Citizen Services AI Market by Technology (ML, NLP, Image Processing and Face Recognition), Vertical (Transportation, Healthcare, Government & Public Sector, Energy & Utilities, Agriculture, and Education & Training) and Region - Global Forecast to 2027
Citizen Services AI Market by Technology (ML, NLP, Image Processing and Face Recognition), Vertical (Transportation, Healthcare, Government & Public Sector, Energy & Utilities, Agriculture, and Education & Training) and Region - Global Forecast to 2027
Abstract
The global citizen services AI market is projected to grow from USD 6.5 Billion in 2022 to USD 41.0 Billion by 2027, at a CAGR of 44.5% during the forecast period. Governments across the globe had begun to adopt cutting-edge technologies, such as artificial intelligence (AI) and machine learning (ML), to hasten the delivery of a number of citizen services. The concept is to actively bring those services to citizens, rather than waiting for citizens to request government services.
The use of Al in the public sector can improve governing bodies' day-to-day operations as well as facilitate efficient long-term planning that will help the government take on more challenging and long-term social and cultural challenges.
The major market players, such as IBM, Microsoft, ServiceNow, AWS, and Accenture, have adopted numerous growth strategies, which include acquisitions, new product launches, product enhancements, and business expansions, to enhance their market shares.
By deployment mode, cloud segment to lead market during forecast period
The cloud-based citizen services AI deployment mode is an economical and effective approach for enterprises to handle big data concerns. There is also a shift from traditional on-premises voice biometrics solutions to cloud-based AI solutions across large enterprises and SMEs, due to the increasing number of cloud-based applications. The cloud deployment mode is projected to grow from USD 2,724 million in 2022 to USD 16,357 million by 2027.
By component, services segment to register higher CAGR than solution segment during forecast period
Due to the growing need for businesses and governmental organizations to improve their operational efficiency in order to provide citizens with better service, the entire services market is expanding significantly. The services segment allows businesses to monitor, assess, and analyze the need of citizens. By component, the services segment is projected to register a higher CAGR of 46.9% during the forecast period.
Asia Pacific market to register highest CAGR during forecast period
The citizen services AI market is projected to register the highest CAGR of 49.3% in the Asia Pacific region during the forecast period. Many government organizations have shifted their focus toward delivering improved citizen services as a result of the rapid improvements in cloud computing and IoT. Organizations are quickly implementing citizen services AI products and services with an intent to increase operational efficiency and business agility. To boost the penetration of public initiatives across various bodies, governments, particularly those in emerging economies, are making huge technology transformation efforts.
Breakdown of Primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the citizen services AI market.
By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%
By Designation: C-Level Executives: 50%, D-Level Executives: 30%, and Managers: 20%
By Region: Asia Pacific: 30%, Europe: 30%, North America: 25%, Middle East & Africa: 10%, Latin America: 5%
The report includes the study of key players offering citizen services AI. It profiles major vendors in the citizen services AI market. The major players in this market include IBM (US), ServiceNow (US), AWS (US), NVIDIA (US), Microsoft (US), Intel (US), Alfresco (US), Waymo (US), Voyager Labs (US), Accenture (Ireland), Alibaba (China), Tencent (China), Pegasystems (US), Baidu (China), Automation Anywhere (US), OpenText (Canada), H2O.AI (US), and ADDO (Singapore).
Research Coverage
This study covers the citizen services AI market across segments. It aims at estimating the market size and the growth potential of this market across different segments, such as component, application, organization size, deployment mode, vertical, and region. It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall citizen services AI market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
Content
Table of Contents
1INTRODUCTION39
1.1STUDY OBJECTIVES39
1.2MARKET DEFINITION39
1.2.1INCLUSIONS & EXCLUSIONS40
1.3MARKET SCOPE41
1.3.1MARKET SEGMENTATION41
1.3.2REGIONAL SCOPE42
1.3.3YEARS CONSIDERED42
1.4CURRENCY CONSIDERED43
TABLE 1USD EXCHANGE RATES, 2019–202143
1.5STAKEHOLDERS43
1.6SUMMARY OF CHANGES43
2RESEARCH METHODOLOGY44
2.1RESEARCH DATA44
FIGURE 1CITIZEN SERVICES AI: RESEARCH DESIGN44
2.1.1SECONDARY DATA45
2.1.2PRIMARY DATA45
2.1.2.1Breakup of primary profiles46
2.1.2.2Key industry insights46
2.2DATA TRIANGULATION47
FIGURE 2DATA TRIANGULATION47
2.3MARKET SIZE ESTIMATION48
FIGURE 3CITIZEN SERVICES AI: TOP-DOWN AND BOTTOM-UP APPROACHES48
2.3.1TOP-DOWN APPROACH48
2.3.2BOTTOM-UP APPROACH49
FIGURE 4MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY-SIDE): REVENUE FROM SOLUTIONS/SERVICES OF CITIZEN SERVICES AI49
FIGURE 5MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CITIZEN SERVICES AI50
FIGURE 6MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CITIZEN SERVICES AI50
FIGURE 7MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CITIZEN SERVICES AI THROUGH OVERALL CITIZEN SERVICES AI SPENDING51
2.4MARKET FORECAST FACTORS52
TABLE 2FACTOR ANALYSIS52
2.5COMPANY EVALUATION MATRIX METHODOLOGY53
FIGURE 8COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE53
2.6STARTUP/SME EVALUATION MATRIX METHODOLOGY54
FIGURE 9STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE54
2.7RESEARCH ASSUMPTIONS54
2.8RESEARCH LIMITATIONS56
3EXECUTIVE SUMMARY57
TABLE 3GLOBAL CITIZEN SERVICES AI MARKET AND GROWTH RATE, 2016–202157
TABLE 4GLOBAL CITIZEN SERVICES AI MARKET AND GROWTH RATE, 2022–202758
FIGURE 10SOLUTIONS TO ACCOUNT FOR LARGER MARKET SIZE, 2022 (USD MILLION)58
FIGURE 11PROFESSIONAL SERVICES SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE, 202258
FIGURE 12MACHINE LEARNING TO ACCOUNT FOR LARGEST MARKET, 2022 (USD MILLION)59
FIGURE 13CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE IN 202259
FIGURE 14LARGE ENTERPRISES TO ACCOUNT FOR LARGER MARKET SHARE, 202259
FIGURE 15GOVERNMENT & PUBLIC SECTOR SEGMENT TO ACCOUNT FOR LARGEST MARKET SIZE, 2022 (USD MILLION)60
FIGURE 16ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD60
4PREMIUM INSIGHTS61
4.1ATTRACTIVE OPPORTUNITIES FOR PLAYERS IN CITIZEN SERVICES AI MARKET61
FIGURE 17GROWING DIGITALIZATION AND SELLING PLATFORMS TO BOOST CITIZEN SERVICES AI MARKET GROWTH61
4.2CITIZEN SERVICES AI MARKET, BY VERTICAL61
FIGURE 18GOVERNMENT & PUBLIC SECTOR VERTICAL TO ACCOUNT FOR LARGEST MARKET DURING FORECAST PERIOD61
4.3CITIZEN SERVICES AI MARKET, BY REGION62
FIGURE 19NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SHARE, 202262
4.4CITIZEN SERVICES AI MARKET, BY COMPONENT & DEPLOYMENT MODE62
FIGURE 20SOFTWARE AND CLOUD SEGMENTS TO ACCOUNT FOR LARGER RESPECTIVE MARKET SHARES IN 202262
5MARKET OVERVIEW AND INDUSTRY TRENDS63
5.1INTRODUCTION63
5.2MARKET DYNAMICS63
FIGURE 21DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CITIZEN SERVICES AI MARKET63
5.2.1DRIVERS64
5.2.1.1Need for IT modernization64
5.2.1.2Integration of AI and analytics with citizen services64
5.2.1.3Greater demand for automation64
5.2.1.4Low operational and initial costs65
5.2.2RESTRAINTS65
5.2.2.1Lack of specialized expertise65
5.2.2.2Less awareness among government organizations about new technologies65
5.2.3OPPORTUNITIES66
5.2.3.1Increase in demand for citizen services AI66
5.2.3.2Advent of new technologies66
5.2.3.3Organizations’ willingness to use advanced technologies66
5.2.4CHALLENGES66
5.2.4.1Issues related to IT modernization66
5.2.4.2Integration issues with organizations’ internal processes67
5.2.4.3Lack of expertise and infrastructure among end users67
5.3INVESTMENTS IN CITIZEN SERVICES AI MARKET67
TABLE 5MAJOR GOVERNMENT INITIATIVES/INVESTMENTS67
5.4EVOLUTION69
FIGURE 22EVOLUTION OF CITIZEN SERVICES AI69
5.5ECOSYSTEM MAPPING70
TABLE 6CITIZEN SERVICES AI MARKET: ECOSYSTEM70
5.6CASE STUDY ANALYSIS71
5.6.1TRANSPORTATION71
