICAL,  2021–2026 (USD MILLION)
                                   TABLE 204 MIDDLE EAST AND AFRICA: MARKET SIZE, BY REGION,  2016–2020 (USD MILLION)
                                   TABLE 205 MIDDLE EAST AND AFRICA: MARKET SIZE, BY REGION,  2021–2026 (USD MILLION)
             14.5.3 ISRAEL
                       14.5.3.1 The upcoming AI startups for enhanced customer support services to drive the growth of the conversational AI market in Israel
                                   TABLE 206 ISRAEL: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 207 ISRAEL: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             14.5.4 UNITED ARAB EMIRATES
                       14.5.4.1 The need to resolve customer queries in real time and enhance productivity to drive the demand for conversational AI solutions in the region
                                   TABLE 208 UNITED ARAB EMIRATES: MARKET SIZE, BY COMPONENT,  2016–2020 (USD MILLION)
                                   TABLE 209 UNITED ARAB EMIRATES: MARKET SIZE, BY COMPONENT,  2021–2026 (USD MILLION)
             14.5.5 SOUTH AFRICA
                       14.5.5.1 The rising need to enhance customer experience to drive the demand for conversational AI solutions in South Africa
                                   TABLE 210 SOUTH AFRICA: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 211 SOUTH AFRICA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             14.5.6 REST OF MIDDLE EAST AND AFRICA
                       TABLE 212 REST OF MIDDLE EAST AND AFRICA: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                       TABLE 213 REST OF MIDDLE EAST AND AFRICA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
     14.6 LATIN AMERICA
             14.6.1 LATIN AMERICA: COVID-19 IMPACT
             14.6.2 LATIN AMERICA: REGULATIONS
                       14.6.2.1 Brazil Data Protection Law
                       14.6.2.2 Argentina Personal Data Protection Law No. 25.326
                       14.6.2.3 Federal Law on Protection of Personal Data Held by Individuals
                                   TABLE 214 LATIN AMERICA: CONVERSATIONAL AI MARKET SIZE, BY COMPONENT,  2016–2020 (USD MILLION)
                                   TABLE 215 LATIN AMERICA: MARKET SIZE, BY COMPONENT,  2021–2026 (USD MILLION)
                                   TABLE 216 LATIN AMERICA: MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION)
                                   TABLE 217 LATIN AMERICA: MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION)
                                   TABLE 218 LATIN AMERICA: MARKET SIZE, BY SERVICE,   2016–2020 (USD MILLION)
                                   TABLE 219 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 220 LATIN AMERICA: MARKET SIZE, BY TECHNOLOGY,  2016–2020 (USD MILLION)
                                   TABLE 221 LATIN AMERICA: MARKET SIZE, BY TECHNOLOGY,  2021–2026 (USD MILLION)
                                   TABLE 222 LATIN AMERICA: MARKET SIZE, BY MODE OF INTEGRATION,  2016–2020 (USD MILLION)
                                   TABLE 223 LATIN AMERICA: MARKET SIZE, BY MODE OF INTEGRATION,  2021–2026 (USD MILLION)
                                   TABLE 224 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODE,  2016–2020 (USD MILLION)
                                   TABLE 225 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODE,  2021–2026 (USD MILLION)
                                   TABLE 226 LATIN AMERICA: CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE,  2016–2020 (USD MILLION)
                                   TABLE 227 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE,  2021–2026 (USD MILLION)
                                   TABLE 228 LATIN AMERICA: MARKET SIZE, BY BUSINESS FUNCTION,  2016–2020 (USD MILLION)
                                   TABLE 229 LATIN AMERICA: MARKET SIZE, BY BUSINESS FUNCTION,  2021–2026 (USD MILLION)
                                   TABLE 230 LATIN AMERICA: MARKET SIZE, BY VERTICAL,  2016–2020 (USD MILLION)
                                   TABLE 231 LATIN AMERICA: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                                   TABLE 232 LATIN AMERICA: MARKET SIZE, BY COUNTRY,  2016–2020 (USD MILLION)
                                   TABLE 233 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             14.6.3 BRAZIL
                       14.6.3.1 Emerging startups in Brazil to drive the growth of the conversational AI market
                                   TABLE 234 BRAZIL: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 235 BRAZIL: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             14.6.4 MEXICO
                       14.6.4.1 The growing demand for AI-based technologies to fuel the adoption of conversational AI solutions in Mexico
                                   TABLE 236 MEXICO: MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION)
                                   TABLE 237 MEXICO: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
             14.6.5 REST OF LATIN AMERICA
                       TABLE 238 REST OF LATIN AMERICA: MARKET SIZE, BY COMPONENT,  2016–2020 (USD MILLION)
                       TABLE 239 REST OF LATIN AMERICA: MARKET SIZE, BY COMPONENT,  2021–2026 (USD MILLION)

