Chatbot Market Analysis by Application (Customer engagement and support, Data Privacy, etc.), By Deployment (Cloud and On-premises), By Verticals (Healthcare, BFSI, Telecom among others), By organization size (Small, medium-sized, and large enterprises), and By Geography (dominated by North America and Europe) – Global Drivers, Restraints, Opportunities, Trends, and Forecast up to 2026

  • September, 2020
  • Domain: ICT - smart technologies
Pages: 108
Tables: 78
Charts: 118
Regions/Countries: 4/9
Companies: 18
Enquiry Hours: 10
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A chatbot is an artificial intelligence (AI) driven computer program deployed for interaction. It is commonly known as a ‘conversational agent’ as it simulates human speech for interacting with its user. It enables this communication through texts, audio, or telephone. They can mimic real-life conversations and are therefore used in various sectors such as telecom, healthcare, banking, media, travel & tourism, etc. They play a key role in allowing companies to reach out to their customers to describe the key information of the organization or to resolve queries of the customers by being available 24*7. There has been a rise in its usage as they have multiple advantages that encourage investments in this industry, which in turn boosts its market growth.  The market for Chatbots is expected to grow at a CAGR of 29.10%, with a value expecting to reach $16.85 billion by 2026.

Research Methodology:

The chatbot market has been analyzed by utilizing the optimum combination of secondary sources and in-house methodology, along with an irreplaceable blend of primary insights. The real-time assessment of the market is an integral part of our market sizing and forecasting methodology. Our industry experts and panel of primary participants have helped in compiling relevant aspects with realistic parametric estimations for a comprehensive study. The participation share of different categories of primary participants is given below:

Chatbot Market

This report provides an overall understanding of the Chatbot market by carefully analyzing its stakeholders and various domains under it.

  • Based on Application
  • Customer Engagement
  • Customer Support
  • Employee Engagement
  • Data Privacy and Compliance
  • Branding and Advertisement
  • Personal Assistant

The Chatbot market based on application mainly comprises customer engagement and support under various verticals. It is an effective tool to engage customers and retain them. It’s also quite useful in collecting data, and also for advertising products and services. The fact that it can be used as a personal assistant is one of the main reasons for its popularity in the present times. These devices have improved the speech recognition considerably by also communicating in the native languages, which has therefore resulted in the wide usage of Chatbots in various applications.

  • Based on Deployment
  • Cloud
  • On-premises

The on-premise deployment model is the most popular one, and it held a dominant market share in 2019 and is expected to maintain this position over the forecast period. The on-premise model allows the companies to have a better user experience and security of data. It can also examine all the Chatbot interactions within the company.


  • Based on Verticals
  • Healthcare
  • Telecom
  • BFSI
  • Development Sector
  • Travel & Tourism
  • Media & Entertainment

The banking sector has been one of the main users of chatbots for catering to such large customers and building its relations with them. The other sectors have also adopted Artificial Intelligence tools to focus on bringing customer satisfaction. It is also useful in the healthcare industry for people suffering from diseases such as Alzheimer's.

  • Based on Organization size
  • Small and Medium-sized Enterprises
  • Large Enterprises


Small and Medium-sized enterprises are increasingly shifting towards conversational user interfaces that are possible through Chatbots.

  • Based on Region
  • North America
  • Europe
  • Asia-Pacific
  • Rest of the world

North America is expected to hold the largest market share during the forecast period. Also, the Asia-pacific region is the emerging market registering high growth, mainly due to the large population base.

There are certain limitations of Chatbots. As Chatbots are fed with specific data sets, it is possible for them to fail to understand or fully cater to the customers’ questions. The use of Chatbot solutions is increasing among various industries; there still remain challenges in effectively utilizing Chatbots solutions mainly due to the limited awareness regarding it. Moreover, the cost of introducing Chatbots in the enterprises is quite high, which might limit the adoption of such systems in Small and Medium-sized Enterprises (SMEs).

Nevertheless, Chatbots are the future of the world.  The present COVID induced crises have led to minimum human interaction, and many have chosen the option to continue catering to customer demand by using highly-efficient Chatbots. They are also likely to revolutionize the education sector in the future as more and more learning goes online.  

The study also includes the analysis of major players in the Chatbot market. Some of the major players consist of Yellow Messenger, Passage AI, Cognicor, Conversica, Kevit,,, Yekaliva, Gupshup, Contus, and Google, among others. This report will also be useful in understanding key market trends and dynamics. The qualitative and quantitative analysis will enhance the user experience of the report.

● The competitive analysis of the major players enables users to understand various strategies of product innovation, partnerships, and gaining market share.

● This report also provides the portfolio analysis, capability analysis of the leading players.

● The quantitative analysis of this market enables users to understand the rationale of the market growth across various domains. 

