Chatbot Market in BFSI

Market Overview

The global chatbot market in BFSI size was valued at USD 600 million in 2021 and is estimated to reach an expected value of USD 5343 million by 2030, registering a CAGR of 27.5% during the forecast period (2022 – 2030).

A chatbot is a computer program that uses artificial intelligence to facilitate human conversations (AI). It is used in several industrial sectors to establish a communication channel with their clients and provide them with recommendations, plans, and strategies for achieving their objectives. Applications that allow chatbots to converse with one another are also being created. These bots, installed on numerous platforms, guarantee the general happiness of the inquirer by providing the most acceptable answers to their questions.

The global chatbot market in BFSI share is expanding as a result of factors including a rise in the demand for better customer relationship management (CRM) in this industry, an increase in the integration of chatbots with social media, and raised awareness of the benefits of chatbots over other forms of customer support.

Market Dynamics

Global Chatbot Market in BFSI Drivers

Increased Awareness and Advantages of Chatbots over other Customer Support Options

The market is growing as more people become aware of chatbots and their advantages, which include 24/7 service availability, greater response capacity, increased return on investment (ROI) for customer support, and more straightforward procedures for repetitive questions. Additionally, using chatbots has significant advantages for the BFSI industry, such as increased net promoter score (NPS), improved customer satisfaction due to faster response times, and more convenient product options for customers. These advantages are what are driving the growth of the BFSI chatbot market.

The Rise in Need Of Improvement Customer Relationship Management (CRM) 

The banking, financial services, and insurance industries have adopted chatbots more frequently, mostly to quicken the development of long-lasting relationships with their clients, deliver prompt services, and uphold consumer brand loyalty. For competitive advantages, customer relationship management is a pivotal contributor to the growth and profitability of banks today. Additionally, chatbots aid consumer engagement and concentrate on comprehending customers' desires and specific market requirements. Due to its ability to streamline the whole user experience and enhance customer relationship management (CRM) in the banking, financial services, and insurance industries, chatbot integration has increased significantly as a result.

Global Chatbot Market in BFSI Restraint

Increased Initial Installment Cost

The chatbot needs to be programmed differently for every new business as the interface system gets complex, which increases the initial installation cost. In addition, it increases the time needed to prepare for the program. It requires ongoing review, maintenance, and optimization, which are expensive, thus limiting the growth of chatbot implementation in BFSI. Moreover, any changes in this software or upgrades require additional costs, which restrains the market's growth.

Global Chatbot Market in BFSI Opportunities

Untapped Potential of Emerging Economies

By tightening their policies and fostering the growth of the Asia-Pacific chatbot market in BFSI, insurers can take advantage of the immense opportunities developing economies offer to grow their businesses. Customers desire numerous BFSI product lines to address their problems and elevate their complex wants via the internet in nations like India, Australia, and China. Therefore, the rise in demand from these emerging economies, which are developing & operating large agricultural sectors, is expected to provide lucrative opportunities for the market in the coming years.

Regional Analysis

Region-wise, the global chatbot market in BFSI is analyzed across North America, Europe, Asia-Pacific, and LAMEA. North America was the highest revenue contributor, estimated to grow at a CAGR of 26.1%. 

North America includes the US and Canada. Further, in the US, the adoption of chatbots in BFSI has widely increased and is expected to maintain its dominance during the forecast period. Significant developments in financial technologies and expansion of IT infrastructure in the BFSI sector are some of the primary growth factors in the country. Moreover, companies in the region are working rapidly to develop & find commercial applications for chatbot technologies, shifting from first-generation bots to advanced technologies. Therefore, this is expected to fuel the market's growth during the forecast period. North America is estimated to grow at a significant rate due to client-centric approaches, provision of 24/7 customer engagement, operational efficiencies, cost containment, sustainability benefits, and change in business dynamics across the BFSI sector. These factors are becoming some of the primary growth factors in the region. Moreover, continuous technological advancement, followed by high penetration of smartphones, tablets, and computers, are some of the major factors expected to provide lucrative opportunities for the market in the coming years.

Asia-Pacific is the fastest-growing region. The Asia-Pacific market is analyzed across China, India, Japan, Singapore, Australia, and the rest of Asia-Pacific. It is considered the fastest-growing region globally due to its emerging economies and adoption of technology services in the BFSI sector. Therefore, these factors drive the growth of the chatbot market in BFSI in the region. The global market is brisk in countries such as China, Japan, India, Indonesia, Australia, New Zealand, and Singapore, with high GDP growth and a rise in per capita income.

Furthermore, the growth of the FinTech industry and the significant shift toward digital & mobile banking in the region majorly drive the development of the market. Attributed to the surge in demand for intelligent customer engagement, there is a strong need to understand consumer behavior in the BFSI sector and an increase in the adoption of cloud-based technology, which fuels the growth of the market in the region. In addition, several banks and insurance companies in this region heavily invest in chatbot technology as it provides cheaper, faster, and better options for consumers to avail of services, thereby propelling the chatbot market in BFSI growth in the region.

Europe is the second largest region and is estimated to reach an expected value of USD 3360 million by 2027, registering a CAGR of 27.2%. The European market is analyzed across the UK, Germany, France, Italy, Spain, the Netherlands, and the rest of Europe. Europe has witnessed significant growth as governments in the region provide massive support for investment & development of IT. Moreover, chatbot implementation across the BFSI sector continues to rise to offer customized services & personalized product offerings to consumers in the region, thereby becoming a significant growth factor for the chatbot market in BFSI in Europe. Investment in Europe in chatbots is low compared to North America; however, its continuous technological development is expected to propel the market's growth.

