OverviewJuniper Research’s new Chatbots research investigates the current state of the market; providing a comprehensive examination of this sector. The research provides an in-depth assessment of the chatbot market; evaluating potential for cost savings, consumer trust in services, and spend on chatbots.

The study also contains insightful player analysis of leading Chatbot Development Tool vendors, alongside key expectations for stakeholders in the industry and Juniper Research’s Vendor Leaderboard; focusing on AI criterion.

The research gives in-depth coverage of the following key markets:
  • Banking & Finance
  • eCommerce & Retail
  • Healthcare
  • Human Resources
  • Insurance
  • Travel, Tourism & Hospitality
The research includes:
  • Market Trends & Opportunities (PDF)
  • 5-Year Market Sizing & Forecast Spreadsheet (Excel)
  • 12 months' Access to harvest Online Data Platform

Key Features

  • Sector Impact Analysis: Considers the impact of chatbot implementation for 6 key industry verticals, including:
    • Banking & Finance
    • eCommerce & Retail
    • Healthcare
    • Human Resources
    • Insurance
    • Travel, Tourism & Hospitality
  • Benchmark Industry Forecasts: Provided by chatbots embedded in web browsers, discrete applications and messaging applications; quantifying the following indicators:
    • Chatbot Usage
    • In-app Purchases
    • Advertising Spend
    • Cost Savings for Businesses
    • End User Time Savings
  • Chatbot Market Dynamics: In-depth analysis of the evolving chatbot landscape, including:
    • Key developments in the chatbot ecosystem
    • Driving forces behind chatbot evolution and uptake
    • Present and future challenges to the chatbot market
  • Juniper Research Leaderboard: In-depth analysis of 15 Chatbot Development Tools vendors driving chatbot development, including product overviews, future strategies and AI capabilities:
    • Botsify
    • Chatfuel
    • Conversable
    • FlowXO
    • Google Dialogflow
    • Gupshup
    • IBM Watson
    • Kasisto
    • ManyChat
    • Microsoft
    • Octane AI
    • Pandorabots
    • Rasa

Key Questions

  1. Which chatbot developers are currently leading the market?
  2. Which technologies will be essential to maximise future success in the chatbot market?
  3. What is the potential for leveraging advertising on chatbots over the next 5 years?
  4. What are the key market forces impacting the chatbot market?
  5. What will the value of the chatbot industry be in 2024?