5.6.1.1Keolis incorporated Intelagent platform to offer passengers convenient information platform for journey planning71
5.6.2HEALTHCARE71
5.6.2.1IQVIA selected automation anywhere to boost operational effectiveness across regions71
5.6.3GOVERNMENT & PUBLIC SECTOR72
5.6.3.1Canadian government uses AI-powered voice of the customer from OpenText Magellan to acquire useful information72
5.6.4ENERGY & UTILITIES72
5.6.4.1Engine selected OpenText Intelligence Capture to foster long-term loyalty of energy customers in Italy72
5.6.5EDUCATION & TRAINING73
5.6.5.1University of Melbourne selected automation anywhere to reduce duplication and delays while improving customer experience73
5.7TECHNOLOGY ANALYSIS73
5.7.1CITIZEN SERVICES AI AND BIG DATA ANALYTICS73
5.7.2CITIZEN SERVICES AI AND MACHINE LEARNING73
5.7.3CITIZEN SERVICES AI AND CLOUD COMPUTING74
5.7.4CITIZEN SERVICES AI AND INTERNET OF THINGS (IOT)74
5.8SUPPLY/VALUE CHAIN ANALYSIS74
FIGURE 23SUPPLY/VALUE CHAIN ANALYSIS74
5.9PORTER’S FIVE FORCE ANALYSIS75
FIGURE 24CITIZEN SERVICES AI: PORTER’S FIVE FORCES ANALYSIS75
TABLE 7CITIZEN SERVICES AI MARKET: PORTER’S FIVE FORCES ANALYSIS76
5.9.1THREAT FROM NEW ENTRANTS76
5.9.2THREAT FROM SUBSTITUTES76
5.9.3BARGAINING POWER OF SUPPLIERS76
5.9.4BARGAINING POWER OF BUYERS77
5.9.5INTENSITY OF COMPETITIVE RIVALRY77
5.10PRICING MODEL ANALYSIS77
5.11PATENT ANALYSIS78
5.11.1METHODOLOGY78
5.11.2DOCUMENT TYPE78
TABLE 8PATENTS FILED, 2019–202178
5.11.3INNOVATION & PATENT APPLICATIONS78
FIGURE 25ANNUAL NUMBER OF PATENTS GRANTED, 2019–202178
5.11.3.1Top applicants79
FIGURE 26TOP 10 PATENT APPLICANTS, 2019–202179
TABLE 9US: TOP 10 PATENT OWNERS IN CITIZEN SERVICES AI MARKET, 2019–202179
5.12KEY CONFERENCES & EVENTS80
TABLE 10CITIZEN SERVICES AI MARKET: LIST OF KEY CONFERENCES & EVENTS, 2022–202380
5.13TARIFF & REGULATORY LANDSCAPE81
5.13.1REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS81
TABLE 11NORTH AMERICA: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS81
TABLE 12EUROPE: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS81
TABLE 13ASIA PACIFIC: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS82
TABLE 14MIDDLE EAST & AFRICA: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS82
TABLE 15LATIN AMERICA: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS83
5.13.2NORTH AMERICA: REGULATIONS83
5.13.2.1Personal Information Protection and Electronic Documents Act (PIPEDA)83
5.13.2.2Gramm-Leach-Bliley (GLB) Act83
5.13.2.3Health Insurance Portability and Accountability Act (HIPAA) of 199683
5.13.2.4Federal Information Security Management Act (FISMA)84
5.13.2.5Federal Information Processing Standards (FIPS)84
5.13.2.6California Consumer Privacy Act (CSPA)84
5.13.3EUROPE: TARIFFS & REGULATIONS85
5.13.3.1GDPR 2016/679 is a regulation in EU85
5.13.3.2General data protection regulation85
5.13.3.3European Committee for Standardization (CEN)85
5.13.3.4European Technical Standards Institute (ETSI)85
5.14KEY STAKEHOLDERS & BUYING CRITERIA86
5.14.1KEY STAKEHOLDERS IN BUYING PROCESS86
TABLE 16INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE VERTICALS86
5.14.2BUYING CRITERIA86
TABLE 17KEY BUYING CRITERIA FOR TOP THREE VERTICALS86
6CITIZEN SERVICES AI MARKET, BY COMPONENT87
6.1INTRODUCTION88
6.1.1COMPONENT: MARKET DRIVERS88
FIGURE 27SERVICES TO REGISTER HIGHER CAGR DURING FORECAST PERIOD88
TABLE 18CITIZEN SERVICES AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)88
TABLE 19CITIZEN SERVICES AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)89
6.2SOLUTIONS89
6.2.1NEED TO PROVIDE BETTER CITIZEN EXPERIENCE TO DRIVE ADOPTION AMONG GOVERNMENT AGENCIES89
TABLE 20CITIZEN SERVICES AI SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)89
TABLE 21CITIZEN SERVICES AI SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)89
6.3SERVICES90
FIGURE 28MANAGED SERVICES TO GROW AT HIGHER CAGR DURING FORECAST PERIOD90
TABLE 22CITIZEN SERVICES AI MARKET, BY SERVICE, 2016–2021 (USD MILLION)90
TABLE 23CITIZEN SERVICES AI MARKET, BY SERVICE, 2022–2027 (USD MILLION)90
TABLE 24CITIZEN SERVICES AI SERVICES MARKET, BY REGION, 2016–2021 (USD MILLION)91
TABLE 25CITIZEN SERVICES AI SERVICES MARKET, BY REGION, 2022–2027 (USD MILLION)91
6.3.1PROFESSIONAL SERVICES91
FIGURE 29CONSULTING TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD92
TABLE 26CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)92
TABLE 27CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)92
6.3.1.1Consulting92
6.3.1.1.1Consulting services to enable organizations to lower risks, reduce complexities, and increase RoI92
TABLE 28CITIZEN SERVICES AI CONSULTING SERVICES MARKET, BY REGION, 2016–2021 (USD MILLION)93
TABLE 29CITIZEN SERVICES AI CONSULTING SERVICES MARKET, BY REGION, 2022–2027 (USD MILLION)93
6.3.1.2Support & maintenance93
6.3.1.2.1Support & maintenance services to help in resolution assistance and upgrading existing platforms93
TABLE 30CITIZEN SERVICES AI SUPPORT & MAINTENANCE SERVICES MARKET, BY REGION, 2016–2021 (USD MILLION)94
TABLE 31CITIZEN SERVICES AI SUPPORT & MAINTENANCE SERVICES MARKET, BY REGION, 2022–2027 (USD MILLION)94
6.3.1.3Deployment & integration94
6.3.1.3.1Analyzing client needs and operational functionalities to support wide acceptance of deployment & maintenance services94
TABLE 32CITIZEN SERVICES AI DEPLOYMENT & INTEGRATION SERVICES MARKET, BY REGION, 2016–2021 (USD MILLION)95
TABLE 33CITIZEN SERVICES AI DEPLOYMENT & INTEGRATION SERVICES MARKET, BY REGION, 2022–2027 (USD MILLION)95
6.3.2MANAGED SERVICES95
6.3.2.1More focus on core business procedures lead to high reliance on third parties for managed services95
7CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE96
7.1INTRODUCTION97
7.1.1ORGANIZATION SIZE: MARKET DRIVERS97
FIGURE 30SMALL & MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD97
TABLE 34CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)98
TABLE 35CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)98
7.2LARGE ENTERPRISES98
7.2.1LARGE ENTERPRISES INCLINED TO ADOPT ADVANCED TECHNOLOGIES TO MANAGE LARGE DATA VOLUMES ACROSS BUSINESS FUNCTIONS98
TABLE 36LARGE ENTERPRISES MARKET, BY REGION, 2016–2021 (USD MILLION)98
TABLE 37LARGE ENTERPRISES MARKET, BY REGION, 2022–2027 (USD MILLION)99
7.3SMALL & MEDIUM-SIZED ENTERPRISES99
7.3.1SMALL & MEDIUM-SIZED ENTERPRISES STARTED ADOPTING ADVANCED TECHNOLOGIES TO IMPROVE COMPETITIVENESS AND REDUCE OPERATING COSTS99
TABLE 38SMALL & MEDIUM-SIZED ENTERPRISES MARKET, BY REGION, 2016–2021 (USD MILLION)99
TABLE 39SMALL & MEDIUM-SIZED ENTERPRISES MARKET, BY REGION, 2022–2027 (USD MILLION)100
8CITIZEN SERVICE AI MARKET, BY DEPLOYMENT MODE101
8.1INTRODUCTION102
8.1.1DEPLOYMENT MODE: MARKET DRIVERS102
FIGURE 31CLOUD DEPLOYMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD102
TABLE 40CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)103
TABLE 41CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)103
8.2ON-PREMISES103
8.2.1REAL-TIME DATA AVAILABILITY FOR EXTRACTING INSIGHTS TO PROMOTE ADOPTION OF ON-PREMISE MODELS103
TABLE 42ON-PREMISE CITIZEN SERVICES AI MARKET, BY REGION, 2016–2021 (USD MILLION)103
TABLE 43ON-PREMISE CITIZEN SERVICES AI MARKET, BY REGION, 2022–2027 (USD MILLION)104
8.3CLOUD104
8.3.1COST-EFFECTIVENESS, EASE OF ACCESS, AND SCALABILITY TO BOOST ADOPTION OF CLOUD-BASED AI SOLUTIONS104
TABLE 44CLOUD-BASED CITIZEN SERVICES AI MARKET, BY REGION, 2016–2021 (USD MILLION)104
TABLE 45CLOUD-BASED CITIZEN SERVICES AI MARKET, BY REGION, 2022–2027 (USD MILLION)105
9CITIZEN SERVICES AI MARKET, BY TECHNOLOGY106
9.1INTRODUCTION107
9.1.1TECHNOLOGY: MARKET DRIVERS107
FIGURE 32MACHINE LEARNING TECHNOLOGY TO ACCOUNT FOR LARGEST MARKET DURING FORECAST PERIOD107
TABLE 46CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)107
TABLE 47CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)108
9.2MACHINE LEARNING108
9.2.1ABILITY TO DELIVER MORE SOPHISTICATED AND ECONOMICAL CITIZEN SERVICES TO DRIVE ADOPTION OF MACHINE LEARNING108
TABLE 48CITIZEN SERVICES MACHINE LEARNING MARKET, BY REGION, 2016–2021 (USD MILLION)108
TABLE 49CITIZEN SERVICES MACHINE LEARNING MARKET, BY REGION, 2022–2027 (USD MILLION)109
9.3NATURAL LANGUAGE PROCESSING109
9.3.1NATURAL LANGUAGE PROCESSING TECHNOLOGY TO OFFER NECESSARY TOOLS TO EXTRACT PATTERNS AND INSIGHTS TO ENHANCE QUALITY OF CITIZEN SERVICES109
TABLE 50CITIZEN SERVICES NATURAL LANGUAGE PROCESSING MARKET, BY REGION, 2016–2021 (USD MILLION)109
TABLE 51CITIZEN SERVICES NATURAL LANGUAGE PROCESSING MARKET, BY REGION, 2022–2027 (USD MILLION)110
