艾媒咨询 | 2025-2026年中国服装批发行业发展趋势研究报告

随着中国人均消费水平的提升，以及消费者对服装需求的多元化，国家积极推动纺织服装行业“增品种、提品质、创品牌”的“三品”行动。iiMedia Research（艾媒咨询）数据显示，2024年中国服装批发市场规模攀升至5673.2亿元，预计到2030年规模将进一步增长至7414.8亿元。如今，服装批发行业正在转型升级，发展模式由增量扩张转向存量优化。未来，智能化将深度赋能行业，构建更加适应电商模式、深化品牌优势、聚焦绿色环保、强化产城协同的服装批发生态。
With the increase in the per capita consumption level of Chinese people and the diversification of consumers' demands for clothing, the state actively promotes the "Three Products" action in the textile and garment industry, which involves "increasing varieties, improving quality and creating brands". iiMedia Research data shows that the scale of China's clothing wholesale market rose to 567.32 billion yuan in 2024 and is expected to further increase to 741.48 billion yuan by 2030. Nowadays, the clothing wholesale industry is undergoing transformation and upgrading, with its development model shifting from incremental expansion to optimization of existing stock. In the future, intelligence will deeply empower the industry, building a clothing wholesale ecosystem that is more adaptable to e-commerce models, deepens brand advantages, focuses on green environmental protection, and strengthens the coordination between industry and city.

艾媒咨询 | 2025年中国服饰产品消费行为调查数据

时尚潮流的兴起让服饰成为时尚文化的重要载体，设计师品牌层出不穷，引领着全球服饰消费趋势。近年来，随着环保意识的增强和科技的飞速发展，可持续、智能化服饰逐渐崭露头角，为行业发展注入新活力。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年中国服饰产品消费行为调查数据》数据显示，在各类服饰风格中，休闲风以 36.93% 的占比拔得头筹，成为最受消费者青睐的风格，这一数据直观地反映出消费者在日常穿着中，对舒适感的强烈追求。而在材质选择方面，棉质凭借其独特优势，以 32.06% 的占比位居榜首，清晰地展现出中国消费者对于棉质服饰的高度偏好。艾媒咨询分析师认为，未来，服饰企业将继续加大研发投入，推出更多创新产品。在款式设计上，将融合多元文化元素和时尚潮流，打造个性化、差异化的产品。在材质应用上，将更多采用环保、智能、功能性面料，提升产品品质和附加值。例如，可降解面料、智能变色面料、具有健康监测功能的面料等将逐渐应用于服饰产品中。
The rise of fashion trends makes clothing become an important carrier of fashion culture, and designer brands emerge in an endless stream, leading the global fashion consumption trend. In recent years, with the enhancement of environmental awareness and the rapid development of science and technology, sustainable and intelligent clothing has gradually emerged, injecting new vitality into the development of the industry. According to the latest Survey data of consumption behavior of Chinese clothing products in 2025 released by iiMedia Research, a third-party data mining and analysis institution in the global new economy industry, leisure style ranks first with 36.93% of all types of clothing styles, becoming the most favored style by consumers. This data directly reflects consumers' strong pursuit of comfort in their daily wear. In terms of material selection, cotton, with its unique advantages, ranked first with 32.06%, clearly showing the high preference of Chinese consumers for cotton clothing. Ai Media Consulting analysts believe that in the future, clothing companies will continue to increase investment in research and development and launch more innovative products. In style design, it will integrate multi-cultural elements and fashion trends to create personalized and differentiated products. In the material application, more environmentally friendly, intelligent and functional fabrics will be used to improve product quality and added value. For example, degradable fabrics, smart color-changing fabrics, and fabrics with health monitoring functions will gradually be used in clothing products.

