대화형 마케팅 소프트웨어 시장 : 시장 점유율 분석, 업계 동향 및 통계, 성장 예측(2026-2031년)

According to Mordor Intelligence, the conversational marketing software market size was valued at USD 10.17 billion in 2025 and estimated to grow from USD 11.76 billion in 2026 to reach USD 23.62 billion by 2031, at a CAGR of 15.65% during the forecast period (2026-2031).

This report is Segmented by Offering (Software, and Services), Deployment Model (Cloud, Hybrid, and On-Premises), Enterprise Size (Large Enterprises, and Small and Mid-Sized Enterprises), End Users (IT and Telecommunication, BFSI, Automotive and Transportation, Healthcare and Life Sciences, and More), and Geography. The Market Forecasts are Provided in Terms of Value (USD).

Global Conversational Marketing Software Market Trends and Insights

Real-Time Personalized Customer Engagement

Generic outreach is becoming less effective when buyers can move between product pages, messages, and sales conversations within minutes. The Conversational Marketing Software Market benefits when a platform identifies the purpose of a live visit and changes the conversation accordingly. Customer teams can use these interactions to offer relevant product information, route a request, or suggest a next step before a prospect leaves the channel. This makes the value of conversational tools less dependent on scheduled campaigns and more dependent on daily customer activity. Providers that work with live session data can become more closely embedded in revenue and service processes. Their role also expands when customers use the same platform for acquisition, support, and retention work.

AI-Powered Lead Qualification and Conversion

Automated qualification gives sales teams a way to respond to inbound interest without expanding their sales development staff at the same pace. Conversational software can collect basic requirements, identify buyer intent, schedule meetings, and direct a lead to the appropriate team. This can reduce delays during high-volume periods, especially when interest arrives outside standard business hours. Fin reported that its customer agent handled more than 2 million customer resolutions each week, showing the scale at which specialized agents can operate in customer-facing workflows. The commercial value depends on whether providers can connect conversations to a qualified pipeline and completed sales activity. Vendors that show this connection can compete on business outcomes rather than only on reduced manual work.

Data Privacy and Consent Management Complexity

Personalized conversations require access to customer histories, behavioral signals, and session information, which creates a direct need for clear consent and data controls. Organizations must explain how they use information, restrict collection to appropriate purposes, and support customers' rights over their data. These duties become harder when platforms retain conversation histories or use them to improve automated responses. The European Data Protection Board stated that organizations need a careful assessment of data protection issues when developing and using AI models. GDPR penalties can reach EUR 20 million (USD 22.6 million) or 4% of global annual revenue, whichever is higher. This risk can lengthen procurement reviews and favor providers that can show detailed governance processes.

Other drivers and restraints analyzed in the detailed report include:

1. Omnichannel Messaging Adoption
2. Generative AI and Multilingual Conversation Expansion
3. Legacy-System Integration and Data-Silo Friction

For complete list of drivers and restraints, kindly check the Table Of Contents.

Segment Analysis

Software accounted for 72.41% of the conversational marketing software market share in 2025. Buyers favor recurring software subscriptions because they can extend automation without matching increases in staff. The software layer supports agent creation, conversation management, channel connections, and customer-interaction review. Fin launched its API Platform in July 2026, giving developers and enterprises access to its conversational AI capabilities through an API.

Services are projected to expand at a 16.82% CAGR through 2031, faster than the Conversational Marketing Software Market. The segment covers implementation, configuration, model evaluation, prompt work, and human-handoff design. It remains important because a software purchase alone does not adequately prepare employees, clarify ownership of operations, or redesign customer processes. ISO/IEC 42001:2023 provides an AI management system framework for organizations seeking structured governance.

Cloud deployment held 68.19% share in 2025. It supports scalable computing, faster updates, and a common administrative environment for changing customer demand. LivePerson's Google Cloud Marketplace availability in 2025 showed how marketplace distribution can simplify procurement for existing cloud users. Cloud remains the practical default where customer security and data residency policies permit it.

Hybrid deployment is projected to expand at a 16.34% CAGR through 2031. It allows regulated organizations to retain selected data, controls, or systems while using cloud capacity for other functions. This approach is relevant to financial services, health care, government, and customers with operations across different jurisdictions. On-premises deployment remains necessary for some defense, critical infrastructure, and air-gapped environments, but it has higher ownership costs and slower refresh cycles.

