북미 및 유럽의 챗봇 시장 : 시장 점유율 분석, 업계 동향 및 통계, 성장 예측(2026-2031년)

According to Mordor Intelligence, the North America and Europe Chatbot Market size was valued at USD 7.25 billion in 2025 and is estimated to grow from USD 8.67 billion in 2026 to reach USD 18.01 billion by 2031, at a CAGR of 15.74% during the forecast period (2026-2031).

This report is Segmented by Enterprise Size (Large Enterprises, and Small and Medium Enterprises), End-User Vertical (BFSI, Retail, Healthcare, and More), Architecture (Rule-based/NLU Chatbots, and More), Deployment Model (Cloud-Based, and On-Premise/Private Cloud), Communication Channel (Web and Mobile Apps, and More), and Geography. The Market Forecasts are Provided in Terms of Value (USD).

North America And Europe Chatbot Market Trends and Insights

CX Personalization Via Retrieval-Augmented Generation (RAG)

RAG lets chatbots query proprietary knowledge bases in real time, grounding answers in enterprise data instead of generic model weights. NVIDIA showed that adding vector databases cut factual errors by 68% in pilot projects. Microsoft enabled Azure AI Search indices inside Copilot Studio in mid-2025, which United Wholesale Mortgage uses to process 14,000 loan files monthly with limited human review. GDPR pushes European banks toward on-premise RAG stacks, boosting demand for vendors that deliver hybrid-cloud architectures. Accuracy and auditability now outrank sheer fluency, reshaping product roadmaps across the North America and Europe chatbot market.

EU Digital Services Act 24/7 Digital-Support Mandate

The Digital Services Act, fully enforceable for very large online platforms since February 2024, obliges continuous multilingual support, prompting platforms to deploy chatbots across 24 official EU languages. Germany's cybersecurity authority required that automated support systems log every interaction, favoring chatbot suites with compliance dashboards. U.S. firms serving EU users are adopting compliant architectures globally, exporting European standards across the North America and Europe chatbot market.

Token-Based API-Pricing Volatility

OpenAI raised ChatGPT-4 API fees by 15% in March 2025, while Anthropic shifted to tiered pricing, raising budgeting uncertainty for high-volume users. A European telecom disclosed tripled API spending year over year, prompting reviews of on-premise language-model deployment. Microsoft's credit-based pricing shows burn rates fluctuating by 300% depending on query length, pushing enterprises toward hybrid or open-source options to cap costs.

Other drivers and restraints analyzed in the detailed report include:

1. SaaS Ecosystem Embedding of ChatGPT and Claude APIs
2. Contact-Center Labor Shortages Push Automation
3. Fragmented Messaging-Platform Policies

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

Segment Analysis

Large enterprises contributed 54.81% revenue in 2025, underscoring their resources for deep CRM integration and multilingual support across the North America and Europe chatbot market size. Yet SMEs are forecast to grow 16.06% CAGR through 2031, fueled by low-code builders that cut launch times from weeks to hours. Microsoft noted that 40% of the 160,000 Copilot Studio tenants have fewer than 250 staff, signaling that business units, not IT teams, now champion conversational projects. Italy's PNRR grants and similar subsidies in Spain and Portugal further close the adoption gap, reinforcing SMEs as a priority growth segment within the North America and Europe chatbot market.

SMEs pursue pre-built templates for order tracking and appointment scheduling, while large enterprises retain on-premise and hybrid rollouts to meet GDPR or HIPAA mandates. This bifurcation means platform providers must balance ease of use with enterprise-grade governance, offering scalable pricing tiers that evolve as customers mature.

BFSI retained 28.63% share in 2025, but growth is leveling as most tier-1 use cases mature. Healthcare, in contrast, is predicted to post a 15.93% CAGR, propelled by expanded telehealth reimbursement and FDA guidance that exempts administrative chatbots from pre-market approval. A 2025 JAMA study found no-show rates fell 22% when chatbots handled reminders and intake, fortifying the case for rapid scaling.

Health systems favor on-premise deployments to safeguard sensitive data, whereas retail leverages chatbots for conversational commerce, exemplified by Shopify's Gemini-powered product discovery that boosted conversions 18%. Segment-specific compliance and ROI drivers will continue to dictate vendor positioning across the North America and Europe chatbot market.