9.4IMAGE PROCESSING110
9.4.1RISE IN APPLICATIONS OF AI IMAGE PROCESSING ACROSS VARIOUS VERTICALS TO AUTOMATE VARIOUS USE CASES110
TABLE 52CITIZEN SERVICES IMAGE PROCESSING MARKET, BY REGION, 2016–2021 (USD MILLION)110
TABLE 53CITIZEN SERVICES IMAGE PROCESSING MARKET, BY REGION, 2022–2027 (USD MILLION)111
9.5FACE RECOGNITION111
9.5.1FACE RECOGNITION TO GAIN TRACTION DUE TO APPLICATIONS IN CRIME AND IDENTITY DETECTION111
TABLE 54CITIZEN SERVICES FACE RECOGNITION MARKET, BY REGION, 2016–2021 (USD MILLION)111
TABLE 55CITIZEN SERVICES FACE RECOGNITION MARKET, BY REGION, 2022–2027 (USD MILLION)112
9.6OTHER TECHNOLOGIES112
TABLE 56OTHER CITIZEN SERVICE TECHNOLOGIES MARKET, BY REGION, 2016–2021 (USD MILLION)112
TABLE 57OTHER CITIZEN SERVICE TECHNOLOGIES MARKET, BY REGION, 2022–2027 (USD MILLION)113
10CITIZEN SERVICES AI MARKET, BY VERTICAL114
10.1INTRODUCTION115
10.1.1VERTICAL: MARKET DRIVERS115
10.1.2VERTICAL: USE CASES115
FIGURE 33HEALTHCARE VERTICAL TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD116
TABLE 58CITIZEN SERVICES AI MARKET, BY VERTICAL, 2016–2021 (USD MILLION)116
TABLE 59CITIZEN SERVICES AI MARKET, BY VERTICAL, 2022–2027 (USD MILLION)116
10.2TRANSPORTATION117
TABLE 60TRANSPORTATION VERTICAL: USE CASES117
TABLE 61TRANSPORTATION VERTICAL MARKET, BY MODE, 2016–2021 (USD MILLION)117
TABLE 62TRANSPORTATION VERTICAL MARKET, BY MODE, 2022–2027 (USD MILLION)117
TABLE 63TRANSPORTATION VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)118
TABLE 64TRANSPORTATION VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)118
TABLE 65TRANSPORTATION VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)118
TABLE 66TRANSPORTATION VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)119
10.3MODE OF TRANSPORT119
10.3.1AIR119
10.3.1.1Potential to improve operational performance of airlines for delivering enhanced citizen services to result in adoption of AI119
10.3.2ROAD119
10.3.2.1Multiple enhancements to road safety with predictive power of AI to lead to enhanced road infrastructure and post-crash response119
10.3.3RAILWAYS120
10.3.3.1Railways incorporate AI-based solutions to compete with autonomous vehicles120
10.4TRANSPORTATIONS APPLICATION120
10.4.1SMART TICKETING120
10.4.1.1Smart ticketing to offer seamless travel experience to citizens120
10.4.2URBAN TRAFFIC PLANNING120
10.4.2.1Higher need for real-time transportation data from various means to manage traffic congestion to support adoption of AI and ML120
10.4.3ROUTE PLANNING & MAPPING121
10.4.3.1Emergence of advanced technologies to revolutionize route optimization by ensuring most effective path in real-time121
10.4.4HIGHWAY & ROAD SAFETY121
10.4.4.1Rapid adoption of AI-based solutions to increase effectiveness and efficiency of road safety systems121
10.4.5TOLL & REVENUE MANAGEMENT121
10.4.5.1Implementation of AI to streamline revenue operations and reduce commuter wait time121
10.4.6OTHER TRANSPORTATION APPLICATIONS122
10.5HEALTHCARE122
TABLE 67HEALTHCARE VERTICAL: USE CASES122
TABLE 68HEALTHCARE VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)123
TABLE 69HEALTHCARE VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)123
TABLE 70HEALTHCARE VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)123
TABLE 71HEALTHCARE VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)124
10.5.1PERSONALIZED MEDICINE124
10.5.1.1Personalized medicine to hold potential as enhanced individualized healthcare for all citizens124
10.5.2PREDICTIVE HEALTHCARE DIAGNOSTICS124
10.5.2.1Adoption of advanced technologies to help achieve precision in medical diagnoses124
10.5.3PATIENT RECORD & DATA MANAGEMENT125
10.5.3.1Vast volume of patient health data to be easily utilized with help of AI in assessment of patient satisfaction125
10.5.4PATIENT CARE MANAGEMENT125
10.5.4.1Demand for personalized care planning to derive optimal results to create potential in advancing population health125
10.5.5HEALTH EMERGENCY MANAGEMENT125
10.5.5.1Adoption of AI to enable health agencies to control pandemic situations with better management and situational visibility125
10.5.6OTHER HEALTHCARE APPLICATIONS126
10.6GOVERNMENT & PUBLIC SECTOR126
TABLE 72GOVERNMENT & PUBLIC SECTOR VERTICAL: USE CASES126
TABLE 73GOVERNMENT & PUBLIC SECTOR VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)127
TABLE 74GOVERNMENT & PUBLIC SECTOR VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)127
TABLE 75GOVERNMENT & PUBLIC SECTOR VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)128
TABLE 76GOVERNMENT & PUBLIC SECTOR VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)128
10.6.1CRIME INVESTIGATION128
10.6.1.1Rapid adoption technologies such as AI & ML to assist government agencies in criminal identification and sentencing128
10.6.2SECURITY & SURVEILLANCE129
10.6.2.1Need to provide safety and security to citizens to lead to rapid adoption of AI-based security & surveillance systems129
10.6.3EGOVERNANCE & DIGITAL CITY SERVICES129
10.6.3.1Sophisticated technology to provide enhanced governance practices to citizens, involving them in decision-making129
10.6.4LAW ENFORCEMENT130
10.6.4.1Potential use of AI in law enforcement to offer authorities means to predict, foresee, and prevent crime more accurately130
10.6.5DISASTER MANAGEMENT & CALAMITY CONTROL130
10.6.5.1Governments adopt advanced technologies to provide efficient relief efforts to citizens from natural disasters130
10.6.6INFRASTRUCTURE PLANNING & MANAGEMENT131
10.6.6.1Rise in living standards and operational effectiveness required by modern cities to help governments offer better service delivery131
10.6.7TAX & REVENUE MANAGEMENT131
10.6.7.1Tax & revenue management to allow governments to detect irregular financial behavior using AI131
10.6.8OTHER GOVERNMENT & PUBLIC SECTOR APPLICATIONS131
10.7ENERGY & UTILITIES132
TABLE 77ENERGY & UTILITIES VERTICAL: USE CASES132
TABLE 78ENERGY & UTILITIES VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)132
TABLE 79ENERGY & UTILITIES VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)133
TABLE 80ENERGY & UTILITIES VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)133
TABLE 81ENERGY & UTILITIES VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)133
10.7.1RESOURCE MONITORING & MANAGEMENT134
10.7.1.1Rise in demand for advanced technologies among utility companies for proper resource management & monitoring134
10.7.2CUSTOMER INFORMATION & OUTAGE MANAGEMENT134
10.7.2.1AI and ML to support organizations with effective outage management with adequate plans134
10.7.3ENVIRONMENT MANAGEMENT134
10.7.3.1To aid in adaption and mitigation of environmental changes, governments and tech firms show high interest in ML134
10.7.4WASTE MANAGEMENT135
10.7.4.1Adoption of sophisticated sensors to identify various kinds of trash to enable efficient smart waste management135
10.7.5BILLING & PAYMENT MANAGEMENT135
10.7.5.1Digital payment options to offer comfort, convenience, increased accountability, transparency, and traceability135
10.7.6OTHER ENERGY & UTILITY APPLICATIONS136
10.8AGRICULTURE136
TABLE 82AGRICULTURE VERTICAL: USE CASES136
TABLE 83AGRICULTURE VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)137
TABLE 84AGRICULTURE VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)137
TABLE 85AGRICULTURE VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)137
TABLE 86AGRICULTURE VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)138
10.8.1SOIL TESTING138
10.8.1.1Adopting advanced technologies to help farmers access parameters of soil health of agricultural fields138
10.8.2CROP DISEASES DETECTION & PROTECTION138
10.8.2.1Smart farming systems with advanced technologies to help farmers identify diseases and protect crops138
10.8.3CROP MONITORING139
10.8.3.1Smart crop monitoring to offer wide range of applications in agriculture139
10.8.4SMART IRRIGATION139
10.8.4.1Augmented advanced technologies to enhance irrigation systems and maximize water usage effectiveness139
10.8.5LIVESTOCK MANAGEMENT139
10.8.5.1AI in livestock management to increase output rate of high-quality feeding animals139
10.8.6AGRICULTURE FINANCE140
10.8.6.1Adoption of AI by agri-finance farmers to avoid financial turmoil and improve financial management140
10.9EDUCATION & TRAINING140
TABLE 87EDUCATION & TRAINING VERTICAL: USE CASES140
TABLE 88EDUCATION & TRAINING VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)141
TABLE 89EDUCATION & TRAINING VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)141
