01 Industry overview
The conversational ai industry at a glance
Conversational AI is a rapidly expanding software market, valued at $14.3 billion in 2025 and increasingly centered on customer-service automation, action-oriented agents and regulatory transparency.
- $14.3B[20]
- Global market size, 2025
- 23.8%[20]
- Forecast CAGR, 2026–2033
- 31.1%[20]
- North America revenue share, 2025
- 85%[83]
- Consumers using AI agents, 2025
- Market size
- The global conversational AI market was valued at $14.3 billion in 2025 and is estimated at $17.7 billion in 2026. Grand View Research projects the market to reach $78.9 billion by 2033.[20]
- Forecast & CAGR
- The market is forecast to grow at a 23.8% compound annual growth rate from 2026 to 2033. Grand View Research identifies demand for AI-powered customer support, omnichannel deployment and lower chatbot development costs as key growth factors.[20]
- Market share & regions
- North America accounted for more than 31.1% of global revenue in 2025, making it the largest regional market. Asia-Pacific is identified as the fastest-growing region for 2026–2033, while the United States held the largest country-level share in 2025.[20]
- Segmentation
- Solutions represented 61.0% of 2025 revenue, while chatbots accounted for 67.3% by type. On-premises deployment held 62.4%, and natural-language processing represented 45.3% by technology.[20]
- Key players & concentration
- Grand View Research lists Google, Microsoft, Amazon Web Services, IBM, Oracle, Nuance Communications and FIS among the principal market participants. The source does not provide a consolidated market-share or concentration ratio for these companies.[20]
- Trends, drivers & challenges
- Customer-service adoption is a major demand driver: 85% of customer-service leaders surveyed by Gartner planned to explore or pilot customer-facing conversational generative AI in 2025. However, 61% reported a backlog of knowledge-base articles requiring revision, highlighting data quality and knowledge management as deployment barriers.[84]
- Consumer behavior & competition
- Twilio reported that 85% of surveyed consumers had interacted with an AI agent during the previous three months in 2025, but only 59% said they were satisfied, compared with 90% of business leaders who believed customers were satisfied. Gartner found that 58% of customers using GenAI had used it to complete a task, rising to 74% in business-to-business settings, while 87% said access to a human agent should remain available.[83][84]
- Regulation
- The EU AI Act’s chatbot transparency requirements began applying on 2 August 2026. Chatbots and other interactive AI systems must tell users when they are interacting with AI rather than a human, while providers of advanced general-purpose AI models face additional transparency, safety and systemic-risk obligations.[85][7]
- Latest news
- On 2 August 2026, the European Commission began enforcing applicable AI Act provisions and new transparency rules for interactive AI systems, including chatbot disclosure requirements. The Commission said the rules cover AI agents and advanced general-purpose AI models with potential systemic risks.[7]
02 Ranking
Top 10 Companies in the Conversational Ai Industry
The leading companies in the conversational ai industry, ranked on market impact, performance, momentum, innovation and brand popularity.
Updated November 11, 2026 · Next review December 11, 2026
OpenAI leads Gitnux's 2026 conversational ai ranking with an Overall score of 9.6, with ChatGPT serving more than 1.2 billion weekly users. Microsoft is the runner-up at 9.5, driven by operating margin at 45.62% and revenue growth 15%.
Ranked by Overall score · How we score ↓
Editor's top 3 picks
Where to start, by need.
#1 Overall · Leader in conversational AI platforms
OpenAI
US
Ranked #1 · 9.6 · Conversational AI platforms
Why we picked it: It serves business customers globally with ChatGPT at consumer scale in conversational AI.
#2 overall
Microsoft
US
Ranked #2 · 9.5 · Conversational AI platforms
Why we picked it: It sells large-scale conversational AI via Microsoft 365 Copilot and Azure for enterprises.
#3 overall
Meta Platforms
US
Ranked #3 · 9.5 · Conversational AI platforms
Why we picked it: It distributes conversational assistants inside consumer platforms rather than only through enterprise offers.
Pick 1 is the #1 company overall. No other segment places in the top 5, so picks 2 and 3 follow rank.
Full ranking
| # | Company | Overall ↓ | Impact | Performance | Momentum | Innovation | Company snapshot |
|---|---|---|---|---|---|---|---|
| 1 | OpenAI Conversational AI platforms · US | 9.6 | 8.9 | 9.9 | 9.9 | 9.9 | |
Company snapshot · OpenAI · Data as of November 11, 2026 ChatGPT has more than 1.2 billion weekly users and OpenAI serves business customers globally.[9]
| |||||||
| 2 | Microsoft Conversational AI platforms · US | 9.5 | 9.9 | 9.3 | 9.1 | 9.1 | |
Company snapshot · Microsoft · Data as of November 11, 2026 Microsoft 365 Copilot and Azure provide large-scale conversational AI products for enterprises.[86]
| |||||||
| 3 | Meta Platforms Conversational AI platforms · US | 9.5 | 9.7 | 9.7 | 9.4 | 9.9 | |
Company snapshot · Meta Platforms · Data as of November 11, 2026 Meta AI is a personal assistant deployed across Meta products and devices.[87]
| |||||||
| 4 | Alphabet Conversational AI platforms · US | 9.4 | 9.9 | 9.3 | 9.1 | 9.9 | |
Company snapshot · Alphabet · Data as of November 11, 2026 Gemini Enterprise is used by nearly 90% of Fortune 100 companies.[88]
| |||||||
| 5 | Anthropic Conversational AI platforms · US | 9.3 | 8.2 | 9.6 | 9.9 | 9.9 | |
Company snapshot · Anthropic · Data as of November 11, 2026 Claude is offered through first-party applications and the Claude Platform for businesses.[89]
| |||||||
| 6 | Perplexity Conversational answer engine and AI search · US | 8.9 | 7.0 | 9.2 | 9.9 | 9.9 | |
Company snapshot · Perplexity · Data as of November 11, 2026 Perplexity operates an AI answer engine with conversational follow-up and cited answers.[90]
| |||||||
| 7 | IBM watsonx Assistant and enterprise AI · US | 8.8 | 9.0 | 8.2 | 8.5 | 8.6 | |
Company snapshot · IBM · Data as of November 11, 2026 IBM's watsonx portfolio includes enterprise AI assistants and generative AI solutions.[63]
| |||||||
| 8 | DeepSeek DeepSeek assistant, models and API · CN | 8.5 | 7.0 | 7.9 | 9.4 | 9.9 | |
Company snapshot · DeepSeek · Data as of November 11, 2026 DeepSeek operates an official AI assistant, API platform and desktop harness.[91]
| |||||||
| 9 | Mistral AI Vibe conversational assistant and open models · FR | 8.0 | 7.5 | 8.9 | 8.9 | 7.9 | |
Company snapshot · Mistral AI · Data as of November 11, 2026 Mistral's Vibe combines an AI chat assistant with work and coding agents.[92]
| |||||||
| 10 | Baidu ERNIE assistants, models and AI search · CN | 7.9 | 8.2 | 7.0 | 7.0 | 8.7 | |
Company snapshot · Baidu · Data as of November 11, 2026 ERNIE Bot is a multi-round conversational AI assistant available on PC and mobile.[93]
| |||||||
How we score
- Impact (30%): scale and weight in the market (revenue, market share, employees, market position).
