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OverviewJuniper’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

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,, 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.


Chatbots: Banking, eCommerce, Retail & Healthcare 2018-2023 Full Research Suite

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Juniper has thoroughly assessed the Chatbot market, delivering a must-read report for industry stakeholders wanting to understand the strategic landscape of this burgeoning sector. Readers will find an in-depth analysis of the chatbot market and how it will impact existing traditional markets, as well as insights into future development and opportunities across the globe.
The research suite includes:
  1. Market Trends & Opportunities: Key trend analysis allied to strategic recommendations on market opportunities on a segment-by-segment basis for:
    1. Banking
    2. eCommerce & eRetail
    3. Healthcare
    4. Social  
  2. Strategic Analysis: Chatbot sector analysis, coupled with Juniper’s Leaderboard assessment for 15 leading Chatbot Development Tool vendors.  
  3. Interactive Forecast Excel: Highly granular dataset comprising of 33,660 datapoints, allied to regional and sector analysis tools. Includes regional and key country level analysis together with 5 year forecasts for the chatbot market:
    1. Chatbots and chatbot apps accessed per annum
    2. Advertising spend via chatbots
    3. Time savings
    4. Total spend and cost savings
    5. Additional chatbot market data for A2P SMS
  4. harvest Digital Markets Intelligence Centre: Visualises all of the data in easy to use and exportable graphs, tables and charts, and features continuous data updates for 12 months. Find out more.
Download a summary of the table of contents and forecasts above or request a detailed list of every table and chart via

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Research Details

Sanjay Dhanda
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

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