Bot Services Market by Service (Framework and Platform), Deployment Channel (Websites, Contact Center and Customer Service, and Social Media), Mode (Text and Rich Media, Audio, and Video), End-User Vertical, and Region - Global Forecast to 2022

Table of Contents

1 INTRODUCTION 15

1.1 OBJECTIVES OF THE STUDY 15
1.2 MARKET DEFINITION 15
1.3 MARKET SCOPE 16
1.4 YEARS CONSIDERED FOR THE STUDY 17
1.5 CURRENCY 17
1.6 STAKEHOLDERS 18

2 RESEARCH METHODOLOGY 19

2.1 RESEARCH DATA 19
2.1.1 SECONDARY DATA 20
2.1.2 PRIMARY DATA 20
2.1.2.1 Breakdown of primaries 21
2.1.2.2 Key industry insights 21
2.2 MARKET SIZE ESTIMATION 23
2.3 RESEARCH ASSUMPTIONS AND LIMITATIONS 25
2.3.1 ASSUMPTIONS 25
2.3.2 LIMITATIONS 25

3 EXECUTIVE SUMMARY 26
4 PREMIUM INSIGHTS 31

4.1 ATTRACTIVE OPPORTUNITIES IN THE BOT SERVICES MARKET 31
4.2 BOT SERVICES MARKET: TOP 3 DEPLOYMENT CHANNELS 31
4.3 BOT SERVICES MARKET, BY END-USER VERTICAL AND DEPLOYMENT CHANNEL 32
4.4 BOT SERVICES POTENTIAL 32

5 MARKET OVERVIEW 33

5.1 MARKET DYNAMICS 33
5.1.1 DRIVERS 34
5.1.1.1 Increasing user engagement on social media platforms 34
5.1.1.2 Highly advanced AI and NLP tools bolstering the market growth 34
5.1.2 RESTRAINTS 34
5.1.2.1 Dependency on deployment platforms for bots 34
5.1.3 OPPORTUNITIES 34
5.1.3.1 Increasing demand for feature phones 34
5.1.3.2 High growth of social media platforms 35
5.1.3.3 Growing partnerships and widening ecosystem 35
5.1.4 CHALLENGES 35
5.1.4.1 Limited accuracy as expected by end-users 35
5.1.4.2 Lack of awareness and reluctance to use bots 36
5.2 ECOSYSTEM ANALYSIS 36
5.3 DEPLOYMENT CHANNELS 37

6 BOT SERVICES MARKET ANALYSIS, BY SERVICE 38

6.1 INTRODUCTION 39
6.2 FRAMEWORK 40
6.2.1 NATURAL LANGUAGE PROCESSING 40
6.2.2 MACHINE LEARNING 40
6.2.3 ARTIFICIAL NEURAL NETWORK 40
6.2.4 BOT ANALYTICS 41
6.3 PLATFORM 41

7 BOT SERVICES MARKET ANALYSIS, BY MODE 43

7.1 INTRODUCTION 44
7.2 TEXT AND RICH MEDIA 45
7.3 AUDIO 46
7.4 VIDEO 47

8 BOT SERVICES MARKET ANALYSIS, BY DEPLOYMENT CHANNEL 48

8.1 INTRODUCTION 49
8.2 WEBSITES 50
8.3 CONTACT CENTER AND CUSTOMER SERVICE 51
8.4 SOCIAL MEDIA 52
8.5 MOBILE APPLICATIONS 53