艾媒咨询 | 2025年中国汉服产业消费行为调查数据

随着汉服文化的普及与市场成熟，其消费研究维度不断深化，涵盖以消费者认知与态度（如了解程度、文化传播认同）为例的文化渗透领域，以消费行为与产品偏好（如购买频率、价格敏感度、材质倾向）为例的市场决策领域，以场景应用（如日常穿着、租借体验、展览参与）为例的生态拓展领域，以及行业争议（山寨接受度、形制设计争议）。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年中国汉服产业消费行为调查数据》数据显示，56.83%的汉服消费者对汉服比较了解，57.845%的消费者比较能接受汉服，消费者多以社交媒体的方式了解到汉服，占比达到38.62%，并且有54.97%的消费者比较关注汉服的展览，可以看出汉服在国内有一定的流行度和关注度。但购买过汉服的消费者仅有35.92%，其中48.36%的消费者是在大型商场或购物中心中购买的，他们在购买时会多考虑款式、价格等因素。经常穿汉服的场景为传统节日时或者拍个人艺术照时。有30%的人认为汉服太引人注目了，有25.38%的人认为汉服穿起来繁琐，不太实用，不会去购买，而相比购买，大多数人会选择租借汉服，占比来到了60.71%，或者去汉服体验店，去过的消费者占比有62.06%。艾媒咨询分析师认为，在汉服逐渐流行的新背景下，更多地关注汉服市场，了解消费者的相关需求，是占领汉服市场至关重要的一步。
With the popularization and market maturation of Hanfu culture, the research dimensions of its consumption have been continuously deepened, covering cultural infiltration areas such as consumers' cognition and attitude (such as understanding degree, cultural dissemination recognition), market decision-making areas such as consumption behavior and product preference (such as purchase frequency, price sensitivity, material preference), ecological expansion areas such as scene application (such as daily wear, rental experience, exhibition participation), and industry controversy areas such as the acceptance of counterfeits and disputes over shape design.According to the latest "2025 China Hanfu Industry Consumption Behavior Survey Data" released by iiMedia Research (iimedia research), a global third-party data mining and analysis agency for the new economy industry, 56.83% of Hanfu consumers have a relatively good understanding of Hanfu, and 57.845% of consumers are relatively receptive to Hanfu. Consumers mostly learn about Hanfu through social media, accounting for 38.62%, and 54.97% of consumers are relatively concerned about Hanfu exhibitions. This shows that Hanfu has a certain degree of popularity and attention in China. However, only 35.92% of consumers have purchased Hanfu, among which 48.36% of consumers bought it in large shopping malls or shopping centers, and they would consider factors such as style and price when purchasing. The common scenes for wearing Hanfu are during traditional festivals or when taking personal artistic photos. 30% of people think Hanfu is too eye-catching, and 25.38% think it is too complicated to wear and not very practical, so they will not purchase it. Compared with purchasing, most people choose to rent Hanfu, accounting for 60.71%, or go to Hanfu experience stores, with 62.06% of consumers having visited. Analysts from iiMedia Research believe that in the new context of the gradual popularity of Hanfu, paying more attention to the Hanfu market and understanding the relevant needs of consumers is a crucial step to occupy the Hanfu market.