- Performance (20%): recent revenue growth and operating margin; an analyst assessment where a company does not publish them.
- Momentum (20%): growth trajectory and future potential.
- Innovation (15%): R&D intensity and how technologically advanced the company is.
Popularity (brand search demand, 15%) counts toward Overall but is not published as a column. Overall leaves out what is not known.
Scale Scores are shown on a 7–10 scale with one decimal; bars start at 7.0.
Cadence Recalculated when new figures are published; next review December 11, 2026.
Independence. Rankings are editorially independent. Scores, ranks, picks and the verdict follow the method above; no company can pay to change them.
Cite this ranking
APA
Marcus Afolabi. (2026, February 13). Top 10 companies in the conversational ai industry. In Conversational AI Industry Statistics. Gitnux. https://gitnux.org/conversational-ai-industry-statistics/#top-companies
China enterprise-level conversational AI solution market size
China enterprise-level conversational AI solution market size: 62.1 RMB billion in 2023, 62.1 RMB billion in 2023.
03 Trends & forecasts
Top 10 Conversational Ai Industry Trends & Forecasts 2027
What is changing in the conversational ai industry, with the evidence behind each trend and a forecast for 2027.
Forecasts were generated by an AI model from the cited evidence. They are estimates, not guarantees.
01Enterprise agent adoption accelerates
High confidenceEighty-eight percent of enterprise leaders surveyed by Zapier in 2026 said their organizations were using or testing AI agents, up from 72% in 2025. Customer support and operations remained among the largest areas of use.[94]
Forecast 2027: By 2027, agent deployment should become common across large enterprises, but growth will increasingly depend on moving pilots into controlled production workflows. Adoption is likely to exceed 90% among surveyed large enterprises, although definitions of “use” will remain broad.
02Agents shift from answers to actions
High confidenceGartner found in a 2026 survey that customers were increasingly using generative AI to complete tasks and take action rather than only obtain information. The same research reported that customers were three times more likely to use third-party GenAI tools than company-provided customer-service chatbots.[84]
Forecast 2027: In 2027, leading conversational systems will be evaluated more by completed transactions, case resolution and workflow execution than by answer accuracy alone. Integrations with CRM, commerce, payments and scheduling systems should become a central buying criterion.
03Customer service remains the anchor use case
High confidenceLangChain’s 2026 survey of more than 1,300 professionals identified customer service as the most common agent use case, at 26.5%, ahead of research and data analysis at 24.4%. Google Cloud also reported that customer service and experience was a leading deployment area for organizations using AI agents.[95][96]
Forecast 2027: Customer service should remain the largest commercial application of conversational AI in 2027, especially for triage, knowledge retrieval, agent assistance and routine transactions. Expansion will be strongest where systems can connect conversations directly to operational workflows.
04Human-agent collaboration becomes standard
High confidenceTELUS Digital’s 2026 enterprise CX survey found that human agents assisted by AI had become the dominant delivery model across major customer-experience functions. Capgemini reported that the share of frontline staff using generative-AI tools daily rose from 42% in 2024 to 78% in 2026.[97][98]
Forecast 2027: By 2027, copilots for human service representatives should outnumber fully autonomous customer-service deployments in risk-sensitive sectors. Vendors will compete on workflow recommendations, summarization, next-best action and quality assurance rather than chatbot containment alone.
05Orchestration becomes the scaling bottleneck
High confidenceTalkdesk reported in 2026 that 85% of surveyed organizations lacked the orchestration needed to connect AI agents, human teams, data and workflows across enterprise systems, while only 5% could quantify AI’s impact on business outcomes.[99]
Forecast 2027: In 2027, spending should shift from stand-alone conversational interfaces toward orchestration, identity, tool access, monitoring and workflow integration. Products that coordinate multiple agents and human escalations are likely to capture more value than isolated bot platforms.
06Data quality limits deployment speed
Medium confidenceAdobe’s 2026 AI and Digital Trends research identified data integration and data quality as the leading barriers to scaling agentic AI, cited by 75% of respondents. The same report found that only 16% of organizations had launched organization-wide agentic AI for customer support.[100]
Forecast 2027: Knowledge-base restructuring, retrieval evaluation and data-governance projects should expand in 2027 as enterprises discover that model upgrades cannot compensate for incomplete or inconsistent business data. Deployment timelines will remain longer in organizations with fragmented systems.
07Third-party assistants pressure brand bots
High confidenceGartner’s 2026 customer survey found that customers were three times more likely to use third-party GenAI tools than company-provided chatbots for customer service. This shifts discovery and service interactions toward general-purpose assistants that can act across multiple providers.[84]
Forecast 2027: In 2027, brands will increasingly expose authenticated APIs, agent interfaces and structured service actions so external assistants can interact with their systems. Competitive advantage will depend less on owning the conversation surface and more on being reliably discoverable and executable within assistant ecosystems.
08Vendor replacement intensifies
Medium confidenceNylas reported in its second-half 2026 agentic-AI survey that 67% of respondents were considering replacing a vendor or tool with an AI agent; 26% were considering replacing many tools and 41% one or two. It also reported that 81% had already replaced at least one vendor or tool with in-house tooling.[101]
Forecast 2027: The 2027 market should see stronger competition between packaged conversational platforms, embedded agents and internally built systems. Vendors will need to prove measurable workflow value and interoperability, not merely provide access to a language model.
09Transparency compliance becomes operational
High confidenceThe European Commission states that Article 50 transparency obligations under the EU AI Act apply from 2 August 2026. Interactive AI systems, including chatbots, must meet disclosure requirements, and national authorities and the EU AI Office are responsible for enforcement.[85]
Forecast 2027: In 2027, AI disclosure, logging, user notices and compliance evidence should become standard procurement requirements for conversational systems serving European users. Multinational vendors are likely to apply comparable controls globally to avoid maintaining separate product behaviors by region.
10Multimodal conversation expands
Medium confidenceA 2026 review of conversational-AI research describes the field’s movement from text-only dialogue toward audio-language models, speech-native systems, multimodal and omni-modal systems, and tool-augmented agents. The research agenda emphasizes systems that can remember, speak, listen, act and adapt across turns and modalities.[102]
Forecast 2027: By 2027, voice, image, document and screen inputs should become routine features in higher-value conversational applications. Adoption will be fastest in contact centers, field service, automotive interfaces and accessibility use cases where speech and visual context improve task completion.