15 COMPETITIVE LANDSCAPE (Page No. - 236)
     15.1 OVERVIEW
     15.2 KEY PLAYER STRATEGIES
     15.3 REVENUE ANALYSIS
               FIGURE 51 REVENUE ANALYSIS FOR KEY COMPANIES IN THE PAST FIVE YEARS
     15.4 MARKET SHARE ANALYSIS
               FIGURE 52 MARKET SHARE ANALYSIS FOR KEY COMPANIES
               TABLE 240 CONVERSATIONAL AI MARKET: DEGREE OF COMPETITION
     15.5 COMPANY EVALUATION QUADRANT
             15.5.1 STARS
             15.5.2 EMERGING LEADERS
             15.5.3 PERVASIVE
             15.5.4 PARTICIPANT
                       FIGURE 53 KEY MARKET PLAYERS: COMPANY EVALUATION QUADRANT, 2021
     15.6 COMPETITIVE BENCHMARKING
             15.6.1 COMPANY PRODUCT FOOTPRINT
                       FIGURE 54 PRODUCT PORTFOLIO ANALYSIS OF TOP PLAYERS IN THE MARKET
                       FIGURE 55 BUSINESS STRATEGY EXCELLENCE OF TOP PLAYERS IN THE MARKET
                       TABLE 241 COMPANY OFFERING FOOTPRINT
                       TABLE 242 COMPANY REGION FOOTPRINT
     15.7 STARTUP/SME EVALUATION QUADRANT
             15.7.1 PROGRESSIVE COMPANIES
             15.7.2 RESPONSIVE COMPANIES
             15.7.3 DYNAMIC COMPANIES
             15.7.4 STARTING BLOCKS
                       FIGURE 56 STARTUP/SMES: CONVERSATIONAL AI MARKET EVALUATION QUADRANT, 2021
     15.8 STARTUP/SME COMPETITIVE BENCHMARKING
             15.8.1 COMPANY PRODUCT FOOTPRINT
                       FIGURE 57 PRODUCT PORTFOLIO ANALYSIS OF STARTUP/SME IN THE MARKET
                       FIGURE 58 BUSINESS STRATEGY EXCELLENCE OF STARTUP/SMES IN THE MARKET
                       TABLE 243 STARTUP/SME COMPANY OFFERING FOOTPRINT
                       TABLE 244 STARTUP/SME COMPANY REGION FOOTPRINT
     15.9 COMPETITIVE SCENARIO AND TRENDS
             15.9.1 PRODUCT LAUNCHES
                       TABLE 245 MARKET: PRODUCT LAUNCHES, JANUARY 2020–SEPTEBER 2021
             15.9.2 DEALS
                       TABLE 246 MARKET: DEALS, FEBRUARY 2020– SEPTEMBER 2021
             15.9.3 OTHERS