9 BOT SERVICES MARKET ANALYSIS, BY END-USER VERTICAL 54

9.1 INTRODUCTION 55
9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 56
9.2.1 USE CASE: PERSONAL BANKING ASSISTANT TO HELP CLIENTS IN DECIDING INVESTMENT PLANS 56
9.2.2 USE CASE: INSURANCE OPTING AND RENEWAL OPTIONS WITH QUICK ASSISTANCE AT ANY GIVEN TIME 57
9.3 GOVERNMENT 58
9.3.1 USE CASE: REDUCTION IN THE FREQUENCY OF CALL ON THE POLICE HELPLINE NUMBER 58
9.4 REAL ESTATE 59
9.4.1 USE CASE: REAL-TIME UPDATE OF PROPERTY RATES AND AVAILABILITY 59
9.5 MEDIA AND ENTERTAINMENT 59
9.5.1 USE CASE: TICKET BOOKINGS AND ENTERTAINMENT RELATED BLOGS 60 
9.6 TELECOM 60
9.6.1 USE CASE: AUGMENTED CUSTOMER SERVICE RELATED TO NETWORK AND BILLING INSTANCES 61
9.7 RETAIL AND ECOMMERCE 61
9.7.1 USE CASE: EASE OF ACCESS FOR THE BUYERS TO PLACE AND REPLACE ORDERS 62
9.8 EDUCATION 62
9.8.1 USE CASE: SMART EDUCATION SYSTEM 63
9.9 TRAVEL AND HOSPITALITY 63
9.9.1 USE CASE: EASY FLIGHT BOOKINGS WITH REAL-TIME UPDATES 64
9.10 HEALTHCARE 64
9.10.1 USE CASE: ELECTRONIC HEALTH AND MEDICAL RECORD 65
9.11 OTHERS 65

10 GEOGRAPHIC ANALYSIS 67

10.1 INTRODUCTION 68
10.2 NORTH AMERICA 69
10.2.1 NORTH AMERICA: BOT SERVICES MARKET ANALYSIS, BY SERVICE 71
10.2.2 NORTH AMERICA: BOT SERVICES MARKET ANALYSIS, BY MODE 72
10.2.3 NORTH AMERICA: BOT SERVICES MARKET ANALYSIS, BY DEPLOYMENT CHANNEL 72
10.2.4 NORTH AMERICA: BOT SERVICES MARKET ANALYSIS, BY END-USER VERTICAL 73
10.2.5 NORTH AMERICA: BOT SERVICES MARKET ANALYSIS, BY COUNTRY 73
10.3 EUROPE 74
10.3.1 EUROPE: BOT SERVICES MARKET ANALYSIS, BY SERVICE 74
10.3.2 EUROPE: BOT SERVICES MARKET ANALYSIS, BY MODE 75
10.3.3 EUROPE: BOT SERVICES MARKET ANALYSIS, BY DEPLOYMENT CHANNEL 75
10.3.4 EUROPE: BOT SERVICES MARKET ANALYSIS, BY END-USER VERTICAL 76
10.3.5 EUROPE: BOT SERVICES MARKET ANALYSIS, BY COUNTRY 76
10.4 ASIA PACIFIC 77
10.4.1 ASIA PACIFIC: BOT SERVICES MARKET ANALYSIS, BY SERVICE 79
10.4.2 ASIA PACIFIC: BOT SERVICES MARKET ANALYSIS, BY MODE 79
10.4.3 ASIA PACIFIC: BOT SERVICES MARKET ANALYSIS, BY DEPLOYMENT CHANNEL 80
10.4.4 ASIA PACIFIC: BOT SERVICES MARKET ANALYSIS, BY END-USER VERTICAL 80
10.4.5 ASIA PACIFIC: BOT SERVICES MARKET ANALYSIS, BY COUNTRY 81
10.5 MIDDLE EAST AND AFRICA 81
10.5.1 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET ANALYSIS, BY SERVICE 82
10.5.2 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET ANALYSIS, BY MODE 83
10.5.3 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET ANALYSIS, BY DEPLOYMENT CHANNEL 83
10.5.4 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET ANALYSIS, BY END-USER VERTICAL 84
10.5.5 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET ANALYSIS, BY COUNTRY 84
10.6 LATIN AMERICA 85
10.6.1 LATIN AMERICA: BOT SERVICES MARKET ANALYSIS, BY SERVICE 85
10.6.2 LATIN AMERICA: BOT SERVICES MARKET ANALYSIS, BY MODE 86
10.6.3 LATIN AMERICA: BOT SERVICES MARKET ANALYSIS, BY DEPLOYMENT CHANNEL 87
10.6.4 LATIN AMERICA: BOT SERVICES MARKET ANALYSIS, BY END-USER VERTICAL 87
10.6.5 LATIN AMERICA: BOT SERVICES MARKET ANALYSIS, BY COUNTRY 88