04 Statistics
Technology & Innovation
Activity is measured across build and workforce: more than 13,000 companies and more than 45,000 people participated in text-to-speech within conversational AI in 2025.
AI in the conversational ai industry
- 23.96% was the annual growth rate of the global conversational AI market in 2025.[1]
- More than 1,650 companies participated in the text-to-speech trend within conversational AI in 2025.[1]
- More than 13,000 companies operated in the global conversational AI market in 2025.[1]
- More than 45,000 people worked in the text-to-speech trend within conversational AI in 2025.[1]
- More than 2,420 startups contributed to the global conversational AI market in 2025.[1]
- 149.13% was the annual growth in worldwide searches for conversational AI in 2025.[1]
Automation in the conversational ai industry
- 53% of surveyed organizations used automated customer-interaction routing in 2024.[2]
- 700 customer-service-agent roles were handled by Klarna’s AI assistant in 2024, according to the company’s reported estimate.[3]
- 47% of surveyed organizations used automated contextual knowledge to streamline customer conversations in 2024.[2]
- 36% of surveyed organizations used intelligent workforce forecasting and scheduling in 2024.[2]
- 11%–30% of support volume was resolved by AI among teams adopting it in 2024.[4]
- 41% of surveyed organizations used generative AI for knowledge summarization in 2024.[2]
Digital Transformation in the software and IT services sector (sector benchmark)
- 72% of digital leaders globally expected to increase technology spending in 2024, compared with 50% of digital laggards, according to a survey of 855 technology and business decision-makers.[5]
- 54.8% of surveyed organizations reported having a chief digital officer or another executive responsible for digital transformation.[6]
- 45% of North American technology and business decision-makers planned to adopt AI and machine learning to improve business within 12 to 24 months.[5]
- 75% of digital leaders globally planned to increase AI-related business expenditure in 2024.[5]
- 34% of surveyed organizations globally identified replacing or upgrading legacy technology as a top digital-transformation goal in 2024.[5]
Technology Adoption in the software and IT services sector (sector benchmark)
- 67.6% of IT services were delivered through cloud infrastructure among surveyed organizations in 2024.[6]
- More than 50% of surveyed global IT decision-makers were exploring AI use cases or piloting AI technologies in 2024.[5]
- 51.8% of surveyed organizations reported that AI solutions were somewhat or extremely rare in 2024.[6]
- 57.7% of surveyed organizations reported having a chief information security officer or equivalent in 2024.[6]
Cloud Computing in the software and IT services sector (sector benchmark)
- 71.5% of EU enterprises using paid cloud services used them for file storage in 2025.[7]
- 85.2% of EU enterprises using paid cloud services used them for email in 2025.[7]
- 65.5% of EU enterprises using paid cloud services used them for security software applications in 2025.[7]
- 26.1% of EU enterprises using paid cloud services used computing platforms for application development, testing or deployment in 2025.[7]
- 52.7% of EU enterprises with at least 10 employees used paid cloud-computing services in 2025.[7]
- 71.7% of EU enterprises using paid cloud services used them for office software in 2025.[7]
Big Data in the software and IT services sector (sector benchmark)
- Big-data analytics adoption averaged 14% among OECD enterprises with at least 10 employees, compared with 49% for cloud computing in the latest comparable data.[8]
- 40% was the highest reported enterprise adoption rate for big-data analytics across OECD countries in the latest available data through 2023.[8]
- 14% of enterprises with at least 10 employees across the OECD used big-data analytics on average, based on 2022 data or the latest available year.[8]
05 Statistics
Data & Analytics
Usage expands through API and analytics. In 2025, OpenAI API use processed 10 billion tokens per organization for more than 9,000 organizations.
Business intelligence in the conversational ai industry
- 4,000+ GPTs were regularly used by BBVA in its enterprise knowledge and workflow environment described in OpenAI’s 2025 report.[9]
- 2x more messages per seat were generated by frontier firms than by the median enterprise in OpenAI’s 2025 analysis.[9]
- 5x was the year-over-year growth in API use by technology companies as they scaled customer-facing applications, according to OpenAI’s 2025 report.[10]
- 5x was the year-over-year growth in API use by non-technology firms reported by OpenAI in 2025.[10]
- 3% of daily active ChatGPT Enterprise users had not used data analysis in the period covered by OpenAI’s 2025 report.[9]
- 19% of monthly active ChatGPT Enterprise users had not used data analysis in the period covered by OpenAI’s 2025 report.[9]
Data analytics in the conversational ai industry
- 19% of monthly active ChatGPT Enterprise users had never used data analysis in OpenAI’s 2025 enterprise dataset.[9]
- 85%+ of conversation-intelligence teams had integrated generative-AI models for summarization, classification or automation in AssemblyAI’s 2025 survey.[11]
- 10 billion tokens had been processed by each of more than 9,000 organizations using the OpenAI API by 2025.[9]
- 1 trillion tokens had been exceeded by nearly 200 organizations using the OpenAI API by 2025.[9]
- 20% of OpenAI API activity came from customer service and content generation, use cases that depend heavily on conversational data analysis, in 2025.[10]
- 320x was the increase in average reasoning-token consumption per organization over the 12 months reported by OpenAI in 2025.[10]
Data Quality in the software and IT services sector (sector benchmark)
- In 2025, 46% of organizations globally rated their data excellent for accuracy and integrity, across surveyed technology and business organizations.[12]
- In 2024, 95% of enterprise data leaders and practitioners reported a data-quality issue with a direct impact on business outcomes, across companies with at least $1 billion in revenue.[13]
- In 2025, 46% of organizations globally said they were fully confident in their data quality, across surveyed technology and business organizations.[12]
- In 2025, 43% of organizations globally rated their data excellent for quality and completeness, across surveyed technology and business organizations.[12]
- In 2025, 35% of organizations globally rated their data excellent for consistency and standardization, across surveyed technology and business organizations.[12]
- In 2025, 34% of organizations globally rated their data excellent for relevance and suitability, across surveyed technology and business organizations.[12]
Data Governance in the software and IT services sector (sector benchmark)
- In 2026, 76% of global data leaders said their company’s AI governance did not completely keep pace with employee use of AI technology.[14]
- In 2024, 35% of U.S. technology executives prioritized data governance among their data-management areas for the next 12 months.[15]
- In 2024, 32% of global technology leaders prioritized data governance among their data-management areas for the next 12 months.[15]
- In 2024, 18.3% of organizations reported having a data-governance or catalog solution as part of their governance program, according to a global governance study.[14]
- In 2024, 81.7% of organizations reported having no data-governance or catalog solution as part of their governance program, according to a global governance study.[14]
- In 2024, 61% of supply-management organizations reported having a dedicated data-governance function, based on an Institute for Supply Management survey.[16]
KPIs in the conversational ai industry
- 60% was the 2024 resolution rate for chatbot or virtual-assistant engagements in the CX Leaders corporate survey.[17]
- 44% of software and internet companies used an AI Copilot in at least 50 tickets per month in Freshworks’ 2025 benchmark.[18]
- 79.10% was the performer first-contact-resolution rate for software and internet companies using Freshworks Conversations in 2025.[18]
- 99.71% was the trendsetter CSAT for software and internet companies using Freshworks Conversations in the 2025 benchmark report.[18]
- 96.98% was the performer CSAT for software and internet companies using Freshworks Conversations in the 2025 benchmark report.[18]
- 58.67% was the aspirant first-contact-resolution rate for software and internet companies using Freshworks Conversations in 2025.[18]
06 Statistics
Strategy & Growth
Forecasting aligns to a high-growth category. Grand View Research projects 23.8% CAGR from 2026 to 2033, projecting $78.9 billion by 2033.