Complete Report Scope:

• By Enterprise Size
  • Large Enterprises
  • Small and Medium Enterprises (SMEs)
• By End-User Vertical
  • BFSI
  • Retail
  • Healthcare
  • IT and Telecom
  • Travel and Hospitality
  • Other End-User Verticals
• By Architecture
  • Rule-based/NLU Chatbots
  • Generative-AI Chatbots
  • Hybrid Architectures
• By Deployment Model
  • Cloud-based
  • On-Premise/Private Cloud
• By Communication Channel
  • Web and Mobile Apps
  • Social Media/Messaging Apps
  • Voice Assistants and IVR
  • In-Product Widgets/SDKs
• By Geography
  • North America
    • United States
    • Canada
    • Mexico
  • Europe
    • United Kingdom
    • Germany
    • France
    • Italy
    • Rest of Europe

List of Companies Covered in this Report:

1. Microsoft Corporation
2. IBM Corporation
3. Google LLC (Alphabet Inc.)
4. LivePerson, Inc.
5. Zendesk, Inc.
6. Nuance Communications, Inc.
7. Drift.com, Inc.
8. Intercom, Inc.
9. ManyChat, Inc.
10. Rasa Technologies, Inc.
11. Cognigy GmbH
12. Gupshup (Webaroo Inc.)
13. Amplify.ai (TruVerse, Inc.)
14. CM.com N.V.
15. Inbenta Holdings Inc.
16. Chatfuel (200 Labs, Inc.)
17. Octane AI, Inc.
18. Personetics Technologies Ltd.
19. Kore.ai, Inc.
20. Pypestream, Inc.
21. Pandorabots, Inc.
22. Ada Support, Inc.
23. Genesys Cloud Services 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 CX Personalization via Retrieval-Augmented Generation (RAG)
  • 4.2.2 EU Digital Services Act (DSA) 24/7 Digital-Support Mandate
  • 4.2.3 SaaS Ecosystem Embedding of ChatGPT and Claude APIs
  • 4.2.4 Contact-Center Labor Shortages Push Automation
  • 4.2.5 Rise of Low-Code / No-Code Bot Builders
  • 4.2.6 5G and Edge-Cloud Roll-outs Enable Real-Time Multimodal Bots
• 4.3 Market Restraints
  • 4.3.1 Token-Based API-Pricing Volatility
  • 4.3.2 Fragmented Messaging-Platform Policies
  • 4.3.3 Edge-Device Privacy Constraints for On-Device Inference
  • 4.3.4 Cultural Pushback on Bot-Led Mental-Health and Sensitive Services
• 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 History and Evolution of Chatbots
• 4.9 Impact of Macroeconomic Factors on the Market

5 MARKET SIZE AND GROWTH FORECASTS (VALUE)

• 5.1 By Enterprise Size
  • 5.1.1 Large Enterprises
  • 5.1.2 Small and Medium Enterprises (SMEs)
• 5.2 By End-User Vertical
  • 5.2.1 BFSI
  • 5.2.2 Retail
  • 5.2.3 Healthcare
  • 5.2.4 IT and Telecom
  • 5.2.5 Travel and Hospitality
  • 5.2.6 Other End-User Verticals
• 5.3 By Architecture
  • 5.3.1 Rule-based/NLU Chatbots
  • 5.3.2 Generative-AI Chatbots
  • 5.3.3 Hybrid Architectures
• 5.4 By Deployment Model
  • 5.4.1 Cloud-based
  • 5.4.2 On-Premise/Private Cloud
• 5.5 By Communication Channel
  • 5.5.1 Web and Mobile Apps
  • 5.5.2 Social Media/Messaging Apps
  • 5.5.3 Voice Assistants and IVR
  • 5.5.4 In-Product Widgets/SDKs
• 5.6 By Geography
  • 5.6.1 North America
    • 5.6.1.1 United States
    • 5.6.1.2 Canada
    • 5.6.1.3 Mexico
  • 5.6.2 Europe
    • 5.6.2.1 United Kingdom
    • 5.6.2.2 Germany
    • 5.6.2.3 France
    • 5.6.2.4 Italy
    • 5.6.2.5 Rest of Europe

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 Microsoft Corporation
  • 6.4.2 IBM Corporation
  • 6.4.3 Google LLC (Alphabet Inc.)
  • 6.4.4 LivePerson, Inc.
  • 6.4.5 Zendesk, Inc.
  • 6.4.6 Nuance Communications, Inc.
  • 6.4.7 Drift.com, Inc.
  • 6.4.8 Intercom, Inc.
  • 6.4.9 ManyChat, Inc.
  • 6.4.10 Rasa Technologies, Inc.
  • 6.4.11 Cognigy GmbH
  • 6.4.12 Gupshup (Webaroo Inc.)
  • 6.4.13 Amplify.ai (TruVerse, Inc.)
  • 6.4.14 CM.com N.V.
  • 6.4.15 Inbenta Holdings Inc.
  • 6.4.16 Chatfuel (200 Labs, Inc.)
  • 6.4.17 Octane AI, Inc.
  • 6.4.18 Personetics Technologies Ltd.
  • 6.4.19 Kore.ai, Inc.
  • 6.4.20 Pypestream, Inc.
  • 6.4.21 Pandorabots, Inc.
  • 6.4.22 Ada Support, Inc.
  • 6.4.23 Genesys Cloud Services Inc.

7 MARKET OPPORTUNITIES AND FUTURE OUTLOOK

• 7.1 White-space and Unmet-Need Assessment