TABLE 90EDUCATION & TRAINING VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)141
TABLE 91EDUCATION & TRAINING VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)142
10.9.1CURRICULUM MANAGEMENT & DELIVERY142
10.9.1.1Technologies to assist citizens in eliminating silos and offer enhanced intelligence of government systems142
10.9.2ADAPTIVE LEARNING & ASSESSMENT142
10.9.2.1Adaptive learning to offer real-time tracking of every encounter and monitoring student development142
10.9.3TRAINING & COACHING143
10.9.3.1Training & coaching to help individuals develop knowledge and skills at their own pace143
10.9.4PERSONALIZED EDUCATION143
10.9.4.1Personalized education to enable individuals to meet their needs and learning goals at their convenience143
10.9.5SCHOLARSHIP MANAGEMENT143
10.9.5.1Scholarships to offer financial assistance and encourage individuals to pursue careers by enrolling in higher studies143
11CITIZEN SERVICES AI MARKET, BY REGION144
11.1INTRODUCTION145
FIGURE 34CHINA TO REGISTER HIGHEST COUNTRY-LEVEL CAGR DURING FORECAST PERIOD145
FIGURE 35ASIA PACIFIC TO RECORD HIGHEST CAGR AMONG REGIONS DURING FORECAST PERIOD146
TABLE 92CITIZEN SERVICES AI MARKET, BY REGION, 2016–2021 (USD MILLION)146
TABLE 93CITIZEN SERVICES AI MARKET, BY REGION, 2022–2027 (USD MILLION)146
11.2NORTH AMERICA147
11.2.1NORTH AMERICA: MARKET DRIVERS147
FIGURE 36NORTH AMERICA: MARKET SNAPSHOT148
TABLE 94NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)148
TABLE 95NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)149
TABLE 96NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY SERVICE, 2016–2021 (USD MILLION)149
TABLE 97NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY SERVICE, 2022–2027 (USD MILLION)149
TABLE 98NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)149
TABLE 99NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)150
TABLE 100NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)150
TABLE 101NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)150
TABLE 102NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)150
TABLE 103NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)151
TABLE 104NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)151
TABLE 105NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY TYPE, 2022–2027 (USD MILLION)151
TABLE 106NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2016–2021 (USD MILLION)152
TABLE 107NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2022–2027 (USD MILLION)152
TABLE 108NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2016–2021 (USD MILLION)152
TABLE 109NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2022–2027 (USD MILLION)153
11.2.2US153
11.2.2.1Presence of several global players to increase demand for AI solutions for enhanced support for government organizations153
TABLE 110US: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)153
TABLE 111US: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)154
TABLE 112US: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)154
TABLE 113US: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)154
11.2.3CANADA154
11.2.3.1Adopting AI technologies in public sector to help government in making efficient administrative decisions154
11.3EUROPE155
11.3.1EUROPE: MARKET DRIVERS155
TABLE 114EUROPE: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)155
TABLE 115EUROPE: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)156
TABLE 116EUROPE: CITIZEN SERVICES AI MARKET, BY SERVICE, 2016–2021 (USD MILLION)156
TABLE 117EUROPE: CITIZEN SERVICES AI MARKET, BY SERVICE, 2022–2027 (USD MILLION)156
TABLE 118EUROPE: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)156
TABLE 119EUROPE: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)157
TABLE 120EUROPE: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)157
TABLE 121EUROPE: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)157
TABLE 122EUROPE: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)157
TABLE 123EUROPE: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)158
TABLE 124EUROPE: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)158
TABLE 125EUROPE: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)158
TABLE 126EUROPE: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2016–2021 (USD MILLION)159
TABLE 127EUROPE: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2022–2027 (USD MILLION)159
TABLE 128EUROPE: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2016–2021 (USD MILLION)159
TABLE 129EUROPE: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2022–2027 (USD MILLION)160
11.3.2UK160
11.3.2.1Focus on R&D of advanced technologies and higher investments by government organizations to drive market160
TABLE 130UK: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)160
TABLE 131UK: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)161
TABLE 132UK: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)161
TABLE 133UK: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)161
11.3.3GERMANY161
11.3.3.1Rapid adoption of modern technologies across various verticals to fuel market expansion161
11.3.4FRANCE162
11.3.4.1Increase in investments in AI startups to expedite development of AI ecosystem in France162
11.3.5REST OF EUROPE162
11.4ASIA PACIFIC163
11.4.1ASIA PACIFIC: MARKET DRIVERS163
FIGURE 37ASIA PACIFIC: MARKET SNAPSHOT164
TABLE 134ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)164
TABLE 135ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)165
TABLE 136ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY SERVICE, 2016–2021 (USD MILLION)165
TABLE 137ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY SERVICE, 2022–2027 (USD MILLION)165
TABLE 138ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)165
TABLE 139ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)166
TABLE 140ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)166
TABLE 141ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)166
TABLE 142ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)166
TABLE 143ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)167
TABLE 144ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)167
TABLE 145ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)167
TABLE 146ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2016–2021 (USD MILLION)168
TABLE 147ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2022–2027 (USD MILLION)168
TABLE 148ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2016–2021 (USD MILLION)168
TABLE 149ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2022–2027 (USD MILLION)169
11.4.2CHINA169
11.4.2.1Rapid adoption of advanced technologies for smarter services across various verticals to retain help China as market leader169
TABLE 150CHINA: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)170
TABLE 151CHINA: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)170
TABLE 152CHINA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)170
TABLE 153CHINA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)170
11.4.3JAPAN171
11.4.3.1Growth in innovative technologies and initiatives to help Japan remain an AI giant in Asia Pacific171
11.4.4INDIA171
11.4.4.1Several government initiatives and investments to offer better citizen experience to drive market171
11.4.5SINGAPORE172
11.4.5.1Investments in citizen services to harness technology for societal and economic advancement to drive adoption of AI solutions172
11.4.6REST OF ASIA PACIFIC173
11.5MIDDLE EAST & AFRICA173
11.5.1MIDDLE EAST & AFRICA: MARKET DRIVERS173
TABLE 154MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)173
TABLE 155MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)174
TABLE 156MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY SERVICE, 2016–2021 (USD MILLION)174
TABLE 157MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY SERVICE, 2022–2027 (USD MILLION)174
TABLE 158MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)174
TABLE 159MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)175
TABLE 160MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)175
TABLE 161MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)175
TABLE 162MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MIL
The use of Al in the public sector can improve governing bodies' day-to-day operations as well as facilitate efficient long-term planning that will help the government take on more challenging and long-term social and cultural challenges.
