艾媒咨询 | 2025年中国5G通信应用消费行为调查数据

随着5G技术的深度渗透，其应用场景加速拓展，全面覆盖生活中的多个领域，5G技术逐渐深入到了人们的生产生活方式中。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5G通信应用消费行为调查数据》数据显示，中国用户对5G的认知程度显著提升，44.22%的受访者表示比较了解5G技术。运营商推广活动以34.69%的占比成为用户了解5G的主渠道，凸显行业宣传的核心作用。当前5G手机普及率达79.30%，但用户购机决策呈现矛盾性：54.72%因正常更替机型选择5G设备，而价格因素成为主要阻碍，57.58%认为5G手机昂贵，51.52%担忧通信套餐成本高。在使用场景方面，短视频观看以27.77%的占比成为5G网络质量感知最显著场景，办公区域则以55.43%的使用率成为核心应用空间。艾媒咨询分析师认为，运营商需重点优化套餐资费结构，加强网络覆盖的均衡性建设，同时加速智能终端生态创新。建议终端厂商推出梯度化价格产品，通过技术迭代降低硬件成本，并深化场景化应用开发，真正释放5G技术的普惠价值。
With the deep penetration of 5G technology, its application scenarios are accelerating, comprehensively covering many fields of life, and 5G technology has gradually penetrated into people's production and lifestyle. According to the latest "Survey data of 5G communication application consumption behavior in China in 2025" released by iiMedia Research, a third-party data mining and analysis institution in the global new economy industry, Chinese users have significantly improved their cognition of 5G, and 44.22% of respondents said they have a better understanding of 5G technology. Operator promotion activities have become the main channel for users to understand 5G, accounting for 34.69%, highlighting the core role of industry publicity. At present, the penetration rate of 5G mobile phones reaches 79.30%, but the user's purchase decision is contradictory: 54.72% choose 5G equipment due to normal replacement models, and the price factor becomes the main obstacle, 57.58% think that 5G mobile phones are expensive, 51.52% worry about the high cost of communication packages. In terms of usage scenarios, short video viewing became the most significant scene of 5G network quality perception with a proportion of 27.77%, and the office area became the core application space with a utilization rate of 55.43%. Analysts from iiMedia Research believe that operators need to focus on optimizing the package fee structure, strengthen the balanced construction of network coverage, and accelerate the ecological innovation of intelligent terminals. It is recommended that terminal manufacturers launch graded price products, reduce hardware costs through technology iteration, and deepen scenario-based application development to truly release the inclusive value of 5G technology.

艾媒咨询 | 2025年第三季度全球主要行业投融资数据监测季报

2025年第三季度全球主要行业投融资事件数量和金额均呈上升趋势，市场整体表现活跃。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年第三季度全球主要行业投融资数据监测季报》显示，2025年第三季度的投融资金额为18044.82亿人民币，投融资事件数量为2505起。艾媒咨询分析师认为，该季度数据变化受多重因素影响。一方面，科技、医疗等行业在特定周期内需求集中释放，政策支持进一步引导资金流向重点领域；另一方面，市场环境整体改善，投资者信心增强，资金流动性显著提升。本季度的特殊性在于投融资金额的大幅上升，可能与大型投资项目或并购活动有关。与历史趋势对比，本季度的投融资事件数量和金额均呈上升趋势，显示出市场活跃度增加，整体投资热情高涨。
In the third quarter of 2025, the number and amount of investment and financing events in major global industries both showed an upward trend, indicating an overall active market. According to the latest "2025 Third Quarter Global Major Industry Investment and Financing Data Monitoring Quarterly Report" released by iiMedia Research (iimedia research), a leading third-party data mining and analysis institution for the new economy industry, the investment and financing amount in the third quarter of 2025 was 1,804.482 billion RMB, and the number of investment and financing events was 2,505. Analysts from iiMedia Research believe that the changes in the data of this quarter were influenced by multiple factors. On the one hand, industries such as technology and healthcare experienced a concentrated release of demand within a specific period, and policy support further guided capital towards key areas. On the other hand, the overall market environment improved, investor confidence increased, and capital liquidity significantly enhanced. The particularity of this quarter lies in the substantial increase in investment and financing amounts, which may be related to large-scale investment projects or merger and acquisition activities. Compared with historical trends, both the number and amount of investment and financing events in this quarter showed an upward trend, demonstrating an increase in market activity and a high overall investment enthusiasm.