Companies Referenced

Case Studied: Bebot, Domino’s, Google Duplex, ila Bank, Woebot Labs.
Included in Juniper Research Leaderboard: Botsify, Chatfuel, Conversable, Flow XO, Google Dialogflow, Gupshup, IBM Watson, Kasisto, ManyChat,, Microsoft, Octane AI, Pandorabots, Rasa,
Mentioned: 20th Century Fox, 7-Eleven, AA Ireland, ABC News, Action Reality, Adidas, Aditya Birla Capital, Adobe, Airbus, Allianz SE, Amazon, American Eagle Outfitters, Apt2B, Arab Banking Corporation (Bank ABC), Assima, AT&T, Atento, Autobahn, Avaya, AXA, Banco Itaú, Bank of Beirut, Bank of Montreal, Beekeeper’s Naturals, Bespoke Inc, BigCommerce, Blue Turtle Technologies, Blue Worx, BMW,, Booz Allen Hamilton, BottleKeeper, Bright Pattern, Buzz Radar, BVAccel, Cadbury, Capgemini, Capital One, Carlsberg, CBS, CheapFlights, Cisco, Citibank, Club Med, Coca-Cola, Cognizant, Comcast, Commonwealth Bank of Australia, Content Guru, CoverFX, Credera, Creval, ,DBS Bank, Delissio, Dell, Deloitte, Delvinia, Denny’s, Dermalogica, Dermstore, Deutsche Bank, DHX Media, Dish TV, Dixons Carphone, DPD UK, Dunkin’ Donuts, Earcandy, Edsby, EFU Life, Emirates NBD, Emojipedia, EnCirca, Epic Reads, Ergo, Etico Group, Eventbrite, Expedia, EY, Facebook Messenger, FaceMe, FCA (Financial Conduct Authority), FEAT socks, Fisher-Price, FLG Group Limited, Flipkart, Focus Features, Food Network, Frankfurt Airport, Freshdesk, FSB (Financial Stability Board), Giorgio Armani, GoPro, GrinApps, Guardio, Halifax, Harper Collins, Hawke Media, HCA Healthcare, HDFC Bank, HelloFresh, Help Scout, Helvetia, HiSmile, Hotel Jogakura, Hotel New Otani, HP, HSBC, ICICI Bank, IndusInd Bank, Infosys, IntelePeer, Intercom, Japan Airlines,, JioChat, JP Morgan Chase, JR East (East Japan Railway Company), Just Eat, Kayak, Kellogg’s, KFC, Khoros, Kiehl’s, Kik, KLM Royal Dutch Airlines, Kotak Mahindra Bank, Kustomer, L’Oréal, La Liga, LEGO, Lemonade, Levi’s, LINE, LinkedIn, LiveChat, LivePerson, Lloyd’s Bank, Lloyds of London, Lyon Airport, M&S, Magneto, Manscaped, Manulife Bank of Canada, Mapfre, Maroon 5, Mastercard, Mattermost, Me to We, Mercedes Benz, Merck, Metric Digital, Mindtree, Mondelez, MoneyLion, Moneythor, MuteSix, N26, Narita International Airport, National Geographic, NBC, Nestlé, Netflix, Nexmo, Nike, Nissan, NIVEA, NPR One,, Ola Cabs, Olo, OneNote, OnePlus, OnStar, Open AI, OYO Rooms, Pactera, Panasonic, Pandora, Panera Bread, Paramount Pictures, PayPal, Paytm, Pearl Paradise, Pizza Hut, Procter & Gamble, Professional Leads, Progressive Insurance, Prudential, Publicis Sapient, Pure Cycles, Qantas, QuickBooks, Raiffeisen, RBS, Reebok, Reliance Jio, RemoteInterview, Right Hook, RoboRecruiter, RocketChat, Royal Caribbean International, RPM Pizza, Salesforce, Samsung, Sanofi, Santander, Scotiabank, Sendai Airport, Shake Shack, Shazam, Shopify, Singapore Airlines, Sivana Spirit, Skype, Skyscanner, Slack, Sprinklr, Standard Chartered, Starbucks, Starz, Stonebridge Rock, Stripe, Sukoon, Summersalt, SuperFish, Talevation, TalkSpace, TD Bank, Telefonica, Telegram, Tencent, TFS Loans, TGI Fridays, The Cosmopolitan of Las Vegas, The Globe and Mail, The Motley Fool, The Wall Street Journal, Ticketmaster, T-Mobile, TMP Worldwide, Tokyo Metro, Tokyo Station, Toyota, Travelex, Truecaller, Truth Nutra, Tsuta Onsen, Twilio, Twitter, UBank, Uberoom, Unicef, Unilever, United Bank for Africa, UPS, Vail Resorts, Vaio, Vanity Planet, Venmo, VerClare Boutique, Viber, Visa, VK, Vogue, Warner Music Group, Watts Marketing, WeChat, Wells Fargo, Wendy’s, WhatsApp, Whole Foods Market, Wing Stop, WooCommerce, World Health Organisation, Wrigley, WWF, Xiaomi, XOXCO, Yamato Transport, Yammer, Yellow Pages, YouTube, ZeeTV, Zelle, Zendesk, Zomato, Zurich.

Data & Interactive Forecast

Juniper Research’s Chatbot forecast suite includes:
  • Data splits for 8 key global regions and 16 countries, including:
    • Brazil
    • Canada
    • China
    • Denmark
    • France
    • Germany
    • India
    • Japan
    • Norway
    • Portugal
    • Russia
    • Spain
    • South Korea
    • Sweden
    • UK
    • US
  • Total Value of the Chatbot Market, with technology splits including:
    • Discrete Application Chatbots
    • Messaging Application Chatbots
    • Web-browser Chatbots
  • For messaging application, discrete application and web-browser chatbots, the data is split by key industry verticals:
    • Banking
    • eCommerce
    • Healthcare
    • Retail
    • Social
  • Interactive Scenario Tool allowing users to manipulate Juniper Research’s data for 10 different metrics.
  • Access to the full set of forecast data, containing 172 tables and over 30,500 datapoints.
Juniper Research’s highly granular IFxls (Interactive Excels) enable clients to manipulate Juniper Research’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.

Chatbots Research Report


Full Research Suite

Chatbots full research suite comprises:

  • Chatbots PDF report
  • Interactive Forecast IFXL spreadsheet
  • 12 months' access to Chatbots data updates in harvest

Click here for more information and purchase options

Mar 2020




PDF & Excel Report

Chatbots report and forecasts only, comprising:

  • Chatbots PDF report
  • Interactive Forecast IFXL spreadsheet

Click here for more information and purchase options

Mar 2020




Research Details

Juniper Research
Scarlett Woodford
Innovation & Disruption
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
Brazil, Canada, China, Denmark, France, Germany, India, Japan, South Korea, Norway, Portugal, Russian Federation, Spain, Sweden, UK, USA