艾媒咨询 | 2025年中国数字人民币发展概况与用户行为调查数据

自2014年央行启动数字人民币研究以来，数字人民币已从理论探索阶段大步迈入试点推广与生态构建的关键时期。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年中国数字人民币发展概况与用户行为调查数据》数据显示，中国移动支付交易规模整体呈增长态势。2024年中国移动支付规模为563.7万亿元，反映出数字化和便捷化支付对中国居民生活的深刻影响。在2025年中国用户开通数字人民币服务原因中，占比最高的是“免手续费”，达到54.58%；其次是“可以离线支付”，占比为53.70%。这些数据表明实用性和便捷性是数字人民币用户选择数字人民币的主要考虑因素。在2025年中国用户认为数字人民币优势中，提升央行对货币供给和流通的控制力以41.48%的比例最高，显示出数字人民币用户对数字人民币在货币政策执行方面的高度认可；现金的使用量减少，通货增幅减少以37.24%位列第二，表明数字人民币用户认为数字人民币有助于减少现金依赖，降低通货膨胀风险。
艾媒咨询分析师认为，未来数字人民币将全方位渗透各领域，深度融入经济生活。在民生消费场景中，其将进一步下沉至偏远地区与小众商户，结合消费补贴、专属优惠等活动，提升用户使用黏性，预计在日常小额支付中的占比将大幅提升；对公领域，借助智能合约技术，在企业间结算、供应链金融等复杂业务场景实现流程简化与风险可控，成为企业资金流转的重要方式；跨境支付方面，随着国际合作推进与技术适配完成，数字人民币将在 “一带一路”沿线及周边贸易中率先实现规模应用，简化结算流程，降低汇兑成本，助力人民币国际化进程迈出关键步伐。各参与主体需强化技术协同创新，提升系统稳定性与安全性，优化用户体验，加速构建数字人民币成熟生态，推动其在经济高质量发展中发挥更大效能。
Since the central bank launched the research on the digital RMB in 2014, the digital RMB has made great strides from the theoretical exploration stage to the critical period of pilot promotion and ecosystem construction. According to the latest "Overview of the development of China's digital RMB in 2025 and user behavior survey data" released by iiMedia Research, a leading third-party data mining and analysis institution for the new economy industry worldwide, the overall transaction volume of mobile payment in China shows a growth trend. In 2024, the scale of mobile payment in China was 563.7 trillion yuan, reflecting the profound impact of digital and convenient payment on the lives of Chinese residents. Among the reasons for Chinese users to activate digital RMB services in 2025, the one with the highest proportion is "no handling fee", reaching 54.58%. The second is "offline payment is available", accounting for 53.70%. These data indicate that practicality and convenience are the main considerations for digital RMB users when choosing digital RMB. Among the advantages of the digital RMB perceived by Chinese users in 2025, the proportion of enhancing the central bank's control over the money supply and circulation was the highest at 41.48%, demonstrating the high recognition of the digital RMB by users in the implementation of monetary policy. The usage of cash decreased, and the inflation rate decreased by 37.24%, ranking second. This indicates that users of the digital RMB believe that the digital RMB helps reduce cash dependence and lower the risk of inflation.
Analysts from iiMedia Research believe that in the future, the digital RMB will fully penetrate all fields and deeply integrate into economic life. In the scenarios of people's livelihood consumption, it will further extend to remote areas and niche merchants, and combine activities such as consumption subsidies and exclusive discounts to enhance user stickiness. It is expected that its proportion in daily small payments will increase significantly. In the corporate sector, by leveraging smart contract technology, process simplification and risk control can be achieved in complex business scenarios such as inter-enterprise settlement and supply chain finance, becoming an important way for enterprises to flow funds. In terms of cross-border payments, with the advancement of international cooperation and the completion of technological adaptation, the digital RMB will be first applied on a large scale in trade along and around the Belt and Road Initiative, simplifying the settlement process and reducing exchange costs, thus facilitating a crucial step forward in the internationalization of the RMB. All participating entities need to enhance technological collaborative innovation, improve the stability and security of the system, optimize user experience, accelerate the construction of a mature ecosystem for the digital RMB, and promote its greater effectiveness in high-quality economic development.