艾媒咨询 | 2025年9月全球主要行业投融资数据监测月报

2025年9月，全球主要行业投融资事件与金额均实现显著增长，其中投融资金额创下历史新高。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9月全球主要行业投融资数据监测月报》显示，2025年9月的投融资事件数量环比上升19.3%，金额环比上升333.7%。本月投融资事件和金额的显著增长可能与行业周期性活动、政策利好、市场环境改善等因素有关。例如，某些行业可能在特定时期迎来投资热潮，或者政府出台了刺激投资的政策。本月的特殊性可能在于某些大型投资项目或并购活动的完成，导致金额激增。与历史趋势相比，本月的投融资金额创下新高，反映出当前市场活跃度的提升与投资者信心的进一步增强。
In September 2025, both the number of investment and financing events and the amount involved in major global industries saw significant growth, with the financing amount reaching a record high. According to the latest "Global Major Industry Investment and Financing Data Monitoring Monthly Report" released by iiMedia Research (iimedia research), a leading third-party data mining and analysis institution for the new economy industry, the number of investment and financing events in September 2025 increased by 19.3% month-on-month, and the amount increased by 333.7% month-on-month.The significant increase in investment and financing events and amounts this month may be related to factors such as cyclical activities in the industry, favorable policies, and improved market conditions. For instance, certain industries may experience an investment boom during specific periods, or the government may have introduced policies to stimulate investment. The uniqueness of this month might lie in the completion of some large-scale investment projects or mergers and acquisitions, leading to a sharp rise in the amounts involved. Compared with historical trends, the investment and financing amounts this month have reached a new high, reflecting the enhanced market activity and further strengthened investor confidence.

艾媒咨询 | 2025年中国网络安全产业运行状况与用户行为调查数据

在数字化浪潮奔涌、信息技术深度融入各行业的当下，网络安全已然成为守护国家、企业与个人信息资产的关键防线。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年中国网络安全产业运行状况与用户行为调查数据》数据显示，2024年中国网络信息安全市场规模达到735.6亿元。预计2025年中国网络信息安全市场规模可达786.4亿元，2027年中国网络信息安全市场规模达到884.4亿元，说明未来中国网络安全市场前景广阔。在2025年中国用户日常获取、传递和共享信息的网络渠道中，社交平台（微博、微信、QQ）的占比最高，达到61.56%，新闻门户网站/新闻客户端占比56.68%。表明如今中国用户获取信息的渠道主要是网络渠道，网络安全市场潜力巨大。对网络安全相关法律法规了解程度中，占比最高的是“比较了解”，达到了50.71%，其次是“一般”了解的用户，占比20.30%，说明大部分用户对网络安全相关法律的了解程度不够深刻，需要加深。在中国用户网络安全相关培训接受情况中，50.60%的中国用户主要依靠自学来获取网络安全知识。其次是28.99%的用户接受过专门培训但数量较少。这说明大部分网络安全用户的网络安全知识并不够系统专业，网络安全市场具有巨大的发展空间。艾媒咨询分析师认为，未来，中国网络安全产业需紧密围绕技术创新、场景适配与服务优化；同时，需紧跟政策导向，抓住新兴技术领域（如物联网安全、量子通信安全等）的市场机遇，推动网络安全产业迈向高质量发展新阶段。
In the current era when the digital wave is surging and information technology is deeply integrated into various industries, cyber security has become a key line of defense for safeguarding the information assets of the country, enterprises and individuals. According to the latest "iiMedia Report | Survey data on the operation status and user behavior of China's cybersecurity industry in 2025" released by iiMedia Research, a globally leading third-party data mining and analysis institution for the new economy industry, the market size of China's network information security reached 73.56 billion yuan in 2024. It is estimated that the market size of China's network information security will reach 78.64 billion yuan in 2025 and 88.44 billion yuan in 2027.It indicates that the future prospects of the cybersecurity market in China are broad. In 2025, among the online channels through which Chinese users obtain, transmit and share information on a daily basis, social platforms (Weibo, wechat, QQ) accounted for the highest proportion, reaching 61.56%, while news portal websites/news clients accounted for 56.68%. This indicates that nowadays, the main channels for Chinese users to obtain information are online channels, and the potential of the cyber security market is huge. Among the users' understanding of laws and regulations related to cyber security, the highest proportion is "relatively familiar", reaching 50.71%, followed by those with "average" understanding, accounting for 20.30%. The above-mentioned survey indicates that the majority of users do not have a deep understanding of the laws related to cyber security and it needs to be deepened. In the situation of Chinese users' acceptance of cybersecurity training, 50.60% of Chinese users mainly rely on self-study to acquire cybersecurity knowledge. Secondly, 28.99% of the users have received specialized training, but the number is relatively small. This indicates that the cybersecurity knowledge of the majority of cybersecurity users is not systematic and professional enough, and the cybersecurity market has a very huge development space.Analysts from iiMedia Research believe that in the future, China's cybersecurity industry needs to closely revolve around technological innovation, scenario adaptation and service optimization. At the same time, it is necessary to closely follow the policy orientation, seize the market opportunities in emerging technology fields (such as Internet of Things security, quantum communication security, etc.), and promote the cybersecurity industry to a new stage of high-quality development.

