North America Chatbot Market Outlook, 2028

The North American chatbot market is expanding at a rapid pace. Chatbots are software applications that employ artificial intelligence and natural language processing to comprehend human requirements and direct them to the intended goal with as little labor as possible from the end user. It serves as a virtual assistant for consumer touch points. Bots interpret user intent, process requests, and provide timely, relevant responses. During the forecast period, the market is expected to grow rapidly, with some key trends emerging, such as the increasing adoption of customer care services in enterprises to reduce operational costs, a significant increase in messaging services, and advancements in natural language processing (NLP) and AI technologies. The COVID-19 pandemic has had a favourable impact on the North American chatbot market. As of the government's announcement of a lockdown in North America, the use of chatbots to answer the massive burden of inquiries in numerous verticals like healthcare, BFSI, retail, and e-commerce, among others, has expanded. Furthermore, the chatbot assisted several firms in establishing reliable remote work conditions. This resulted in increased demand for chatbots and overall industry growth. North America is a cultural and linguistic melting pot. Chatbots in this region are frequently outfitted with multilingual capabilities to converse efficiently with users who speak English, Spanish, French, and a variety of other languages. This openness guarantees that a diverse range of people can access and use chatbot services. Given North America's severe data privacy requirements, chatbots are built with strong security and compliance frameworks in mind. They place a premium on user data security, ensuring that personal information is managed in line with regional regulations, including the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA).

According to the research report, “North America Chatbot Market Outlook, 2028” published by Bonafide Research, the market was valued at more than USD 1900 Million in 2022. North American chatbots prioritize accessibility and inclusion. They are intended to accommodate disabled users by supporting screen readers, keyboard navigation, and other assistive technology, thereby making the digital realm more accessible to all. In North America, chatbots are focused on providing tailored experiences by monitoring user behavior and preferences. They use this information to provide personalized recommendations, product recommendations, and help, increasing user engagement and pleasure. Many chatbots in North America are integrated into omnichannel customer care plans, allowing users to smoothly migrate between various communication channels, including websites, social media, mobile apps, and messaging platforms. This ensures a unified and consistent user experience. Customer happiness and loyalty are prioritized by North American chatbots. They are intended to assist customers in swiftly and efficiently resolving problems, thus improving the overall customer experience and encouraging brand loyalty. Chatbots play an important role in providing clients with product recommendations, order tracking, and payment support in the expanding North American e-commerce business. They can even perform difficult processes like processing returns and refunds, making online shopping more convenient. Chatbots are employed in educational institutions and corporate training programs in North America to provide individualized learning experiences. They deliver educational content, answer inquiries, and provide help on a variety of subjects and abilities. In North America, chatbots are constantly updated and enhanced based on user feedback and emerging technologies. They evolve to meet changing user needs and industry standards, guaranteeing their effectiveness and relevance over time. Many North American chatbots integrate seamlessly with third-party applications and services, allowing users to book rides, buy food, and do other operations directly through the chatbot interface, increasing ease and efficiency.

Based on the report market is divided into three major countries United States, Canada and Mexico. Among them United States is dominating the market of North America.

A convergence of technological innovations, increasing consumer expectations, and the quest for better customer experiences across different businesses is driving the chatbot industry in the United States. In addition, the market benefits from the continual advancement of artificial intelligence and natural language processing technologies. These advancements have enabled chatbots to not only interpret and respond to user inputs more precisely but also to engage in more sophisticated and context-aware dialogues. Chatbots are increasingly being employed in customer service by businesses to provide quick assistance to their customers. Customers may receive prompt responses to their questions as a result of chatbots' 24-hour availability, which leads to higher levels of customer satisfaction. Furthermore, the cost-effectiveness of chatbots in comparison to large customer service teams boosts their rise, particularly among start-ups and small to medium-sized enterprises. In the United States, chatbot use is rapidly expanding, with businesses of all sizes embracing this technology. More than 40% of firms are currently using chatbots to increase corporate efficiency, according to recent research. Chatbots are becoming popular on chat systems including Facebook Messenger, WhatsApp, and Apple Business Chat. This allows businesses to reach out to customers using the channels they choose. Chatbots are becoming popular in customer service, allowing businesses to automate responses to common questions. Many firms have integrated chatbots into their websites and messaging systems to provide assistance 24 hours a day, seven days a week. AI and NLP advancements have enabled chatbots to better understand and respond to natural language. This improves user experiences by making chatbot discussions more human-like. The United States has one of the largest and most diverse economies in the world.

Based on offering market is divided into solutions, services, training and consulting, system integration and implementation and support and maintenance. Among them solutions offering is expected to lead the market of North America.



In the chatbot market, offering solutions entails providing bespoke chatbot solutions to satisfy specific corporate demands. Because of the region's numerous industries and consumer demographics, North American enterprises frequently have specific requirements. Chatbot providers who focus on providing bespoke solutions can effectively meet these diverse needs. North America has a diverse spectrum of industries, including finance, healthcare, e-commerce, and others. Offering industry-specific chatbot solutions enables organizations to benefit from chatbots that are experts in their domains, resulting in improved performance, accuracy, and client engagement. North American businesses frequently demand scalable chatbot solutions that can scale with their operations. Chatbot companies are a favoured alternative for enterprises searching for scalable solutions since they can adapt to their clients shifting needs and requests. In order to function effectively, North American firms rely on a variety of programs and systems. There is a great need for chatbot providers who supply solutions with strong integration capabilities. The operations and data flow can be streamlined by integrating these solutions without difficulty with current CRM systems, databases, e-commerce platforms, and other technologies. Modern technologies are well known to be accepted in the North American market. Intelligent, context-aware responses can be provided via chatbot solutions that include cutting-edge technology like natural language processing (NLP), machine learning, and AI. This increases user engagement and happiness.