1. Executive Summary

2. Industry Outlook

2.1. Industry Overview

2.2. Industry Trends

3. Market Snapshot

3.1. Total Adressable Market

3.2. Segment Addressable Market

3.2.1. PEST Analysis

3.2.2. Porter Five Forces

3.3. Related Markets

3.4. Ecosystem

4. Market Outlook

4.1. Overview

4.1.1. Market Evolution

4.2. Market Trends and Impact

4.3. Pricing Analysis

4.4. Market Segmentation

4.5. Market Dynamics

4.5.1. Drivers

4.5.2. Restraints

4.5.3. Opportunities

4.6. DRO - Impact Analysis

5. Deployment Model: Market Size & Analysis

5.1. Overview

5.2. On-premises

5.3. Cloud

6. Vertical: Market Size & Analysis

6.1. Overview

6.2. Healthcare

6.3. Telecom

6.4. BFSI

6.5. Development Sector

6.6. Travel and Tourism

6.7. Media and Entertainment

7. Application: Market Size & Analysis

7.1. Overview

7.2. Customer Engagement and Retention

7.3. Data Privacy and Compliance

7.4. Employee Engagement

7.5. Branding and Advertisement

7.6. Personal Assistant

7.7. Customer Support

8. Organization Sizes: Market Size & Analysis

8.1. Overview

8.2. Small and Medium-sized Enterprises

8.3. Large Enterprises

9. Geography: Market Size & Analysis

9.1. Overview

9.2. North America

9.3. Europe

9.4. Asia Pacific

9.5. Rest of the World

10. Competitive Landscape

10.1. Competitor Comparison Analysis

10.2. Market Developments

10.2.1. Mergers and Acquisitions, Legal, Awards, Partnerships

10.2.2. Product Launches and execution

11. Vendor Profiles

11.1. Yellow Messenger

11.1.1. Overview

11.1.2. Business Units

11.1.3. Geographic Revenue

11.1.4. Product Offerings

11.1.5. Developments

11.1.6. Business Strategy


11.2.1. Overview

11.2.2. Business Units

11.2.3. Geographic Revenue

11.2.4. Product Offerings

11.2.5. Developments

11.2.6. Business Strategy

11.3. Conversica

11.3.1. Overview

11.3.2. Business Units

11.3.3. Geographic Revenue

11.3.4. Product Offerings

11.3.5. Developments

11.3.6. Business Strategy

11.4. Gupshup

11.4.1. Overview

11.4.2. Business Units

11.4.3. Geographic Revenue

11.4.4. Product Offerings

11.4.5. Developments

11.4.6. Business Strategy

11.5. Kevit

11.5.1. Overview

11.5.2. Business Units

11.5.3. Geographic Revenue

11.5.4. Product Offerings

11.5.5. Developments

11.5.6. Business Strategy


11.6.1. Overview

11.6.2. Business Units

11.6.3. Geographic Revenue

11.6.4. Product Offerings

11.6.5. Developments

11.6.6. Business Strategy

11.7. Contus

11.7.1. Overview

11.7.2. Business Units

11.7.3. Geographic Revenue

11.7.4. Product Offerings

11.7.5. Developments

11.7.6. Business Strategy


11.8.1. Overview

11.8.2. Business Units

11.8.3. Geographic Revenue

11.8.4. Product Offerings

11.8.5. Developments

11.8.6. Business Strategy

11.9. Kore.Ai

11.9.1. Overview

11.9.2. Business Units

11.9.3. Geographic Revenue

11.9.4. Product Offerings

11.9.5. Developments

11.9.6. Business Strategy

11.10. Passage AI

11.10.1. Overview

11.10.2. Business Units

11.10.3. Geographic Revenue

11.10.4. Product Offerings

11.10.5. Developments

11.10.6. Business Strategy

12. Companies to Watch

12.1. Landis+Gyr Ag

12.1.1. Overview

12.1.2. Market

12.1.3. Business Strategy

12.2. Aclara Technologies LLC

12.2.1. Overview

12.2.2. Market

12.2.3. Business Strategy

12.3. IBM

12.3.1. Overview

12.3.2. Market

12.3.3. Business Strategy

12.4. Nuance Communications

12.4.1. Overview

12.4.2. Market

12.4.3. Business Strategy

12.5. Google

12.5.1. Overview

12.5.2. Market

12.5.3. Business Strategy

12.6. AWS

12.6.1. Overview

12.6.2. Market

12.6.3. Business Strategy

12.7. Artificial Solutions

12.7.1. Overview

12.7.2. Market

12.7.3. Business Strategy

12.8. Inbenta Technologies

12.8.1. Overview

12.8.2. Market

12.8.3. Business Strategy

13. Analyst Opinion

14. Annexure

14.1. Report Scope

14.2. Market Definitions

14.3. Research Methodology

14.3.1. Data Collation and In-house Estimation

14.3.2. Market Triangulation

14.3.3. Forecasting

14.4. Report Assumptions

14.5. Declarations

14.6. Stakeholders

14.7. Abbreviations

Research Framework

Infoholic research works on a holistic 360° approach in order to deliver high quality, validated and reliable information in our market reports. The Market estimation and forecasting involves following steps:

  • Data Collation (Primary & Secondary)
  • In-house Estimation (Based on proprietary data bases and Models)
  • Market Triangulation
  • Forecasting

Market related information is congregated from both primary and secondary sources.

Primary sources

involved participants from all global stakeholders such as Solution providers, service providers, Industry associations, thought leaders etc. across levels such as CXOs, VPs and managers. Plus, our in-house industry experts having decades of industry experience contribute their consulting and advisory services.

Secondary sources

include public sources such as regulatory frameworks, government IT spending, government demographic indicators, industry association statistics, and company publications along with paid sources such as Factiva, OneSource, Bloomberg among others.

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