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｜2024-2025年中国协同办公行业及标杆案例研究报告

随着数字化转型和远程工作需求的推动，中国协同办公行业迅速发展，逐步发展为企业提升运营效率和团队协作方式的关键因素。在企业中通过协同办公行软件构建一套高效的服务框架，成为了企业日常运营中提升沟通效率、加强团队协作的重要工具。在行业竞争日趋激烈的环境下，中国协同办公行业不仅满足了国内企业对高效协作平台的需求，还逐渐将视野扩展到国际市场，成为全球企业服务市场的新动向。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《2024-2025年中国协同办公行业及标杆案例研究报告》数据显示，中国协同办公市场规模2023年已达330.1亿元，预计2025年规模将达414.8亿元。
艾媒咨询分析师认为，在全球化的大背景下，中国协同办公企业通过整合和应用具有中国特色的创新理念和技术优势，可以更有效地与国际企业建立合作关系，提升品牌竞争力。
Driven by digital transformation and the need for remote working, China's collaborative office industry has grown rapidly, gradually becoming a key factor for enterprises to improve operational efficiency and team collaboration. In the enterprise, a set of efficient service framework is built through collaborative office software, which has been becomed an important tool to improve communication efficiency and strengthen team cooperation in the daily operation of enterprises. In the increasingly competitive environment of the industry, China's collaborative office industry not only meets the needs of domestic enterprises for efficient collaboration platforms, but also gradually expands its vision to the international market, becoming a new trend in the global enterprise service market. According to the latest "2024-2025 China Collaborative Office Industry and Benchmarking Case Study Report" released by iiMedia Research, a third-party data mining and analysis institution in the global new economy industry, the scale of China's collaborative office market has reached 33.01 billion yuan in 2023. It is expected that the scale will reach 41.48 billion yuan in 2025.
Analysts from IIMedia Consulting believe that in the context of globalization, Chinese collaborative office enterprises can more effectively establish cooperative relations with international enterprises and enhance brand competitiveness by integrating and applying innovative ideas and technological advantages with Chinese characteristics.

艾媒咨询 | 2025年中国智能学习机行业发展状况和消费行为调查数据

随着技术的不断发展，智能学习机产品技术日益成熟，广泛应用于多个教育学习场景，其广阔的应用前景将推动中国智能学习机行业规模快速增长。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年中国智能学习机行业发展状况和消费行为调查数据》显示，2024年中国教育智能硬件市场规模达962亿元，预计2025年达到1125亿元；2024年中国智能学习机市场规模达270.72亿元，预计2027年中国智能学习机市场规模将达到514.41亿元。随着家长和学生对于教育质量要求的提高，传统的“一刀切”教学模式已无法满足其需求。智能学习机通过AI技术，能够根据学生的学习进度和能力提供定制化的学习方案，满足个性化学习需求。
在消费者购买智能学习机产品的种类中，排名前三的分别是智能学习笔（58.33%）、儿童手表（49.43%）、电子词典笔（39.94%）。此外，在购买学习机时，学习资源（66.92%）成为首要关注因素，使用体验（52.31%）与售后服务（48.46%）次之。这表明，智能学习机产品的竞争核心正从技术功能转向“内容+服务”的综合生态构建。未来，能够整合优质教育资源、提供流畅交互体验并建立完善服务体系的品牌，将在市场竞争中占据主导地位。
艾媒咨询分析师认为，未来中国智能学习机产品将向“内容生态化、服务个性化、交互人性化”深度演进。硬件参数将不再是竞争焦点，行业核心壁垒在于构建覆盖全学科、适配多教材版本的优质内容资源库。AI技术将进一步赋能，实现真正意义上的个性化学习路径规划与实时学情反馈。同时，产品将更注重情感化交互与护眼设计，从学习工具转变为懂孩子的学习伙伴。此外，伴随“双减”政策深化，与校内课堂互补的精准辅导及家庭教育场景解决方案，将成为关键增长点。
With the continuous development of technology, the technology of intelligent learning machine products is becoming increasingly mature and widely used in multiple educational learning scenarios. Its broad application prospects will drive the rapid growth of China's intelligent learning machine industry. According to the latest survey data on the development status and consumer behavior of China's intelligent learning machine industry in 2025 released by iiMedia Research, a leading global third-party data mining and analysis institution for the new economy industry, the market size of China's education intelligent hardware will reach 96.2 billion yuan in 2024, and is expected to reach 112.5 billion yuan by 2025; The market size of intelligent learning machines in China is expected to reach 27.072 billion yuan by 2024, and is projected to reach 51.441 billion yuan by 2027. With the increasing demands of parents and students for educational quality, the traditional "one size fits all" teaching model can no longer meet their needs. Intelligent learning machines can provide customized learning plans based on students' learning progress and abilities through AI technology, meeting personalized learning needs.
Among the types of smart learning machine products purchased by consumers, the top three are smart learning (58.33%), children's watches (49.43%), and electronic dictionary pens (39.94%). In addition, when purchasing a learning device, learning resources (66.92%) become the primary concern, followed by user experience (52.31%) and after-sales service (48.46%). This indicates that the competitive core of intelligent learning machine products is shifting from technical functions to the comprehensive ecological construction of "content+services". In the future, brands that can integrate high-quality educational resources, provide smooth interactive experiences, and establish a comprehensive service system will dominate the market competition.
Analysts from iMedia Consulting believe that in the future, Chinese intelligent learning machine products will deeply evolve towards "content ecology, personalized services, and interactive humanization". Hardware parameters will no longer be the focus of competition, and the core barrier of the industry lies in building a high-quality content resource library that covers all disciplines and is compatible with multiple textbook versions. AI technology will further empower and achieve truly personalized learning path planning and real-time learning feedback. At the same time, the product will focus more on emotional interaction and eye protection design, transforming from a learning tool to a learning partner who understands children. In addition, with the deepening of the "double reduction" policy, precise tutoring and family education scene solutions that complement on campus classrooms will become key growth points.

