山科智能：2021年第三季度报告

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.

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|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 | 2025-2026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.

数据说|虚拟人站上风口，谁能成为顶流

2023年 vol.18

艾媒咨询 | 2025-2026年中国智算一体机行业研究报告

　全球范围内算力需求呈现爆发式增长，传统计算模式在应对海量数据实时处理、多模态交互及复杂决策任务时已显现出局限性。智算一体机作为新一代信息技术的集成载体，通过将算力硬件、智能算法与垂直场景深度耦合，构建起“端-边-云”协同的弹性算力网络，正逐步成为支撑产业升级与数字化转型的核心基础设施。随着人工智能、5G、边缘计算等技术的深度融合，传统算力设备的功能边界不断拓展，从单一的数据处理向“感知-决策-执行”一体化演进，智算一体机以其高度集成化、智能化和场景适配性，正在重塑千行百业的底层技术架构。
全球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《2025-2026年中国智算一体机行业研究报告》数据显示全球人工智能市场规模和人工智能芯片市场规模均呈现显著的增长趋势。预计到2025年，全球人工智能市场规模将达到36885亿美元。艾媒咨询分析师认为，智算一体机能够在一个紧凑的系统中完成从数据采集、存储、处理到分析的全流程，极大简化了传统IT架构的复杂性，还具备高性能计算能力、灵活性和可扩展性，智算一体机的出现，为AI算力下沉提供了有力支持。
　　The demand for computing power has witnessed explosive growth worldwide. Traditional computing models have shown limitations when dealing with real-time processing of massive data, multimodal interaction, and complex decision-making tasks. As an integrated carrier of the new generation of information technology, the intelligent computing all-in-one machine, by deeply coupling computing power hardware, intelligent algorithms and vertical scenarios, builds an elastic computing power network of "end-edge-cloud" collaboration, and is gradually becoming the core infrastructure supporting industrial upgrading and digital transformation. With the deep integration of technologies such as artificial intelligence, 5G, and edge computing, the functional boundaries of traditional computing power devices are constantly expanding, evolving from single data processing to an integrated process of "perception - decision-making - execution". The intelligent computing all-in-one machine, with its high degree of integration, intelligence, and scene adaptability, is reshaping the underlying technical architecture of thousands of industries.
　　The latest "China's intelligent computing machine industry research report from 2025 to 2026" released by iiMedia Research, a third-party data mining and analysis institution for the global new economy industry, shows that both the global artificial intelligence market size and the artificial intelligence chip market size have shown a significant growth trend. It is estimated that by 2025, the global artificial intelligence market size will reach 3,688.5 billion US dollars. Analysts from iiMedia Research believe that the all-in-one intelligent computing machine can complete the entire process from data collection, storage, processing to analysis in a compact system, greatly simplifying the complexity of traditional IT architectures. It also has high-performance computing capabilities, flexibility and scalability. The emergence of the all-in-one intelligent computing machine provides strong support for the downward penetration of AI computing power.

艾媒报告|2019中国智慧场景服务专题报告

本报告研究涉及企业/品牌/案例：及刻，苏宁，天猫，华为，百度地图，有赞，腾讯，美团，i麦当劳，YH永辉生活+，CoCo都可，维也纳酒店+，热风扫码购，小泊停车，香港海港城，美宜家会员，广州妇儿中心，TATA，来电，良品铺子，便利蜂，捷停车，口碑，大众点评，大麦，上海迪士尼度假区，娱票儿，正佳广场，万达广场，徐家汇VGO，白云机场，地铁通，车来了，北大口腔医院，北京协和医院，上海中山医院，艺龙旅行，去哪儿旅行，携程旅行

国家统计局数据显示，2019年前三季度零售数据中，线下零售额占比达75.3%，线下零售市场商业价值庞大。但线下场景用户需求分散，零售场景复杂。借助技术驱动创新，智慧场景服务涌现，通过对用户所在场景的感知，依托大数据，可智能匹配相关场景服务，精准满足消费者的个性化需求。 2019年，苏宁、天猫等商家纷纷布局了智慧场景服务，亦涌现出“及刻”为首的系统级场景AI服务代表。智慧场景服务的商业价值，如精准触达、数据支撑、用户体验升级等被进一步开发。艾媒咨询分析师认为，未来随着5G、AI等技术的普及，手机等智能终端将为用户提供涵盖零售、城市建设等的多种智能服务，智慧场景服务的市场发展潜力巨大。
According to the National Bureau of Statistics, national offline retail sales accounted for 75.3 percent of the total retail sales in 2019Q1-Q3, which shows the enormous commercial value of the offline retail market. However, the users’ demand is scattered and the retail scene is complex offline. With the help of technology-driven innovations, smart LBS services have emerged. Through using the perception of the scene and big data, smart LBS services can match relevant services with the need of users, to accurately meets the personalized needs of consumers.In 2019, Suning, Tmall and other businesses have equipped themselves with smart LBS services, and many system-level scene AI servicers, such as “Clickwifi”, have also emerged.The commercial value of smart LBS services, such as precise touch, data support and users’ experience upgrading, has been further developed. iiMedia consulting analysts believe that in the future, with the popularity of 5G, AI and other innovations, smart terminals such as mobile phones will provide users with a variety of smart services in the field of retail, urban construction, etc., and the development potential of smart LBS services market is tremendous.
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艾媒咨询 | 2025年中国电子签名行业发展状况与用户行为调查数据