艾媒咨询 | 2025年中国塑身服饰产品消费行为洞察报告

随着人们生活水平的提高和健康审美意识的增强，塑身服饰市场近年来发展迅猛。塑身服饰不仅满足了消费者对身材修饰的需求，还在一定程度上体现了时尚与健康的生活理念。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年中国塑身服饰产品消费行为洞察报告》数据显示，在信息传播层面，社交媒体凭借 67.16% 的占比，成为消费者了解收腹提臀裤的最主要渠道，凸显其在塑造消费认知、引导消费选择方面的关键作用。在品牌竞争方面，猫人品牌以 38.53% 的占比拔得头筹，婷美和曲线主义也表现出色，分别占比 37.68% 和 36.42%，这三大品牌凭借各自优势赢得了消费者的青睐，在市场中占据重要地位。而从消费者需求角度，塑造完美身形这一诉求占比高达 70.32%，这直接表明消费者在选购收腹提臀裤时，塑形效果是他们最为关注的核心要素。艾媒咨询分析师认为，塑身服饰市场作为服装行业的新兴细分领域，市场前景广阔，发展潜力巨大。通过加强产品质量把控、完善行业标准、规范市场营销行为，塑身服饰行业能够实现健康、可持续发展。同时，关注行业发展趋势，积极推动科技融合创新、绿色环保发展和个性化定制服务，将为塑身服饰企业带来新的发展机遇。
With the improvement of people's living standards and the enhancement of healthy aesthetic consciousness, shapewear market has developed rapidly in recent years. Shapewear not only meets the needs of consumers for body modification, but also reflects the concept of fashion and healthy life to a certain extent. According to the latest "Insight reportin on China Shapewear products consumer behavior in 2025" released by iiMedia Research, a third-party data mining and analysis institution in the global new economy industry, at the level of information dissemination, social media accounts for 67.16%, It has become the most important channel for consumers to understand belly and hip lifting pants, highlighting its key role in shaping consumption cognition and guiding consumption choices. In terms of brand competition, Cat people brand took the top spot with 38.53%, Tingmei and Curvaciism also performed well, accounting for 37.68% and 36.42% respectively, and these three brands won the favor of consumers with their respective advantages, occupying an important position in the market. From the perspective of consumer demand, the demand for shaping the perfect body shape accounted for as high as 70.32%, which directly shows that consumers are most concerned about the shape effect when they buy belly and hip lifting pants. Imedia Consulting analysts believe that the shapewear market, as an emerging segment of the apparel industry, has broad market prospects and great development potential. By strengthening product quality control, improving industry standards, and standardizing marketing behaviors, the shapewear industry can achieve healthy and sustainable development. At the same time, pay attention to the development trend of the industry, actively promote the integration of science and technology innovation, green environmental protection development and personalized customized services, will bring new development opportunities for shapewear enterprises.

艾媒咨询 | 2025年中国国潮经济消费行为调查数据

随着文化自信提升和产业升级，国潮经济加速渗透，覆盖以服饰、美妆为代表的时尚消费领域，以智能家居、文创产品为核心的科技文化领域，以及非遗活化、老字号创新的文化传承领域。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年中国国潮经济消费行为调查数据》数据显示，85.79%消费者更倾向选择国内潮流品牌，其中48.69%因“中国风设计元素”形成消费偏好。服饰与小型家电成国货消费主力，分别占比37.94%和32.18%，短视频平台以35.32%占比成为核心产品认知渠道。消费者购买时更注重官方线上渠道，款式新颖度与技术创新是驱动消费的核心要素。调研显示，消费者对国货质量信任度显著提升，71.23%认为国货较五年前有质变飞跃。但31.55%消费者指出“国际潮流接轨不足”是最大短板，同时存在IP创新乏力、性价比失衡等问题。艾媒咨询分析师认为，品牌需在保留传统文化精髓基础上强化国际化设计语言，构建全渠道服务体系提升消费体验。建议通过数字技术赋能非遗活化，在智能家居、文创产品等领域深化文化科技融合。政府与企业应协同建立国潮标准体系，借助跨境电商推动刺绣、茶艺等文化符号全球化传播。
With the improvement of cultural confidence and industrial upgrading, the country's economic penetration has accelerated, covering the fashion consumption field represented by clothing and cosmetics, the science and technology culture field with smart home and cultural and creative products as the core, and the cultural inheritance field of intangible cultural heritage activation and time-honored brand innovation. According to the latest "Data from China's economic Consumption Behavior Survey in 2025" released by iiMedia Research, a third-party data mining and analysis institution in the global new economy industry, 85.79% of consumers are more inclined to choose domestic trend brands, of which 48.69% form consumption preferences due to "Chinese style design elements". Clothing and small household appliances became the main force of domestic consumption, accounting for 37.94% and 32.18%, respectively, and short video platforms became the core product cognition channel with 35.32%. Consumers pay more attention to official online channels when purchasing, and novelty of style and technological innovation are the core factors driving consumption. According to the survey, consumers' trust in the quality of domestic products has increased significantly, and 71.23% believe that domestic products have made a qualitative leap compared with five years ago. However, 31.55% of consumers pointed out that "insufficient international trend integration" is the biggest weakness, and there are problems such as lack of IP innovation and imbalance of cost performance. iiMedia Research believe that brands need to strengthen international design language on the basis of retaining the essence of traditional culture, and build an omni-channel service system to enhance consumer experience. It is suggested to enable the activation of intangible cultural heritage through digital technology, and deepen the integration of culture and science and technology in the fields of smart home and cultural and creative products. The government and enterprises should work together to establish a national tide standard system, and promote the globalization of cultural symbols such as embroidery and tea art with the help of cross-border e-commerce.

