全球领先的新经济产业第三方数据挖掘与分析机构
关于“智能客服”的报告
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艾媒咨询 | 2026-2027年中国智能客服市场消费趋势调查报告
AI智能体作为具备自主感知、决策与执行能力的下一代AI范式，将彻底重构人机交互模式，并全面提升全产业生产效率。在智能客服领域，AI智能体的落地正在推动市场需求从基础的自动问答，向全流程自主解决复杂问题升级。全球领先的新经济产业第三方数据挖掘和分析机构iiMedia Research（艾媒咨询）最新发布的《2026-2027年中国智能客服市场消费趋势调查报告》数据显示，2019-2030年中国智能客服行业市场规模呈稳步爬坡后加速跃升的发展态势，2025年市场规模突破600亿元，预计2028年正式迈入千亿级行列，2030年将达到1209亿元，是企业数字化转型浪潮下增长韧性突出的企业服务赛道。
智能客服的核心交互能力和适配性是当前体验短板，超三成消费者选择更换渠道、转人工或重新表述问题，超八成消费者对转接便捷度评价未达“非常方便”，反映出人工客服转接流程仍存在优化空间。当前智能客服在核心服务能力与用户信任层面仍有不足，消费者对智能客服的优化需求集中在隐私安全、复杂问题处理及回答精准度上。
艾媒咨询分析师认为，中国智能客服行业的发展，是企业降本增效诉求与AI技术迭代深化共同驱动的结果。当前智能客服已从基础问答工具升级为全链路智能服务节点，在电商、金融、政务、通信等核心场景的应用深度持续提升。
As the next-generation AI paradigm endowed with autonomous perception, decision-making, and execution capabilities, AI agents will fundamentally reshape human-computer interaction models and significantly enhance production efficiency across industries. In the field of intelligent customer service, the deployment of AI agents is driving market demand to evolve from basic automated Q&A to comprehensive autonomous resolution of complex issues throughout the entire process. Data from the latest "Research Report on Consumption Trends of China's Intelligent Customer Service Market from 2026 to 2027" released by iiMedia Research, a globally leading third-party data mining and analysis firm specializing in new economy sectors, indicates that the scale of China's intelligent customer service industry will experience steady growth followed by accelerated expansion from 2019 to 2030, surpassing 60 billion yuan by 2025, reaching the 100-billion-yuan threshold by 2028, and achieving 120.9 billion yuan by 2030—making it a robust growth sector in enterprise services amid the wave of digital transformation.
The core interaction capabilities and adaptability of intelligent customer service remain current shortcomings in user experience. Over 30% of consumers opt to switch channels, request human assistance, or rephrase their inquiries, while more than 80% rate the transfer process as not "very convenient," indicating room for improvement in the manual customer service referral workflow. Current intelligent customer services still fall short in both core service capabilities and user trust, with consumer demands primarily focused on privacy protection, handling complex issues, and response accuracy.