The major market players, such as IBM, Microsoft, ServiceNow, AWS, and Accenture, have adopted numerous growth strategies, which include acquisitions, new product launches, product enhancements, and business expansions, to enhance their market shares.
By deployment mode, cloud segment to lead market during forecast period
The cloud-based citizen services AI deployment mode is an economical and effective approach for enterprises to handle big data concerns. There is also a shift from traditional on-premises voice biometrics solutions to cloud-based AI solutions across large enterprises and SMEs, due to the increasing number of cloud-based applications. The cloud deployment mode is projected to grow from USD 2,724 million in 2022 to USD 16,357 million by 2027.
By component, services segment to register higher CAGR than solution segment during forecast period
Due to the growing need for businesses and governmental organizations to improve their operational efficiency in order to provide citizens with better service, the entire services market is expanding significantly. The services segment allows businesses to monitor, assess, and analyze the need of citizens. By component, the services segment is projected to register a higher CAGR of 46.9% during the forecast period.
Asia Pacific market to register highest CAGR during forecast period
The citizen services AI market is projected to register the highest CAGR of 49.3% in the Asia Pacific region during the forecast period. Many government organizations have shifted their focus toward delivering improved citizen services as a result of the rapid improvements in cloud computing and IoT. Organizations are quickly implementing citizen services AI products and services with an intent to increase operational efficiency and business agility. To boost the penetration of public initiatives across various bodies, governments, particularly those in emerging economies, are making huge technology transformation efforts.
Breakdown of Primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the citizen services AI market.
By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%
By Designation: C-Level Executives: 50%, D-Level Executives: 30%, and Managers: 20%
By Region: Asia Pacific: 30%, Europe: 30%, North America: 25%, Middle East & Africa: 10%, Latin America: 5%
The report includes the study of key players offering citizen services AI. It profiles major vendors in the citizen services AI market. The major players in this market include IBM (US), ServiceNow (US), AWS (US), NVIDIA (US), Microsoft (US), Intel (US), Alfresco (US), Waymo (US), Voyager Labs (US), Accenture (Ireland), Alibaba (China), Tencent (China), Pegasystems (US), Baidu (China), Automation Anywhere (US), OpenText (Canada), H2O.AI (US), and ADDO (Singapore).
Research Coverage
This study covers the citizen services AI market across segments. It aims at estimating the market size and the growth potential of this market across different segments, such as component, application, organization size, deployment mode, vertical, and region. It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall citizen services AI market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
1INTRODUCTION39
1.1STUDY OBJECTIVES39
1.2MARKET DEFINITION39
1.2.1INCLUSIONS & EXCLUSIONS40
1.3MARKET SCOPE41
1.3.1MARKET SEGMENTATION41
1.3.2REGIONAL SCOPE42
1.3.3YEARS CONSIDERED42
1.4CURRENCY CONSIDERED43
TABLE 1USD EXCHANGE RATES, 2019–202143
1.5STAKEHOLDERS43
1.6SUMMARY OF CHANGES43
2RESEARCH METHODOLOGY44
2.1RESEARCH DATA44
FIGURE 1CITIZEN SERVICES AI: RESEARCH DESIGN44
2.1.1SECONDARY DATA45
2.1.2PRIMARY DATA45
2.1.2.1Breakup of primary profiles46
2.1.2.2Key industry insights46
2.2DATA TRIANGULATION47
FIGURE 2DATA TRIANGULATION47
2.3MARKET SIZE ESTIMATION48
FIGURE 3CITIZEN SERVICES AI: TOP-DOWN AND BOTTOM-UP APPROACHES48
2.3.1TOP-DOWN APPROACH48
2.3.2BOTTOM-UP APPROACH49
FIGURE 4MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY-SIDE): REVENUE FROM SOLUTIONS/SERVICES OF CITIZEN SERVICES AI49
FIGURE 5MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CITIZEN SERVICES AI50
FIGURE 6MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CITIZEN SERVICES AI50
FIGURE 7MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CITIZEN SERVICES AI THROUGH OVERALL CITIZEN SERVICES AI SPENDING51
2.4MARKET FORECAST FACTORS52
TABLE 2FACTOR ANALYSIS52
2.5COMPANY EVALUATION MATRIX METHODOLOGY53
FIGURE 8COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE53
2.6STARTUP/SME EVALUATION MATRIX METHODOLOGY54
FIGURE 9STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE54
2.7RESEARCH ASSUMPTIONS54
2.8RESEARCH LIMITATIONS56
3EXECUTIVE SUMMARY57
TABLE 3GLOBAL CITIZEN SERVICES AI MARKET AND GROWTH RATE, 2016–202157
TABLE 4GLOBAL CITIZEN SERVICES AI MARKET AND GROWTH RATE, 2022–202758
FIGURE 10SOLUTIONS TO ACCOUNT FOR LARGER MARKET SIZE, 2022 (USD MILLION)58
FIGURE 11PROFESSIONAL SERVICES SEGMENT TO ACCOUNT FOR LARGER MARKET SHARE, 202258
FIGURE 12MACHINE LEARNING TO ACCOUNT FOR LARGEST MARKET, 2022 (USD MILLION)59
FIGURE 13CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE IN 202259
FIGURE 14LARGE ENTERPRISES TO ACCOUNT FOR LARGER MARKET SHARE, 202259
FIGURE 15GOVERNMENT & PUBLIC SECTOR SEGMENT TO ACCOUNT FOR LARGEST MARKET SIZE, 2022 (USD MILLION)60
FIGURE 16ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD60
4PREMIUM INSIGHTS61
4.1ATTRACTIVE OPPORTUNITIES FOR PLAYERS IN CITIZEN SERVICES AI MARKET61
FIGURE 17GROWING DIGITALIZATION AND SELLING PLATFORMS TO BOOST CITIZEN SERVICES AI MARKET GROWTH61
4.2CITIZEN SERVICES AI MARKET, BY VERTICAL61
FIGURE 18GOVERNMENT & PUBLIC SECTOR VERTICAL TO ACCOUNT FOR LARGEST MARKET DURING FORECAST PERIOD61
4.3CITIZEN SERVICES AI MARKET, BY REGION62
FIGURE 19NORTH AMERICA TO ACCOUNT FOR LARGEST MARKET SHARE, 202262
4.4CITIZEN SERVICES AI MARKET, BY COMPONENT & DEPLOYMENT MODE62
FIGURE 20SOFTWARE AND CLOUD SEGMENTS TO ACCOUNT FOR LARGER RESPECTIVE MARKET SHARES IN 202262
5MARKET OVERVIEW AND INDUSTRY TRENDS63
5.1INTRODUCTION63
5.2MARKET DYNAMICS63
FIGURE 21DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CITIZEN SERVICES AI MARKET63
5.2.1DRIVERS64
5.2.1.1Need for IT modernization64
5.2.1.2Integration of AI and analytics with citizen services64
5.2.1.3Greater demand for automation64
5.2.1.4Low operational and initial costs65
5.2.2RESTRAINTS65
5.2.2.1Lack of specialized expertise65
5.2.2.2Less awareness among government organizations about new technologies65
5.2.3OPPORTUNITIES66
5.2.3.1Increase in demand for citizen services AI66
5.2.3.2Advent of new technologies66
5.2.3.3Organizations’ willingness to use advanced technologies66
5.2.4CHALLENGES66
5.2.4.1Issues related to IT modernization66
5.2.4.2Integration issues with organizations’ internal processes67
5.2.4.3Lack of expertise and infrastructure among end users67
5.3INVESTMENTS IN CITIZEN SERVICES AI MARKET67
TABLE 5MAJOR GOVERNMENT INITIATIVES/INVESTMENTS67
5.4EVOLUTION69
FIGURE 22EVOLUTION OF CITIZEN SERVICES AI69
5.5ECOSYSTEM MAPPING70
TABLE 6CITIZEN SERVICES AI MARKET: ECOSYSTEM70
5.6CASE STUDY ANALYSIS71
5.6.1TRANSPORTATION71
5.6.1.1Keolis incorporated Intelagent platform to offer passengers convenient information platform for journey planning71
5.6.2HEALTHCARE71
5.6.2.1IQVIA selected automation anywhere to boost operational effectiveness across regions71
5.6.3GOVERNMENT & PUBLIC SECTOR72
5.6.3.1Canadian government uses AI-powered voice of the customer from OpenText Magellan to acquire useful information72
5.6.4ENERGY & UTILITIES72
5.6.4.1Engine selected OpenText Intelligence Capture to foster long-term loyalty of energy customers in Italy72
5.6.5EDUCATION & TRAINING73
5.6.5.1University of Melbourne selected automation anywhere to reduce duplication and delays while improving customer experience73
5.7TECHNOLOGY ANALYSIS73
5.7.1CITIZEN SERVICES AI AND BIG DATA ANALYTICS73
5.7.2CITIZEN SERVICES AI AND MACHINE LEARNING73
5.7.3CITIZEN SERVICES AI AND CLOUD COMPUTING74
5.7.4CITIZEN SERVICES AI AND INTERNET OF THINGS (IOT)74
5.8SUPPLY/VALUE CHAIN ANALYSIS74
FIGURE 23SUPPLY/VALUE CHAIN ANALYSIS74
