Conversational AI to Generate $57 Billion of Revenue by 2027

A new study from Juniper Research has forecast that global revenue from conversational AI services will grow from $14.6 billion in 2025 to more than $23 billion by 2027. It predicts that this revenue, which originates from enterprise spending on conversational AI platforms, will be driven by the benefits of implementing agentic AI in services.

Agentic AI is a subset of AI that enables solutions to act independently to attain a preset objective, whilst learning from previous interactions. Specifically, agentic AI enables enterprises to automate tasks, such as service enquiries and appointment scheduling, over conversational channels; reducing reliance on human agent intervention.

The report urges conversational AI vendors to integrate agentic AI into their communications technology stack; creating enterprise solutions that automate customer interactions across messaging channels. However, to allow agentic AI to manage these interactions across the complete customer journey, integration with business support systems where customer data is stored is essential. However, the study firmly warned that the level of autonomy given to agentic AI must be carefully considered, with human oversight of actions a necessity during early-stage implementations.

“Conversational AI vendors must carefully moderate the outputs of agentic AI models during early-stage implementations. Issues around liability arising from hallucinations or erroneous communications must be avoided before enterprises’ trust in agentic AI can be established. This will best position conversational AI vendors to capitalize on this substantial revenue growth over the next three years,” commented research Author Molly Gatford.