Growth in the conversational ai industry
- 19.6% is MarketsandMarkets’ projected compound annual growth rate for conversational AI from 2025 to 2031.[19]
- 23.8% is Grand View Research’s projected compound annual growth rate for the global conversational AI market from 2026 to 2033.[20]
- $13.64 billion was the estimated global conversational AI market size in 2025 in Research and Markets’ 2026 report.[21]
- 25.6% is Research and Markets’ projected compound annual growth rate for conversational AI from 2025 to 2026.[21]
- $17.05 billion was the estimated global conversational AI market size in 2025 in MarketsandMarkets’ forecast.[19]
- 42% of respondents in Verdane’s six-country study were monthly active conversational-AI users or early adopters in 2025.[22]
Differentiation in the conversational ai industry
- 3 languages are supported by Helsinki’s multilingual chatbot, with AI translation used to improve intent recognition across languages.[23]
- 85% engagement was reported for consumer interactions with AI agents in Twilio’s 2025 conversational AI research.[24]
- 100+ languages distinguish Gupshup’s conversational-engagement platform, according to IDC’s 2025 vendor assessment.[25]
Mergers and acquisitions in the conversational ai industry
- 1 acquisition was announced by Zendesk for Ultimate, a service-automation provider, in March 2024.[26]
- 1 acquisition of Boost.ai was announced by Automation Anywhere to expand into customer-facing conversational and voice AI.[27]
- $955 million was the approximate value of NICE’s acquisition of Cognigy in September 2025, according to Research and Markets.[21]
- 1 acquisition expanded SoundHound AI’s conversational-AI reach across hundreds of enterprise brands through its purchase of Amelia.[28]
- 1 acquisition was completed by Salesforce for Convergence.ai on June 11, 2025, establishing the nucleus of a London AI research laboratory.[29]
Strategic partnerships in the conversational ai industry
- 27 languages are covered by WAXAL, a Google speech dataset developed with partners including Makerere University and Digital Umuganda.[30]
- 2 million questions were answered in Viamo’s Rwanda pilot using Google Gemini with its existing interactive voice-response users.[30]
- 3 languages are supported by the City of Helsinki’s customer-care solution developed with IBM collaboration and watsonx.ai translation testing.[23]
- 46 partners support LTM’s digital and voice-enabled conversational bots serving more than 20 million customers.[31]
- 2,700+ partners are reported by Automation Anywhere alongside its conversational-AI and automation platform serving more than 4,000 customers.[27]
07 Statistics
People & Workforce
Workforce distribution shows strong hybrid and remote patterns. In 2026, 34.8% of global software and IT services respondents worked remotely, per the Stack Overflow Developer Survey.
Hiring in the conversational ai industry
- More than 45,000 people worked in text-to-speech companies and related ventures within conversational AI in 2025.[1]
- 8,000+ employees were added to the responsible-AI trend connected to conversational AI during the latest year covered by the 2025 report.[1]
- 7,000+ employees were added to the text-to-speech trend within conversational AI during the latest year covered by the 2025 report.[1]
- More than 40,000 people worked in the responsible-AI trend connected to conversational AI in 2025.[1]
- 3,000+ employees were added to the voice-assistant trend within conversational AI during the latest year covered by the 2025 report.[1]
Remote Work in the software and IT services sector (sector benchmark)
- 34.8% of global software and IT services respondents worked remotely in 2026, according to the Stack Overflow Developer Survey.[32]
- 10% of technology-services respondents worked under fully flexible arrangements in 2025, allowing employees substantial control over remote work.[33]
- 84% of technology-services employers agreed in 2025 that the ability to work remotely is important for employee retention.[33]
- 6% of global respondents worked fully remotely in 2025, defined as spending less than one day per week in the office.[33]
- 48% of U.S. software and IT professionals surveyed worked remotely in 2026, compared with 21% in France.[32]
Hybrid Work in the software and IT services sector (sector benchmark)
- 47% of global respondents worked in hybrid arrangements in 2025, down from 63% in Cisco’s 2022 study.[33]
- 56% of IT employees worked in hybrid arrangements in 2025, while 31% were fully remote and 13% attended the office daily.[34]
- 52% of U.S. employees with remote-capable jobs worked in hybrid arrangements in May 2026, according to Gallup.[35]
- 55% of technology-services respondents worked in a hybrid arrangement in 2025, the highest share among industries measured by Cisco.[33]
- 61% of U.S. employees with remote-capable jobs preferred hybrid work in November 2025, compared with 33% preferring fully remote work.[35]
Employee Engagement in the software and IT services sector (sector benchmark)
- 74% of respondents approved of fully flexible hybrid policies in 2025, the highest positive sentiment among the policy types Cisco measured.[33]
- 22.2% of global software and IT respondents were happy with their current professional role in 2026, while 32.6% were unhappy.[32]
- 37% of exclusively remote U.S. employees were engaged in May 2026, compared with 34% of hybrid employees and 29% of on-site employees with remote-capable jobs.[35]
- 54% of exclusively remote U.S. employees were thriving in May 2026, compared with 52% of hybrid employees and 49% of on-site employees with remote-capable jobs.[35]
- 92% of employees ranked collaboration and community as very important aspects of office culture in Cisco’s 2025 global study.[33]
Change Management in the software and IT services sector (sector benchmark)
- 59% of SAP change-management respondents expected AI to automate manual processes in change management, according to the 2025 survey.[36]
- 42% of SAP change-management respondents cited inability to scale change management to business needs as a challenge in 2025.[36]
- 48% of SAP change-management respondents faced pressure in 2025 to implement changes more quickly.[36]
- 86% of SAP change managers said in 2025 that change management gives their business a competitive advantage.[36]
- 87% of SAP change-management respondents believed AI would influence change management during the five years following the 2025 survey.[36]
08 Statistics
Customer & Sales
Escalation and satisfaction gaps show up in adoption metrics. In 2026, 63% of consumers wanted a quick way to escalate from an AI agent to a live person at any time.
