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.

山科智能：2021年第三季度报告

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|2021上半年中国财税类企业服务专题研究报告

本报告研究涉及企业/品牌/案例：优税猫，每刻科技，慧算账

iiMedia Research(艾媒咨询)数据显示，随着财税数字化的推进，中国财税领域企业服务市场规模逐步上涨，预计在2021年将涨至2664.4亿元。艾媒咨询分析师认为，近年来全国市场主体企业数量依然保持增长，给财税领域企业服务市场提供持续的客户来源。凭借政策和技术双重利好，预计市场规模将保持扩张。其次，资本对中国财税类企业服务行业保持信心。代理记账、电子发票、资金管理领域的每刻科技、爱康鼎、深圳高灯等企业B轮融资金额达到了数亿人民币。此外，未来企业降本增效的需求将持续增加，行业将往精细化的方向发展，庞大、当下开发程度低的下沉市场将成为行业规模增长的新战场。
As the data of iiMedia Research, with the promotion of the digitalization of Finance and taxation, the scale of China's enterprise service market in the field of Finance and taxation has gradually increased, and is expected to rise to 266.44 billion RMB in 2021. The consulting analyst of iiMedia Research believe that the number of main enterprises in the national market still keeps growing in recent years, providing a continuous source of customers for China's enterprise service market in the field of Finance and taxation. With the benefits of policy and technology, the market scale is expected to maintain expansion. Secondly, capital maintains confidence in China's enterprise service market in the field of Finance and taxation. In the field of bookkeeping, electronic invoice and fund management, the amount of round B financing of enterprises called Maycur，Aikangding，Shenzhen Gaodeng has reached several hundred million RMB. In addition, the demand for cost reduction and efficiency increase of enterprises will continue to increase in the future, and the industry will develop in the direction of refinement. The huge sinking market with low degree of development will become a new battlefield for the scale growth 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.

艾媒咨询|2020上半年中国企业服务发展全景报告

本报告研究涉及企业/品牌/案例：优税猫、Moka、钉钉、有赞。

中国数字化转型不断深入，数字经济规模持续增加。数据显示，2019年中国数字经济规模达35.8万亿元，占GDP比重为36.2%，此外，中小企业数量持续增加，2019年期末企业主体数量达3858.3万户，艾媒咨询分析师认为，中国中小企业数量庞大，整体数字化仍有大幅提升空间，企业数字化服务需求广。在技术、政策等推动下，中国企业服务市场有广阔的发展空间，迎来百花齐放局面，人力资源、财税、营销等具备一定刚需特征的服务市场有望率先普及壮大。在市场认知方面，iiMedia Research(艾媒咨询)数据显示，32.0%的受访职场人认为受疫情影响企业会提高对企业服务市场的关注，23.7%的受访职场人认为企业会加大对相关服务的投入。疫情的爆发使越来越多企业认知到数字化转型的重要性，对以数字化为代表的企业服务关注度上升，有利于企业服务的市场渗透。

In recent years, China's digital transformation has continued to deepen, and the scale of the digital economy has continued to increase. Data show that in 2019, the scale of China’s digital economy reached 35.8 trillion yuan, accounting for 36.2% of GDP. In addition, the number of small and medium-sized enterprises continued to increase. At the end of 2019, the number of Chinese enterprises reached 38.583 million. iiMedia Consulting analysts believe that the number of China’s small and medium-sized enterprises is huge, and there is still room for substantial improvement in overall digitalization, and the demand for digital services of enterprises is wide. Driven by technology, policies and other factors, the China's corporate service market has broad room for development and the market blossom. The service market with certain rigid demand characteristics such as human resources, finance and taxation, and marketing is expected to take the lead in popularity and growth. In terms of market perception, as the data of iiMedia Research showed, 32.0% of workplace respondents believe that companies affected by COVID-19 will increase their attention to the corporate service market, and 23.7% of workplace respondents believe that companies will increase the investment in related services. The outbreak of COVID-19 has made more and more companies realize the importance of digital transformation, and their attention to corporate services represented by digitalization has increased, which is conducive to the market penetration of corporate services.

数据说|虚拟人站上风口，谁能成为顶流

2023年 vol.18

中电科数字技术股份有限公司2021年第三季度报告

艾媒咨询｜2022年中国数字云财务行业发展研究报告

　　iiMedia Research（艾媒咨询）数据显示，2022年中国财税类企业服务市场规模预计达2972.5亿元，预计2025年有望超4000亿元。艾媒咨询分析师认为，在供给侧和需求侧的双重推动下，财务管理服务的市场不断扩大，中国数字云财务发展前景广阔。在政策、市场需求、技术突破等因素驱动下，数字云财务的行业覆盖率有望进一步提高。

艾媒咨询|2020年中国AI数据服务专题研究报告

本报告研究涉及企业/品牌/案例：云测数据，龙猫数据。

在政策利好、场景需求剧增和5G落地等因素的推动下，中国AI行业的市场规模不断扩大，核心产业市场规模2020年将达到1500亿元，发展从规范化阶段向专业化阶段迈进，市场前景广阔。艾媒咨询分析师认为，随着技术的成熟、平台的布局，未来市场发展潜力将不断拓展，AI数据服务将被运用在多种实际场景，如医疗、金融、新零售和安防等。随着AI与传统行业的不断融合以及5G的发展，数据类型将会更加多样化，越来越多的企业将会随着场景定制化升级对精准度提出更高的要求，促使AI数据服务方式由粗放式向着精细化方向过渡。AI数据服务产业链的日趋完善促使竞争日趋激烈，因此数据服务的技术升级将成为竞争的焦点，在很大程度上直接影响数据服务商在市场的竞争地位。

Driven by factors such as favorable policies, a sharp increase in demand, and the launch of 5G, the market size of China's AI industry continues to expand. The core industry market size will reach 150 billion yuan in 2020, and development will move from the standardized stage to the professional stage with broad market prospects.iiMedia Consulting analysts believe that with the maturity of the technology and the layout of the platform, the future market development potential will continue to expand. Besides, AI data services will be used in a variety of practical areas, such as medical, financial, new retail and security.With the continuous integration of AI and traditional industries and the development of 5G, data types will become more diversified. In addition, more and more enterprises will put forward higher requirements for accuracy as scenarios are customized and upgraded, prompting AI data service transfer from extensive methods to refined methods.The increasing improvement of the AI data service industry chain has led to increasingly fierce competition. Therefore, the technological upgrading of data services will become the focus of competition, which to a large extent will directly affect the competitive position of data service providers in the market.