봇 서비스 : 시장 점유율 분석, 업계 동향과 통계, 성장 예측(2026-2031년)

According to Mordor Intelligence, bot services market size market size in 2026 is estimated at USD 5.11 billion, growing from 2025 value of USD 3.89 billion with 2031 projections showing USD 19.82 billion, growing at 31.20% CAGR over 2026-2031.

This report is Segmented by Deployment Channel (Website (Web-Based), Mobile Application (In-App), and More), Product Type (Text-Based Chatbots, Voice Assistants, and More), End-User Industry (Retail and ECommerce, BFSI, IT and Telecom, and More), Organization Size (SMEs and Large Enterprises), and Geography. The Market Forecasts are Provided in Terms of Value (USD).

Global Bot Services Market Trends and Insights

Proliferation of messaging-app APIs

Standardized APIs from WhatsApp, Messenger, and enterprise collaboration suites now let companies embed bots directly into the channels customers already use. Microsoft tallied a 130% quarter-over-quarter jump in custom agents built via Copilot Studio, illustrating how low-friction integration accelerates adoption. As API economies of scale grow, cost barriers for smaller firms subside, which explains why SMEs are the fastest-growing user group.

Generative-AI breakthroughs lowering cost of NLP

Pre-trained transformer models eliminate the need for custom NLP pipelines. Azure AI revenue climbed at a 175% year-over-year pace and contributed 16 percentage points to overall Azure growth in 2025. Similar momentum at Google Cloud underscores that enterprises prefer to rent advanced language capabilities rather than build them from scratch, compressing time-to-value for new bot deployments.

Legacy-system integration complexity

Mainframe-centric banks and health providers face steep interface development and security-testing cycles when grafting modern conversational layers onto decades-old cores. Microsoft's 2024 Midnight Blizzard incident showed how compromised credentials in one system can expose data flowing into bot pipelines, reaffirming the need for rigorous hardening.

Other drivers and restraints analyzed in the detailed report include:

1. 24/7 customer-engagement demand across industries
2. Sector-specific LLM platforms (health, legal, etc.)
3. Data-privacy and compliance hurdles

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

Segment Analysis

Website bots held the largest 41.25% revenue slice in 2025, underscoring enduring desktop traffic. Yet mobile applications are on track for a 32.43% CAGR as smartphone-first behavior dominates customer support touchpoints. Enterprises now orchestrate threads that begin inside an app, hop to SMS, and finish with an emailed transcript, preserving conversation state across platforms. Context hand-off relies on unified customer-data layers that tag each interaction with a persistent identifier, mitigating fragmentation. Retailers favor in-app bots that surface order statuses or process returns without redirecting users to external pages, while airlines embed voice-to-text agents to handle itinerary changes hands-free. These scenarios showcase how mobile channels lower abandonment rates and boost Net Promoter Scores. Voice and IVR remain staples in call centers but increasingly plug into the same AI backbone, letting companies train a single intent model that serves text and speech alike. The convergence of these endpoints positions mobile as the linchpin in omnichannel design, steering budget allocation toward SDKs and push-notification orchestration.

Text-based chatbots, bolstered by years of enterprise proof-points, generated 47.20% of 2025 revenue, yet generative-AI agents are climbing at 32.05% CAGR as firms prize contextual reasoning. Patent activity mirrors the shift: generative-AI filings ballooned from 733 in 2014 to more than 14,000 in 2023. With the bot services market size for generative-AI agents projected to outpace legacy scripted bots, vendors are fast-tracking retrieval-augmented generation (RAG) features to curb hallucinations. Voice assistants and smart-speaker deployments anchor smart-home ecosystems, but corporate uptake remains niche relative to chat-first interfaces. Most enterprises therefore blend modular NLP engines, often licensed via API calls, into in-house user-experience layers. This architecture gives teams flexibility to swap or stack models as accuracy, cost, or data-sovereignty requirements change.

Complete Report Scope:

• By Deployment Channel
  • Website (Web-based)
  • Mobile Application (In-app)
  • Social / Messaging Platforms
  • Voice / IVR Customer-Care
  • Email and In-Product Widgets
• By Product Type
  • Text-based Chatbots
  • Voice Assistants
  • Smart Speakers / IoT Hubs
  • NLP Engine Licensing
  • Generative-AI Agents
• By End-User Industry
  • Retail and eCommerce
  • BFSI
  • Healthcare and Life-Sciences
  • IT and Telecom
  • Travel and Hospitality
  • Government and Public Sector
  • Manufacturing and Logistics
• By Organisation Size
  • Small and Mid-sized Enterprises (SMEs)
  • Large Enterprises
• By Geography
  • North America
    • United States
    • Canada
    • Mexico
  • South America
    • Brazil
    • Argentina
    • Rest of South America
  • Europe
    • Germany
    • France
    • United Kingdom
    • Italy
    • Rest of Europe
  • Asia-Pacific
    • China
    • India
    • Japan
    • Rest of Asia-Pacific
  • Middle East
    • Saudi Arabia
    • United Arab Emirates
    • Turkey
    • Rest of Middle East
  • Africa
    • South Africa
    • Nigeria
    • Rest of Africa

Geography Analysis

North America accounted for 30.15% of 2025 revenue, buoyed by mature cloud footprints and robust capital expenditure on AI infrastructure. Microsoft reported USD 245 billion in FY 2024 sales, with cloud revenue topping USD 135 billion on 23% growth, reflecting boardroom urgency to monetize AI workloads. The United States, in particular, benefits from clear intellectual-property frameworks; the USPTO's 2024 guidelines on AI patent eligibility have streamlined filings, encouraging proprietary bot innovations.