5.9PORTER’S FIVE FORCE ANALYSIS75
FIGURE 24CITIZEN SERVICES AI: PORTER’S FIVE FORCES ANALYSIS75
TABLE 7CITIZEN SERVICES AI MARKET: PORTER’S FIVE FORCES ANALYSIS76
5.9.1THREAT FROM NEW ENTRANTS76
5.9.2THREAT FROM SUBSTITUTES76
5.9.3BARGAINING POWER OF SUPPLIERS76
5.9.4BARGAINING POWER OF BUYERS77
5.9.5INTENSITY OF COMPETITIVE RIVALRY77
5.10PRICING MODEL ANALYSIS77
5.11PATENT ANALYSIS78
5.11.1METHODOLOGY78
5.11.2DOCUMENT TYPE78
TABLE 8PATENTS FILED, 2019–202178
5.11.3INNOVATION & PATENT APPLICATIONS78
FIGURE 25ANNUAL NUMBER OF PATENTS GRANTED, 2019–202178
5.11.3.1Top applicants79
FIGURE 26TOP 10 PATENT APPLICANTS, 2019–202179
TABLE 9US: TOP 10 PATENT OWNERS IN CITIZEN SERVICES AI MARKET, 2019–202179
5.12KEY CONFERENCES & EVENTS80
TABLE 10CITIZEN SERVICES AI MARKET: LIST OF KEY CONFERENCES & EVENTS, 2022–202380
5.13TARIFF & REGULATORY LANDSCAPE81
5.13.1REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS81
TABLE 11NORTH AMERICA: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS81
TABLE 12EUROPE: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS81
TABLE 13ASIA PACIFIC: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS82
TABLE 14MIDDLE EAST & AFRICA: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS82
TABLE 15LATIN AMERICA: REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS83
5.13.2NORTH AMERICA: REGULATIONS83
5.13.2.1Personal Information Protection and Electronic Documents Act (PIPEDA)83
5.13.2.2Gramm-Leach-Bliley (GLB) Act83
5.13.2.3Health Insurance Portability and Accountability Act (HIPAA) of 199683
5.13.2.4Federal Information Security Management Act (FISMA)84
5.13.2.5Federal Information Processing Standards (FIPS)84
5.13.2.6California Consumer Privacy Act (CSPA)84
5.13.3EUROPE: TARIFFS & REGULATIONS85
5.13.3.1GDPR 2016/679 is a regulation in EU85
5.13.3.2General data protection regulation85
5.13.3.3European Committee for Standardization (CEN)85
5.13.3.4European Technical Standards Institute (ETSI)85
5.14KEY STAKEHOLDERS & BUYING CRITERIA86
5.14.1KEY STAKEHOLDERS IN BUYING PROCESS86
TABLE 16INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE VERTICALS86
5.14.2BUYING CRITERIA86
TABLE 17KEY BUYING CRITERIA FOR TOP THREE VERTICALS86
6CITIZEN SERVICES AI MARKET, BY COMPONENT87
6.1INTRODUCTION88
6.1.1COMPONENT: MARKET DRIVERS88
FIGURE 27SERVICES TO REGISTER HIGHER CAGR DURING FORECAST PERIOD88
TABLE 18CITIZEN SERVICES AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)88
TABLE 19CITIZEN SERVICES AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)89
6.2SOLUTIONS89
6.2.1NEED TO PROVIDE BETTER CITIZEN EXPERIENCE TO DRIVE ADOPTION AMONG GOVERNMENT AGENCIES89
TABLE 20CITIZEN SERVICES AI SOLUTIONS MARKET, BY REGION, 2016–2021 (USD MILLION)89
TABLE 21CITIZEN SERVICES AI SOLUTIONS MARKET, BY REGION, 2022–2027 (USD MILLION)89
6.3SERVICES90
FIGURE 28MANAGED SERVICES TO GROW AT HIGHER CAGR DURING FORECAST PERIOD90
TABLE 22CITIZEN SERVICES AI MARKET, BY SERVICE, 2016–2021 (USD MILLION)90
TABLE 23CITIZEN SERVICES AI MARKET, BY SERVICE, 2022–2027 (USD MILLION)90
TABLE 24CITIZEN SERVICES AI SERVICES MARKET, BY REGION, 2016–2021 (USD MILLION)91
TABLE 25CITIZEN SERVICES AI SERVICES MARKET, BY REGION, 2022–2027 (USD MILLION)91
6.3.1PROFESSIONAL SERVICES91
FIGURE 29CONSULTING TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD92
TABLE 26CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)92
TABLE 27CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)92
6.3.1.1Consulting92
6.3.1.1.1Consulting services to enable organizations to lower risks, reduce complexities, and increase RoI92
TABLE 28CITIZEN SERVICES AI CONSULTING SERVICES MARKET, BY REGION, 2016–2021 (USD MILLION)93
TABLE 29CITIZEN SERVICES AI CONSULTING SERVICES MARKET, BY REGION, 2022–2027 (USD MILLION)93
6.3.1.2Support & maintenance93
6.3.1.2.1Support & maintenance services to help in resolution assistance and upgrading existing platforms93
TABLE 30CITIZEN SERVICES AI SUPPORT & MAINTENANCE SERVICES MARKET, BY REGION, 2016–2021 (USD MILLION)94
TABLE 31CITIZEN SERVICES AI SUPPORT & MAINTENANCE SERVICES MARKET, BY REGION, 2022–2027 (USD MILLION)94
6.3.1.3Deployment & integration94
6.3.1.3.1Analyzing client needs and operational functionalities to support wide acceptance of deployment & maintenance services94
TABLE 32CITIZEN SERVICES AI DEPLOYMENT & INTEGRATION SERVICES MARKET, BY REGION, 2016–2021 (USD MILLION)95
TABLE 33CITIZEN SERVICES AI DEPLOYMENT & INTEGRATION SERVICES MARKET, BY REGION, 2022–2027 (USD MILLION)95
6.3.2MANAGED SERVICES95
6.3.2.1More focus on core business procedures lead to high reliance on third parties for managed services95
7CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE96
7.1INTRODUCTION97
7.1.1ORGANIZATION SIZE: MARKET DRIVERS97
FIGURE 30SMALL & MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD97
TABLE 34CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)98
TABLE 35CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)98
7.2LARGE ENTERPRISES98
7.2.1LARGE ENTERPRISES INCLINED TO ADOPT ADVANCED TECHNOLOGIES TO MANAGE LARGE DATA VOLUMES ACROSS BUSINESS FUNCTIONS98
TABLE 36LARGE ENTERPRISES MARKET, BY REGION, 2016–2021 (USD MILLION)98
TABLE 37LARGE ENTERPRISES MARKET, BY REGION, 2022–2027 (USD MILLION)99
7.3SMALL & MEDIUM-SIZED ENTERPRISES99
7.3.1SMALL & MEDIUM-SIZED ENTERPRISES STARTED ADOPTING ADVANCED TECHNOLOGIES TO IMPROVE COMPETITIVENESS AND REDUCE OPERATING COSTS99
TABLE 38SMALL & MEDIUM-SIZED ENTERPRISES MARKET, BY REGION, 2016–2021 (USD MILLION)99
TABLE 39SMALL & MEDIUM-SIZED ENTERPRISES MARKET, BY REGION, 2022–2027 (USD MILLION)100
8CITIZEN SERVICE AI MARKET, BY DEPLOYMENT MODE101
8.1INTRODUCTION102
8.1.1DEPLOYMENT MODE: MARKET DRIVERS102
FIGURE 31CLOUD DEPLOYMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD102
TABLE 40CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)103
TABLE 41CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)103
8.2ON-PREMISES103
8.2.1REAL-TIME DATA AVAILABILITY FOR EXTRACTING INSIGHTS TO PROMOTE ADOPTION OF ON-PREMISE MODELS103
TABLE 42ON-PREMISE CITIZEN SERVICES AI MARKET, BY REGION, 2016–2021 (USD MILLION)103
TABLE 43ON-PREMISE CITIZEN SERVICES AI MARKET, BY REGION, 2022–2027 (USD MILLION)104
8.3CLOUD104
8.3.1COST-EFFECTIVENESS, EASE OF ACCESS, AND SCALABILITY TO BOOST ADOPTION OF CLOUD-BASED AI SOLUTIONS104
TABLE 44CLOUD-BASED CITIZEN SERVICES AI MARKET, BY REGION, 2016–2021 (USD MILLION)104
TABLE 45CLOUD-BASED CITIZEN SERVICES AI MARKET, BY REGION, 2022–2027 (USD MILLION)105
9CITIZEN SERVICES AI MARKET, BY TECHNOLOGY106
9.1INTRODUCTION107
9.1.1TECHNOLOGY: MARKET DRIVERS107
FIGURE 32MACHINE LEARNING TECHNOLOGY TO ACCOUNT FOR LARGEST MARKET DURING FORECAST PERIOD107
TABLE 46CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)107
TABLE 47CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)108
9.2MACHINE LEARNING108
9.2.1ABILITY TO DELIVER MORE SOPHISTICATED AND ECONOMICAL CITIZEN SERVICES TO DRIVE ADOPTION OF MACHINE LEARNING108
TABLE 48CITIZEN SERVICES MACHINE LEARNING MARKET, BY REGION, 2016–2021 (USD MILLION)108
TABLE 49CITIZEN SERVICES MACHINE LEARNING MARKET, BY REGION, 2022–2027 (USD MILLION)109
9.3NATURAL LANGUAGE PROCESSING109
9.3.1NATURAL LANGUAGE PROCESSING TECHNOLOGY TO OFFER NECESSARY TOOLS TO EXTRACT PATTERNS AND INSIGHTS TO ENHANCE QUALITY OF CITIZEN SERVICES109
TABLE 50CITIZEN SERVICES NATURAL LANGUAGE PROCESSING MARKET, BY REGION, 2016–2021 (USD MILLION)109
TABLE 51CITIZEN SERVICES NATURAL LANGUAGE PROCESSING MARKET, BY REGION, 2022–2027 (USD MILLION)110
9.4IMAGE PROCESSING110
9.4.1RISE IN APPLICATIONS OF AI IMAGE PROCESSING ACROSS VARIOUS VERTICALS TO AUTOMATE VARIOUS USE CASES110
TABLE 52CITIZEN SERVICES IMAGE PROCESSING MARKET, BY REGION, 2016–2021 (USD MILLION)110
TABLE 53CITIZEN SERVICES IMAGE PROCESSING MARKET, BY REGION, 2022–2027 (USD MILLION)111
9.5FACE RECOGNITION111
9.5.1FACE RECOGNITION TO GAIN TRACTION DUE TO APPLICATIONS IN CRIME AND IDENTITY DETECTION111
TABLE 54CITIZEN SERVICES FACE RECOGNITION MARKET, BY REGION, 2016–2021 (USD MILLION)111
TABLE 55CITIZEN SERVICES FACE RECOGNITION MARKET, BY REGION, 2022–2027 (USD MILLION)112