16 COMPANY PROFILES (Page No. - 252)
     16.1 INTRODUCTION
     16.2 KEY PLAYERS
(Business and financial overview, Solutions offered, Recent developments, COVID-19 development, MNM VIEW, Key strengths/Right to win, Strategic choices made, and Weaknesses and competitive threats)*
             16.2.1 GOOGLE
                       TABLE 247 GOOGLE: BUSINESS AND FINANCIAL OVERVIEW
                       FIGURE 59 GOOGLE: COMPANY SNAPSHOT
                       TABLE 248 GOOGLE: SOLUTIONS OFFERED
                       TABLE 249 GOOGLE: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 250 GOOGLE: DEALS
             16.2.2 MICROSOFT
                       TABLE 251 MICROSOFT: BUSINESS OVERVIEW
                       FIGURE 60 MICROSOFT: COMPANY SNAPSHOT
                       TABLE 252 MICROSOFT: SERVICES OFFERED
                       TABLE 253 MICROSOFT: DEALS
             16.2.3 AWS
                       TABLE 254 AWS: BUSINESS OVERVIEW
                       FIGURE 61 AWS: COMPANY SNAPSHOT
                       TABLE 255 AWS: SERVICES OFFERED
                       TABLE 256 AWS: PRODUCT LAUNCHES AND ENHANCEMENTS
                       TABLE 257 AWS: DEALS
             16.2.4 IBM
                       TABLE 258 IBM: BUSINESS OVERVIEW
                       FIGURE 62 IBM: COMPANY SNAPSHOT
                       TABLE 259 IBM: SOLUTION OFFERED
                       TABLE 260 IBM: DEALS AND OTHERS
             16.2.5 BAIDU
                       TABLE 261 BAIDU: BUSINESS OVERVIEW
                       FIGURE 63 BAIDU: COMPANY SNAPSHOT
                       TABLE 262 BAIDU: SOLUTIONS OFFERED
                       TABLE 263 BAIDU: DEALS
             16.2.6 ORACLE
                       TABLE 264 ORACLE: BUSINESS OVERVIEW
                       FIGURE 64 ORACLE: COMPANY SNAPSHOT
                       TABLE 265 ORACLE: SOLUTIONS OFFERED
                       TABLE 266 ORACLE: SOLUTION ENHACEMENTS
                       TABLE 267 ORACLE: DEALS
             16.2.7 SAP
                       TABLE 268 SAP: BUSINESS OVERVIEW
                       FIGURE 65 SAP: COMPANY SNAPSHOT
                       TABLE 269 SAP: SOLUTIONS OFFERED
                       TABLE 270 SAP: SOLUTION LAUNCHES AND ENHANCEMENTS
                       TABLE 271 SAP: DEALS AND OTHERS
             16.2.8 FIS
                       TABLE 272 FIS: BUSINESS OVERVIEW
                       FIGURE 66 FIS: COMPANY SNAPSHOT
                       TABLE 273 FIS: SOLUTIONS OFFERED
                       TABLE 274 FIS: DEALS
             16.2.9 ARTIFICIAL SOLUTIONS
                       TABLE 275 ARTIFICIAL SOLUTIONS: BUSINESS OVERVIEW
                       FIGURE 67 ARTIFICIAL SOLUTIONS: COMPANY SNAPSHOT
                       TABLE 276 ARTIFICIAL SOLUTIONS: SOLUTIONS OFFERED
                       TABLE 277 ARTIFICIAL SOLUTIONS: SERVICES OFFERED
                       TABLE 278 ARTIFICIAL SOLUTIONS: SOLUTION LAUNCHES AND ENHANCEMENTS
                       TABLE 279 ARTIFICIAL SOLUTIONS: DEALS
             16.2.10 KORE.AI
                       TABLE 280 KORE.AI: BUSINESS OVERVIEW
                       TABLE 281 KORE.AI: SOLUTIONS OFFERED
                       TABLE 282 KORE.AI: SERVICES OFFERED
                       TABLE 283 KORE.AI: SOLUTION LAUNCHES AND ENHANCEMENTS
                       TABLE 284 KORE.AI: DEALS
             16.2.11 CONVERSICA
             16.2.12 INBENTA
             16.2.13 CREATIVE VIRTUAL
             16.2.14 SOUNDHOUND
             16.2.15 AVAAMO
             16.2.16 HAPTIK
             16.2.17 SOLVVY
             16.2.18 MINDMELD
             16.2.19 KASISTO
             16.2.20 GUPSHUP
     16.3 SMES/START UPS
             16.3.1 SENSEFORTH.AI
             16.3.2 COGNIGY
             16.3.3 RASA
             16.3.4 PYPESTREAM
             16.3.5 RULAI
             16.3.6 AMPLIFYREACH
             16.3.7 SAARTHI.AI
             16.3.8 EXCEED.AI
             16.3.9 CLINC
             16.3.10 MINDSAY

*Details on Business and financial overview, Solutions offered, Recent developments, COVID-19 development, MNM VIEW, Key strengths/Right to win, Strategic choices made, and Weaknesses and competitive threats might not be captured in case of unlisted companies.