艾媒咨询 | 2025年中国移动翻译行业消费行为调查数据

中国移动翻译行业近年来依托人工智能技术的飞跃，特别是机器翻译与语音识别领域的显著进步，迅速崛起并展现出商业价值。随着全球化进程的加速和数字化转型的深化，国内外贸易及文化交流日益频繁，移动翻译服务需求急剧上升，市场规模不断扩大。移动翻译不仅极大提高了沟通效率，降低了语言障碍带来的成本，还通过提供高质量的翻译服务吸引更多的客户，增强了企业的国际竞争力。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年中国移动翻译行业消费行为调查数据》数据显示，工作场景以61.13%的占比成为移动翻译最主要的应用领域，凸显了其在商务沟通、跨国协作等场景中的不可或缺性。紧随其后的是生活娱乐场景，占比达56.82%，表明移动翻译已深度融入日常生活的方方面面，成为跨语言交流的重要工具。在翻译内容类型方面，网页文章以42.57%的占比位居第一，反映出消费者对网络内容翻译的强烈需求；视频翻译和证件资料分别以36.35%和34.14%的占比位列其后，体现了多媒体内容和文件资料翻译的广泛应用趋势。此外，英语以54.45%的占比遥遥领先于其他语种，进一步巩固了其在移动翻译服务中的主导地位，彰显了其作为全球通用语言的重要性。艾媒咨询分析师认为，随着技术的不断成熟和市场的进一步拓展，移动翻译行业吸引了一些投资者，特别是在技术创新、平台建设及服务优化等领域展现出丰富的投资机会。未来，AI技术的革新将为移动翻译行业注入新的增长动力。
In recent years, relying on the leap in artificial intelligence technology, especially the significant progress in the field of machine translation and speech recognition, China's mobile translation industry has risen rapidly and shown commercial value. With the acceleration of globalization and the deepening of digital transformation, domestic and foreign trade and cultural exchanges are becoming increasingly frequent, and the demand for mobile translation services is rising sharply, and the market scale is constantly expanding. Mobile translation not only greatly improves the communication efficiency and reduces the cost caused by language barriers, but also attracts more customers by providing high-quality translation services and enhances the international competitiveness of enterprises. According to the latest "Survey data of consumption behavior of China's mobile translation industry in 2025" released by iiMedia Research, a third-party data mining and analysis institution in the global new economy industry, the work scene has become the most important application field of mobile translation with a ratio of 61.13%. It highlights its indispensability in business communication, transnational cooperation and other scenarios. It is followed by life and entertainment scenes, accounting for 56.82%, indicating that mobile translation has been deeply integrated into all aspects of daily life and has become an important tool for cross-language communication. In terms of translated content types, web articles ranked first with 42.57%, reflecting consumers' strong demand for web content translation; Video translation and document materials ranked second with 36.35% and 34.14% respectively, reflecting the wide application trend of multimedia content and document translation. In addition, English is far ahead of other languages with 54.45% of the total, further consolidating its dominant position in mobile translation services and highlighting its importance as a universal language. iiMedia Research analysts believe that with the continuous maturity of technology and the further expansion of the market, the mobile translation industry has attracted some investors, especially in the fields of technological innovation, platform construction and service optimization to show rich investment opportunities. In the future, the innovation of AI technology will inject new growth momentum into the mobile translation industry.

