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.

艾媒咨询|2021-2024年中国月子中心行业市场需求与投资规划分析报告

本报告研究涉及企业/品牌/案例：上海喜喜母婴护理服务股份有限公司，苏州喜之家母婴护理服务股份有限公司，深圳爱帝宫母婴健康管理股份有限公司，馨月汇母婴专护服务（上海）有限公司，优艾贝（中国）集团有限公司，悦子阁（上海）健康服务有限公司，Andbaby安恩贝，北京禧月阁母婴护理有限公司，巍阁产后休养中心（月子会所），仕馨孕育护理中心股份有限公司，台湾臻喜月子会所，广禾堂草本生物科技（上海）有限公司，金月汇精致月子会所，山东福座母婴护理股份有限公司，美梦洛城香水湾月子中心

iiMedia Research(艾媒咨询)数据显示，中国月子中心市场规模自2013年的17.8亿元到2019年的179.8亿元，中国月子中心的市场规模年均复合增长率在47%左右。结合中国当前人口生育率情况来看，以及近期三孩政策的推出，2021年后人口生育率可能小幅上升趋势，因此，月子中心的市场规模也会随之增长，预计2023年将达到243亿元的市场规模。艾媒咨询分析师认为，目前月子中心正处于蓬勃发展阶段，预计未来一段时间仍保持增长趋势;但是由于行业水平参差不齐，并且还没有形成完备的市场监管标准，因此在2021年后月子服务行业会处于调整期，增速放缓。
According to the data of iimedia research, the market scale of China's month care center has increased from 1.78 billion yuan in 2013 to 17.98 billion yuan in 2019, with an average annual compound growth rate of about 47%. Combined with China's current fertility rate and the recent introduction of the three child policy, the fertility rate may rise slightly after 2021. Therefore, the market scale of the child care center will also grow, and it is expected to reach 24.3 billion yuan in 2023. AI media consulting analysts believe that at present, the confinement center is in a stage of vigorous development, and is expected to maintain a growth trend for some time in the future; However, due to the uneven level of the industry and the lack of a complete market regulatory standard, after 2021, the growth rate of the service industry will slow down.

艾媒咨询：2015年中国移动客服市场发展研究报告

本报告是由艾媒咨询行业分析专家领衔撰写，主要分析了该行业的市场规模、发展现状与投资前景，同时对该行业的未来发展作出科学的趋势预测和专业的行业数据分析，帮助客户评估该行业的投资价值。

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.

数据说|虚拟人站上风口，谁能成为顶流

2023年 vol.18

艾媒报告丨2016上半年中国移动客服市场发展研究报告

iiMedia Research（艾媒咨询）数据显示，预计到2016年底，移动客服市场规模将达28.9亿，增长率为91.4%。艾媒咨询分析师认为，随着移动端应用迅猛发展，移动客服也将保持较快速度的增长。

艾媒咨询｜2022-2023年中国券商自营APP竞争格局及用户行为监测报告

　　iiMedia Research（艾媒咨询）数据显示，中国证券APP用户规模增长迅速，2021年中国证券APP用户规模为1.5亿人。数据显示，70.2%的用户通过银行/证券机构理财经理获取理财资讯，64.8%的用户通过券商APP获取理财资讯，59.7%的用户则通过新闻媒体获取理财资讯。

艾媒咨询 | 2023-2024年中国月子中心运行大数据与产业趋势分析报告

近年来，“新时代女性”“她经济”“三孩政策”的出现推动了月子中心产业的发展，女性对于生产、产后修复、育儿等方面的科学专业指导需求更强烈，进一步刺激了消费市场对月子中心的需求。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《2023-2024年中国月子中心运行大数据与产业趋势分析报告》数据显示，2023年中国月子中心市场规模有望达243.3亿元，现阶段月子中心的门店数量仍然保持9%-10%的幅度增长，行业竞争激烈，中国月子中心市场规模扩大前景可观。

艾媒咨询 | 2025年中国月子中心消费者行为调查数据

近年来，随着消费者对科学坐月子理念的认知提升，二、三线城市月子中心市场也迅速崛起，市场规模持续扩大，服务品质和管理水平不断提升。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年中国月子中心消费者行为调查数据》数据显示，在 2025 年针对中国消费者对月子中心的了解情况调研中，高达 87.41% 的消费者明确表示知晓月子中心，这一占比在各项反馈中居于首位，清晰地彰显出月子中心于中国消费者群体里已具备较高的普及程度。而在消费者对月子中心服务的关注点方面，对宝宝的专业照护以 37.65% 的占比拔得头筹，这一数据直观且有力地表明，消费者最为看重月子中心在照料宝宝方面所展现出的质量 。艾媒咨询分析师认为，随着政府对月子中心行业监管力度的加强，行业规范化发展将成为必然趋势。未来，政府将出台更加严格的行业标准和规范，加强对月子中心的审批、监管和评估，推动月子中心行业健康、有序发展。同时，行业协会将发挥更大作用，加强行业自律，促进企业之间的交流与合作，共同提升行业整体服务水平。
In recent years, with the improvement of consumers' awareness of the concept of scientific confinement, the central market of the second and third-tier cities has also risen rapidly, the market size has continued to expand, and the service quality and management level have continued to improve. According to the latest "Data from the China month center consumer behavior survey in 2025" released by iiMedia Research, a third party data mining and analysis institution in the global new economy industry, according to the data, in 2025, the understanding of Chinese consumers about maternity centers is investigated. Up to 87.41% of consumers clearly know the maternity center, which ranks first in the feedback, clearly showing that the maternity center has a high degree of popularity in the Chinese consumer group. In terms of consumers' focus on maternity center services, professional care for babies topped the list with 37.65%, which intuitively and strongly indicates that consumers value the quality of maternity center care for babies the most. Ai Media Consulting analysts believe that with the strengthening of the government's supervision of the maternity center industry, the standardized development of the industry will become an inevitable trend. In the future, the government will introduce more stringent industry standards and norms, strengthen the approval, supervision and evaluation of the maternity center, and promote the healthy and orderly development of the maternity center industry. At the same time, the industry association will play a greater role in strengthening industry self-discipline, promoting exchanges and cooperation between enterprises, and jointly improving the overall service level of the industry.