艾媒咨询 | 2025年中国移动支付行业发展状况与用户行为调查数据

在数字化浪潮与金融科技深度融合的推动下，中国移动支付行业近年来取得了令人瞩目的发展成就，成为全球支付领域的重要引领力量。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年中国移动支付行业发展状况与用户行为调查数据》数据显示，2024年中国移动支付交易规模达到563.7万亿元，未来随着居民收入水平提高和科技的不断进步，未来中国移动支付交易规模还会继续增长。在中国移动支付用户使用过手机支付的主要场景中，大型商超以67.91%的占比成为移动支付用户使用手机支付最多的场景，其次是便利店和餐饮门店，占比分别为66.94%和65.64%。这表明绝大部分用户愿意在线下使用手机支付。在中国移动支付用户手机支付主要使用的账户类型中，支付宝余额以68.23%的高占比位居首位，微信零钱以64.18%的占比紧随其后，排名第二。说明大部分用户习惯方便快捷的交易账户类型。艾媒咨询分析师认为，未来，行业需在保障支付安全的前提下，进一步优化用户体验，拓展跨境支付等新业务领域，推动移动支付服务向智能化、个性化、国际化方向迈进。
Driven by the deep integration of the digital wave and fintech, China's mobile payment industry has achieved remarkable development accomplishments in recent years and has become an important leading force in the global payment field. According to the latest "iiMedia Report | Survey data on the development status and user behavior of China's mobile payment industry in 2025" released by iiMedia Research, a world-leading third-party data mining and analysis institution for the new economy industry, the transaction scale of China's mobile payment reached 563.7 trillion yuan in 2024. In the future, with the increase in residents' income levels and the continuous advancement of technology, the transaction volume of mobile payment in China will continue to grow. Among the main scenarios where mobile payment users in China have used mobile payments, large supermarkets, with a proportion of 67.91%, are the scenarios where mobile payment users use mobile payments the most, followed by convenience stores and restaurants, with proportions of 66.94% and 65.64% respectively. This indicates that the vast majority of users are willing to use mobile payment offline. Among the main account types used by mobile payment users in China for mobile payment, Alipay Balance ranks first with a high proportion of 68.23%, followed closely by wechat Wallet with a proportion of 64.18%, ranking second. It indicates that the majority of users are accustomed to convenient and fast transaction account types. Analysts from iiMedia Research believe that in the future, the industry needs to further optimize user experience under the premise of ensuring payment security, expand new business areas such as cross-border payment, and promote the development of mobile payment services towards intelligence, personalization and internationalization.

艾媒咨询 | 2025年中国差旅费控行业白皮书

传统差旅服务或费控报销只是解决了企业在预订、报销这一单一环节的需求。企业真正需要的是一个科学的差旅采购方案，以及涵盖事前、事中、事后的全流程、完整的差旅费控解决方案。差旅费控一体化把差旅消费场景与费控平台融合贯通，打造企业差旅及费用管控一体化平台，横向链接消费供应商，纵向打通费控全流程。iiMedia Research（艾媒咨询）数据显示，2024年中国差旅费控行业市场交易规模达3316.6亿元，预计2027年将增长至4028.3亿元。随着政策的落地和互联网技术的发展，企业客户对差旅费控的认知将不断深化，未来将有更多企业倾向于选择差旅费控厂商服务，中国差旅费控市场有望迎来更大的增长空间和发展机遇。
Traditional business travel services or expense control and reimbursement merely address the needs of enterprises in the single link of booking and reimbursement. What enterprises truly need is a scientific travel procurement plan and a complete travel expense control solution covering the entire process from before, during to after the event. The integration of travel expense control integrates the travel consumption scenarios with the expense control platform, creating an integrated platform for enterprise travel and expense management. It horizontally links consumer suppliers and vertically connects the entire expense control process. iiMedia Research data shows that the market transaction volume of China's travel expense control industry reached 331.66 billion yuan in 2024 and is expected to grow to 402.83 billion yuan by 2027. With the implementation of policies and the development of Internet technology, enterprise customers' understanding of travel expense control will continue to deepen. In the future, more enterprises will tend to choose the services of travel expense control manufacturers. The Chinese travel expense control market is expected to embrace greater growth space and development opportunities.