艾媒咨询 | 2025年中国运动鞋服行业发展状况与消费行为调查数据

随着全民健康意识增强与运动生活方式的普及，消费者对运动鞋服的需求持续增长。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年中国运动鞋服行业发展状况与消费行为调查数据》显示，2024年中国运动鞋服行业市场规模为5425亿元，预计2030年将达到8963亿元。随着中国鞋服品牌登上国际时装周舞台以及国潮文化的流行，中国运动鞋服行业掀起“国潮热”，国货品牌纷纷开始崛起。未来行业将加速向智能化、功能化方向升级，通过强化科技研发、深化国潮文化内涵、拓展细分运动场景，构建更具竞争力和创新力的产业新生态。
中国消费者在选购运动鞋时，首要考虑因素为款式设计，占比达58.70%；专业度（涵盖安全性与科技含量）与舒适度紧随其后，分别占比54.20%和53.80%。在运动服方面，款式设计（61.30%）和舒适度（58.50%）同样是最受关注的因素，价格（51.80%）、功能用途（46.40%）及专业度（42.70%）也具备较高重要性。与此同时，2025年消费者在购买运动鞋服过程中遇到的最突出问题是“运动鞋码数不准”，占比高达61.00%，远高于其他问题；“运动鞋质量不佳”位列第二，占比54.30%；“售后服务不好”则以38.10%的占比居于第三。这表明中国消费者对运动鞋服的核心诉求聚焦于设计美感、穿着舒适与功能专业，而当前市场在产品尺码标准化、质量稳定性及售后服务体系方面仍存在显著短板。运动鞋服企业需进一步强化产品研发创新，完善质量管控体系，并提升服务水平，以精准对接消费需求，增强市场竞争力。
艾媒咨询分析师认为，中国运动鞋服行业未来将延续增长态势，核心驱动力来自全民健康意识提升与消费升级。在产品端，科技赋能日益成为核心竞争力，市场更加青睐功能性与时尚感兼具的创新单品。行业竞争重点也从营销层面，逐渐转向科技研发与供应链效率的深度比拼。在此背景下，国货品牌凭借不断提升的产品力及深厚的文化认同感，市场份额有望进一步扩大。此外，女性、儿童及专业运动等细分市场展现出巨大潜力，而绿色可持续与个性化定制，也将成为引领行业未来的重要增长方向。
With the enhancement of public health awareness and the popularization of a sports lifestyle, the demand for sports shoes and apparel continues to grow. According to the latest "2025 China Sports Shoes and Apparel Industry Development Status and Consumer Behavior Survey Data" released by iiMedia Research (iimedia research), a leading third-party data mining and analysis agency for the new economy industry, the market size of China's sports shoes and apparel industry was 542.5 billion yuan in 2024 and is expected to reach 896.3 billion yuan by 2030. With Chinese shoe and apparel brands making their mark on the international fashion week stage and the popularity of national trend culture, the "national trend fever" has swept through the Chinese sports shoes and apparel industry, and domestic brands have begun to rise. In the future, the industry will accelerate its upgrade towards intelligence and functionality, by strengthening technological research and development, deepening the connotation of national trend culture, and expanding into niche sports scenarios, to build a more competitive and innovative industrial ecosystem.
When Chinese consumers purchase sports shoes, the primary consideration is style design, accounting for 58.70%; professional quality (including safety and technological content) and comfort follow closely, with proportions of 54.20% and 53.80% respectively. For sports apparel, style design (61.30%) and comfort (58.50%) are also the most concerned factors, while price (51.80%), functional use (46.40%), and professional quality (42.70%) are also highly important. Meanwhile, the most prominent problem encountered by consumers in purchasing sports shoes and apparel in 2025 is "inaccurate shoe sizes", accounting for as high as 61.00%, far exceeding other issues; "poor quality of sports shoes" ranks second, with a proportion of 54.30%; "poor after-sales service" ranks third with a proportion of 38.10%. This indicates that Chinese consumers' core demands for sports shoes and apparel focus on design aesthetics, wearing comfort, and professional functionality, while the current market still has significant shortcomings in product size standardization, quality stability, and after-sales service systems. Sports shoes and apparel enterprises need to further strengthen product research and development innovation, improve quality control systems, and enhance service levels to precisely meet consumer demands and enhance market competitiveness.
Analysts from iiMedia Research believe that China's sports shoes and apparel industry will continue to grow in the future, with the core driving force coming from the improvement of public health awareness and consumption upgrades. On the product side, technology empowerment is increasingly becoming a core competitiveness, and the market is more inclined towards innovative products that combine functionality and fashion. The focus of industry competition is also gradually shifting from marketing to in-depth competition in technological research and development and supply chain efficiency. Against this backdrop, domestic brands, with their continuously improving product capabilities and deep cultural identity, are expected to further expand their market share. In addition, the female, children's, and professional sports markets show great potential, while green sustainability and personalized customization will also become important growth directions for the industry in the future.