11 COMPETITIVE LANDSCAPE 89

11.1 MICROQUADRANT OVERVIEW 89
11.1.1 VISIONARY LEADERS 89
11.1.2 INNOVATORS 89
11.1.3 DYNAMIC DIFFERENTIATORS 89
11.1.4 EMERGING COMPANIES 89
11.2 COMPETITIVE BENCHMARKING 91
11.2.1 STRENGTH OF PRODUCT PORTFOLIO ADOPTED BY MAJOR PLAYERS IN THE BOT SERVICES MARKET (26 PLAYERS) 91
11.2.2 BUSINESS STRATEGY EXCELLENCE ADOPTED BY MAJOR PLAYERS IN THE BOT SERVICES MARKET (26 PLAYERS) 92

12 COMPANY PROFILES 93

(Business Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments)*
12.1 MICROSOFT 93
12.2 IBM 97
12.3 FACEBOOK 100
12.4 GOOGLE 104
12.5 AMAZON WEB SERVICES 108
12.6 NUANCE COMMUNICATIONS 111
12.7 ASPECT SOFTWARE 115
12.8 INBENTA TECHNOLOGIES 118
12.9 CREATIVE VIRTUAL 121
12.10 24/7 CUSTOMER 124
12.11 COGNICOR TECHNOLOGIES 127
12.12 ASTUTE SOLUTIONS 129
*Details on Business Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments might not be captured in case of unlisted companies.
 