艾媒咨询 | 2025年中国单身经济市场消费行为调查数据

单身经济市场正随着单身人群的扩大和消费观念的转变而迅速崛起，其核心特点是注重个性化、品质化和便利性，涵盖餐饮、娱乐、旅游、家居等多个领域。单身人群更倾向于为自我提升、情感陪伴和便捷生活买单，推动了“一人食”、迷你家电、宠物经济等细分市场的蓬勃发展。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年中国单身经济市场消费行为调查数据》数据显示，“工作环境或生活环境不利于恋爱（如经常出差、加班等）”以30.53%的占比成为单身的主要原因，凸显了现代社会中工作和环境因素对个人情感生活的显著影响。在消费领域，餐饮美食以39.97%的占比高居榜首，成为单身群体每月消费的核心支出，反映出他们对饮食品质和体验的重视。此外，生活日用品和休闲娱乐分别以35.51%和34.31%的占比紧随其后，表明单身群体在日常生活便利性和娱乐休闲方面表现出强劲的消费力，进一步印证了单身经济在提升生活品质和满足个性化需求方面的巨大潜力。艾媒咨询分析师认为，未来，单身经济将朝着更加精细化、场景化和情感化的方向发展，品牌需抓住单身人群的消费心理，提供个性化、高品质的产品和服务，以在这一快速增长的市场中占据先机。
The single economic market is rising rapidly with the expansion of the single population and the change of consumption concept, its core feature is to pay attention to personalization, quality and convenience, covering catering, entertainment, tourism, home and other fields. Single people are more inclined to pay for self-improvement, emotional companionship and convenient life, which has promoted the vigorous development of market segments such as "one-person food", mini household appliances and pet economy. According to the latest "Survey data of consumption behavior of China's single economy market in 2025" released by iiMedia Research, a third-party data mining and analysis institution in the global new economy industry, "The working environment or living environment is not conducive to love (such as frequent business trips, overtime work, etc.)" was the main reason for singleness, accounting for 30.53%, highlighting the significant impact of work and environmental factors on personal emotional life in modern society. In terms of consumption, food and beverage topped the list with 39.97% of the total, becoming the core expenditure of single people's monthly consumption, reflecting their emphasis on food quality and experience. In addition, daily necessities and leisure and entertainment followed closely with 35.51% and 34.31% respectively, indicating that the single group showed strong spending power in the convenience of daily life and entertainment and leisure, further confirming the great potential of the single economy in improving the quality of life and meeting individual needs. Analysts from Imedia Consulting believe that in the future, the single economy will develop in a more refined, scenario-based and emotional direction, and brands need to seize the consumer psychology of single people and provide personalized, high-quality products and services to take the lead in this rapidly growing market.