Asia Pacific is registering the fastest 32.50% CAGR, powered by sizable government grants and a burgeoning developer ecosystem. China's conversational-AI spend is projected to rise from USD 1.05 billion in 2023 to USD 5.19 billion by 2030, while Singapore's SGD 1 billion AI stimulus and South Korea's KRW 710.2 billion innovation fund are mobilizing public-private partnerships. India's nationwide IndiaAI Mission targets USD 500 billion digital-economy value by 2025, embedding ethical-AI guidelines within every pilot to accelerate trust-based rollout.

Europe's outlook remains regulatory-led. The EU AI Act, live since August 2024, obliges high-risk bot applications to submit conformity assessments before go-live, nudging enterprises toward providers that can furnish audit-ready documentation. Although compliance costs can curb short-term spending, they ultimately raise the switching barrier, cementing vendor-customer ties. Elsewhere, early-stage adoption is emerging in the Gulf Cooperation Council as governments deploy Arabic-language citizen portals, but infrastructure gaps continue to prolong deployment cycles across large parts of Africa.

1. Amazon Web Services
2. Microsoft
3. Google
4. IBM
5. Oracle
6. Meta (Facebook)
7. Nuance Communications
8. SAP
9. Salesforce
10. Twilio
11. Zendesk
12. LivePerson
13. Kore.ai
14. Yellow.ai
15. Intercom
16. Drift
17. Ada Support
18. ServiceNow
19. Haptik
20. Chatfuel
21. Baidu (DuerOS)

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 Proliferation of messaging-app APIs
  • 4.2.2 Generative-AI breakthroughs lowering cost of NLP
  • 4.2.3 24/7 customer-engagement demand across industries
  • 4.2.4 Sector-specific LLM platforms (health, legal, etc.)
  • 4.2.5 No-/low-code bot builders embedded in SaaS stacks
  • 4.2.6 Conversational-commerce monetisation and embedded payments
• 4.3 Market Restraints
  • 4.3.1 Legacy-system integration complexity
  • 4.3.2 Data-privacy and compliance hurdles
  • 4.3.3 Free generative bots shrinking willingness-to-pay
  • 4.3.4 Hallucination and brand-risk from biased algorithms
• 4.4 Industry Value Chain Analysis
• 4.5 Regulatory Landscape
• 4.6 Technological Outlook
• 4.7 Porter's Five Forces Analysis
  • 4.7.1 Bargaining Power of Suppliers
  • 4.7.2 Bargaining Power of Buyers
  • 4.7.3 Threat of New Entrants
  • 4.7.4 Threat of Substitutes
  • 4.7.5 Intensity of Competitive Rivalry
• 4.8 Investment Analysis
• 4.9 Impact of Macroeconomic Factors

5 MARKET SIZE AND GROWTH FORECASTS (VALUE)

• 5.1 By Deployment Channel
  • 5.1.1 Website (Web-based)
  • 5.1.2 Mobile Application (In-app)
  • 5.1.3 Social / Messaging Platforms
  • 5.1.4 Voice / IVR Customer-Care
  • 5.1.5 Email and In-Product Widgets
• 5.2 By Product Type
  • 5.2.1 Text-based Chatbots
  • 5.2.2 Voice Assistants
  • 5.2.3 Smart Speakers / IoT Hubs
  • 5.2.4 NLP Engine Licensing
  • 5.2.5 Generative-AI Agents
• 5.3 By End-User Industry
  • 5.3.1 Retail and eCommerce
  • 5.3.2 BFSI
  • 5.3.3 Healthcare and Life-Sciences
  • 5.3.4 IT and Telecom
  • 5.3.5 Travel and Hospitality
  • 5.3.6 Government and Public Sector
  • 5.3.7 Manufacturing and Logistics
• 5.4 By Organisation Size
  • 5.4.1 Small and Mid-sized Enterprises (SMEs)
  • 5.4.2 Large Enterprises
• 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 France
    • 5.5.3.3 United Kingdom
    • 5.5.3.4 Italy
    • 5.5.3.5 Rest of Europe
  • 5.5.4 Asia-Pacific
    • 5.5.4.1 China
    • 5.5.4.2 India
    • 5.5.4.3 Japan
    • 5.5.4.4 Rest of Asia-Pacific
  • 5.5.5 Middle East
    • 5.5.5.1 Saudi Arabia
    • 5.5.5.2 United Arab Emirates
    • 5.5.5.3 Turkey
    • 5.5.5.4 Rest of Middle East
  • 5.5.6 Africa
    • 5.5.6.1 South Africa
    • 5.5.6.2 Nigeria
    • 5.5.6.3 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 for key companies, Products and Services, and Recent Developments)
  • 6.4.1 Amazon Web Services
  • 6.4.2 Microsoft
  • 6.4.3 Google
  • 6.4.4 IBM
  • 6.4.5 Oracle
  • 6.4.6 Meta (Facebook)
  • 6.4.7 Nuance Communications
  • 6.4.8 SAP
  • 6.4.9 Salesforce
  • 6.4.10 Twilio
  • 6.4.11 Zendesk
  • 6.4.12 LivePerson
  • 6.4.13 Kore.ai
  • 6.4.14 Yellow.ai
  • 6.4.15 Intercom
  • 6.4.16 Drift
  • 6.4.17 Ada Support
  • 6.4.18 ServiceNow
  • 6.4.19 Haptik
  • 6.4.20 Chatfuel
  • 6.4.21 Baidu (DuerOS)

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-space and Unmet-need Assessment