Analysts at iiMedia Research believe that the development of China's intelligent customer service industry is driven by both enterprises' demand for cost reduction and efficiency improvement, as well as the continuous advancement of AI technology. Currently, intelligent customer service has evolved from basic Q&A tools into comprehensive intelligent service nodes across the entire process chain, with its application depth continuously increasing in core scenarios such as e-commerce, finance, government services, and telecommunications. -
艾媒咨询 | 2025-2026年中国智能客服行业研究及消费者洞察报告
随着人工智能技术的不断进步，中国智能客服市场近年来发展迅速，其服务边界持续拓展，市场规模不断扩大，智能客服系统在提升用户服务效率和服务质量方面表现出巨大潜力。iiMedia Research（艾媒咨询）数据显示，2024年中国智能客服市场规模达482亿元（涵盖智能客服行业涉及的硬件、软件、服务等所有细分市场），预计到2027年，这一数字将增长至907亿元。调研结果显示，仍有三成用户对智能客服的使用体验不满意，当前市场中的智能客服语音识别不准确现象较为突出，84.2%的用户曾遇见语音识别不准确情况，未来中国智能客服需要更加注重用户数据的分析和利用，以提升用户体验和服务质量。同时，注重智能客服的迭代优化，进一步智能化、拟人化，推动行业技术进步，增加用户粘性，推动行业高质量发展。
With the continuous advancement of artificial intelligence technology, the intelligent customer service market in China has developed rapidly in recent years. Its service boundaries have been continuously expanding, and the market size has been constantly increasing. The intelligent customer service system has shown great potential in improving the efficiency and quality of user services. iiMedia Research data s shows that in 2024 China's intelligent customer service market scale up to 48.2 billion yuan (including smart customer service industry involving hardware, software, services, all segments), predicts 2027, the number will increase to 90.7 billion yuan. The results of the questionnaire survey show that still 30% of users are dissatisfied with the usage experience of intelligent customer service. Currently, the phenomenon of inaccurate voice recognition in intelligent customer service in the market is quite prominent. 84.2% of users have encountered inaccurate voice recognition situations. In the future, intelligent customer service in China needs to pay more attention to the analysis and utilization of user data to improve user experience and service quality. At the same time, emphasis should be placed on the iterative optimization of intelligent customer service, further enhancing its intelligence and personification, promoting technological progress in the industry, increasing user stickiness, and driving high-quality development of the industry. -
艾媒咨询 | 2025年中国智能客服市场发展状况与用户行为调查数据
随着人工智能技术的不断进步，中国智能客服市场近年来发展迅速，其服务边界持续拓展，市场规模不断扩大，智能客服系统在提升用户服务效率和服务质量方面表现出巨大潜力。根据全球领先的新经济产业第三方数据挖掘和分析机构iiMedia Research（艾媒咨询）最新发布的《2025年中国智能客服市场发展状况与用户行为调查数据》数据显示，2025年中国人工智能核心产业规模预计达到4000亿元，说明以人工智能为核心的智能客服市场发展前景广泛。中国智能客服用户在使用智能客服时最关注智能客服自然语言理解，其次是个性化推荐，说明用户注重智能客服的使用优化舒适度。在服务效率方面，49.82%的用户在办理话费查询、套餐更换等手机业务会接触到智能客服，说明中国智能客服用户大部分接触智能客服的场景为日常琐事查询办理场景。77.62%的用户认为满意度客服形式是智能客服和人工客服搭配，56.88%的用户在使用智能客服遇到问题后选择直接联系人工客服，说明智能客服市场仍然存在智能化优化空间。服务质量方面，47.41%用户认为智能客服应具备分辨用户情绪并调整回应方式的能力，显示出智能客服未来在智能化、拟人化的方面仍然具备优化空间。51.03%用户希望未来智能客服可以提供更多个性化服务，45.08%用户希望未来智能客服能加强与人工客服的协同工作，表明用户对智能客服个性化和协同性的高度关注。艾媒咨询分析师认为，未来中国智能客服需要更加注重用户数据的分析和利用，以提升用户体验和服务质量；同时注重智能客服的迭代优化，进一步智能化、拟人化，推动行业技术进步，增加用户粘性，推动行业高质量发展。
With the continuous progress of artificial intelligence technology, China's intelligent customer service market has developed rapidly in recent years, its service boundary continues to expand, the market scale continues to expand, intelligent customer service system has shown great potential in improving user service efficiency and service quality. According to the latest "iiMedia Report | China's intelligent customer service market development and user behavior survey data in 2025" released by iiMedia Research, the world's leading third-party data mining and analysis institution of new economy industry, the scale of China's artificial intelligence core industry is expected to reach 400 billion yuan in 2025. It shows that the intelligent customer service market with artificial intelligence as the core has broad prospects for development. Chinese intelligent customer service users pay most attention to intelligent customer service natural language understanding when using intelligent customer service, followed by personalized recommendation, indicating that users pay attention to the use of intelligent customer service optimization comfort. In terms of service efficiency, 49.82% of users will contact intelligent customer service when handling mobile phone services such as phone bill inquiry and package replacement, indicating that most of the scenarios for Chinese intelligent customer service users to contact intelligent customer service are daily trivia inquiry processing scenarios. 