The Chinese intelligent customer service market is expected to reach 120.9 billion yuan in 2030.

Key summary

The size of the Chinese intelligent customer service market is expected to grow steadily from 2019 to 2030, with projections exceeding 100 billion yuan in 2028 and reaching 120.9 billion yuan in 2030 (data from 2025 indicates 60 billion yuan). This growth is driven by the digital transformation of organizations and the need to reduce costs. AI agents help improve production efficiency and human-machine interaction. More than half of users recognize the benefits in terms of efficiency and immediate responsiveness. Despite challenges such as high development costs and limited affordability for small and medium-sized enterprises, the Government Housing Bank recommends that large enterprises expand their market share with comprehensive solutions. Meanwhile, medium and small service providers should focus on specialized, lightweight, and cost-effective products to target the SME market.