South Africa Conversational Ai Market
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South Africa Conversational AI Market, By Component (Platform, Services); By Conversational Agent Type (AI Chatbots, Voice Bots, Interactive Voice Assistants (IVAs), Generative AI Agents); By Deployment Mode (Cloud, On-Premises); By Technology (Machine Learning (ML), Deep Learning, Automated Speech Recognition, Natural Language Processing (NLP)); By End User (BFSI, Retail & E-commerce, Healthcare & Life Sciences, Travel & Hospitality, Telecom, Media & Entertainment, Others), Trend Analysis, Competitive Landscape & Forecast, 2019–2030
- Published Date: July 2024
- Report ID: BWC24553
- Available Format: PDF
- Page: 400
Report Overview
Growing awareness about the significant benefits of deploying artificial intelligence (AI) tools, solutions, and services, and a spurring demand for AI-powered digital experience are expected to boost the growth of South Africa Conversational AI Market during the forecast period between 2024 and 2030.South Africa Conversational AI Market - Industry Trends & Forecast Report, 2030
South Africa Conversational AI Market size was estimated to be worth USD 210.0 million in 2023. During the forecast period between 2024 and 2030, South Africa Conversational AI Market size is projected to grow at a CAGR of 17.90%, reaching a value of USD 620.5 million by 2030. Major growth factors for South Africa Conversational AI Market include rising demand for chatbots for improved customer service and reduced cost and rising integration of computer vision and voice recognition technology.
Conversational AI – Overview
Conversational AI is a technology that supports automated messaging and speech-enabled applications and supports computer-human interaction. This AI technology combines natural language processing (NLP) with traditional software like chatbots and voice assistants. They are gaining popularity over websites, messaging platforms, and mobile apps. Conversational AI is proving to be highly effective in reducing low-end, repetitive tasks by 20%. Some of the world’s best conversational AI platforms include BotXO AI, SAP Conversational AI, Kore.ai, and MindMeld.
South Africa Conversational AI Market
Growth Drivers
Rising Demand for Conversational AI in Customer Service
Bots allow agents to handle more complicated client concerns by handling basic requests and answering frequently asked questions (FAQs) with conversational AI. As a result, customer support teams may concentrate on recruiting and developing multi-talented agents who can manage more complex client issues rather than depending on fewer agents to handle more requests. Conversational AI has also proven to be cost-effective since it eliminated the need to pay extra workers to perform tasks like responding to routine questions and FAQs and emailing potential customers to let them know they were available for chat around the clock. These benefits by conversational AI are boosting the growth of South Africa Conversational AI Market.
Challenges
Lack of Understanding in Human Conversation
Conversational AI's inability to handle intricate phrase structures and carry on emotional discussions with people is one of its major limiting factors. Consequently, it is expected to limit the growth of South Africa Conversational AI Market. As conversational AI can only answer relatively basic queries, it is unable to make a significant impact on client retention. The growth of the conversational AI market in South Africa may also be restricted due to the limited advancements in the fields of machine learning and natural language processing.
Impact of Escalating Geopolitical Tensions on South Africa Conversational AI Market
Escalating geopolitical tensions among countries across the regions could have a significant impact on the growth of South Africa Conversational AI Market. Conflicts between the nations introduce uncertainty and instability, potentially leading to economic fluctuations, regulatory changes, and disruptions in international trade and financial flows. Investor confidence may waver, hindering foreign investments and affecting overall economic stability. Moreover, heightened geopolitical uncertainties could prompt increased regulatory scrutiny and compliance costs, influencing the operational landscape for conversational AI service and solution providers. Adapting to these significant changes becomes crucial for sustaining growth in South Africa's Conversational AI Market landscape amidst such challenging geopolitical dynamics.
South Africa Conversational AI Market
Segmental Coverage
South Africa Conversational AI Market – By Component
Based on component, South Africa Conversational AI Market is segmented into platforms and services. The platform segment holds a larger share in South Africa Conversational AI Market. The expanding internal adoption of conversational AI technology by enterprises is driving the growth of the platform segment. Additionally, AI-enhanced support systems may provide consumers with 24/7 assistance and service accessibility, allowing companies to offer trustworthy customer care.