Customer experience in the conversational ai industry
- 86% was the customer-satisfaction score for human-led conversational sales journeys at a major UK media company, while bot-led journeys scored 74% (2021).[37]
- 70% was the chatbot deflection rate achieved by a publicly traded B2B SaaS company using generative conversational AI (year not specified).[37]
- 44% was the first-contact-resolution rate achieved by the B2B SaaS company’s generative-AI chatbot (year not specified).[37]
- 50 was the net-promoter score for the B2B SaaS company’s AI chatbot after improving from −25 (year not specified).[37]
- 95% was The RealReal’s messaging CSAT after implementing LivePerson conversational experiences (year not specified).[37]
Customer retention in the conversational ai industry
- 34% of consumers said they were more likely to choose an AI chatbot over a human than they had been one year earlier (2026).[38]
- 50% was the reduction in agent attrition after The RealReal launched conversational customer-experience tools (year not specified).[37]
- Less than 3% monthly voluntary agent attrition was reported by The RealReal after adopting conversational automation and routing (year not specified).[37]
- 63% of consumers said they wanted a quick, easy way to escalate from an AI agent to a live person at any time (2026).[38]
- 64% of consumers said the AI chatbots they had interacted with improved over the previous year (2026).[38]
Customer acquisition in the conversational ai industry
- 48% was the approximate conversion rate for meetings booked by Intercom Fin for Sales at Fellow in January (2026).[39]
- 20% was the conversion-rate increase from making Jerry’s chatbots more visible in A/B testing (2024).[40]
- 29% was the reduction in cost per acquisition achieved by a major UK media company using conversational sales and messaging (2021).[37]
- 20% were the incremental sales generated through messaging by the UK media company’s conversational-selling operation (2021).[37]
- 48.25% was the conversion rate among visitors who engaged with an Instabot on the New Jersey Hotels Near NYC travel site (2019).[41]
Customer loyalty in the conversational ai industry
- 70 was the support-program NPS achieved by a publicly traded B2B SaaS company after improving its generative-AI chatbot (year not specified).[37]
- 15% of consumers reported experiencing a seamless handoff from an AI agent to a human agent (2025).[38]
- 78% of consumers said it was important to be able to switch from an AI agent to a human agent (2025).[38]
- 40% of The RealReal’s customer conversations shifted from voice to messaging within six months of its conversational-experience deployment (year not specified).[37]
- 55% of consumers said they still felt valued by a company when its AI was intelligent enough to help them (2026).[38]
Lead generation in the conversational ai industry
- 16% was the website-session-to-chat conversion rate for the senior-living company’s live-chat program during 2021.[42]
- $5 million in leads was generated through the industrial door manufacturer’s quote-builder chatbot (2024).[43]
- 197 leads were captured by a tour operator using chatbot conversations and lead communication, producing 47 reported conversions (year not specified).[44]
- 906 leads were generated through a quote-builder chatbot for a major industrial door manufacturer (2024).[43]
- 1,451 leads were generated by live chat across 32 senior-living community websites during January–December 2021.[42]
09 Statistics
Marketing & Brand
Transparency and identification expectations tighten user requirements. In 2026, 76% of consumers said an AI agent should identify itself at the beginning of a conversation.
Marketing in the conversational ai industry
- 59% of organizations were in late-stage rollout of conversational AI for sales, according to Twilio’s global business survey (2025).[45]
- 63% of organizations were in the final or complete stages of conversational-AI development for customer service or sales (2025).[38]
- 80% of business directors said keeping up with rapidly changing AI models was expensive (2025).[38]
- 70% of organizations said they had a fully customizable conversational-AI solution, either built in-house or with external support (2025).[45]
- 99% of organizations expected their conversational-AI strategy to change within the following 12 months (2025).[38]
Digital marketing in the conversational ai industry
- 65% of the UK media company’s customers engaged through mobile devices in its conversational-selling operation (2021).[37]
- 13.5% was the reduction in agent handling time after the UK media company introduced AI-assisted conversational sales tools (2022).[37]
- 42% was the highest conversion rate achieved across campaigns by a major UK media company using conversational digital sales (2021).[37]
- 25% was the reported cost-effectiveness advantage of the UK media company’s digital conversations over analogue conversations (2021).[37]
- 15,000-plus bot recommendations were delivered monthly by the UK media company’s conversational sales operation (year not specified).[37]
Branding in the conversational ai industry
- 76% of consumers said an AI agent should identify itself at the beginning of a conversation (2026).[38]
- 73% of brands believed consumers wanted AI with more human characteristics, while 54% of consumers said they wanted this (2026).[38]
- 90% of consumers failed to correctly identify AI-generated voice clips despite claiming they could recognize AI agents (2025).[38]
- 32% of businesses said they actively prioritized AI transparency when designing conversational agents (2026).[38]
Influencer Marketing in the software and IT services sector (sector benchmark)
- Across technology companies, 27% of marketers reported dedicated but flat budgets for creator or influencer marketing in 2026, according to Nielsen’s global marketing survey.[46]
- Across B2B companies, another 29% of marketing organizations planned to adopt influencer marketing within the next year in 2025, based on an Ipsos survey of 1,500 marketing leaders.[47]
- Across B2B companies, 43% of marketers reported outstanding results from their influencer programs in the 2025 B2B Influencer Marketing Report.[48]
- Across B2B companies, 55% of marketing organizations were using influencers in 2025, based on an Ipsos survey of 1,500 marketing leaders.[47]
- Across technology companies, 64% of marketers reported dedicated and growing budgets for creator or influencer marketing in 2026, according to Nielsen’s global marketing survey.[46]
10 Statistics
Operations & Execution
Execution performance is tracked by containment, time, and error reduction. One orchestration deployment recorded 37x faster resolution over 18 months through 2026.