艾媒咨询 | 2025年中国移动通信行业发展状况与消费行为调查数据

随着移动通信行业的发展，其服务边界持续拓展，规模不断扩大，消费者们越来越关注诸如消费体验、线下销卡、信息安全和流量套餐选择等问题。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年中国移动通信行业发展状况与消费行为调查数据》数据显示，2024年的中国电信业务收入达到1.98万亿元，说明移动通信行业市场规模在不断扩大。消费者选择运营商时最关注信号与网速，其次为资费透明度及套餐性价比，说明消费者比较注重消费的体验与性价比。在消费行为方面，43.65%消费者每月话费支出集中于101-200元区间，且35.89%消费者倾向于每1-2年更换套餐，反映出市场存在持续服务优化空间。尽管80.43%消费者理解线下销卡流程的必要性，但61.54%消费者对手续复杂繁琐表达不满，凸显服务便捷性亟待提升。信息安全领域，67.94%消费者深受骚扰电话困扰，36.21%消费者对运营商推销电话过多提出批评，显示消费者权益保护机制需强化。流量套餐方面，35.78%消费者认为资费优惠不足，同时套餐同质化和流量结转限制成主要痛点。值得注意的是，41.90%消费者对未来通信技术发展最期待的是资费价格降低，其次为网络稳定性提升及信息安全强化。艾媒咨询分析师认为，运营商应重点优化网络质量与资费结构，建立差异化套餐体系，通过简化业务流程提升消费者体验。同时需加强消费者隐私保护机制，降低营销干扰，以增值服务生态构建增强消费者粘性，推动行业高质量发展。
With the development of the mobile communication industry, its service boundary continues to expand, and the scale continues to expand, consumers are increasingly concerned about issues such as consumption experience, offline card cancellation, information security and traffic package selection. According to the latest "Survey data of China's mobile communication industry development and consumer behavior in 2025" released by iiMedia Research, the world's leading third-party data mining and analysis institution for the new economy industry, China's telecom business revenue in 2024 will reach 1.98 trillion yuan. It shows that the market scale of mobile communication industry is constantly expanding. When consumers choose operators, they pay most attention to signal and network speed, followed by tariff transparency and package cost performance, indicating that consumers pay more attention to consumption experience and cost performance. In terms of consumer behavior, 43.65% of consumers' monthly phone bill expenditure is concentrated in the range of 101-200 yuan, and 35.89% of consumers tend to change plans every 1-2 years, reflecting the existence of continuous service optimization space in the market. Although 80.43% of consumers understood the necessity of offline card cancellation process, 61.54% of consumers expressed dissatisfaction with complicated and cumbersome procedures, highlighting the urgent need to improve the convenience of services. In the field of information security, 67.94% of consumers were troubled by harassing calls, and 36.21% of consumers criticized the excessive sales calls of operators, indicating that the protection mechanism of consumer rights and interests needs to be strengthened. In terms of traffic packages, 35.78% of consumers believe that tariff concessions are insufficient, while the homogenization of packages and traffic carry-over restrictions are major pain points. It is worth noting that 41.90% of consumers are most looking forward to the future development of communication technology is the reduction of tariff prices, followed by the improvement of network stability and information security. iiMedia Research believe that operators should focus on optimizing network quality and tariff structure, establish a differentiated package system, and enhance consumer experience by simplifying business processes. At the same time, it is necessary to strengthen the consumer privacy protection mechanism, reduce marketing interference, and enhance consumer stickiness with the construction of value-added service ecology to promote the high-quality development of the industry.