13 APPENDIX 131

LIST OF TABLES

TABLE 1 GLOBAL BOT SERVICES MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 28
TABLE 2 GLOBAL BOT SERVICES MARKET SIZE, BY SERVICE, 2015–2022 (USD MILLION) 28
TABLE 3 GLOBAL BOT SERVICES MARKET SIZE, BY MODE, 2015–2022 (USD MILLION) 29
TABLE 4 GLOBAL BOT SERVICES MARKET SIZE, BY DEPLOYMENT CHANNEL,
2015–2022 (USD MILLION) 30
TABLE 5 GLOBAL BOT SERVICES MARKET SIZE, BY END-USE VERTICAL,
2015–2022 (USD MILLION) 30
TABLE 6 BOT SERVICES MARKET SIZE, BY SERVICE, 2015–2022 (USD MILLION) 39
TABLE 7 FRAMEWORK: BOT SERVICES MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 41
TABLE 8 PLATFORM: BOT SERVICES MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 42
TABLE 9 BOT SERVICES MARKET SIZE, BY MODE, 2015–2022 (USD MILLION) 44
TABLE 10 TEXT AND RICH MEDIA: BOT SERVICES MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 45
TABLE 11 AUDIO: BOT SERVICES MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 46
TABLE 12 VIDEO: BOT SERVICES MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 47
TABLE 13 BOT SERVICES MARKET SIZE, BY DEPLOYMENT CHANNEL, 2015–2022 (USD MILLION) 50
TABLE 14 WEBSITES: BOT SERVICES MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 51
TABLE 15 CONTACT CENTER AND CUSTOMER SERVICE: BOT SERVICES MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 52
TABLE 16 SOCIAL MEDIA: BOT SERVICES MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 52
TABLE 17 MOBILE APPLICATIONS: BOT SERVICES MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 53
TABLE 18 BOT SERVICES MARKET SIZE, BY END-USER VERTICAL, 2015–2022 (USD MILLION) 55
TABLE 19 BANKING, FINANCIAL SERVICES, AND INSURANCE: BOT SERVICES MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 57
TABLE 20 GOVERNMENT: BOT SERVICES MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 58
TABLE 21 REAL ESTATE: BOT SERVICES MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 59
TABLE 22 MEDIA AND ENTERTAINMENT: BOT SERVICES MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 60
TABLE 23 TELECOM: BOT SERVICES MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 61
TABLE 24 RETAIL AND ECOMMERCE: BOT SERVICES MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 62
TABLE 25 EDUCATION: BOT SERVICES MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 63
TABLE 26 TRAVEL AND HOSPITALITY: BOT SERVICES MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 64
TABLE 27 HEALTHCARE: BOT SERVICES MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 65
TABLE 28 OTHERS: BOT SERVICES MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 66
TABLE 29 BOT SERVICES MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 69
TABLE 30 NORTH AMERICA: BOT SERVICES MARKET SIZE AND GROWTH RATE,
2015–2022 (USD MILLION, Y-O-Y %) 71
TABLE 31 NORTH AMERICA: BOT SERVICES MARKET SIZE, BY SERVICE,
2015–2022 (USD MILLION) 71
TABLE 32 NORTH AMERICA: BOT SERVICES MARKET SIZE, BY MODE,
2015–2022 (USD MILLION) 72
TABLE 33 NORTH AMERICA: BOT SERVICES MARKET SIZE, BY DEPLOYMENT CHANNEL, 2015–2022 (USD MILLION) 72
TABLE 34 NORTH AMERICA: BOT SERVICES MARKET SIZE, BY END-USER VERTICAL,
2015–2022 (USD MILLION) 73
TABLE 35 NORTH AMERICA: BOT SERVICES MARKET SIZE, BY COUNTRY,
2015–2022 (USD MILLION) 73
TABLE 36 EUROPE: BOT SERVICES MARKET SIZE AND GROWTH RATE,
2015–2022 (USD MILLION, Y-O-Y %) 74
TABLE 37 EUROPE: BOT SERVICES MARKET SIZE, BY SERVICE, 2015–2022 (USD MILLION) 75
TABLE 38 EUROPE: BOT SERVICES MARKET SIZE, BY MODE, 2015–2022 (USD MILLION) 75
TABLE 39 EUROPE: BOT SERVICES MARKET SIZE, BY DEPLOYMENT CHANNEL,
2015–2022 (USD MILLION) 75
TABLE 40 EUROPE: BOT SERVICES MARKET SIZE, BY END-USER VERTICAL,
2015–2022 (USD MILLION) 76
TABLE 41 EUROPE: BOT SERVICES MARKET SIZE, BY COUNTRY, 2015–2022 (USD MILLION) 76
TABLE 42 ASIA PACIFIC: BOT SERVICES MARKET SIZE AND GROWTH RATE,
2015–2022 (USD MILLION, Y-O-Y %) 78
TABLE 43 ASIA PACIFIC: BOT SERVICES MARKET SIZE, BY SERVICE,
2015–2022 (USD MILLION) 79
TABLE 44 ASIA PACIFIC: BOT SERVICES MARKET SIZE, BY MODE, 2015–2022 (USD MILLION) 79
TABLE 45 ASIA PACIFIC: BOT SERVICES MARKET SIZE, BY DEPLOYMENT CHANNEL,
2015–2022 (USD MILLION) 80
TABLE 46 ASIA PACIFIC: BOT SERVICES MARKET SIZE, BY END-USER VERTICAL,
2015–2022 (USD MILLION) 80
TABLE 47 ASIA PACIFIC: BOT SERVICES MARKET SIZE, BY COUNTRY,
2015–2022 (USD MILLION) 81
TABLE 48 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET SIZE AND GROWTH RATE, 2015–2022 (USD MILLION, Y-O-Y %) 82
TABLE 49 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET SIZE, BY SERVICE,
2015–2022 (USD MILLION) 82
TABLE 50 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET SIZE, BY MODE,
2015–2022 (USD MILLION) 83
TABLE 51 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET SIZE, BY DEPLOYMENT CHANNEL, 2015–2022 (USD MILLION) 83
TABLE 52 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET SIZE, BY END-USER VERTICAL, 2015–2022 (USD MILLION) 84
TABLE 53 MIDDLE EAST AND AFRICA: BOT SERVICES MARKET SIZE, BY COUNTRY,
2015–2022 (USD MILLION) 84
TABLE 54 LATIN AMERICA: BOT SERVICES MARKET SIZE AND GROWTH RATE,
2015–2022 (USD MILLION, Y-O-Y %) 85
TABLE 55 LATIN AMERICA: BOT SERVICES MARKET SIZE, BY SERVICE,
2015–2022 (USD MILLION) 86
TABLE 56 LATIN AMERICA: BOT SERVICES MARKET SIZE, BY MODE,
2015–2022 (USD MILLION) 86
TABLE 57 LATIN AMERICA: BOT SERVICES MARKET SIZE, BY DEPLOYMENT CHANNEL,
2015–2022 (USD MILLION) 87
TABLE 58 LATIN AMERICA: BOT SERVICES MARKET SIZE, BY END-USER VERTICAL,
2015–2022 (USD MILLION) 87
TABLE 59 LATIN AMERICA: BOT SERVICES MARKET SIZE, BY COUNTRY,
2015–2022 (USD MILLION) 88
TABLE 60 MARKET RANKING FOR BOT SERVICES MARKET, 2017 90