Complete Report Scope:

• By Offering
  • Software
  • Services
• By Deployment Model
  • Cloud
  • Hybrid
  • On-Premises
• By Enterprise Size
  • Large Enterprises
  • Small and Mid-sized Enterprises
• By End Users
  • IT and Telecommunication
  • BFSI
  • Automotive and Transportation
  • Healthcare and Life Sciences
  • Energy and Utilities
  • Industrial Manufacturing
  • Retail and E-commerce
  • Travel and Hospitality
  • Other End Users
• By Geography
  • North America
    • United States
    • Canada
    • Mexico
  • South America
    • Brazil
    • Argentina
    • Rest of South America
  • Europe
    • Germany
    • United Kingdom
    • France
    • Russia
    • Spain
    • Rest of Europe
  • Asia-Pacific
    • China
    • Japan
    • India
    • South Korea
    • Southeast Asia
    • Rest of Asia-Pacific
  • Middle East and Africa
    • Middle East
      • Saudi Arabia
      • United Arab Emirates
      • Rest of Middle East
    • Africa
      • South Africa
      • Nigeria
      • Rest of Africa

Geography Analysis

North America held 37.63% of the conversational marketing software market share in 2025. The region benefits from a dense base of business-to-business software vendors and an established customer relationship management infrastructure. Existing Salesforce, HubSpot, and Marketo environments can reduce integration work. Salesforce signed a definitive agreement in June 2026 to acquire Fin, indicating the growing role of conversational agents within customer relationship management platforms. The United States remains the main source of regional demand, while Canada is developing as privacy standards encourage local cloud capabilities.

Asia-Pacific is projected to expand at a 16.85% CAGR through 2031. WhatsApp, Line, WeChat, KakaoTalk, and Zalo create a fragmented messaging environment, underscoring the value of coordinated customer interactions. Mobile-first behavior and e-commerce expansion support conversational commerce across the region. India adds demand through its large digital customer base and evolving customer data management requirements. China, Japan, and South Korea remain important investment centers, while Indonesia, Vietnam, Thailand, the Philippines, and Malaysia offer further messaging-led growth opportunities.

Europe is a significant revenue base, led by Germany, the United Kingdom, and France. GDPR and the EU AI Act increase scrutiny of transparency, data minimization, and human oversight. The Conversational Marketing Software Market must meet these expectations to compete for regulated European accounts. The European Data Protection Board has highlighted data protection issues related to AI models, including the need for appropriate safeguards. South America offers emerging potential through Brazil and Argentina, while Saudi Arabia, the United Arab Emirates, Nigeria, and South Africa support earlier-stage demand in Middle East and Africa.

1. Intercom
2. Manychat, Inc.
3. LivePerson, Inc.
4. iAdvize
5. Qualified.com, Inc.
6. Conversica, Inc.
7. Saleswhale Pte. Ltd.
8. Whisbi Technologies, S.L.
9. Snaps Media, Inc.
10. Verloop Technology Solutions Private Limited
11. Automat Technologies, Inc.
12. Spectrm GmbH
13. Audiense Co.
14. Zoovu Ltd.
15. Crisp IM SAS
16. Chatfuel
17. Customers.ai, Inc.
18. Tidio Ltd.
19. Landbot.io, S.L.
20. MobileMonkey, Inc.
21. Dashly LLC
22. Botpress Technologies Inc.

Additional Benefits:

• The market estimate (ME) sheet in Excel format
• 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

• 1.1 Study Assumptions and Market Definition
• 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET LANDSCAPE

• 4.1 Market Overview
• 4.2 Market Drivers
  • 4.2.1 Real-Time Personalized Customer Engagement
  • 4.2.2 AI-Powered Lead Qualification and Conversion
  • 4.2.3 Omnichannel Messaging Adoption
  • 4.2.4 Generative AI and Multilingual Conversation Expansion
  • 4.2.5 API-Based Revenue-Operations Integration
  • 4.2.6 Lower Inference Costs Enabling Mid-Market Adoption
• 4.3 Market Restraints
  • 4.3.1 Data Privacy and Consent Management Complexity
  • 4.3.2 Legacy-System Integration and Data-Silo Friction
  • 4.3.3 Hallucination, Brand-Safety, and Misrouting Risk
  • 4.3.4 Escalating LLM Inference and Human-Handoff Costs
• 4.4 Impact of Macroeconomic Factors on the Market
• 4.5 Industry Value-Chain Analysis
• 4.6 Technology Outlook
• 4.7 Regulatory Landscape
• 4.8 Porter's Five Forces Analysis
  • 4.8.1 Threat of New Entrants
  • 4.8.2 Bargaining Power of Suppliers
  • 4.8.3 Bargaining Power of Buyers
  • 4.8.4 Threat of Substitutes
  • 4.8.5 Intensity of Competitive Rivalry

