Press release
Leading Element Driving Change in the Artificial Intelligence (AI) In Customer Experience Market in 2025: Expansion of Digital Channels Driving Growth in AI for Customer Experience Market Driver
Artificial Intelligence (AI) In Customer Experience Market
The customer experience sector's use of artificial intelligence (AI) has seen a dramatic increase in market size in recent years. This substantial growth from $13.9 billion in 2024, to an estimated $17.75 billion in 2025, represents a compound annual growth rate (CAGR) of 27.7%. Factors contributing to this history-making growth spurt include AI's ability to lower operational expenses, increased use of AI-powered chatbots, heightened customer expectations, along with an improvement in the protection of customer data and fraud detection.
The market size of artificial intelligence (AI) in customer experience is predicted to experience a massive surge in the years to come. It is anticipated to reach a staggering $46.9 billion by 2029, growing at a compound annual growth rate (CAGR) of 27.5%. The growth during the forecast period can be ascribed to the increasing use of AI in mobile applications, a growing inclination towards AI-enabled self-service alternatives, surging utilization of real-time decision making, the ability to scale, and enhanced multilingual support. Significant trends projected for the forecast period include the fusion of robotic process automation with AI, predictive analytics powered by AI, seamless integration with Customer Relationship Management (CRM) systems, advanced developments in natural language processing, and the evolution in deep learning models.
What Are the Forces Behind the Rapid Growth of the Artificial Intelligence (AI) In Customer Experience Market?
The surge in digital channels is projected to stimulate AI's growth in the customer experience market. Digital channels encompass a variety of online tools and platforms utilized by businesses to interact with customers, deliver products and content, and carry out transactions. These channels boost customer interaction, streamline communication, and offer tailored experiences across diverse platforms. AI enhances these digital channels by automating individual interactions, offering immediate support, and scrutinizing customer data to improve engagement and satisfaction levels. For example, the Office for National Statistics, a UK-based government agency, reported in September 2024 that internet sales formed 27.6% of all retail sales in Q4 2022. This figure rose to 28.7% in Q4 2023, indicating a year-over-year increase in the proportion of online sales in the retail sector. Consequently, the burgeoning digital channels are fueling the advancement of AI within the customer experience market.
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Who Are the Dominant Companies Influencing Artificial Intelligence (AI) In Customer Experience Market Trends?
Major companies operating in the AI in customer experience market are Google LLC, Microsoft Corporation, Amazon Web Service, International Business Machines Corporation, Oracle Corporation, SAP SE, Salesforce Inc., Nvidia Corporation, Adobe Inc., Avaya LLC, NICE Ltd., Nuance Communications Inc., Zendesk Inc., Genesys Cloud Services Inc., Pegasystems Inc., Qualtrics LLC, Verint Systems Inc., Sprinklr Inc., Aptean Limited, Freshworks Inc., Medallia Inc., Hootsuite Inc., Servion Global Solutions Ltd., Intercom Inc., Ada Support Inc.
How Is the Artificial Intelligence (AI) In Customer Experience Market Evolving?
Leading firms in the AI in customer experience market are innovating AI-driven assistants to boost customer relationship management (CRM) functionalities. This provides an enhanced customer experience by giving quick, precise responses to inquiries, tailoring engagement using user-related data, and adeptly managing daily tasks, consequently improving satisfaction and streamlined operations. For instance, Salesforce, a renowned software firm in the US, introduced its AI-driven assistant, Einstein Copilot, in September 2023. Einstein Copilot takes customer experience to the next level by utilizing AI to facilitate personalized engagement and automate various tasks within Salesforce's CRM system. It is designed to enable sales, service, marketing, and commerce teams to operate more effectively by fast-tracking deal finalizations, simplifying case resolutions, making campaign creation easier, and aiding in e-commerce tasks.
What Are the Different Segmentations in the Artificial Intelligence (AI) In Customer Experience Market?
The artificial intelligence (AI) in customer experience market covered in this report is segmented -
1) By Component: Solution, Services
2) By Deployment Mode: Cloud-Based, On-Premise
3) By Organization Size: Large Enterprises, Small And Medium-Sized Enterprises (SMEs)
4) By Application: Chatbots And Virtual Assistants, Sentiment Analysis, Customer Behavior Analytics, Personalized Recommendations, Other Applications
5) By Industry Vertical: Retail And E-commerce, Banking, Financial Services, And Insurance (BFSI), Information Technology (IT) And Telecommunications, Healthcare, Travel And Hospitality, Media And Entertainment, Other Industry Verticals
Subsegments:
1) By Solution: AI-Powered Chatbots And Virtual Assistants, Sentiment Analysis Tools, Personalization Engines, Predictive Analytics For Customer Behavior, Customer Journey Mapping Tools, Voice And Speech Recognition Systems, AI-Based Recommendation Engines, AI-Driven Customer Feedback Analysis
2) By Services: AI Integration And Implementation Services, Consulting Services For Customer Experience Strategy, AI Model Training And Customization Services, Data Analytics And Reporting Services, Managed Services For AI-Powered Customer Experience, Post-Implementation Support And Maintenance, Customer Experience Optimization Services
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Which Region Is at the Forefront of the Artificial Intelligence (AI) In Customer Experience Market?
North America was the largest region in the artificial intelligence (AI) in customer experience market in 2024. The regions covered in the artificial intelligence (AI) in customer experience market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.
What Is Covered In The Artificial Intelligence (AI) In Customer Experience Global Market Report?
- Market Size Analysis: Analyze the Artificial Intelligence (AI) In Customer Experience Market size by key regions, countries, product types, and applications.
- Market Segmentation Analysis: Identify various subsegments within the Artificial Intelligence (AI) In Customer Experience Market for effective categorization.
- Key Player Focus: Focus on key players to define their market value, share, and competitive landscape.
- Growth Trends Analysis: Examine individual growth trends and prospects in the Market.
- Market Contribution: Evaluate contributions of different segments to the overall Artificial Intelligence (AI) In Customer Experience Market growth.
- Growth Drivers: Detail key factors influencing market growth, including opportunities and drivers.
- Industry Challenges: Analyze challenges and risks affecting the Artificial Intelligence (AI) In Customer Experience Market.
- Competitive Developments: Analyze competitive developments, such as expansions, agreements, and new product launches in the market.
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