Enterprise Virtual Digital Assistant Users to Surpass 1 Billion by 2025

Customer Service and Marketing Will Be the Leading Use Case for Virtual Assistants, with Strong Growth Also for E-Commerce and Sales, Business Applications, and Healthcare

Virtual digital assistants (VDAs) are automated software applications or platforms that assist humans through understanding natural language in written or spoken form, and leverage some form of artificial intelligence (AI) in doing so.  Enterprise VDAs are controlled by an enterprise and deployed for interaction with a specific set of systems, using channels the organization typically controls, such as phone/interactive voice response (IVR), websites, mobile applications, or kiosks; and channels they do not control, such as messaging applications like Facebook Messenger, LINE, or Telegram, or smart assistants like Amazon’s Alexa.

According to a new report from Tractica, enterprise adoption of VDAs will grow rapidly in the coming years, rising from 145.2 million unique active users worldwide in 2017 to more than 1 billion unique active users annually by 2025.  By the end of that period, the market intelligence firm forecasts that the enterprise VDA market will reach $7.7 billion in global annual revenue.

“In the past 3 years, significant advances in combining natural language processing (NLP) with other forms of AI, primarily machine learning and deep learning, have made enterprise VDAs more intelligent and more useful,” says principal analyst Mark Beccue.  “This advancement and other market factors have begun to expand the use cases for enterprise VDAs beyond customer service & marketing.  Other notable use cases for enterprise VDAs include e-commerce and sales, business applications, healthcare, foreign language tutoring, and tax filing and processing.”

Tractica’s report, “Virtual Digital Assistants for Enterprise Applications”, examines the market and technology issues surrounding enterprise VDAs and then presents 9-year forecasts for VDAs used in these end markets. The report covers how enterprise VDAs will be used across multiple channels in six key use cases: customer service & marketing, e-commerce & sales, business applications, healthcare, foreign language tutoring, and tax filing & processing. The study includes profiles for key industry players throughout the ecosystem. It also presents global market forecasts for enterprise VDAs, segmented by region, covering the period from 2016 through 2025. An Executive Summary of the report is available for free download on the firm’s website.

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