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チャットボット 2018-2023年:小売業、eコマース、バンキング&医療

Chatbots

Retail, eCommerce, Banking & Healthcare 2018-2023

 

出版社 出版年月電子媒体価格
Juniper Research
ジュニパーリサーチ社
2018年7月GBP2,250
完全版(PDF+Excel)

サマリー

このレポートはチャットボット市場を調査し、市場機会や動向、ベンチマーク産業予測などを掲載しています。

主な掲載内容

地域別市場予測

  • ブラジル
  • カナダ
  • 中国
  • デンマーク
  • フランス
  • ドイツ
  • インド
  • 日本
  • ノルウェー
  • ポルトガル
  • ロシア
  • スペイン
  • 韓国
  • スウェーデン
  • 英国
  • 米国

セクター別予測:チャットボットとチャットボットアプリのアクセス数、広告費、短縮時間、関連収益と経費削減額

  • バンキング
  • eコマース&小売り
  • 医療
  • ソーシャル

セクター影響分析

  • マネタイゼーション機会
  • ポテンシャルユーザベース
  • 顧客の信用
  • 経費削減の影響
  • 規制

ベンチマーク産業予測

  • チャットボットの添い支出
  • 広告費
  • カスタマーサービス事業者のコスト削減
  • エンドユーザの短縮時間

 

Overview

Juniper’s Chatbots research investigates the current state of the market; providing a comprehensive examination of this sector. The research looks at 5 major industries in depth; assessing the potential impact of chatbot implementation, based on factors such as monetisation potential, cost savings, reach and the regulatory landscape.
 
The study also contains insightful player analysis of leading Chatbot Development Tool vendors, alongside key expectations for stakeholders in the industry and Juniper’s Vendor Leaderboard; focusing on AI criterion.
 
The research gives in-depth coverage of the following key markets:
 

  • Banking & Finance
  • Commerce & Retail
  • Healthcare
  • Travel & Hospitality
  • Insurance

 
The research includes:

  • Market Trends & Opportunities (PDF)
  • 5 Year Market Sizing & Forecast Spreadsheet (PDF & Excel)

Key Features

  • Sector Impact Analysis: Investigates chatbot impact across 5 key industry verticals, with analysis of the following criteria:
    • Monetisation Opportunities
    • Potential User Base
    • Consumer Trust
    • Cost Saving Impact
    • Regulation
  • Sector Dynamics: In-depth analysis of the evolving chatbot landscape, including:
    • Key developments in the chatbot ecosystem
    • Market forces impacting chatbot evolution and take-up
    • Chatbot Threat Matrix in terms of present and future market challenges
  • Juniper Leaderboard: In-depth analysis of 15 Chatbot Development Tool vendors driving chatbot development, including their products, future strategies and AI capabilities.
  • Benchmark Industry Forecasts for Chatbots: Provided across SMS, web browser, discrete applications and messaging applications, quantifying the following indicators:
    • Total Chatbot Spend
    • Advertising Spend
    • Customer Service Provider Cost Savings
    • End User Time Savings

Key Questions

  1. What are the opportunities in terms of cost savings and monetisation from chatbot enablement?
  2. Which industries stand to benefit most from chatbot implementation?
  3. How is the chatbot ecosystem landscape developing?
  4. What are the key market forces impacting the chatbot market?
  5. Which key Chatbot Development Tool players are well positioned to influence the market over the next 5 years?

Companies Referenced

Allianz, Amazon, Asiana Airlines, Baidu, BotChain, Botkit, Botsify, Bottr, Chatfuel, Cleo, Conversable, EnCirca, Facebook, FSB (Financial Stability Board), GitHub, Google, Gupshup, HP, IBM, Ikea, Kik, KPMG, Lemonade, LINE, Macy’s, ManyChat, Massively AI, Mastercard, Microsoft, NHS, Octane AI, Pandorabots, Rasa, RBC, Slack, so-sure, Stack Overflow, Taco Bell, Telefonica, Telegram, Tencent, Twillio, Uber, UPS, WeChat, WhatsApp, Wit.ai, Yahoo.

Data & Interactive Forecast

Juniper’s Chatbot forecast suite includes:

  • Data splits for 8 key global regions in addition to country breakdowns for:
    • Brazil
    • Canada
    • China
    • Denmark
    • France
    • Germany
    • India
    • Japan
    • Norway
    • Portugal
    • Russia
    • Spain
    • South Korea
    • Sweden
    • UK
    • US
  • Total chatbots and chatbot apps accessed, advertising spend, time saved and total spend and savings, split by sector:
    • Banking
    • eCommerce & Retail
    • Healthcare
    • Social
  • Usage across SMS, web browser, discrete applications and messaging applications.
  • Interactive Scenario Tool allowing users to manipulate Juniper’s data for 7 different metrics.
  • Access to the full set of forecast data of 187 tables and over 33,660 datapoints.