艾媒咨询 | 2025年中国高考志愿填报及就业前景大数据分析报告

近年来，随着中国经济在复苏进程中加速结构调整，国内外产业格局与人才需求发生深刻变革。在数字化转型、绿色低碳发展等国家战略驱动下，高等教育体系正经历新一轮专业重塑。2025年教育部新增的智能分子工程、航空运动、低空技术与工程、数字演艺设计等29个专业，精准对接人工智能科技、航空航天、数字艺术等前沿领域，标志着高校专业设置与市场需求的高度协同。iiMedia Research（艾媒咨询）数据显示，中国高等教育资源主要集中在发达城市，集聚效应明显，传统一线城市高校仍是考生首选，新一线城市报考热度也在不断提升，但学校实力仍然是考生非常关注的因素。中国正处于“工程师红利”释放期，产业融合趋势或已影响新一代人才的知识结构布局。
In recent years, as China's economy has accelerated its structural adjustment during the recovery process, profound changes have taken place in the domestic and international industrial patterns and talent demands. Driven by national strategies such as digital transformation and green and low-carbon development, the higher education system is undergoing a new round of professional reshaping. In 2025, the Ministry of Education added 29 new majors, including Intelligent Molecular Engineering, Aviation Sports, low-altitude technology and engineering, and Digital Performance Design, which precisely align with cutting-edge fields such as artificial intelligence technology, aerospace, and digital art, marking a high degree of synergy between the professional Settings of universities and market demands. iiMedia Research data shows , China's higher education resources are mainly concentrated in developed cities, with a significant agglomeration effect. Traditional first-tier city universities remain the top choice for candidates, and the application enthusiasm in new first-tier cities is also on the rise. China is currently in a period of releasing the "engineer dividend", and the trend of industrial integration may have already influenced the knowledge structure layout of the new generation of talents.

艾媒咨询 | 2025年中国乡村数字经济市场发展状况与用户行为调查数据

随着数字化浪潮席卷各行各业，乡村数字经济作为推动乡村振兴、促进农业农村现代化的关键力量，近年来呈现出蓬勃发展的态势。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年中国乡村数字经济市场发展状况与用户行为调查数据》数据显示，在市场规模方面，乡村数字经济展现出强劲的增长势头。2024 年全国农村网络零售额达 2.86 万亿元，农产品网络零售额也达到7183亿元。预计2025年全国农村网络零售额可达3.1万亿元，农产品网络零售额达8045亿元。上述数据足以说明数字化、数据化的乡村数字经济市场发展前景广泛。在对农村有利的数字化经济方式中，有35.71%的用户认为农业物联网发展是有利的数字化经济方式，这表明对于农村来说，处理好农业相关发展问题是最重要的数字化经济方式。在对互联网企业助力优质产区技术更新看法中，46.38%的用户认为持续供应时间更久，46.14%的用户认为质量更有保障，说明未来发展乡村数字经济市场可以多与互联网企业进行深度合作。在对乡村数字经济下人才培养与引进措施的认知中，66.67%的用户认为最有助于人才培养与引进的措施是“提供数字化人才就业与创业支持政策”，59.67%的用户希望“搭建数字化人才交流平台促进合作”。这说明未来发展乡村数字经济过程中，应着重关注和扶持相关数字化人才的培养，同时应该搭建相关平台用以进行深度合作。艾媒咨询分析师认为，未来要推动乡村数字经济持续、健康、均衡发展，行业协会需积极发挥作用，优化供应链协作，加强冷链物流等基础设施建设以降低损耗成本；建立区域电商培训体系，提升从业者运营能力；借助内容电商模式，进一步挖掘下沉市场的消费潜力。通过多方协同合作，充分释放乡村数字经济的巨大能量，助力乡村实现跨越式发展。
With the digital wave sweeping across all industries, the rural digital economy, as a key force in promoting rural revitalization and modernizing agriculture and rural areas, has shown a vigorous development trend in recent years. According to the latest "iiMedia Report | Survey data on the development status of China's rural digital economy market and consumer behavior in 2025" released by iiMedia Research, a world-leading third-party data mining and analysis institution for the new economy industry, in terms of market size, the rural digital economy shows a strong growth momentum. In 2024, the national rural online retail sales reached 2.86 trillion yuan, and the online retail sales of agricultural products also reached 718.3 billion yuan. It is estimated that by 2025, the online retail sales in rural areas across the country will reach 3.1 trillion yuan, and the online retail sales of agricultural products will reach 804.5 billion yuan. The above data are sufficient to demonstrate that the market development prospects of the rural digital economy characterized by digitalization and datafication are broad. Among the digital economic models that are beneficial to rural areas, 35.71% of users believe that the development of agricultural Internet of Things is a favorable digital economic model. This indicates that for rural areas, handling agricultural-related development issues well is the most important digital economic model. Among the views on how Internet enterprises can assist in technological updates in high-quality production areas, 46.38% of the users believe that the continuous supply period is longer, and 46.14% of the users think that the quality is more guaranteed. This indicates that in the future development of the rural digital economy market, more in-depth cooperation with Internet enterprises can be carried out. In the absence of awareness of measures for talent cultivation and introduction under the rural digital economy, 66.67% of the users believe that the most helpful measure for talent cultivation and introduction is "providing employment and entrepreneurship support policies for digital talents", and 59.67% of the users hope to "build a digital talent exchange platform to promote cooperation". This indicates that in the future development of the rural digital economy, emphasis should be placed on and support provided for the cultivation of relevant digital talents, and at the same time, relevant platforms should be established for in-depth cooperation. Analysts from iiMedia Research believe that to promote the sustained, healthy and balanced development of the digital economy in rural areas in the future, industry associations need to play an active role, optimize supply chain collaboration, and strengthen the construction of infrastructure such as cold chain logistics to reduce loss costs. Establish a regional e-commerce training system to enhance the operational capabilities of practitioners; By leveraging the content e-commerce model, further tap into the consumption potential of the lower-tier markets. Through multi-party collaborative efforts, the tremendous power of the rural digital economy can be fully unleashed, facilitating the leapfrog development of rural areas.