17 ADJACENT AND RELATED MARKETS (Page No. - 293)
     17.1 INTRODUCTION
     17.2 CHATBOT MARKET - GLOBAL FORECAST TO 2026
             17.2.1 MARKET DEFINITION
             17.2.2 MARKET OVERVIEW
                       17.2.2.1 Chatbot market, by component
                                   TABLE 285 CHATBOT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                                   TABLE 286 CHATBOT MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION)
                       17.2.2.2 Chatbot market, by service
                                   TABLE 287 SERVICES: CHATBOT MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
                                   TABLE 288 SERVICES: CHATBOT MARKET SIZE, BY TYPE, 2020–2026 (USD MILLION)
                       17.2.2.3 Chatbot market, by type
                                   TABLE 289 CHATBOT MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
                                   TABLE 290 CHATBOT MARKET SIZE, BY TYPE, 2020–2026 (USD MILLION)
                       17.2.2.4 Chatbot market, by deployment mode
                                   TABLE 291 CHATBOT MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
                                   TABLE 292 CHATBOT MARKET SIZE, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION)
                       17.2.2.5 Chatbot market, by business function
                                   TABLE 293 CHATBOT MARKET SIZE, BY BUSINESS FUNCTION, 2015–2019 (USD MILLION)
                                   TABLE 294 CHATBOT MARKET SIZE, BY BUSINESS FUNCTION, 2020–2026 (USD MILLION)
                       17.2.2.6 Chatbot market, by vertical
                                   TABLE 295 CHATBOT MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                                   TABLE 296 CHATBOT MARKET SIZE, BY VERTICAL, 2020–2026 (USD MILLION)
                       17.2.2.7 Chatbot market, by region
                                   TABLE 297 CHATBOT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                   TABLE 298 CHATBOT MARKET SIZE, BY REGION, 2020–2026 (USD MILLION)
     17.3 NATURAL LANGUAGE PROCESSING MARKET - GLOBAL FORECAST TO 2026
             17.3.1 MARKET DEFINITION
             17.3.2 MARKET OVERVIEW
                       17.3.2.1 NLP market, by component
                                   TABLE 299 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                                   TABLE 300 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY COMPONENT, 2019–2026 (USD MILLION)
                       17.3.2.2 NLP market, by solution
                                   TABLE 301 SOLUTIONS: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE,  2015–2019 (USD MILLION)
                                   TABLE 302 SOLUTIONS: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE,  2019–2026 (USD MILLION)
                       17.3.2.3 NLP market, by service
                                   TABLE 303 SERVICES: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE,  2015–2019 (USD MILLION)
                                   TABLE 304 SERVICES: NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE,  2019–2026 (USD MILLION)
                       17.3.2.4 NLP market, by deployment mode
                                   TABLE 305 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY DEPLOYMENT MODE,  2015–2019 (USD MILLION)
                                   TABLE 306 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY DEPLOYMENT MODE,  2019–2026 (USD MILLION)
                       17.3.2.5 NLP market, by type
                                   TABLE 307 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
                                   TABLE 308 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY TYPE, 2019–2026 (USD MILLION)
                       17.3.2.6 NLP market, by vertical
                                   TABLE 309 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                                   TABLE 310 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY VERTICAL, 2019–2026 (USD MILLION)
                       17.3.2.7 NLP market, by region
                                   TABLE 311 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                                   TABLE 312 NATURAL LANGUAGE PROCESSING MARKET SIZE, BY REGION, 2019–2026 (USD MILLION)

18 APPENDIX (Page No. - 306)
     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

The research study for the conversational AI market involved extensive secondary sources, directories, and several journals, including the International Journal of Virtual Technology and Multimedia (IJVTM), Journal of Artificial Intelligence, and International Journal of Intelligent Systems. Primary sources were mainly industry experts from the core and related industries, preferred conversational AI providers, third-party service providers, consulting service providers, end users, and other commercial enterprises. In-depth interviews were conducted with various primary respondents, including key industry participants and subject matter experts, to obtain and verify critical qualitative and quantitative information, and assess the market’s prospects.