South Africa Conversational AI Market – By Conversational Agent Type
On the basis of conversational agent type, South Africa Conversational AI Market is segmented into AI chatbots, voice bots, interactive voice assistants (IVA), and generative AI agents. The AI chatbot segment accounts for the highest market share. The growth of AI chatbot segment is mainly attributed to its adoption of improved customer service and engagement. Chatbots are now highly advanced and capable of comprehending and producing language similar to humans, with the advancements in the NLP technology that help in achieving higher accuracy and contextual awareness during customer service.
South Africa Conversational AI Market – By Deployment Mode
Based on deployment Mode, South Africa Conversational AI Market is segmented into cloud and on-premises. The on-premises segment dominates South Africa Conversational AI Market, owing to the flexibility it offers customers and its relatively lower cost compared to the cloud. A major factor that drives the growth of the on-premise segment is the demand for data privacy and security. The on-premises segment facilitates the highest security for certain sectors, including government, healthcare, banking, and finance, which need to have complete control over their data and reduce the risk of data breaches and unauthorized access.
Competitive Landscape
Major players in the highly competitive South Africa Conversational AI market include CM.com, Botlhale AI Pty Ltd, Peach Bots Services (Pty) Ltd, Pipedrive, Freshworks Customer Service Suite, Fathom, Codiste, BotsZA (Pty) Limited, and Smartsupp. To further enhance their market share, these companies employ various strategies, including mergers and acquisitions, partnerships, joint ventures, license agreements, and new product launches.
Recent Developments
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In February 2024 – Google announced the launch of its conversational AI model, Bard, in South Africa.
Scope of the Report
Attributes |
Details |
Years Considered |
Historical Data – 2019–2023 |
Base Year – 2023 |
|
Estimated Year – 2024 |
|
Forecast Period – 2024–2030 |
|
Facts Covered |
Revenue in USD Million |
Product/ Service Segmentation |
Component, Conversational Agent Type, Deployment, Technology, End User |
Key Players |
CM.com, Botlhale AI Pty Lt, Peach Bots Services (Pty) Ltd, Pipedrive, Freshworks Customer Service Suite, Fathom, Codiste, BotsZA (Pty) Limited, Smartsupp |
By Component
-
Platform
-
Services
-
Support & Maintenance
-
Training & Consulting
-
System Integration
By Conversational Agent Type
-
AI Chatbots
-
Voice Bots
-
Interactive Voice Assistants (IVAs)
-
Generative AI Agents
By Deployment Mode
-
Cloud
-
On-Premises
By Technology
-
Machine Learning (ML)
-
Deep Learning
-
Automated Speech Recognition
-
Natural Language Processing (NLP)
By End User
-
BFSI
-
Retail & E-commerce
-
Healthcare & Life Science
-
Travel & Hospitality
-
Telecom
-
Media & Entertainment
-
Others
- Research Framework
- Research Objective
- Product Overview
- Market Segmentation
- Executive Summary
- South Africa Conversational AI Market Insights
- Industry Value Chain Analysis
- DROC Analysis
- Growth Drivers
- Increased Demand for AI-powered Digital Experience
- Growing Awareness of AI Benefits
- Adoption of AI-powered Chatbots and Virtual Assistants
- AI-driven Analytics for Data-driven Decision Making
- Restraints
- Concerns about Data Privacy and Security
- Limited Access to Skilled AI Talent
- Opportunities
- Government Initiatives to Promote Digital Skills Development
- Collaborations between Academia and Industry
- Availability of AI-as-a-Service Solutions
- Increasing Adoption of AI in customer Service and Engagement
- Challenges
- High Implementation Costs
- Lack of Awareness and Understanding of AI
- Growth Drivers
- Technological Advancements/Recent Developments
- Regulatory Framework
- Porter’s Five Forces Analysis
- Bargaining Power of Suppliers
- Bargaining Power of Buyers
- Threat of New Entrants
- Threat of Substitutes