艾媒咨询 | 2025年中国数字人产业发展报告

2025年，当数字经济成为中国经济高质量发展的“主赛道”，数字人作为“虚拟与现实的连接者、智能传播的核心载体”，已从泛娱乐的“流量符号”进化为赋能产业转型、传承文化、提升城市竞争力的“基础设施”。在无锡举办的2025年中国国际智能传播论坛上，艾媒咨询受邀出席解读数字人产业的“技术突破、场景深化、生态构建”。iiMedia Research（艾媒咨询）数据显示，2024年中国数字人核心市场规模为339.2亿元，预计2030年将达到935.6亿元；2024年数字人带动市场规模为4785.3亿元，预计2030年为10468.6亿元。
By 2025, when the digital economy becomes the "main track" for China's high-quality economic development, digital humans, as the "connectors between the virtual and the real, and the core carriers of intelligent communication", have evolved from the "traffic symbols" of general entertainment to the "infrastructure" that empowers industrial transformation, inherits culture, and enhances urban competitiveness. At the 2025 China International Intelligent Communication Forum held in Wuxi, iiMedia Research was invited to attend and interpret the "technological breakthroughs, scenario deepening, and ecosystem construction" of the digital human industry. iiMedia Research data shows that the core market size of digital humans in China was 33.92 billion yuan in 2024 and is expected to reach 93.56 billion yuan by 2030. The market size driven by digital humans is expected to reach 478.53 billion yuan in 2024 and 1,046.86 billion yuan in 2030.

