全球领先的新经济产业第三方数据挖掘与分析机构
关于“客服”的报告
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.-
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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. -
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艾媒研报|优客工场：独角兽扩张快，“二房东”摘帽难
本报告研究涉及涉及企业/品牌/案例：氪空间、SOHO3Q和WeWork中国、纳什空间、红杉资本、真格基金、歌斐资产、亿润投资、中投汉富、创新工场、Keep、罗辑思维、得到、地平线机器人、OYO酒店、方正和生投资、无双资本、汉富资本、中投合众、翰同资本、永柏资本、鸿泰国银、青创客、领势投资、高和资本、银泰置地、中融信托、中国泰和集团、北京百福嘉工程管理有限公司、天弘基金、俊发地产集团、创合汇投资、普思资本、天明双创科技有限公司、大宏集团、首创置业、星牌集团、北京爱康集团、景荣控股、前海梧桐并购基金，中景恒基、场景基金、山东国惠、丝路华创、微店、玩多多、CoCo郁可茶饮、东风4S店、滴滴出行、小米、今日头条、盒马鲜生、蔚来汽车、美团、苏宁、七天酒店、平安银行、国家电网、泛优咨询、跑哪儿、知呱呱、企业盒子、AA加速器
数据显示，2018年中国市场主体数量1.1亿，其中中小企业数量超过7000万，它们对办公空间存在大量需求。伴随着经济的发展与观念的改变，企业对办公空间的需求逐渐呈现出成本降级、体验升级的特点。在这种背景下，联合办公空间以更能解决用户痛点、满足用户需求的模式对传统商业地产进行升级替代，并逐渐呈现出刚性的特征，预计2020年中国联合办公市场规模将突破2,000亿元。目前中国联合办公企业主要以互联网系初创企业以及部分地产系品牌为主，广泛布局在一线城市并不断向二线城市辐射。市场份额方面，头部玩家已占据近全国三分之一的份额，市场集中度有望进一步提升。优客工场作为中国联合办公领域的独角兽企业，凭借自身的资源整合能力以及规模优势呈现出巨大发展潜力，但其单一的营收结构、不稳定的现金流、亟待提升的运营管理能力都将是其战胜对手需要解决的重大难题。
The data shows that in 2018, the number of Chinese market entities was 110 million, of which the number of SMEs exceeded 70 million. They have a large demand for office space. Along with the economic development and the change of concept, the demand for office space of enterprises gradually shows the characteristics of cost reduction and experience upgrade. In this context, the joint office space upgrades and replaces traditional commercial real estate with a model that can better address user pain points and meet user needs, and gradually exhibits rigid characteristics. It is estimated that the scale of China's joint office market will exceed 200 billion yuan in 2020. . At present, China's joint office enterprises mainly focus on Internet-based start-ups and some real estate brands, which are widely distributed in first-tier cities and continue to radiate to second-tier cities. In terms of market share, head players have already occupied a third of the country's share, and market concentration is expected to increase further. As a unicorn enterprise in the joint office field in China, Ucommune has great potential for development due to its own resource integration capability and scale advantage, but its single revenue structure, unstable cash flow, and operational management capabilities will be the major problems that need to be solved to overcome its opponents.
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