- Intensity of Rivalry
- South Africa Conversational AI Market: Marketing Strategies
- South Africa Conversational AI Market Overview
- Market Deployment & Forecast, 2019–2030
- By Value (USD Million)
- Market Share & Forecast
- By Component
- Platform
- Services
- Support and Maintenance
- Training and Consulting
- System Integration
- By Conversational Agent Type
- AI Chatbots
- Voice Bots
- Interactive Voice Assistants (IVA)
- Generative AI Agents
- By Deployment
- Cloud
- On-Premises
- By Technology
- Machine Learning
- Deep Learning
- Automated Speech Recognition
- Natural Language Processing
- By End User
- BFSI
- Retail & E-commerce
- Healthcare & Life Science
- Travel & Hospitality
- Telecom
- Media & Entertainment
- Others
- By Component
- Market Deployment & Forecast, 2019–2030
- Competitive Landscape
- List of Key Players and Their Range
- South Africa Conversational AI Company Market Share Analysis, 2023
- Competitive Benchmarking, By Operating Parameters
- Key Strategic Developments (Mergers, Acquisitions, Partnerships)
- Impact of Escalating Geopolitical Tensions on South Africa Conversational AI Market Industry
- Company Profiles (Company Overview, Financial Matrix, Competitive landscape, Key Personnel, Key Competitors, Contact Address, and Strategic Outlook, and SWOT Analysis)
- CM.com
- Botlhale AI Pty Lt
- Peach Bots Services (Pty) Ltd
- Pipedrive
- Freshworks Customer Service Suite
- Fathom
- Codiste
- BotsZA (PTY) Limited
- Smartsupp
- Other Prominent Players
- Key Strategic Recommendations
- Research Methodology
- Qualitative Research
- Primary & Secondary Research
- Quantitative Research
- Market Breakdown & Data Triangulation
- Secondary Research
- Primary Research
- Breakdown of Primary Research Respondents
- Assumption & Limitation
- Qualitative Research
*Financial information of non-listed companies can be provided as per availability.
**The segmentation and the companies are subject to modifications based on in-depth secondary research for the final deliverable.
List of Figures
Figure 1 South Africa Conversational AI Market Segmentation
Figure 2 South Africa Conversational AI Market Value Chain Analysis
Figure 3 Company Market Share Analysis, 2023
Figure 4 South Africa Conversational AI Market Deployment, By Value (USD Million), 2019–2030
Figure 5 South Africa Conversational AI Market Share, By Component, By Value, 2019–2030
Figure 6 South Africa Conversational AI Market Share, By Conversational Agent Type, By Value, 2019–2030
Figure 7 South Africa Conversational AI Market Share, By Deployment, By Value, 2019–2030
Figure 8 South Africa Conversational AI Market Share, By Technology, By Value, 2019–2030
Figure 9 South Africa Conversational AI Market Share, By End User, By Value, 2019–2030
List of Tables
Table 1 South Africa Conversational AI Market Share, By Component, By Value, 2019–2030
Table 2 South Africa Conversational AI Market Share, By Conversational Agent Type, By Value, 2019–2030
Table 3 South Africa Conversational AI Market Share, By Deployment, By Value, 2019–2030
Table 4 South Africa Conversational AI Market Share, By Technology, By Value, 2019–2030
Table 5 South Africa Conversational AI Market Share, By End User, By Value, 2019–2030
Table 5 CM.com Company Overview
Table 6 CM.com Financial Overview
Table 7 Botlhale AI Pty Lt Company Overview
Table 8 Botlhale AI Pty Lt Financial Overview
Table 9 Peach Bots Services (Pty) Ltd Company Overview
Table 10 Peach Bots Services (Pty) Ltd Financial Overview
Table 11 Pipedrive Company Overview
Table 12 Pipedrive Financial Overview
Table 13 Freshworks Customer Service Suite Company Overview
Table 14 Freshworks Customer Service Suite Financial Overview
Table 15 Fathom Company Overview
Table 16 Fathom Financial Overview
Table 17 Codiste Company Overview
Table 18 Codiste Financial Overview
Table 19 BotsZA (PTY) Limited Company Overview
Table 20 BotsZA (PTY) Limited Financial Overview
Table 21 Smartsupp Company Overview
Table 22 Smartsupp Financial Overview
Market Segmentation
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