Process optimization in the conversational ai industry
- 37x faster resolution was recorded after an AI-agent orchestration deployment serving a health-insurance provider over 18 months through 2026.[49]
- 89% of 1,620 business leaders said AI needs context about how their business runs to deliver meaningful results and improve operational efficiency in 2024.[50]
- 64% of surveyed contact-center organizations planned to invest in better self-service capabilities by the end of 2025, compared with 20% already investing in 2024.[51]
- 90% confidence in intent identification was achieved after conversational-AI deployment for a financial-services contact center in 2025.[31]
- 50% of chatbot deployment time was eliminated for a publicly traded B2B SaaS company using LivePerson’s conversational-AI platform in 2024.[37]
Operational efficiency in the conversational ai industry
- 45% of customer contacts were contained through AI self-service, while annual operating expenses fell 20% for an MVNO in 2025.[52]
- 1.05 million voice virtual-assistant sessions had been handled by June 2023 for the same healthcare technology organization.[41]
- 34% of more than 520,000 annual customer-service contacts were contained by conversational AI, saving $563,000 annually in 2025.[53]
- 36,000 agent hours were saved by a healthcare technology organization using conversational IVR in 2022.[41]
- 90% of customer calls were dropped or left unaddressed before a conversational-AI modernization program for an Indian financial-services contact center in 2025.[31]
Quality management in the conversational ai industry
- 26 times fewer errors were reported for a GenerativeAgent deployment than for a virtual-agent baseline in an airline customer-service use case in 2025.[54]
- 90% confidence in intent identification was achieved in a conversational-AI banking and financial-services deployment in 2025.[31]
- 79% weighted-average F1 was achieved by a model identifying actionable conversational-quality indicators in task-oriented dialogue datasets in 2024.[55]
- 4.4 out of 5 was the average customer-satisfaction score after a Slovak micro-enterprise introduced an AI chatbot from February through April 2025.[56]
- 70 was the overall support-program NPS after a B2B SaaS company improved its conversational-AI chatbot in 2024.[37]
Supply chain in the conversational ai industry
- 66% of the $6.5 billion increase in North American IT-distribution revenue came from infrastructure, components, semiconductors and network infrastructure in 2026.[57]
- 80% greater likelihood of avoiding earlier operational-cost challenges was associated with mature telemetry-pipeline deployments in 2026.[58]
- 50% greater preparedness for sixfold-or-more data growth was associated with having a telemetry pipeline in place in 2026.[58]
- 69% of organizations running agentic-AI projects said observability costs exceeded compute and infrastructure costs in 2026.[58]
- Agentic-AI workloads were expected to generate 9.5 times more telemetry data within two years according to organizations surveyed in 2026.[58]
Outsourcing / Offshoring in the software and IT services sector (sector benchmark)
- Across European organizations, 35% planned to increase their use of nearshore outsourcing in the 2024/2025 sourcing study.[59]
- Among German IT-service generalists, 19.5% of digital-experience services for customer projects were delivered nearshore in 2024.[60]
- Across German digital-experience service providers, 13.2% of services for customer projects were delivered nearshore in 2024.[60]
- Across EU enterprises sourcing business functions internationally during 2021–2023, 28.7% moved information and communication technology services abroad.[7]
- Among German IT-service generalists, 10.2% of digital-experience services for customer projects were delivered offshore in 2024.[60]
11 Statistics
Finance & Pricing
Cost-to-serve metrics concentrate around contained conversations and agent-support reductions. A modeled per-conversation cost of $0.70 was reported after straight-through processing fell from $12 in 2025.
Pricing strategy in the conversational ai industry
- $6 was the saving per full conversation completed by a virtual agent without human support at Jerry.com in 2024.[40]
- $5.61 was the modeled average cost of a human-handled inquiry in Forrester’s 2025 Zendesk AI economic-impact model.[61]
- $0.70 was the per-conversation cost after a financial-services contact center reduced its straight-through processing cost from $12 in 2025.[31]
- 10%, 20% and 30% were the modeled shares of remaining inquiries resolved automatically by Zendesk AI in years one, two and three, respectively.[61]
- $0.80 was the reduction in cost to serve each customer after an airline deployed ASAPP GenerativeAgent in 2025.[54]
Cost reduction in the conversational ai industry
- 19% was the reduction in cost per contact after a healthcare technology organization implemented conversational IVR in 2022.[41]
- $563,000 in annual savings was achieved by EXL’s conversational-AI contact-center deployment in 2025.[53]
- $6 million in total costs was saved by a healthcare technology organization using conversational IVR in 2022.[41]
- $6 million in annual operating-expense savings was projected for a financial-services conversational-AI deployment, with $3 million realized in its first year, in 2025.[31]
- $296,299 in accumulated savings was reported after 18 months of production use by a health-insurance AI agent through 2026.[49]
Profitability in the conversational ai industry
- 45% was the reduction in servicing expense as a share of earned premium, from 4.2% to 2.3%, after an insurer deployed AI servicing through 2026.[62]
- 99% of respondents in IBM’s benchmark study reported a reduction associated with AI-enabled customer-care operations in 2026.[63]
- $5.50 in cost savings per contained conversation was reported in IBM’s conversational-AI benchmark study in 2026.[63]
- 30% more questions were submitted and conversion increased 20% in an A/B test of more visible chatbots at Jerry.com in 2024.[40]
- 20% was the increase in conversion rate when Jerry.com made purchase-stage chatbots more visible in 2024.[40]
Financial planning in the conversational ai industry
- $7.5 million to $17.5 million was the projected three-year present-value range in a Forrester Azure OpenAI customer-engagement model published in 2024.[64]
- $1.8 million in operator costs was saved through a 25% reduction in call transfers after a healthcare organization introduced a conversational-AI directory in 2025.[65]
- $420,000 was reported as annualized savings after an AI support agent reduced ticket volume by 60% in 2026.[66]
- $296,299 was the accumulated saving over 18 months of production for a health-insurance AI-agent deployment through 2026.[49]
- $2 million was the annual saving forecast from a conversational-AI chatbot serving an international financial-services company in 11 countries in 2025.[67]
12 Statistics
Product & Service
Product delivery shows higher token consumption as integration deepens. Average reasoning-token consumption increased 320x over the 12 months to 2025.
Product development in the conversational ai industry
- 320x was the increase in average reasoning-token consumption per organization over the 12 months to 2025, reflecting deeper integration of AI into products and workflows globally.[9]
- 50% was the approximate increase in weekly Codex messages during the six-week enterprise period reported in 2025.[9]
- 19.4% was the reported annual growth rate of the conversational-AI sector in the 2025 StartUs Insights report.[1]
- 35% of organizations said they handled conversational-AI build, development and integration entirely in-house in Twilio’s 2025 global survey.[68]
- 36% was the average increase in coding-related messages outside engineering, IT and research among ChatGPT Enterprise users over the six months covered in 2025.[9]
Product lifecycle in the conversational ai industry
- 99% of organizations expected their conversational-AI strategy to change within 12 months in Twilio’s 2025 global survey.[69]
- 70% of consumers failed to identify AI agents correctly in Twilio’s 2025 survey, despite more than 70% saying they could identify one.[69]
- 59% of organizations expected to replace their current conversational-AI solution within one year in Twilio’s 2025 global survey.[69]
- 8x was the aggregate growth in weekly Enterprise messages since November 2024 reported by OpenAI in 2025.[9]
- 20% of Enterprise messages were processed through a Custom GPT or Project in the recent period covered by OpenAI’s 2025 report.[9]
After-sales in the conversational ai industry
- 42% of consumers said human errors were more forgivable than AI errors in Medallia’s 2026 customer-experience survey.[70]
- 88% was the 2025 resolution rate for self-help channels including chatbots, FAQs, mobile apps and kiosks in the CX Leaders consumer survey.[17]
- 53% was the 2023 resolution rate for chatbot or virtual-assistant customer-care engagements in the CX Leaders survey.[17]
- 97% was the 2024 resolution rate for self-help channels including chatbots, FAQs, mobile apps and kiosks in the CX Leaders consumer survey.[17]
- 78% was the 2023 resolution rate for self-help channels including chatbots, FAQs, mobile apps and kiosks in the CX Leaders consumer survey.[17]
Value proposition in the conversational ai industry
- 84% of Indeed Career Scout users rated the AI career-coaching product valuable in the early results reported in 2025.[9]
- 38% more likely to be hired were job seekers using Indeed Career Scout in the early results reported by OpenAI in 2025.[9]
- 9,000+ legal queries were automated annually by BBVA’s generative-AI chatbot in the OpenAI 2025 case study.[9]
- 20% was the increase in started applications when Indeed used LLM-generated explanations in its AI-powered job-matching product in 2025.[9]
- 3 full-time-equivalent positions were redeployed by BBVA after deploying its legal AI chatbot, according to the 2025 case study.[9]
13 Statistics
Sustainability & Ethics
Reported emissions changes connect to hosted conversational-AI operations. Boost.ai assessed Scope 2 and Scope 3 emissions fell from 92.34 tCO2e in 2024 to 81.72 tCO2e in 2025.