　随着电子签名技术的成熟完善，其应用场景持续拓展，广泛应用于以供应链合同签署为代表的企业服务领域，以政务审批为例的公共服务领域，以及个人事务办理等民生消费领域。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年中国电子签名行业发展状况与用户行为调查数据》数据显示，在企业端数据中，以民营主体为核心应用领域，周均使用电子签名101-500次，偏好短期服务采购，反映中小企业在数字化转型中对轻量化、灵活化电子签约工具的刚需。用户端数据显示，个人签署需求主导市场，由此催生了套餐化消费模式，46.43%用户黏性集中于2-3年使用周期。应用场景以商务合作和企业合同管理为核心，驱动数字化资产管理成为核心价值认知。腾讯电子签以29.48%市占率领先，其优势与用户最关注的操作便捷性形成正向反馈。但行业痛点集中于流程安全焦虑与效率瓶颈，制约体验升级。艾媒咨询分析师认为，需构建多层级身份核验体系强化签署全链路安全，通过AI智能模板优化签署响应速度；针对民营企业高频需求开发行业垂直解决方案，同时完善个人用户端社交化签署场景，依托头部平台生态优势拓展政企协作网络，推动电子签名向全领域可信数字化基建设施演进。
With the maturity and perfection of electronic signature technology, its application scenarios continue to expand, and it is widely used in the enterprise service field represented by supply chain contract signing, the public service field taking government affairs approval as an example, and the livelihood consumption field such as personal affairs handling. According to the latest survey Survey data of development status and user behavior of China's electronic signature industry in 2025 released by iiMedia Research, the world's leading third-party data mining and analysis institution in the new economy industry, private entities are the core application fields in the enterprise-side data, and electronic signatures are used 101-500 times a week. Preference for short-term service procurement reflects smes' need for lightweight and flexible e-contracting tools in their digital transformation. The consumer data shows that the individual signature demand dominates the market, thus giving birth to the package consumption model, and 46.43% of user stickiness is concentrated in the 2-3 year use cycle. The application scenario takes business cooperation and enterprise contract management as the core, and drives digital asset management to become the core value cognition. Tencent e-visa led the market with 29.48%, and its advantages formed a positive feedback with the convenience of operation that users were most concerned about. However, the industry's pain points focus on process safety anxiety and efficiency bottlenecks, which restrict the upgrade of experience. AI Media Consulting analysts believe that it is necessary to build a multi-level identity verification system to strengthen the signing of the full link security, and optimize the signing response speed through iiMedia Research believe that; develop industry vertical solutions for the high-frequency needs of private enterprises, while improving the social signing scene of individual clients, relying on the ecological advantages of the head platform to expand the government-enterprise collaboration network, and promote the evolution of electronic signatures to trusted digital infrastructure in the whole field.

艾媒咨询 | 2025年中国云游戏消费行为调查数据

随着云游戏技术突破，其应用场景持续扩展，覆盖以移动端、主机跨平台联动为代表的设备革新领域，以订阅制、按需付费为核心的消费模式创新领域，以及画质增强、社交互动等功能升级领域。根据全球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年中国云游戏消费行为调查数据》数据显示，58.23%的云游戏用户每周保持3-5天高频次游戏行为，其中手机以55.78%的占比成为核心设备载体，印证移动化趋势。消费层面，67.97%用户形成付费习惯，年均21-50元的中等消费区间占比29.15%，65.42%用户倾向单买时长制的灵活付费模式。用户选择云游戏的核心动因集中于硬件要求降低，但体验痛点同样突出：58.76%用户将游戏流畅度列为首要关注点，延迟、卡顿等技术问题直接影响留存率。此外，34.79%用户强烈呼吁延长免费体验时长，55.07%期待内置游戏工具功能以提升操作便利性。艾媒咨询分析师指出，云游戏平台需重点优化服务器承载能力与网络传输效率，建立分级付费体系满足差异化需求，同时开发实时攻略推荐、智能阵容匹配等辅助工具。建议通过延长新手福利期、强化社交属性等方式提升用户粘性，结合AI技术预判卡顿节点实现动态资源调配，从而在体验升级中推动行业可持续发展。
With the breakthrough of cloud game technology, its application scenarios continue to expand, covering the field of device innovation represented by mobile terminal and host cross-platform linkage, the field of consumption model innovation with subscription system and pay on demand as the core, and the field of function upgrading such as picture quality enhancement and social interaction. According to the latest "Survey data of consumer behavior in China's cloud gaming in 2025" released by iiMedia Research, a third-party data mining and analysis institution in the global new economy industry, 58.23% of cloud game users maintain frequent gaming behavior 3-5 days a week. Among them, mobile phones accounted for 55.78% as the core device carrier, confirming the mobile trend. At the consumption level, 67.97% of users formed a paying habit, the average annual consumption range of 21-50 yuan accounted for 29.15%, and 65.42% of users tended to buy a single time system of flexible payment model. The core motivation for users to choose cloud games is focused on reducing hardware requirements, but the experience pain point is also prominent: 58.76% of users listed game fluency as the primary concern, and technical issues such as latency and stalling directly affect retention. In addition, 34.79% of users strongly called for extending the duration of free play, and 55.07% expected the built-in game tool function to improve the convenience of operation. iiMedia Research pointed out that cloud game platforms need to focus on optimizing server carrying capacity and network transmission efficiency, establish a tiered payment system to meet differentiated needs, and develop auxiliary tools such as real-time strategy recommendation and intelligent lineup matching. It is suggested to enhance user stickiness by extending the welfare period of novicars and strengthening social attributes, and realize dynamic resource allocation by combining AI technology to predict the clocken node, so as to promote the sustainable development of the industry in the experience upgrade.