艾媒咨询 | 2026-2027年中国平台经济行业发展研究报告

数字经济已成为中国经济高质量发展的核心引擎，而平台经济作为数字经济的核心载体，其通过连接供需两端、整合产业链资源、赋能实体经济的独特价值，深刻推动着实体经济数字化转型与消费模式升级。2025年，随着“十四五”规划收官与“十五五”规划启动，中国平台经济行业进入“规范与创新并重、规模与质量齐升”的关键转型期。iiMedia Research（艾媒咨询）数据显示，2024年中国平台经济市场规模约为25.2万亿元，预计2029年市场规模将达到37.3万亿元。
The digital economy has become the core engine for China's high-quality economic development. As the core carrier of the digital economy, the platform economy, with its unique value of connecting supply and demand, integrating industrial chain resources, and empowering the real economy, profoundly promotes the digital transformation of the real economy and the upgrading of consumption patterns. In 2025, with the conclusion of the 14th Five-Year Plan and the launch of the 15th Five-Year Plan, China's platform economy industry will enter a crucial transformation period characterized by equal emphasis on regulation and innovation, as well as simultaneous growth in scale and quality. iiMedia Research data shows that the market size of China's platform economy was approximately 25.2 trillion yuan in 2024, and it is expected to reach 37.3 trillion yuan by 2029.

艾媒咨询 | 2025年中国共享充电宝市场消费行为调查数据

随着共享充电宝服务网络的持续优化，其应用场景不断延伸拓展，逐步形成以商圈、交通枢纽、景区为代表的城市生活场景，以餐饮娱乐、商超购物为主的消费场景，以及以医院、政务中心为核心的公共服务场景三大应用矩阵。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年中国共享充电宝市场消费行为调查数据》数据显示，2025年中国消费者使用共享充电宝呈现高频偶发特征，59.61%用户选择偶尔使用，而32.36%用户形成几乎每天使用的稳定需求。在消费场景分布中，48.23%用户集中于外出时自带充电宝电量耗尽的应急场景，显示刚性需求特性。收费体系方面，63.80%用户最近一次使用支付3-4元/小时的费用，61.01%消费者认为当前价格尚可接受。艾媒咨询分析师认为，运营商需构建安全-体验-定价三角平衡体系，通过加密技术强化数据保护，依托动态定价模型优化成本结构，同时加大设备运维投入降低故障率，方能在需求增长与用户信任间实现可持续发展。With the continuous optimization of the shared charging bank service network, its application scenarios continue to extend and expand, and gradually form three application matrices: urban life scenes represented by business districts, transportation hubs and scenic spots, consumption scenes dominated by catering and entertainment and shopping malls, and public service scenes with hospitals and government affairs centers as the core. According to the latest "Consumer behavior survey data of China's shared charging treasure market in 2025" released by iiMedia Research, a third-party data mining and analysis institution in the global new economy industry, the use of shared charging treasure by Chinese consumers in 2025 presents a high-frequency and occasional feature. 59.61% of users chose occasional use, while 32.36% of users formed a stable demand for almost daily use. In the distribution of consumption scenarios, 48.23% of users concentrated on the emergency scenario of running out of power with their own charging bank when going out showing the rigid demand characteristics. In terms of the charging system, 63.80% of users pay 3-4 yuan/hour for the latest use, and 61.01% of consumers think that the current price is acceptable. iiMedia Research analysts believe that operators need to build a security-experience-pricing triangular balance system, strengthen data protection through encryption technology, optimize cost structure relying on dynamic pricing models, and increase equipment operation and maintenance investment to reduce the failure rate, in order to achieve sustainable development between demand growth and user trust.