5 MARKET SIZE AND GROWTH FORECASTS (VALUE)

• 5.1 By Offering
  • 5.1.1 Software
  • 5.1.2 Services
• 5.2 By Deployment Model
  • 5.2.1 Cloud
  • 5.2.2 Hybrid
  • 5.2.3 On-Premises
• 5.3 By Enterprise Size
  • 5.3.1 Large Enterprises
  • 5.3.2 Small and Mid-sized Enterprises
• 5.4 By End Users
  • 5.4.1 IT and Telecommunication
  • 5.4.2 BFSI
  • 5.4.3 Automotive and Transportation
  • 5.4.4 Healthcare and Life Sciences
  • 5.4.5 Energy and Utilities
  • 5.4.6 Industrial Manufacturing
  • 5.4.7 Retail and E-commerce
  • 5.4.8 Travel and Hospitality
  • 5.4.9 Other End Users
• 5.5 By Geography
  • 5.5.1 North America
    • 5.5.1.1 United States
    • 5.5.1.2 Canada
    • 5.5.1.3 Mexico
  • 5.5.2 South America
    • 5.5.2.1 Brazil
    • 5.5.2.2 Argentina
    • 5.5.2.3 Rest of South America
  • 5.5.3 Europe
    • 5.5.3.1 Germany
    • 5.5.3.2 United Kingdom
    • 5.5.3.3 France
    • 5.5.3.4 Russia
    • 5.5.3.5 Spain
    • 5.5.3.6 Rest of Europe
  • 5.5.4 Asia-Pacific
    • 5.5.4.1 China
    • 5.5.4.2 Japan
    • 5.5.4.3 India
    • 5.5.4.4 South Korea
    • 5.5.4.5 Southeast Asia
    • 5.5.4.6 Rest of Asia-Pacific
  • 5.5.5 Middle East and Africa
    • 5.5.5.1 Middle East
      • 5.5.5.1.1 Saudi Arabia
      • 5.5.5.1.2 United Arab Emirates
      • 5.5.5.1.3 Rest of Middle East
    • 5.5.5.2 Africa
      • 5.5.5.2.1 South Africa
      • 5.5.5.2.2 Nigeria
      • 5.5.5.2.3 Rest of Africa

6 COMPETITIVE LANDSCAPE

• 6.1 Market Concentration
• 6.2 Strategic Moves
• 6.3 Market Share Analysis
• 6.4 Company Profiles (includes Global Level Overview, Market Level Overview, Core Segments, Financials as available, Strategic Information, Market Rank/Share, Products and Services, Recent Developments)
  • 6.4.1 Intercom
  • 6.4.2 Manychat, Inc.
  • 6.4.3 LivePerson, Inc.
  • 6.4.4 iAdvize
  • 6.4.5 Qualified.com, Inc.
  • 6.4.6 Conversica, Inc.
  • 6.4.7 Saleswhale Pte. Ltd.
  • 6.4.8 Whisbi Technologies, S.L.
  • 6.4.9 Snaps Media, Inc.
  • 6.4.10 Verloop Technology Solutions Private Limited
  • 6.4.11 Automat Technologies, Inc.
  • 6.4.12 Spectrm GmbH
  • 6.4.13 Audiense Co.
  • 6.4.14 Zoovu Ltd.
  • 6.4.15 Crisp IM SAS
  • 6.4.16 Chatfuel
  • 6.4.17 Customers.ai, Inc.
  • 6.4.18 Tidio Ltd.
  • 6.4.19 Landbot.io, S.L.
  • 6.4.20 MobileMonkey, Inc.
  • 6.4.21 Dashly LLC
  • 6.4.22 Botpress Technologies Inc.

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-Space and Unmet-Need Assessment