LIST OF FIGURES

FIGURE 1 GLOBAL BOT SERVICES MARKET: MARKET SEGMENTATION 16
FIGURE 2 REGIONAL SCOPE 17
FIGURE 3 BOT SERVICES MARKET: RESEARCH DESIGN 19
FIGURE 4 DATA TRIANGULATION 22
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 23
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 24
FIGURE 7 ASIA PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD 27
FIGURE 8 NORTH AMERICA HAD THE LARGEST MARKET SHARE IN 2017 27
FIGURE 9 BOT SERVICES MARKET SHARE, BY SERVICE, 2017 28
FIGURE 10 BOT SERVICES MARKET SHARE, BY MODE, 2017 29
FIGURE 11 BOT SERVICES MARKET SHARE, BY DEPLOYMENT CHANNEL, 2017 29
FIGURE 12 THE GLOBAL BOT SERVICES MARKET IS EXPECTED TO GROW AT A SIGNIFICANT CAGR DURING THE FORECAST PERIOD 31
FIGURE 13 SOCIAL MEDIA SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR
DURING THE FORECAST PERIOD 31
FIGURE 14 BANKING, FINANCIAL SERVICES, AND INSURANCE, AND SOCIAL MEDIA ARE ESTIMATED TO HOLD THE LARGEST MARKET SHARES IN THE BOT SERVICES MARKET IN 2017 32
FIGURE 15 ASIA PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD 32
FIGURE 16 BOT SERVICES MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES,
AND CHALLENGES 33
FIGURE 17 BOT SERVICES MARKET: ECOSYSTEM 36
FIGURE 18 BOT SERVICES MARKET: DEPLOYMENT CHANNELS 37
FIGURE 19 PLATFORM SEGMENT IS EXPECTED TO GROW AT THE HIGHER CAGR DURING
THE FORECAST PERIOD 39
FIGURE 20 VIDEO SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD 44
FIGURE 21 SOCIAL MEDIA SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR
DURING THE FORECAST PERIOD 49
FIGURE 22 BANKING, FINANCIAL SERVICES, AND INSURANCE END-USER VERTICAL IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 55
FIGURE 23 ASIA PACIFIC IS EXPECTED TO GROW AT HIGHEST CAGR IN THE GLOBAL BOT SERVICES MARKET DURING THE FORECAST PERIOD 68
FIGURE 24 ASIA PACIFIC IS EXPECTED TO HAVE THE LARGEST MARKET SHARE DURING
THE FORECAST PERIOD 69
FIGURE 25 NORTH AMERICA: MARKET SNAPSHOT 70
FIGURE 26 PLATFORM SEGMENT IN NORTH AMERICA IS EXPECTED TO GROW AT THE HIGHER CAGR DURING THE FORECAST PERIOD 71
FIGURE 27 PLATFORM SEGMENT IN EUROPE IS EXPECTED TO GROW AT THE HIGHER CAGR DURING THE FORECAST PERIOD 74
FIGURE 28 ASIA PACIFIC: MARKET SNAPSHOT 78
FIGURE 29 PLATFORM SEGMENT IN ASIA PACIFIC IS EXPECTED TO GROW AT THE HIGHER CAGR DURING THE FORECAST PERIOD 79
FIGURE 30 PLATFORM SEGMENT IN MIDDLE EAST AND AFRICA IS EXPECTED TO GROW
AT THE HIGHER CAGR DURING THE FORECAST PERIOD 82
FIGURE 31 PLATFORM SEGMENT IN LATIN AMERICA IS EXPECTED TO GROW AT THE HIGHER CAGR DURING THE FORECAST PERIOD 85
FIGURE 32 BOT SERVICES MARKET (GLOBAL), COMPETITIVE LEADERSHIP MAPPING, 2017 90
FIGURE 33 MICROSOFT: COMPANY SNAPSHOT 93
FIGURE 34 IBM: COMPANY SNAPSHOT 97
FIGURE 35 FACEBOOK: COMPANY SNAPSHOT 100
FIGURE 36 GOOGLE: COMPANY SNAPSHOT 104
FIGURE 37 AMAZON WEB SERVICES: COMPANY SNAPSHOT 108
FIGURE 38 NUANCE COMMUNICATIONS: COMPANY SNAPSHOT 111

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