9.6OTHER TECHNOLOGIES112
TABLE 56OTHER CITIZEN SERVICE TECHNOLOGIES MARKET, BY REGION, 2016–2021 (USD MILLION)112
TABLE 57OTHER CITIZEN SERVICE TECHNOLOGIES MARKET, BY REGION, 2022–2027 (USD MILLION)113
10CITIZEN SERVICES AI MARKET, BY VERTICAL114
10.1INTRODUCTION115
10.1.1VERTICAL: MARKET DRIVERS115
10.1.2VERTICAL: USE CASES115
FIGURE 33HEALTHCARE VERTICAL TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD116
TABLE 58CITIZEN SERVICES AI MARKET, BY VERTICAL, 2016–2021 (USD MILLION)116
TABLE 59CITIZEN SERVICES AI MARKET, BY VERTICAL, 2022–2027 (USD MILLION)116
10.2TRANSPORTATION117
TABLE 60TRANSPORTATION VERTICAL: USE CASES117
TABLE 61TRANSPORTATION VERTICAL MARKET, BY MODE, 2016–2021 (USD MILLION)117
TABLE 62TRANSPORTATION VERTICAL MARKET, BY MODE, 2022–2027 (USD MILLION)117
TABLE 63TRANSPORTATION VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)118
TABLE 64TRANSPORTATION VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)118
TABLE 65TRANSPORTATION VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)118
TABLE 66TRANSPORTATION VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)119
10.3MODE OF TRANSPORT119
10.3.1AIR119
10.3.1.1Potential to improve operational performance of airlines for delivering enhanced citizen services to result in adoption of AI119
10.3.2ROAD119
10.3.2.1Multiple enhancements to road safety with predictive power of AI to lead to enhanced road infrastructure and post-crash response119
10.3.3RAILWAYS120
10.3.3.1Railways incorporate AI-based solutions to compete with autonomous vehicles120
10.4TRANSPORTATIONS APPLICATION120
10.4.1SMART TICKETING120
10.4.1.1Smart ticketing to offer seamless travel experience to citizens120
10.4.2URBAN TRAFFIC PLANNING120
10.4.2.1Higher need for real-time transportation data from various means to manage traffic congestion to support adoption of AI and ML120
10.4.3ROUTE PLANNING & MAPPING121
10.4.3.1Emergence of advanced technologies to revolutionize route optimization by ensuring most effective path in real-time121
10.4.4HIGHWAY & ROAD SAFETY121
10.4.4.1Rapid adoption of AI-based solutions to increase effectiveness and efficiency of road safety systems121
10.4.5TOLL & REVENUE MANAGEMENT121
10.4.5.1Implementation of AI to streamline revenue operations and reduce commuter wait time121
10.4.6OTHER TRANSPORTATION APPLICATIONS122
10.5HEALTHCARE122
TABLE 67HEALTHCARE VERTICAL: USE CASES122
TABLE 68HEALTHCARE VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)123
TABLE 69HEALTHCARE VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)123
TABLE 70HEALTHCARE VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)123
TABLE 71HEALTHCARE VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)124
10.5.1PERSONALIZED MEDICINE124
10.5.1.1Personalized medicine to hold potential as enhanced individualized healthcare for all citizens124
10.5.2PREDICTIVE HEALTHCARE DIAGNOSTICS124
10.5.2.1Adoption of advanced technologies to help achieve precision in medical diagnoses124
10.5.3PATIENT RECORD & DATA MANAGEMENT125
10.5.3.1Vast volume of patient health data to be easily utilized with help of AI in assessment of patient satisfaction125
10.5.4PATIENT CARE MANAGEMENT125
10.5.4.1Demand for personalized care planning to derive optimal results to create potential in advancing population health125
10.5.5HEALTH EMERGENCY MANAGEMENT125
10.5.5.1Adoption of AI to enable health agencies to control pandemic situations with better management and situational visibility125
10.5.6OTHER HEALTHCARE APPLICATIONS126
10.6GOVERNMENT & PUBLIC SECTOR126
TABLE 72GOVERNMENT & PUBLIC SECTOR VERTICAL: USE CASES126
TABLE 73GOVERNMENT & PUBLIC SECTOR VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)127
TABLE 74GOVERNMENT & PUBLIC SECTOR VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)127
TABLE 75GOVERNMENT & PUBLIC SECTOR VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)128
TABLE 76GOVERNMENT & PUBLIC SECTOR VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)128
10.6.1CRIME INVESTIGATION128
10.6.1.1Rapid adoption technologies such as AI & ML to assist government agencies in criminal identification and sentencing128
10.6.2SECURITY & SURVEILLANCE129
10.6.2.1Need to provide safety and security to citizens to lead to rapid adoption of AI-based security & surveillance systems129
10.6.3EGOVERNANCE & DIGITAL CITY SERVICES129
10.6.3.1Sophisticated technology to provide enhanced governance practices to citizens, involving them in decision-making129
10.6.4LAW ENFORCEMENT130
10.6.4.1Potential use of AI in law enforcement to offer authorities means to predict, foresee, and prevent crime more accurately130
10.6.5DISASTER MANAGEMENT & CALAMITY CONTROL130
10.6.5.1Governments adopt advanced technologies to provide efficient relief efforts to citizens from natural disasters130
10.6.6INFRASTRUCTURE PLANNING & MANAGEMENT131
10.6.6.1Rise in living standards and operational effectiveness required by modern cities to help governments offer better service delivery131
10.6.7TAX & REVENUE MANAGEMENT131
10.6.7.1Tax & revenue management to allow governments to detect irregular financial behavior using AI131
10.6.8OTHER GOVERNMENT & PUBLIC SECTOR APPLICATIONS131
10.7ENERGY & UTILITIES132
TABLE 77ENERGY & UTILITIES VERTICAL: USE CASES132
TABLE 78ENERGY & UTILITIES VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)132
TABLE 79ENERGY & UTILITIES VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)133
TABLE 80ENERGY & UTILITIES VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)133
TABLE 81ENERGY & UTILITIES VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)133
10.7.1RESOURCE MONITORING & MANAGEMENT134
10.7.1.1Rise in demand for advanced technologies among utility companies for proper resource management & monitoring134
10.7.2CUSTOMER INFORMATION & OUTAGE MANAGEMENT134
10.7.2.1AI and ML to support organizations with effective outage management with adequate plans134
10.7.3ENVIRONMENT MANAGEMENT134
10.7.3.1To aid in adaption and mitigation of environmental changes, governments and tech firms show high interest in ML134
10.7.4WASTE MANAGEMENT135
10.7.4.1Adoption of sophisticated sensors to identify various kinds of trash to enable efficient smart waste management135
10.7.5BILLING & PAYMENT MANAGEMENT135
10.7.5.1Digital payment options to offer comfort, convenience, increased accountability, transparency, and traceability135
10.7.6OTHER ENERGY & UTILITY APPLICATIONS136
10.8AGRICULTURE136
TABLE 82AGRICULTURE VERTICAL: USE CASES136
TABLE 83AGRICULTURE VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)137
TABLE 84AGRICULTURE VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)137
TABLE 85AGRICULTURE VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)137
TABLE 86AGRICULTURE VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)138
10.8.1SOIL TESTING138
10.8.1.1Adopting advanced technologies to help farmers access parameters of soil health of agricultural fields138
10.8.2CROP DISEASES DETECTION & PROTECTION138
10.8.2.1Smart farming systems with advanced technologies to help farmers identify diseases and protect crops138
10.8.3CROP MONITORING139
10.8.3.1Smart crop monitoring to offer wide range of applications in agriculture139
10.8.4SMART IRRIGATION139
10.8.4.1Augmented advanced technologies to enhance irrigation systems and maximize water usage effectiveness139
10.8.5LIVESTOCK MANAGEMENT139
10.8.5.1AI in livestock management to increase output rate of high-quality feeding animals139
10.8.6AGRICULTURE FINANCE140
10.8.6.1Adoption of AI by agri-finance farmers to avoid financial turmoil and improve financial management140
10.9EDUCATION & TRAINING140
TABLE 87EDUCATION & TRAINING VERTICAL: USE CASES140
TABLE 88EDUCATION & TRAINING VERTICAL MARKET, BY APPLICATION, 2016–2021 (USD MILLION)141
TABLE 89EDUCATION & TRAINING VERTICAL MARKET, BY APPLICATION, 2022–2027 (USD MILLION)141
TABLE 90EDUCATION & TRAINING VERTICAL MARKET, BY REGION, 2016–2021 (USD MILLION)141
TABLE 91EDUCATION & TRAINING VERTICAL MARKET, BY REGION, 2022–2027 (USD MILLION)142
10.9.1CURRICULUM MANAGEMENT & DELIVERY142