Juniper Research’s highly granular IFxls (Interactive Excels) enable clients to manipulate Juniper’s forecast data and charts to test their own assumptions using the Interactive Scenario Tool, and compare select markets side by side in customised charts and tables. IFxls greatly increase clients’ ability to both understand a particular market and to integrate their own views into the model.

Regions:
8 Key Regions - includes North America, Latin America, West Europe, Central & East Europe, Far East & China, Indian Subcontinent, Rest of Asia Pacific and Africa & Middle East
 
Countries:
Brazil, Canada, China, Denmark, France, Germany, India, Japan, South Korea, Norway, Portugal, Russian Federation, Spain, Sweden, UK, USA

 



目次

 

※2017年版の目次です。2018年版はお問い合わせ下さい。

 

Table of Contents

1. The Chatbot Industry

1.1 Introduction ...................................................................................... 5
  Figure 1.1: Brief History of Chatbots (1966 to present) ......................................... 5
1.2 Current Market Status ..................................................................... 6
  Figure 1.2: Juniper Phased Evolution Model ? Messaging Chatbots ..................... 6
1.3 The Chatbot Ecosystem .................................................................. 7
  Figure 1.3: Chatbot Market Players ...................................................................... 7
  i. Case Study: Chatbots for Messenger................................................................. 8
 ii. Weaknesses ..................................................................................................... 8
1.3.1 The State of AI (Artificial Intelligence) & NLP (Natural
 Language Processing) .......................................................................... 8
1.3.2 Key Drivers in the Chatbot Market ............................................ 10
1.3.3 Issues Facing the Chatbot Market............................................. 11
  Figure 1.4: Mobile Chatbot Hurdles .................................................................... 11
1.4 Chatbot Sector Analysis ............................................................... 13
1.4.1 Chatbots: Key Sectors ............................................................... 13
  Figure 1.5: Overview of Chatbots, Developer Platforms & Associated
 Capabilities ......................................................................................................... 13
1.4.2 Messaging Applications ............................................................. 14
  i. Chatbot OTT Messenger Player Overview ....................................................... 14
1.4.3 Social Chatbots ........................................................................... 14
  Figure 1.6: Kanye West Bot on Facebook Messenger ........................................ 15
  Figure 1.7: SimSimi Conversation Deterioration ................................................. 15
  i. Sector Outlook: 2017 & Beyond ....................................................................... 15
1.4.4 Commerce & Retail ..................................................................... 16
  i. Bot Use for Retail ............................................................................................ 16
  Figure 1.8: Dom the Pizza Bot in Action ............................................................. 16
  Figure 1.9: 1-800-Flowers on Facebook Messenger .......................................... 17
  Figure 1.10: Bot Offerings: Subway, Cheesecake Factory & FreshDirect ........... 17
 ii. Targeted Offers & Coupons ............................................................................ 18
  Figure 1.11: Event Navigation ? Chat Bot Example ............................................ 18
  iii. Benefits for Businesses ................................................................................. 18
  iv. Sector Outlook: 2017 & Beyond ..................................................................... 19
1.4.5 Banking & Finance ..................................................................... 19
  Figure 1.12: Mastercard’s ‘Masterpass’ .............................................................. 20
  i. Case Study: American Express: Amex Bot ...................................................... 20
 ii. Sector Outlook: 2017 & Beyond...................................................................... 20
1.4.6 Healthcare ................................................................................... 21
  Figure 1.13: Louise in Use for Patient Care ........................................................ 21
  i. Case Study: NHS ............................................................................................ 22
 ii. Sector Outlook: 2017 & Beyond...................................................................... 22
1.4.7 Customer Service ....................................................................... 22
  i. Sector Outlook: 2017 & Beyond ...................................................................... 22
1.5 Chatbot Business Models ............................................................. 23
1.5.1 Platform Strategies ? BaaS (Bots-as-a-Service) ...................... 23
  Figure 1.14: Chatbot Market ? Recent Platform Provider Market Movements ..... 23
  i. Case Study: Wit.ai ........................................................................................... 24
1.5.2 Bot Developer Monetisation Strategies .................................... 24
  i. Hosted Content & Sponsored Advertising........................................................ 24
 ii. Case Study: Kip .............................................................................................. 25
  iii. Subscriptions & Cost-per-conversation Fees .................................................. 25
  iv. VAS (Value Added Services) ......................................................................... 25
  v. Case Study: Kasisto ....................................................................................... 26