Sustainability in the conversational ai industry
- 100% of Boost.ai’s Sandnes office electricity has been certified hydropower since December 2025, supporting its conversational-AI platform operations.[71]
- 11.5% was the reduction in Boost.ai’s assessed Scope 2 and Scope 3 emissions from 92.34 tCO2e in 2024 to 81.72 tCO2e in 2025, globally.[71]
- 29.2% was Boost.ai’s reduction in Scope 3 emissions per dollar of revenue, from 62.6 grams in 2024 to 44.3 grams in 2025.[71]
- 59% is Boost.ai’s target reduction in absolute Scope 2 greenhouse-gas emissions by 2034 from its 2024 baseline, globally.[71]
ESG in the conversational ai industry
- 82% of companies surveyed by KPMG rated AI as highly or very highly relevant in an ESG context in Germany.[15]
- 77% of companies surveyed by Wavestone said they precisely understood the environmental footprint of their generative-AI use when CSR departments were empowered, primarily in France.[72]
- 25% of companies surveyed by KPMG were actively using AI in ESG activities in Germany in 2026.[15]
Ethics in the conversational ai industry
- 63% ± 13% was the performance score of participants using Claude Opus 4 in Anthropic’s alignment assessment, versus 25% ± 13% for controls.[73]
- 42% ± 11% was the performance score of participants using Claude Sonnet 4 in Anthropic’s alignment assessment, versus 25% ± 13% for controls.[73]
- 86% of attacks against Claude Sonnet 4 were prevented with end-to-end safeguards, compared with 69% without safeguards, in Anthropic’s evaluations in 2025.[73]
- Nearly 100% was the malicious-agentic-coding safety score Anthropic reported for Claude Opus 4 and Sonnet 4 with safeguards in 2025.[73]
- 90% was Claude Sonnet 4’s malicious-agentic-coding safety score without safeguards in Anthropic’s 2025 evaluation.[73]
Carbon footprint in the conversational ai industry
- 1,815 tCO2e was Clarity AI’s total greenhouse-gas footprint across Scopes 1, 2 and 3 in 2024; all reported emissions were Scope 3.[74]
- 1,311.9 tCO2e was Boost.ai’s absolute Scope 3 emissions in 2025, compared with 1,251.4 tCO2e in 2024, as its hosted conversational-AI server footprint expanded.[71]
- 81.72 tCO2e was Boost.ai’s assessed Scope 2 and Scope 3 emissions in 2025, down from 92.34 tCO2e in 2024, globally.[71]
14 Statistics
Risk, Compliance & Legal
Compliance becomes operational, not conceptual. In 2023, 48% of Cisco-surveyed organizations admitted entering non-public company information into generative-AI tools across 12 geographies.
Compliance in the conversational ai industry
- 27% of organizations surveyed by Cisco had temporarily banned generative-AI use because of privacy and data-security concerns across 12 geographies in 2023.[33]
- 77% of Microsoft Responsible AI consultations in 2024 focused on generative AI, including conversational products such as Copilot.[75]
- May 1 to December 31, 2025 was the reporting period for Anthropic’s EU Digital Services Act transparency report covering in-scope Claude.ai features.[76]
- 48% of organizations surveyed by Cisco admitted entering non-public company information into generative-AI tools across 12 geographies in 2023.[33]
Risk Management in the software and IT services sector (sector benchmark)
- Across U.S. organizations, 41% identify technology risk as a leading five-year risk challenge, according to a 2025 survey.[15]
- Across U.S. organizations, 57% identify cybersecurity as their biggest risk challenge over the next five years, according to a 2025 survey.[15]
- Across U.S. organizations, 52% have not integrated risk and resilience capabilities, accountabilities or organizational structures, according to a 2025 survey.[15]
- Across U.S. organizations, 43% identify data privacy risk as a leading five-year risk challenge, according to a 2025 survey.[15]
Cybersecurity in the software and IT services sector (sector benchmark)
- Across North American IT channel companies, 49% cite cybersecurity services demand as a top driver of industry health in 2025.[77]
- Across North American IT channel companies, 39% cite recurring managed-services revenue opportunities as a top industry-health driver in 2025.[77]
- Among organizations providing software, digital or connected managed services, 83% report formal incident-response policies with customer-breach notification plans and timelines.[78]
- Across North American IT channel companies, 49% cite adoption of artificial-intelligence tools as a top industry-health driver in 2025.[77]
- Across North American IT channel companies, 47% cite continued cloud adoption as a top driver of industry health in 2025.[77]
Data Privacy in the software and IT services sector (sector benchmark)
- Among data-protection professionals globally, 46% use specialist software to manage records of processing activities in 2025.[79]
- Among data-protection professionals globally, 59% use specialist software for at least one data-protection task in 2025.[79]
- Among data-protection professionals globally, 43% use specialist software to conduct privacy or data-protection impact assessments in 2025.[79]
- Among data-protection professionals globally, 31% use specialist software to provide privacy training in 2025.[79]
- Among data-protection professionals globally, 25% use specialist software to conduct vendor risk assessments in 2025.[79]
Crisis Management in the software and IT services sector (sector benchmark)
- Across business and IT executives in the United States, United Kingdom, Australia and Japan, 43% say neglecting business-continuity planning would worsen major IT outages.[80]
- Across business and IT executives in the United States, United Kingdom, Australia and Japan, 83% said the July 2024 global IT outage caught them off guard.[80]
- Across executives in the United States, United Kingdom, Australia and Japan, 88% expect a major IT incident comparable to the July 2024 outage during 2025.[80]
- Among IT executives in the United States, United Kingdom, Australia and Japan, 47% say insufficient incident-management planning would worsen major IT outages.[80]
- Among business executives in the United States, United Kingdom, Australia and Japan, 41% say insufficient incident-management planning would worsen major IT outages.[80]
Governance in the conversational ai industry
- 23 models from multiple AI developers were evaluated in Anthropic’s external red-team exercise for prompt-injection resistance in 2025.[73]
- 77% of Microsoft’s Sensitive Uses and Emerging Technologies consultations in 2024 concerned generative-AI cases requiring responsible-AI governance.[75]
- ASL-2 was the Responsible Scaling Policy deployment standard Anthropic selected for Claude Sonnet 4 in 2025.[73]
- ASL-3 was the Responsible Scaling Policy deployment standard Anthropic selected for Claude Opus 4 in 2025.[73]
- 11.4 million Claude accounts were banned by Anthropic from January through June 2026 under its usage-policy enforcement program.[73]
15 Statistics
Globalization & Expansion
Cross-country commercial uptake is quantified by enterprise customer growth. OpenAI reported 187% more paying business customers in Australia from November 2024 to November 2025.