Moreover, Europe focuses on virtual assistants and specialized productivity bots in the BFSI sector. Countries like Germany, the UK, and France, establish & invest in advanced technologies in the BFSI sector. Furthermore, the growth of the FinTech industry in this region helps to increase the adoption of AI and chatbots across the BFSI sector.

Segmental Analysis

The global chatbot market in BFSI is segmented into components, type, end user, platform, application, and region. 

By Components Analysis

Regarding components, the global market is classified into solution and service. The solution segment was the highest contributor and is estimated to grow at a CAGR of 27% during the forecast period. Chatbot solution provides customer support and attempts to simulate the conversation with a human being via text or voice interactions. It performs automated tasks and leverages AI to reduce the workload for its clients, thereby improving their customer service experience in the market. Furthermore, chatbot solution is primarily implemented across the BFSI sector to improve customer retention and provide real-time services via chatbot technology. The solution segment involves the integration of enhanced technologies, such as natural language processors (NLP), cloud-based deployment, multilingual, interference engines, and application programming interfaces (API), which are expected to drive market growth. In addition, companies provide several solutions via chatbots on users' smartphones, websites, social media, and other platforms, which have become some of the significant trends in the market.

The service segment is the fastest growing. Chatbot service includes professional services & managed services. It ensures the effective functioning of the software with transparency & control throughout the process. In addition, services via chatbots include:

• Training & support.
• Consulting services.
• Tracking & managing consumer needs efficiently with personalized assistance.
• Optimized performance development.

Chatbots in the BFSI sector is expected to require hosting services, such as monitoring, management, security, integration, and others, to resolve hosting issues, thereby driving the market's growth. Furthermore, the rise in demand for chatbot-as-a-service is anticipated to provide lucrative opportunities for the market in the coming years.

By Platform Type Analysis

Based on platform type, the global market is bifurcated into web-based and mobile-based. The web-based segment was the highest contributor to the market, estimated to grow at a CAGR of 26.3% during the forecast period. Web-based chatbots function on a remote server and can reach the general public through a webpage. This chatbot enables users to control bot behavior & personality, and users generally own a bot hosted for free through premium options. Moreover, several businesses choose to implement chatbots on their websites, which will be accessible to all customers. In addition, it enables the company to leverage the existing investments made on their website & provide a better user experience in the market. Web-based chatbots are gaining traction among banking, insurance, and financial institutions due to their advanced connectivity & user-friendly interfaces. In addition, numerous advantages web-based chatbots offer over stand-alone applications, such as free availability, accessibility from multiple computers, and others, drive the market's growth. Increased deployments of web-based chatbots across the BFSI sector are expected to provide lucrative opportunities to the market in the coming years.

The mobile-based segment is the fastest growing. Mobile-based chatbots involve text & voice control features and enable a self-service mobile experience for customers. In addition, the BFSI sector is a significant adopter of live chatbots via mobile applications and integrates chatbots to provide convenience to its customers in the market. For instance, in 2018, the Federal Bank, a private sector commercial bank in India, launched a chatbot-based virtual assistant in the bank's mobile application FedMobile in partnership with Niki.ai. Increased penetration of smartphones & tablets resulted in the rise in adoption of chatbots, which propels the growth of the mobile-based segment. In addition, the banking sector's adoption of smart mobile advisors has increased to provide real-time customer services, thereby becoming a significant trend in the market.

By End-User Analysis

Based on end-user, the global market is divided into banks, insurance companies, and others. The bank's segment was the highest contributor to the market and is estimated to grow at a CAGR of 30.1% during the forecast period. The banking sector is the early adopter of chatbots, which has witnessed increased demand for chatbots from its large customer base in the market. At present, banks are shifting toward digital banking and moving beyond standard automation and user experience, which is becoming one of the significant trends in the market. Moreover, implementing chatbots helps deliver personalized customer services to handle customer queries efficiently and enhance customer relationship management. Therefore, these are some factors that represent significant market growth during the forecast period.

The insurance companies segment is the fastest growing. Benefits, such as ease of access to customer's issues, tracking fraudulent claims, and assisting client onboarding, increase chatbot implementation in the insurance sector. Moreover, adopting AI-based chatbots to sell policies and help customers with insurance advice is expected to drive the market to grow at a significant CAGR during the forecast period. On the contrary, the insurance industry is continuously investing in technology, big data, and automation for better customer service, which is anticipated to create lucrative opportunities for market growth.

By Application Analysis

Based on application, the global market is segmented into customer support, branding & advertisement, data security & compliance, and others. The customer support segment was the highest contributor to the market and is estimated to grow at a CAGR of 25.3% during the forecast period. Increased customer need and demand for instant deliverables of product offerings via chatbots is becoming a significant trend in the customer support segment. Moreover, by analyzing the user's text for keywords & phrases that relate to common customer roadblocks, the chatbot helps accelerate business operations' growth by providing massive customer support. These factors fuel the growth of the chatbot market for the customer support business area.

The branding & advertisement segment is the fastest growing. The rise in usage of online e-commerce websites and increased awareness of product & luxury brands are some of the significant trends in the market. In the BFSI sector, banks & other financial institutions are branding their new launches & advertising their product lines via chatbots, which is becoming a significant growth factor in the market.

Recent Developments

• August 2022 - IBM (NYSE: IBM) and the United States Tennis Association (USTA) announced a five-year renewal of their longstanding, 30-year partnership.
• July 2022 - To modernize, secure, and automate business applications and IT operations, IBM (NYSE: IBM) announced a significant extension of its Power10 server line with the launch of mid-range and scale-out systems. The new Power10 servers give clients that want to swiftly deploy new services across various environments additional pay-as-you-go consumption options while combining performance, scalability, and flexibility.