2. Total Market Forecasts: Chatbots

2.1 The Total Market for Chatbots ...................................................... 28
2.1.1 Introduction ................................................................................. 28
2.1.2 Total Chatbots & Chatbot Apps Accessed per Annum ........... 29
  Figure & Table 2.1: Total Chatbot & Chatbot Apps Accessed per Annum (m), Split
  by 8 Key Regions 2017-2022.............................................................................. 29
2.1.3 Total Revenues From Chatbots & Chatbot Applications ........ 30
  Figure & Table 2.2: Total Revenues from Chatbots & Chatbot Applications ($m),
  Split by 8 Key Regions 2017-2022 ...................................................................... 30
2.1.4 Total Advertising Spend on Chatbots & Chatbot
  Applications ......................................................................................... 31
  Figure & Table 2.3: Total Advertising Spend on Chatbots & Chatbot Applications
  ($m), Split by 8 Key Regions 2017-2022............................................................. 31
2.1.5 Total Cost Savings for Businesses from Chatbots & Chatbot
  Applications ......................................................................................... 32
  Figure & Table 2.4: Total Cost Savings for Businesses for Chatbots & Chatbot
  Applications ($m), Split by 8 Key Regions 2017-2022 ......................................... 32
  Figure & Table 2.5: Total Cost Savings for Businesses for Chatbots & Chatbot
  Applications (%), Split by Industry in 2022: $8.3 billion ....................................... 33
2.2 The Total Market for Messaging Application Chatbots .............. 34
2.2.1 Introduction ................................................................................. 34
  Figure 2.6: Methodology for Messaging Application Chatbots ............................. 34
2.2.2 Total Messaging Application Chatbots Accessed Which See
  Revenues Generated ........................................................................... 35
  Figure & Table 2.7: Total Messaging Application Chatbots Accessed per Annum
  Which See Revenues Generated (m), Split by 8 Key Regions 2017-2022 .......... 35
2.2.3 Total Revenues from Messaging Application Chatbots ......... 36
  Figure & Table 2.8: Total Revenues from Messaging Application Chatbots ($m),
  Split by 8 Key Regions 2017-2022 ..................................................................... 36
2.2.4 Total Time Saved from Messaging Chatbots ........................... 37
  Figure & Table 2.9: Total Time Saved from Messaging Application Chatbots
  (millions of hours), Split by 8 Key Regions 2017-2022........................................ 37
2.3 The Total Market for Discrete Application Chatbots .................. 38
2.3.1 Introduction ................................................................................. 38
  Figure 2.10: Methodology for Discrete Application Chatbots .............................. 38
2.3.2 Total Chatbot Enabled Applications Accessed per Annum ... 39
  Figure & Table 2.11: Total Chatbot Enabled Applications Accessed per Annum
  (m), Split by 8 Key Regions 2017-2022 .............................................................. 39
2.3.3 Total Revenues from Chatbot Enabled Applications .............. 40
  Figure & Table 2.12: Total Revenues from Chatbot Enabled Applications ($m),
  Split by 8 Key Regions 2017-2022 ..................................................................... 40
2.3.4 Total Advertising Spend on Chatbot Enabled Applications ... 41
  Figure & Table 2.13: Total Advertising Spend on Chatbot Enabled Applications
  ($m), Split by 8 Key Regions 2017-2022 ............................................................ 41
2.4 The Total Market for Web-Based Chatbots ................................. 42
2.4.1 Introduction ................................................................................. 42
  Figure 2.14: Methodology for Web-Based Chatbots ........................................... 42
2.4.2 Total Number of Chatbot Site Visits per Annum ..................... 43
  Figure & Table 2.15: Total Number of Chatbot Site Visits per Annum (m), Split by
  8 Key Regions 2017-2022 .................................................................................. 43
2.4.3 Total Retail Spend from Web-based Chatbots ........................ 44
  Figure & Table 2.16: Total Retail Spend from Web-based Chatbots ($m), Split by
  8 Key Regions 2017-2022 .................................................................................. 44
2.4.4 Total Time Saved from Web-based Chatbots........................... 45
  Figure & Table 2.17: Total Time Saved from Web-based Chatbots in Hours (m),
  Split by 8 Key Regions 2017-2022 ...................................................................... 45
2.4.5 Total Advertising Spend on Web-based Chatbots .................. 46
  Figure & Table 2.18: Total Advertising Spend on Web-based Chatbots ($m), Split
  by 8 Key Regions 2017-2022.............................................................................. 46
2.5 Total Market for SMS Chatbots..................................................... 47
  Figure 2.19: Methodology for SMS Chatbots ...................................................... 47
2.5.1 Total A2P Messages Sent which are from Chatbot
  Interactions........................................................................................... 48
  Figure & Table 2.20: Total Number of A2P Messages Sent as a Result of Chatbot
  Interactions per Annum (m), Split by 8 Key Regions 2017-2022 ......................... 48

 

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