艾媒咨询 | 2025年中国微短剧市场消费调查数据

近年来，微短剧作为一种新兴的网络视听形式，凭借其体量轻、节奏快、表现力丰富等特点迅速吸引了大量用户。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年中国微短剧市场消费调查数据》显示，中国微短剧市场规模呈上升趋势，2025年中国微短剧市场规模达677.9亿元，同比上升34.40%，预计2030年中国微短剧市场规模超1500亿元。此外，自2023年起，中国电影票房呈现下降趋势，2024年中国电影票房收入为425.02亿元。随着移动互联网的普及和短视频平台的兴起，微短剧的传播渠道日益广泛，分流了大量潜在影院观众，市场规模将不断扩大。
在2025年中国消费者观看微短剧的平台中，位列前三的分别是抖音（39.06%）、番茄免费短剧（27.32%）和快手（26.29%）。此外，消遣娱乐（46.38%）、故事情节吸引（43.10%）和观看方便灵活（39.44%）是用户观看微短剧的主要原因。这一趋势表明，短视频平台凭借庞大流量基数与场景适配性，已成为微短剧分发核心渠道，而用户核心需求则聚焦情绪价值与观看体验。未来，平台需以精品化内容创作夯实核心竞争力，同时持续优化播放流畅度、交互设计等体验细节，以进一步巩固用户粘性。
艾媒咨询分析师认为，未来中国微短剧市场将向精品化、规范化与全球化深度进阶。一方面，监管收紧推动行业告别粗制滥造，巨头与传统影视公司入局催生优质内容，从“爽感猎奇”转向现实题材与价值表达。另一方面，“微短剧+”与IP系列化运营成新方向，付费模式更趋透明规范。同时，“银发族”等群体拓宽用户结构，海外市场收入高速增长，出海成为重要增长点。低成本快周转优势持续，叠加技术赋能与场景适配，微短剧行业将在质量提升与商业创新中实现可持续扩张。
In recent years, micro short dramas, as a new form of online audio-visual content, have rapidly attracted a large number of users with their light weight, fast pace, and rich expressiveness. According to the latest "2025 China Micro Short Drama Market Consumption Survey Data" released by iiMedia Research (a leading third-party data mining and analysis agency for the new economy industry), the scale of the Chinese micro short drama market is on the rise. It is projected that the market size will reach 67.79 billion yuan in 2025, an increase of 34.40% year-on-year, and is expected to exceed 150 billion yuan by 2030. Additionally, since 2023, the box office of Chinese films has shown a downward trend, with the box office revenue in 2024 being 42.502 billion yuan. With the popularization of mobile internet and the rise of short video platforms, the distribution channels of micro short dramas have become increasingly diverse, diverting a large number of potential cinema audiences, and the market size will continue to expand.
Among the platforms where Chinese consumers watch micro short dramas in 2025, the top three are Douyin (39.06%), Tomato Free Short Drama (27.32%), and Kuaishou (26.29%). Moreover, entertainment (46.38%), captivating storylines (43.10%), and convenient and flexible viewing (39.44%) are the main reasons why users watch micro short dramas. This trend indicates that short video platforms, with their large traffic base and scene adaptability, have become the core channels for the distribution of micro short dramas, while users' core demands focus on emotional value and viewing experience. In the future, platforms need to solidify their core competitiveness through high-quality content creation, while continuously optimizing playback smoothness, interaction design, and other experience details to further enhance user stickiness.
Analysts from iiMedia Research believe that the Chinese micro short drama market will deeply advance towards refinement, standardization, and globalization in the future. On one hand, tightened regulation will push the industry to bid farewell to shoddy production, and the entry of giants and traditional film and television companies will give rise to high-quality content, shifting from "thrilling and bizarre" to realistic themes and value expression. On the other hand, "micro short drama +" and IP series operation have become new directions, and the paid model is becoming more transparent and standardized. At the same time, groups such as the "silver-haired generation" are broadening the user structure, and overseas market revenue is growing rapidly, making overseas expansion an important growth point. The advantages of low cost and fast turnover will continue, combined with technological empowerment and scene adaptability, the micro short drama industry will achieve sustainable expansion through quality improvement and business innovation.

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.