In terms of type market is divided into menu based, linguistic-based, keyword recognition based, contextual, hybrid and voicebots. Menu based type is predicted to lead the market of North America chatbot market.

Chatbots with menus provide a structured and approachable user experience. Clear menus and alternatives are provided to users, making it simple for them to navigate and find the data or services they require. Many users, including those who are not tech-savvy, find this simplicity to be especially enticing. Chatbots that use menus deliver predictable responses and interactions. The chatbots behavior is predictable because of the specified settings, guaranteeing that users only receive trustworthy and accurate information or services. For users to trust you, you must be consistent. These chatbots are frequently more effective at providing precise information or carrying out tasks. Quick menu selection by users may result in quicker problem-solving or access to desired services. In fields like customer assistance, efficiency is highly prized. Websites, mobile apps, and messaging services can all easily integrate menu-based chatbots. They are a sensible option for companies trying to improve user experiences because they can be simply integrated into current user interfaces and workflows. Accessibility is taken into consideration while designing menu-based chatbots, ensuring that people with impairments may use assistive technology like screen readers and keyboard navigation to effortlessly explore and engage with the chatbot. Businesses in North America often require scalable solutions to accommodate growing user bases and evolving needs. Menu-based chatbots can be scaled up by adding more menu options or refining existing ones to meet changing requirements.

Based on bot communication market is divided into text, audio/voice and video. Furthermore based on vertical market is majorly divided into retail & e-commerce, IT & telecommunication, travel & tourism, BFSI, healthcare, media and entertainment and others (manufacturing, construction and real estate, education, government and defense, energy and utilities and automotive)

Text-based communication mimics how individuals naturally communicate via text messages and chat apps, making it a pleasant and familiar way for users to interact. User acceptability and engagement are promoted by this familiarity. Because they don't rely on voice recognition or other advanced technology, text-based chatbots are usable by a wide range of users. Text-based chatbots are inclusive and consistent with accessibility guidelines since they allow users with a variety of skills and disabilities to interact with ease. Ext-based chatbots can be used on a variety of platforms, including websites, mobile applications, messaging apps (like WhatsApp and Facebook Messenger), and even SMS. As a result of their adaptability, businesses may reach customers wherever they are, expanding the chatbots reach. Text-based communication allows users to interact with chatbots privately, which is particularly crucial for sensitive topics like healthcare or financial inquiries. Users often feel more comfortable discussing personal matters via text rather than voice. Retail and E-commerce are the major verticals of chatbot in North America. In both retail and online businesses, chatbots are quite adept at enhancing customer service. They can help consumers track orders, respond quickly to frequently requested queries, help with refunds or exchanges, and generally give a smooth and effective customer experience. Chatbots can offer assistance and information at any time, including after traditional business hours, as retail and e-commerce companies operate around the clock. Customers will always receive support because of this constant availability. For retail and e-commerce businesses that see swings in client queries, particularly during busy shopping seasons, chatbots' scalability is essential. Without the need for extra staff, chatbots can handle a significant volume of requests.

Companies Covered in this report:

The International Business Machines Corporation, Microsoft Corporation, Google LLC, Amazon.com, Inc. Salesforce, Inc., Oracle Corporation, Kore.ai, [24]7.ai, Inc., eGain Corporation, Conversica, Genesys Telecommunications Laboratories, Inc., Zendesk, Inc., Intercom, Inc, Verint Systems, Creative Virtual Ltd, Accenture plc, Contus Tech Private Limited, Inbenta.

Considered in this report:

• Geography: North America
• Historic year: 2017
• Base year: 2022
• Estimated year: 2023
• Forecast year: 2028

Aspects covered in this report:

• North America Chatbot market Outlook with its value and forecast along with its segments
• Country-wise Chatbot market analysis
• Various drivers and challenges
• On-going trends and developments
• Top profiled companies
• Strategic recommendation

Country covered in the report:

• United States
• Canada
• Mexico

By Offering:

• Solutions
• Services
• Training and Consulting
• System Integration and Implementation
• Support and Maintenance

By Type:

• Menu based
• Linguistic- based
• Keyword Recognition based
• Contextual
• Hybrid
• Voicebots

By Bot Communication:

• Text
• Audio/Voice
• Video

By Vertical:

• Retail & E-Commerce
• IT & Telecommunication
• Travel & Tourism
• BFSI
• Healthcare
• Media and Entertainment
• Others (manufacturing, construction and real estate, education, government and defense, energy and utilities and automotive)

The approach of the report:

This report consists of a combined approach of primary and secondary research. Initially, secondary research was used to get an understanding of the market and list the companies that are present in it. The secondary research consists of third-party sources such as press releases, annual reports of companies, and government-generated reports and databases. After gathering the data from secondary sources, primary research was conducted by conducting telephone interviews with the leading players about how the market is functioning and then conducting trade calls with dealers and distributors of the market. Post this; we have started making primary calls to consumers by equally segmenting them in regional aspects, tier aspects, age group, and gender. Once we have primary data with us, we can start verifying the details obtained from secondary sources.

Intended audience:

This report can be useful to industry consultants, manufacturers, suppliers, associations, and organisations related to the Chatbot industry, government bodies, and other stakeholders to align their market-centric strategies. In addition to marketing and presentations, it will also increase competitive knowledge about the industry.