77.62% of users believe that the customer satisfaction form is the combination of intelligent customer service and manual customer service, and 56.88% of users choose to directly contact manual customer service after encountering problems with intelligent customer service, indicating that there is still intelligent optimization space in the intelligent customer service market. In terms of service quality, 47.41% of users believe that intelligent customer service should have the ability to distinguish user emotions and adjust the response mode, showing that intelligent customer service still has room for optimization in the future of intelligence and personification. 51.03% of users hope that intelligent customer service can provide more personalized services in the future, and 45.08% of users hope that intelligent customer service can strengthen the collaborative work with manual customer service in the future, indicating that users are highly concerned about the personalization and collaboration of intelligent customer service.iiMedia Consulting analysts believe that in the future, China's intelligent customer service needs to pay more attention to the analysis and utilization of user data to improve user experience and service quality; At the same time, we pay attention to the iterative optimization of intelligent customer service, further intelligent and personified, promote the technological progress of the industry, increase user stickiness, and promote the high-quality development of the industry. -
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艾媒咨询|2022年中国新经济行业趋势报告
2022 年 1 月 6日，由艾媒咨询主办的“艾媒之夜—2022年新经济趋势分析大会”在广州隆重举行。本次大会以“洞察风向、数读未来”为主题，分析复盘2021全年行业热门事件，洞察预测2022年新经济行业发展前景，让一部分人先看到先机，赢在未来。活动设置报告发布、主题演讲、圆桌论坛、奖项颁发等基本环节，现场隆重揭晓“2021新经济行业年度巅峰榜”获奖品牌，并授予荣誉证书。艾媒咨询CEO兼首席分析师张毅受邀出席本次活动，现场发布了《2022中国新经济产业趋势分析报告》，并结合艾媒长期的监测研究，用数据说话，从行业前景、人群洞察、投资布局三个角度对新经济行业展开详细的分析解读，直击品牌价值，共同展望未来新经济行业发展趋势。
On January 6, 2022, the "Ai media night - 2022 new economic trend analysis conference" hosted by AI media consulting was grandly held in Guangzhou. With the theme of "insight into the wind direction and reading the future", this conference analyzes the hot events in the industry in 2021 and forecasts the development prospect of the new economy industry in 2022, so that some people can see the first opportunity and win in the future. The event set up basic links such as report release, keynote speech, round table forum and award presentation. The award-winning brands of "2021 annual peak list of new economic industries" were grandly announced on the spot, and the honorary certificate was awarded. Zhang Yi, CEO and chief analyst of AI media consulting, was invited to attend the event and released the 2022 China new economy industry trend analysis report. In combination with AI media's long-term monitoring and research, he used data to analyze and interpret the new economy industry in detail from the perspectives of industry prospect, crowd insight and investment layout, and directly hit the brand value, Jointly look forward to the development trend of new economic industries in the future. -
艾媒咨询|2021年中国智能客服满意度调查报告
2016年，人工智能进入商业化发展阶段，市场规模迅速增加。iiMedia Research(艾媒咨询)数据显示，截至2020年底，全球人工智能市场收入规模已经突破8920亿美元，预计2024年将超过3万亿美元。而在人工智能技术不断发展与客服行业转型升级等背景下，中国智能客服兴起也迎来了快速增长,未来智能客服有望成为行业实现新增长的突破点。
In 2016, "artificial intelligence" entered the stage of commercialization, and the market scale increased rapidly. According to data from iiMedia Research, as of the end of 2020, the global artificial intelligence market revenue has exceeded US$892 billion and is expected to exceed US$3 trillion in 2024. In the context of the continuous development of artificial intelligence technology and the transformation and upgrading of the customer service industry, the rise of intelligent customer service in China has also ushered in rapid growth. At the same time, in the adjustment phase of the development of China's customer service industry, smart customer service is expected to become a breakthrough point for the industry to achieve new growth in the future.