10.9.1.1Technologies to assist citizens in eliminating silos and offer enhanced intelligence of government systems142
10.9.2ADAPTIVE LEARNING & ASSESSMENT142
10.9.2.1Adaptive learning to offer real-time tracking of every encounter and monitoring student development142
10.9.3TRAINING & COACHING143
10.9.3.1Training & coaching to help individuals develop knowledge and skills at their own pace143
10.9.4PERSONALIZED EDUCATION143
10.9.4.1Personalized education to enable individuals to meet their needs and learning goals at their convenience143
10.9.5SCHOLARSHIP MANAGEMENT143
10.9.5.1Scholarships to offer financial assistance and encourage individuals to pursue careers by enrolling in higher studies143
11CITIZEN SERVICES AI MARKET, BY REGION144
11.1INTRODUCTION145
FIGURE 34CHINA TO REGISTER HIGHEST COUNTRY-LEVEL CAGR DURING FORECAST PERIOD145
FIGURE 35ASIA PACIFIC TO RECORD HIGHEST CAGR AMONG REGIONS DURING FORECAST PERIOD146
TABLE 92CITIZEN SERVICES AI MARKET, BY REGION, 2016–2021 (USD MILLION)146
TABLE 93CITIZEN SERVICES AI MARKET, BY REGION, 2022–2027 (USD MILLION)146
11.2NORTH AMERICA147
11.2.1NORTH AMERICA: MARKET DRIVERS147
FIGURE 36NORTH AMERICA: MARKET SNAPSHOT148
TABLE 94NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)148
TABLE 95NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)149
TABLE 96NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY SERVICE, 2016–2021 (USD MILLION)149
TABLE 97NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY SERVICE, 2022–2027 (USD MILLION)149
TABLE 98NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)149
TABLE 99NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)150
TABLE 100NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)150
TABLE 101NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)150
TABLE 102NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)150
TABLE 103NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)151
TABLE 104NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)151
TABLE 105NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY TYPE, 2022–2027 (USD MILLION)151
TABLE 106NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2016–2021 (USD MILLION)152
TABLE 107NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2022–2027 (USD MILLION)152
TABLE 108NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2016–2021 (USD MILLION)152
TABLE 109NORTH AMERICA: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2022–2027 (USD MILLION)153
11.2.2US153
11.2.2.1Presence of several global players to increase demand for AI solutions for enhanced support for government organizations153
TABLE 110US: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)153
TABLE 111US: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)154
TABLE 112US: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)154
TABLE 113US: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)154
11.2.3CANADA154
11.2.3.1Adopting AI technologies in public sector to help government in making efficient administrative decisions154
11.3EUROPE155
11.3.1EUROPE: MARKET DRIVERS155
TABLE 114EUROPE: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)155
TABLE 115EUROPE: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)156
TABLE 116EUROPE: CITIZEN SERVICES AI MARKET, BY SERVICE, 2016–2021 (USD MILLION)156
TABLE 117EUROPE: CITIZEN SERVICES AI MARKET, BY SERVICE, 2022–2027 (USD MILLION)156
TABLE 118EUROPE: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)156
TABLE 119EUROPE: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)157
TABLE 120EUROPE: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)157
TABLE 121EUROPE: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)157
TABLE 122EUROPE: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)157
TABLE 123EUROPE: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)158
TABLE 124EUROPE: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)158
TABLE 125EUROPE: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)158
TABLE 126EUROPE: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2016–2021 (USD MILLION)159
TABLE 127EUROPE: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2022–2027 (USD MILLION)159
TABLE 128EUROPE: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2016–2021 (USD MILLION)159
TABLE 129EUROPE: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2022–2027 (USD MILLION)160
11.3.2UK160
11.3.2.1Focus on R&D of advanced technologies and higher investments by government organizations to drive market160
TABLE 130UK: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)160
TABLE 131UK: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)161
TABLE 132UK: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)161
TABLE 133UK: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)161
11.3.3GERMANY161
11.3.3.1Rapid adoption of modern technologies across various verticals to fuel market expansion161
11.3.4FRANCE162
11.3.4.1Increase in investments in AI startups to expedite development of AI ecosystem in France162
11.3.5REST OF EUROPE162
11.4ASIA PACIFIC163
11.4.1ASIA PACIFIC: MARKET DRIVERS163
FIGURE 37ASIA PACIFIC: MARKET SNAPSHOT164
TABLE 134ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)164
TABLE 135ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)165
TABLE 136ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY SERVICE, 2016–2021 (USD MILLION)165
TABLE 137ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY SERVICE, 2022–2027 (USD MILLION)165
TABLE 138ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)165
TABLE 139ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)166
TABLE 140ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)166
TABLE 141ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)166
TABLE 142ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION)166
TABLE 143ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION)167
TABLE 144ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)167
TABLE 145ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)167
TABLE 146ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2016–2021 (USD MILLION)168
TABLE 147ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY VERTICAL, 2022–2027 (USD MILLION)168
TABLE 148ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2016–2021 (USD MILLION)168
TABLE 149ASIA PACIFIC: CITIZEN SERVICES AI MARKET, BY COUNTRY, 2022–2027 (USD MILLION)169
11.4.2CHINA169
11.4.2.1Rapid adoption of advanced technologies for smarter services across various verticals to retain help China as market leader169
TABLE 150CHINA: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2016–2021 (USD MILLION)170
TABLE 151CHINA: CITIZEN SERVICES AI MARKET, BY TECHNOLOGY, 2022–2027 (USD MILLION)170
TABLE 152CHINA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)170
TABLE 153CHINA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)170
11.4.3JAPAN171
11.4.3.1Growth in innovative technologies and initiatives to help Japan remain an AI giant in Asia Pacific171
11.4.4INDIA171
11.4.4.1Several government initiatives and investments to offer better citizen experience to drive market171
11.4.5SINGAPORE172
11.4.5.1Investments in citizen services to harness technology for societal and economic advancement to drive adoption of AI solutions172
11.4.6REST OF ASIA PACIFIC173
11.5MIDDLE EAST & AFRICA173
11.5.1MIDDLE EAST & AFRICA: MARKET DRIVERS173
TABLE 154MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION)173
TABLE 155MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION)174
TABLE 156MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY SERVICE, 2016–2021 (USD MILLION)174
TABLE 157MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY SERVICE, 2022–2027 (USD MILLION)174
TABLE 158MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION)174
TABLE 159MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION)175
TABLE 160MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION)175
TABLE 161MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION)175
TABLE 162MIDDLE EAST & AFRICA: CITIZEN SERVICES AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MIL
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