Secondary Research

In the secondary research process, various sources were referred to for identifying and collecting information for this study. Secondary sources included annual reports, press releases, and investor presentations of companies; white papers, journals, and certified publications; and articles from recognized authors, directories, and databases. The data was also collected from other secondary sources, such as journals, including the Journal of warehousing-based Services and related magazines. Additionally, conversational AI spending of various countries was extracted from the respective sources. Secondary research was mainly used to obtain key information related to the industry’s value chain and supply chain to identify key players based on solutions, services, market classification, and segmentation according to offerings of major players, industry trends related to solutions, services, deployment modes, functionality, applications, verticals, and regions, and key developments from both market and technology-oriented perspectives.

Primary Research

In the primary research process, various primary sources from both supply and demand sides were interviewed to obtain qualitative and quantitative information on the market. The primary sources from the supply side included various industry experts, including Chief Experience Officers (CXOs); Vice Presidents (VPs); directors from business development, marketing, and conversational AI expertise; related key executives from conversational AI solution vendors, SIs, professional service providers, and industry associations; and key opinion leaders.

Primary interviews were conducted to gather insights, such as market statistics, revenue data collected from solutions and services, market breakups, market size estimations, market forecasts, and data triangulation. Primary research also helped in understanding various trends related to technologies, applications, deployments, and regions. Stakeholders from the demand side, such as Chief Information Officers (CIOs), Chief Technology Officers (CTOs), Chief Strategy Officers (CSOs), and end users using conversational AI solutions, were interviewed to understand the buyer’s perspective on suppliers, products, service providers, and their current usage of conversational AI solutions and services, which would impact the overall conversational AI market.

The following is the breakup of primary profiles:

Conversational AI Market  Size, and Share

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

Market Size Estimation

Multiple approaches were adopted for estimating and forecasting the conversational AI market. The first approach involves estimating the market size by summation of companies’ revenue generated through the sale of solutions and services.

  • Key market players were not limited to such as Google (US), Microsoft (US), IBM (US), AWS (US), Baidu (China), Oracle (US), SAP (Germany), FIS (US), Artificial Solutions (Spain), Kore.ai (US), Conversica (US), Inbenta (US), Creative Virtual (US), SoundHound (US), Avaamo (US), Haptik (US), Solvvy (US), MindMeld (US), Kasisto (US), Gupshup (US), Senseforth.ai (US), Cognigy (Germany), Rasa (US), Pypestream (US), Rulai (US), AmplifyReach (India), Saarthi.ai (India), Exceed.ai (US), Mindsay (US), and Clinc (US). The market players were identified through extensive secondary research, and their revenue contribution in respective regions was determined through primary and secondary research.
  • The entire procedure included studying annual and financial reports of top market players and extensive interviews for key insights from industry leaders, such as CEOs, VPs, directors, and marketing executives.
  • All percentage splits and breakups were determined using secondary sources and verified through primary sources.

All the possible parameters that affect the market covered in the research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data. The data is consolidated and added with detailed inputs and analysis from MarketsandMarkets.

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 Conversational AI market by component (solutions and services), type, organization size, deployment mode, technology, mode of integration, business function, 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 (APAC), Middle East and Africa (MEA), 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 Conversational AI market
  • To analyze the impact of the COVID-19 pandemic on the Conversational AI 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 Conversational AI market
  • Further breakup of the European market
  • Further breakup of the APAC market
  • Further breakup of the Latin American market
  • Further breakup of the MEA market

Company information

  • Detailed analysis and profiling of additional market players up to 10
COVID-19

Get in-depth analysis of the COVID-19 impact on the Conversational AI Market

Benchmarking the rapid strategy shifts of the Top 100 companies in the Conversational AI Market

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