艾媒咨询 | 2025年中国无人零售行业发展状况与用户行为调查数据

　随着物联网、人工智能、大数据等前沿技术深度嵌入零售领域，中国无人零售行业近年来一路高歌猛进，从概念试水逐步迈向大规模商用，展现出强大的发展活力。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年中国无人零售行业发展状况与用户行为调查数据》数据显示，2024年中国人均可支配收入突破40000元大关，达到41314元。在2024年中国居民移动电话普及率达到了127.10部/百人。上述数据足以说明以物联网、大数据等前沿技术为核心的无人零售市场发展前景广泛。在对无人零售行业了解情况调查中，有50.41%的无人零售用户表示听说过，较为了解的用户占比为38.14%，这表明绝大部分用户都对无人零售有一定的认知。在对便利程度影响中，46.85%的用户认为略微提高，18.10%的用户认为显著提高，说明中国无人零售行业对用户生活便利程度带来了较大的正面影响。在无人零售商店未来改进空间看法中，62.76%的无人零售用户希望进行购物流程和支付方式的优化，59.51%的用户希望对店内环境和设施进行改善。这说明尽管无人零售行业具有巨大市场，但在精细服务方面仍然需要优化和改进。艾媒咨询分析师认为，未来中国无人零售行业需在技术稳定性、商品品类丰富度、运营成本控制等方面持续发力。企业应加大研发投入，提升设备稳定性与智能化水平，优化购物流程；同时，精准洞察消费者需求，丰富商品供给，通过精细化运营，进一步释放无人零售的市场潜力，塑造更具竞争力的商业模式。
With the deep integration of cutting-edge technologies such as the Internet of Things, artificial intelligence, and big data into the retail sector, China's unmanned retail industry has been making rapid progress in recent years, gradually moving from conceptual trials to large-scale commercial use, demonstrating strong development vitality. According to the latest "iiMedia Report | Survey data on the development status and user behavior of China's unmanned retail industry in 2025 " released by iiMedia Research, a world-leading third-party data mining and analysis institution for the new economy industry, China's per capita disposable income exceeded 40,000 yuan in 2024, reaching 41,314 yuan. In 2024, the penetration rate of mobile phones among Chinese residents reached 127.10 per 100 people. The above data are sufficient to demonstrate that the unmanned retail market, centered on cutting-edge technologies such as the Internet of Things and big data, has a broad development prospect. In the survey on the understanding of the unmanned retail industry, 50.41% of unmanned retail users said they had heard of it, and the proportion of users who were relatively familiar with it was 38.14%. This indicates that the vast majority of users have a certain understanding of unmanned retail. In terms of the impact on convenience, 46.85% of the users think it has slightly improved, and 18.10% of the users think it has significantly improved, indicating that the unmanned retail industry in China has brought a considerable positive impact on the convenience of users' lives. Among the views on the future improvement space of unmanned retail stores, 62.76% of unmanned retail users hope to optimize the shopping process and payment methods, and 59.51% of users hope to improve the in-store environment and facilities. This indicates that although the unmanned retail industry has a huge market, it still needs optimization and improvement in terms of fine services. Analysts from iiMedia Research believe that in the future, China's unmanned retail industry needs to continue to make efforts in terms of technological stability, the richness of product categories, and the control of operating costs. Enterprises should increase investment in research and development, enhance the stability and intelligence level of equipment, and optimize the shopping process. At the same time, accurately understand consumer demands, enrich product supply, and through refined operation, further unleash the market potential of unmanned retail and shape a more competitive business model.

艾媒咨询 | 2025年全球数字人直播电商产业趋势报告

在全球数字化浪潮汹涌澎湃的当下，电商行业正经历着前所未有的变革与重塑，数字人直播电商顺势崛起，成为引领行业发展的全新风口。亚马逊、京东、淘宝等头部电商平台纷纷加码数字人电商直播赛道，以技术驱动消费体验革新。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年全球数字人直播电商产业趋势报告》数据显示，2021-2026年全球数字人电商直播市场规模呈上升趋势，2024年全球数字人电商直播市场规模为492.82亿美元，预计2026年将达到767.93亿美元。艾媒咨询分析师认为，数字人电商直播带货正通过技术迭代与场景创新持续加速行业变革，其与传统直播带货的关系已从竞争走向协同。
In the current era when the global digital wave is surging, the e-commerce industry is undergoing unprecedented transformation and reshaping. Digital human live-streaming e-commerce has emerged as a new trend, leading the development of the industry. Leading e-commerce platforms such as Amazon, JD.com and Taobao are all stepping up their efforts in the digital human e-commerce live streaming field, driving the innovation of consumer experience with technology. The latest "Global Digital Human live-streaming e-commerce industry trend report 2025" released by iiMedia Research, a third-party data mining and analysis institution for the global new economy industry, shows that the global digital human e-commerce live-streaming market size is on the rise from 2021 to 2026. The global digital human e-commerce live streaming market size was 49.282 billion US dollars in 2024 and is expected to reach 76.793 billion US dollars by 2026. Analysts from iiMedia Research believe that Digital human e-commerce live-streaming sales are continuously accelerating industry transformation through technological iteration and scene innovation. Its relationship with traditional live-streaming sales has shifted from competition to collaboration.

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.