艾媒咨询 | 2024年中国数字中台市场研究报告

随着云计算、大数据、物联网、人工智能等技术的创新发展，传统产业数字化转型不断加快，数据安全和隐私问题成为用户和企业的关切点，企业对灵活、高效解决方案的需求持续增加，生态合作将成为行业发展趋势。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《2024年中国数字中台市场研究报告》数据显示，2022年中国数字经济总体规模达50.2万亿元，同比增长10.3%。随着传统产业数字化转型不断加快，数字经济基础设施实现跨越式进步，预计2025年达70.8万亿元。中国零售企业在物料管理、销售管理中使用到信息系统较多；零售企业使用的数字化工具主要有数字系统（75.9%）和数字营销（57.6%）；有75.4%的零售企业在接受数字中台服务商服务后经营效率提升6%-25%。数字中台市场集中度较高，大厂技术设施健全，优势明显。当前中台的行业格局由竞争转向竞合，以协同生态为核心，集众所长，企业中台趋向云化、智能化、生态化、全渠道化。
With the innovative development of cloud computing, big data, Internet of Things, artificial intelligence and other technologies, the digital transformation of traditional industries is accelerating, data security and privacy issues have become the concern of users and enterprises, and enterprises' demand for flexible and efficient solutions continues to increase, and ecological cooperation will become the development trend of the industry. According to the latest China digital market research report in 2024 released by iiMedia Research, a third-party data mining and analysis institution of the global new economy industry, the overall scale of China's digital economy reached 50.2 trillion yuan in 2022, with a year-on-year growth of 10.3%. As the digital transformation of traditional industries continues to accelerate, the digital economy infrastructure has achieved leapfrog progress, and it is expected to reach 70.8 trillion yuan by 2025. Chinese retail enterprises utilize a wide range of information systems in material management and sales management. The primary digital tools employed by retail enterprises include digital systems (75.9%) and digital marketing (57.6%). After receiving services from digital middle-platform service providers, 75.4% of retail enterprises have witnessed a 6% to 25% increase in operational efficiency. The digital middle-platform market exhibits a high degree of concentration, with large companies boasting comprehensive technical facilities and notable advantages. Currently, the middle-platform industry landscape is shifting from competition to cooperation, centered on collaborative ecosystems. It integrates the strengths of various parties, driving enterprise middle-platforms towards cloudification, intelligence, ecologization, and omni-channel development.

