Chatbot Market key players are Baidu, Babylon Health, Google, Microsoft, Kik, Poncho, ReplyYes, LivePerson, Slack Technologies, and WeChat

The rule-based segment dominates the chatbot market with a revenue of USD 218 million in 2017 anticipated to reach USD 869 million by 2024. However, the development of these chatbots is done following a rule-based approach and hence are unable to answer questions whose patter mismatches with the rules on which the bot is trained. The AI-based chatbots are projected to grow at the fastest rate of CAGR 52.8% over the forecast timeline. The rapid progresses in the field of NLP and machine-learning have also led to the development of AI-based chatbots which can offer personalized responses. For instance, in 2018, the Indian railways decided to use AI-based chatbots for handling passenger queries. These chatbots assist in improving traveler experience in an efficient manner by providing enhanced passenger safety, amenities, and better service delivery.

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Chatbot Market is projected to surpass USD 1.34 billion by 2024. The introduction of chatbot has opened new boundaries into the business world in terms of customer engagement and ease of interaction enabling the countries to connect with their customers globally. Chatbots also allow businesses to interact with their customers in two-way communication. It permits them to examine and measure interactions with consumers, taking their requirements into consideration, and optimizing customer experiences. Chatbots also aid in increasing customer retention rate by sending personalized messages and offering 24/7 availability, accelerating the market demand.

The technological advancements in the field of AI had benefitted the chatbot industry as they have brought about a change from just being simple software with scripted answers to present day intelligent chatbots that are able to engage potential consumers. These chatbots have brought about various positive social impacts such as enhanced customer interaction with businesses, quick access to public data, and online payment of tax and bills. Moreover, the governmental agencies are also relying on chatbots to enhance customer experience. For instance, the Mississippi Department of Information Technology has been using a chatbot named Missi to resolve inquiries of 100 citizens daily relating to taxes and hunting licenses.

In the trending era of artificial intelligence, chatbot market is witnessing extraordinary growth owing to the prevalence of messaging platforms, virtual assistants and the efforts of various businesses to deliver prompt customer service. Built using AI and machine learning technologies, today’s chatbots are characterized by the ability to respond differently to varied keywords, even learn and adapt their own responses to suit diverse situations. These features have proven to be ideal in leveraging the bots for real-time communications, handling customer enquiries and other aspects of businesses to optimize overall customer satisfaction, pushing the global chatbot market revenue over USD 250 million in 2017.

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An undeniable fact regarding AI technology is the prolific speed of its evolution, which in the process is transforming the chatbot industry. From the basic rule-based chatbots programmed to handle uncomplicated customer queries to the cloud-based, advanced self-learning ones that can understand intent and modify their output, chatbots have been extensively adopted in segments such as ecommerce with continuous integration of business data and internal systems.

For instance, eBay offers the services of ShopBot, a virtual personal assistant for shopping on its online platform that helps customers find desired products. A customer has to type in a short description of what they want after which eBay ShopBot will ask relevant questions and display suitable results.

The companies in the chatbot market are spending in the research and development, aimed at developing new and customized chatbots. The vendors in the market are Astute Solutions, Baidu, Botsify, Bold360, Chatfuel, ChatterOn, ChattyPeople, Facebook, Google Inc., Haptik Inc., Helpshift, IBM Watson, Imperson Ltd., Kiwi Inc., ManyChat, Microsoft Corporation, Nuance Communication Inc., LivePerson, Poncho, ReplyYes, Slack Technologies Inc., and SRI International.

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