艾媒咨询 | 2024-2025年中国情趣用品行业及消费行为调查分析报告

随着物质生活水平的提高和社会两性观念的开放，中国不同年龄段群体对情趣用品的需求进一步释放，情趣用品行业市场将进一步下沉。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年中国情趣用品行业及消费行为调查分析报告》数据显示，中国情趣用品的市场规模一直保持稳定上升的态势，2023年已达1794.3亿元。情趣用品行业在生产环节上已趋于成熟，市场增长率逐渐稳定。艾媒咨询分析师认为，随着性观念的转变和电子商务的迅速发展，情趣用品行业在进入成熟期后也不会迅速衰退，2025年市场规模有望达2081.3亿元。
With the improvement of material living standards and the opening up of social gender concepts, the demand for sex toys in different age groups in China is further released, and the sex toys industry market will further sink. The latest "2024-2025 China Sex Toys Industry and Consumer Behavior Survey and Analysis Report" released by iiMedia Research, a third-party data mining and analysis institution in the global new economy industry, shows that the market size of China's sex toys has maintained a steady rise. In 2023, it will reach 179.43 billion yuan. The sex toy industry has matured in the production process, and the market growth rate has gradually stabilized. Analysts believe that with the change of sexual concepts and the rapid development of e-commerce, the sex toy industry will not decline rapidly after entering maturity, and the market size is expected to reach 208.13 billion yuan in 2025.

艾媒咨询 | 2025-2030年中国露营经济发展前景与商业布局分析报告

露营经济已突破单一户外场景，与文旅、教育、体育等产业深度融合，形成多元化生态。iiMedia Research（艾媒咨询）数据显示，2024年中国露营经济核心市场规模达到2139.7亿元，带动市场规模为11554.5亿元；预计2030年中国露营经济核心市场规模将上升至4879.8亿元，带动市场规模将达到23998.5亿元。随着城镇化率提升、公众可支配收入的提高以及“露营+”多元化场景的驱动，中国露营经济市场规模在稳步扩大。同时，国家对户外运动、旅游露营产业的重视程度不断提升，加之科技、技术等领域的发展，露营经济在空间距离、群体类型和融合模式等领域正不断多元化发展。
The camping economy has broken through the single outdoor scene and deeply integrated with industries such as culture and tourism, education, and sports, forming a diversified ecosystem. iiMedia Research data s shows that in 2024, the core market size of China's camping economy reached 213.97 billion yuan, driving a market size of 1,155.45 billion yuan. It is estimated that by 2030, the core market size of China's camping economy will rise to 487.98 billion yuan, driving the market size to reach 2,399.85 billion yuan. With the increase in urbanization rate, the rise in public disposable income and the drive of diversified "camping +" scenarios, the market size of China's camping economy is steadily expanding. Meanwhile, the state's emphasis on outdoor sports and the tourism camping industry is constantly increasing. Coupled with the development of science and technology and other fields, the camping economy is continuously diversifying in areas such as spatial distance, group types, and integration models.

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 | 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.