艾媒咨询 | 2023年中国协同办公行业及标杆案例研究报告

在企业降本增效诉求不断凸显的环境下，低代码、零代码开发平台迎来增量市场。互联网头部厂商纷纷入局，细分领域厂商新星顺势而起，推动了企业数字化转型的进程，低代码、零代码技术成为协同办公行业的价值增长点。

艾媒咨询｜2022年度中国机器人行业发展专题研究报告

在供给侧和需求侧的双重推动下，中国机器人市场发展前景广阔。iiMedia Research(艾媒咨询)数据显示，2022年机器人行业市场规模将达1712.4亿元，同比增长31.0%。2027年市场规模有望接近6000亿元。机器人赛道的火热也吸引了不同领域的玩家入局，在多元化企业布局的影响下，机器人的产业化应用得到有效促进，将会在不同场景下加速落地,机器人的各细分赛道发展迅速。

艾媒咨询｜2021-2022年中国视频会议行业发展及标杆案例研究报告

iiMedia Research（艾媒咨询）数据显示，2021年中国视频会议市场规模达148.2亿元，同比增长18.3%。在疫情防控常态化背景下，中国视频会议行业市场需求持续增长，产品逐步广泛应用于小微企业及个人用户，市场规模进一步扩大，预计2025年视频会议市场规模达304.1亿元。

艾媒咨询｜2022年中国无人驾驶汽车市场行业研究报告

随着汽车智能化与电动化不断升级，无人驾驶汽车成为汽车行业发展的新趋势。在政策和社会需求等多维度因素的推动下，自动驾驶的服务需求持续增长。iiMedia Research（艾媒咨询）数据显示，2022年无人驾驶汽车的市场规模将达100.4亿元，预计2025年前后将迎来规模性产业化契机。

艾媒咨询 | 2021年中国协同办公行业趋势及标杆案例研究

本报告涉及的案例/品牌/企业：360织语，钉钉，飞书，360亿方云，联想，有道云笔记

iiMedia Research（艾媒咨询）数据显示，2021年中国协同办公市场规模达264.2亿元，市场持续稳步增长。中国数字经济助推高质量发展，企业数字化转型已成定势。预计2021-2023年，中国协同办公行业将保持每年10%以上的增长率，2023年的市场规模将达330.1亿元。艾媒咨询分析师认为，在企业降本增效诉求不断凸显的环境下，低代码和零代码开发平台迎来增量市场，互联网头部厂商纷纷入局，钉钉、360织语等平台化产品顺势而起，率先进入3.0模式，进一步推动政企数字化转型的进程，低代码、零代码成为协同办公的价值增长点。
According to the data of iiMedia research, the market size of Collaborative office in China will reach 26.42 billion yuan in 2021, and the market will continue to grow steadily. Chinese digital economy has boosted high-quality development, and digital transformation of enterprises has become a foregone conclusion. It is expected that Chinese collaborative office industry will maintain an annual growth rate of more than 10% from 2021 to 2023, and the market size will reach 33.01 billion yuan in 2023. iiMedia consulting analysts believe that in the environment where enterprises' demands for cost reduction and efficiency increase are constantly highlighted, low-code and zero-code development platforms embrace incremental market, and Internet leading manufacturers have entered the market one after another. Platform products such as DingTalk and 360Zhiyu have taken the lead in entering the 3.0 mode, further promoting the process of government and enterprise digital transformation. Low code and zero code become the value growth point of collaborative office.

艾媒咨询|2021上半年中国企业服务专题研究报告

本报告研究涉及企业/品牌/案例：用友薪福社，钉钉，金蝶

iiMediaResearch(艾媒咨询)数据显示，2016年以来中国数字经济总体规模持续上升,截至2020年，规模高达41.4万亿元。艾媒咨询分析师认为，服务提供商将打通企业主体和服务商间的数据壁垒、扩大服务半径，为企业服务市场规模增长带来新的驱动力。其次，近年来，行业投融资有集中于头部公司、投资金额和数量集中的趋势，有利于行业头部企业通过收购并购等手段进行行业资源、技术整合，增强企业竞争力。此外，在未来互联网公司和其生态内的云服务提供商、企业安全服务提供商等信息主体或将联合起来通过数据互联建立自身在企业服务市场中的竞争壁垒，推出一站式服务，给企业用户提供更多选择。
As the data of iiMedia Research, the overall scale of China's digital economy has continued to rise since 2016, reaching 41.4 trillion RMB by 2020. The consulting analyst of iiMedia Research believe that service providers will break through the data barriers between enterprise entities and service providers, expand the service radius, and bring new driving forces for the growth of market scale of enterprise service. Secondly, the industry investment and financing tend to concentrate on the head companies in recent years, and the amount and quantity of investment are concentrated, which is conducive to the industry head enterprises to integrate the industry resources and technology by means of mergers and acquisitions, so as to enhance the competitiveness of enterprises. In addition, Internet companies, cloud service providers, enterprise security service providers and other information subjects in their ecology may unite to establish their own competitive barriers in the enterprise service market through data interconnection, and launch one-stop service to provide more choices for enterprise users in the future.