Globalization in the conversational ai industry
- 153% was the increase in paying business customers in the Netherlands from November 2024 to November 2025, according to OpenAI’s enterprise AI report.[10]
- 161% was the increase in paying business customers in Brazil from November 2024 to November 2025, according to OpenAI’s enterprise AI report.[10]
- 146% was the increase in paying business customers in France from November 2024 to November 2025, according to OpenAI’s enterprise AI report.[10]
- 187% was the increase in paying business customers in Australia from November 2024 to November 2025, according to OpenAI’s enterprise AI report.[10]
- 180+ countries are served by Twilio’s global customer-engagement platform, which supports conversational interactions across messaging, voice and email.[69]
Cultural adaptation in the conversational ai industry
- 15 Arabic dialects are covered by Lucidya’s Arabic sentiment-analysis platform, according to the company’s published product information.[81]
- 2 million questions have been answered by Viamo’s AVA pilot in Rwanda using Google Gemini and interactive voice-response users.[30]
- 3 languages—Finnish, English and Swedish—are supported by the City of Helsinki’s customer-care chatbot, with IBM testing AI translation for multilingual service.[23]
- 27 Sub-Saharan African languages are covered by Google’s WAXAL speech dataset, representing languages spoken by more than 100 million people across over 26 countries.[30]
Supplier management in the conversational ai industry
- 2,700+ partners and 4,000+ customers across 90+ countries are reported by Automation Anywhere in its conversational-AI acquisition announcement.[27]
- Nearly 500 million AI-agent and automation executions per year are reported by Automation Anywhere in its Boost.ai acquisition announcement.[27]
- 20% was Gupshup’s workforce growth to 1,400 employees in fiscal 2024, as demand increased for its AI-powered conversational solutions.[25]
- 12 countries is the physical footprint reported for Gupshup in IDC’s 2025 worldwide communications-platform assessment.[25]
- 10 billion+ messages per month are processed by Gupshup in more than 100 languages, according to IDC’s 2025 vendor assessment.[25]
Stakeholder management in the conversational ai industry
- 4,800 consumers and 457 business leaders participated in Twilio’s 2025 global conversational AI study.[69]
- 28% was the global average share of businesses that had fully implemented conversational AI for customer service in Twilio’s 2025 research.[69]
- 545 customer-experience and contact-center professionals participated in Medallia’s 2025 conversational-intelligence research.[70]
- 36% of Mexican businesses had fully deployed conversational AI for customer service in Twilio’s 2025 research.[69]
- 61% of Medallia’s 2025 conversational-intelligence respondents were customer-experience or voice-of-the-customer professionals.[70]
Distribution channels in the conversational ai industry
- 28.5% of LivePerson support volume was handled by its conversational AI system in 2024, compared with 4% in 2021.[82]
- 46 partners and more than 20 million customers are served by LTM’s digital and voice-enabled conversational bots, according to its 2025–26 annual report.[31]
- 100+ languages and more than 10 billion monthly messages are supported by Gupshup’s conversational-engagement platform.[25]
- 4% of LivePerson support volume was handled by its conversational AI system in 2021, according to the company’s 2024 annual report.[82]
- 4,000+ customers in more than 90 countries are served by Automation Anywhere through its automation and conversational-AI platform.[27]
Key questions about the Conversational AI Industry
What is the conversational AI market size in 2025 and 2026?
How fast is the conversational AI market expected to grow after 2026?
Which companies lead the conversational ai industry?
What technology and deployment shifts show up in 2024–2025 data?
How concentrated is the market by share or major vendor mix?
What regulatory change starts in August 2026 that affects chatbots?
Cite This Report
This report is designed to be cited. We maintain stable URLs and versioned verification dates. Copy the format appropriate for your publication below.
Marcus Afolabi. (2026, February 13). Conversational AI Industry Statistics. Gitnux. https://gitnux.org/conversational-ai-industry-statistics
Marcus Afolabi. "Conversational AI Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/conversational-ai-industry-statistics.
Marcus Afolabi. 2026. "Conversational AI Industry Statistics." Gitnux. https://gitnux.org/conversational-ai-industry-statistics.
Sources & references
102 sources cited across this report
- startus-insights.com
verint.com
apnews.com
blog.hubspot.com
teksystems.com
higherlogicdownload.s3.amazonaws.com
ec.europa.eu
oecd.org
openai.com
assemblyai.com
riverbed.com
anomalo.com
informatica.com
kpmg.com
utah.ismworld.org
- execsintheknow.com
freshworks.com
marketsandmarkets.com
grandviewresearch.com
researchandmarkets.com
- verdane.com
ncee.newsroom.ibm.com
static1.twilio.com
- eandenterprise.com
zendesk.com
automationanywhere.com
investors.soundhound.com
salesforce.com
blog.google
ltm.com
survey.stackoverflow.co
newsroom.cisco.com
computerworld.com
gallup.com
cio.com
liveperson.com
intercom.com
the-digital-insurer.com
cdn.featuredcustomers.com
conversionlogix.com
- chatterresearch.com
- hubsteer.com
- brand-news.it
business.linkedin.com
toprankmarketing.com
- cluagents.com
celonis.com
static1.squarespace.com
aws.amazon.com
exlservice.com
cx.asapp.com
cambridge.org
mdpi.com
itpro.com
techradar.com
- whitelane.com
luenendonk.de
d1eipm3vz40hy0.cloudfront.net
- dearbornlabs.com
tei.forrester.com
waterfieldtech.com
- braincuber.com
cgi.com
medallia.com
boost.ai
wavestone.com
anthropic.com
- 46493598.fs1.hubspotusercontent-na1.net
cdn-dynmedia-1.microsoft.com
gtia.org
isc2.org
- cdn.sypher.eu
pagerduty.com
en.wikipedia.org
- financialfilings.com
twilio.gcs-web.com
gartner.com
ai.meta.com
abc.xyz
perplexity.ai
deepseek.com
mistral.ai
ir.baidu.com
zapier.com
langchain.com
services.google.com
telusdigital.com
capgemini.com
talkdesk.com
adobe.com
nylas.com
arxiv.org
Social media in the conversational ai industry