Citizen services AI market is anticipated to grow at a significant CAGR of 11.1% during the forecast period (2024-2031).The growth of the citizen services AImarket is attributed to increasing demand for citizen services AI in applications such as transportation, healthcare, government, and public sector, energy & utility, agriculture, and education and trainingdriving growth of the market. According to The World Bank Group, in February 2024, Digitally enabled citizen engagement relies on the willingness and capacity of governments to collect, process, analyze, and respond to enormous volumes of citizen feedback.

Market Dynamics

Government Collaborating with Technology Companies

AI permeatesthe ways interact with the government. From small cities in the US to countries like Japan, government agencies are looking to AI to improve citizen services. The most obvious and immediately beneficial opportunities are those where AI can reduce administrative burdens, help resolve resource allocation problems, and take on significantly complex tasks. Across the globe, government offices are testing applications of AI. The prevailing citizen services use cases relate to citizen inquiries and information. AI can drastically improve citizen access to real-time answers, and could even be used to formulate and fill out documents, especially for routine tasks. Enabling government workers to spend more time addressing citizen needs with the help of AI could potentially help humanize the workers and foster a better relationship between government employees and citizens.

Increasing Automation of Routine Tasks

The growing adoption of automating routine administrative tasks in citizen services such as appointment scheduling, document generation, client communication, task management, and data analysis. Managing and entering data is a tedious endeavor. By gathering data from multiple sources and transferring it into a single database, AI chatbots can automate this procedure. Based on the gathered data, they can also offer real-time analytics and insights. Businesses can add automatedprocesses in digital workers to their human workforce to expedite business operations via AI automation technologies. This relieves workers of tedious, repetitive duties and helps address the skills and laborlaborshortages while allowing them to concentrate on higher-value, strategic work.

Market Segmentation

Our in-depth analysis of the global citizen services AImarket includes the following segments component,deployment,and vertical.

• Based oncomponents, the market is sub-segmented intosolutions and services.

• Based on deployment,the market is sub-segmented into on-premises and cloud.

• Based on vertical,the market is sub-segmented into transportation, healthcare, government, and public sector, energy & utility, agriculture, and education and training.

Government and Public Sector is Projected to Emerge as the Largest Segment

Based on thevertical,the global citizen services AImarket is sub-segmented into transportation, healthcare, government, and public sector, energy & utility, agriculture, and education and training.Among thesegovernment and public sectors, the sub-segment is expected to hold the largest share of the market. The primary factors supporting the segment's growth include the increasing adoption of AI to analyze data thoroughly and with accuracy, to proactively offer citizens more personalized and effective services. Globally government leverages the innovation in AI solutions including generative AI. Automating government services offered to citizens improves communication with citizens who rely on public services. For instance, in February 2024, the UK government in a drive to boost transparency and provide confidence to British businesses and citizens, the government invested £10 million ($10.8 million) to prepare and upskill regulators to address the the opportunities of defining technology.Over £100 million ($100.8 million) to support regulators and advance research and innovation on AI, including Hubs in healthcare and chemical discovery. 

Services Sub-segment to Hold a Considerable Market Share

Based onthe component,the global citizen services AImarket is sub-segmented intosolutions and services.Among these, the services sub-segment is expected to hold a considerable share of the market. The increasing demand for 24/7 services for communicating to citizens seamlessly using natural language processing, understanding different languages and accents, and switching contexts between conversations. Instead of filling out long forms to process in person at a town hall, Market players support citizens in carrying out these requests online, via text or voice.For instance, in June 2021, Amelia was Hired by Centric to transform citizen services with conversational AI.  Centric Burgerzaken (Centric), an IT Services provider based in the Netherlands, expanded its portfolio of digital services (“eDiensten”) to enhance citizen engagement and communication with local governments in the Netherlands. The provider offers a broad range of digital services for local governments and also integrates Amelia’s conversational AI solution to provide round-the-clock assistance and humanize its citizen-facing services.

Regional Outlook

The globalcitizen services AImarket is further segmented based on geography including North America (the US, and Canada), Europe (UK, Italy, Spain, Germany, France, and the Rest of Europe), Asia-Pacific (India, China, Japan, South Korea, and Rest of Asia), and the Rest of the World (the Middle East & Africa, and Latin America). 

Increasing Citizen Services AI Adoptionin Europe

• In Europe, a growing number of businesses and citizens unknowingly rely on AI-driven solutions to enhance their work and life. As these innovative technologies increasingly mainstream, MSMEs adopt AI to maintain their competitive advantage.

• According to the World Economic Forum, in February 2024, European firms adopted artificial intelligence (AI) fuelled by a surge in the use of generative AI, the European Commission policy programprogramset out plans to transform the region, to help 80.0% of the population secure basic digital skills, 5G connectivity everywhere and 75.0% of EU companies using cloud services.

Global Citizen Services AI Market Growth by Region 2024-2031

North America Holds Major Market Share

Among all the regions, North America holds a significant share owing to numerous prominent companies and citizen services AIproviders.The growth is attributed to thegrowing AI-based investments and research activities along with the strong IT infrastructure and ecosystemdriving the growth of the citizen services AI market in the region.Furthermore, the government in the region collaborating with other countries to expand its citizen services AI. For instance, in April 2024, U.S. Commerce Secretary Gina Raimondo, U.S. Ambassador to Japan Rahm Emanuel, and Japanese Minister of Education, Culture, Sports, Science and Technology (MEXT) Moriyama Masahito announced new research partnerships in Artificial Intelligence supported by $110 million in combined private sector investment from NVIDIA, Amazon, Arm and Softbank Group, Microsoft, and nine Japanese companies. While both AI research partnerships will create interdisciplinary collaboration across academic departments, faculties, and students, they are distinct and have different focus areas.

Market Players Outlook

*Note: Major Players Sorted in No Particular Order.

The major companies serving the global citizen services AImarket includeAmazon Web Services, Inc., Google LLC, IBM Corp., Microsoft Corp., and SAS Institute Inc., among others. The market players are increasingly focusing on business expansion and product development by applying strategies such as collaborations, mergers, and acquisitions to stay competitive in the market. For instance, in April 2024,IBM Corp., and The Government of Spain Collaborate to Advance National AI Strategy and BuildSpanish language AI models. The collaboration aims to significantly impact in terms of productivity gains for a large number of economic sectors and in providing better public services to citizens.

Recent Development

• In January 2024, Microsoft is cooperating withevery sector, industry, and citizen in India to transform with AI.  AI adoption and as a hub of talent, and the mission at Microsoft is to enable AI for everyone, democratizing access for every sector, organization, and citizen in the country.

The Report Covers

• Market value data analysis of 2023 and forecast to 2031.
• Annualized market revenues ($ million) for each market segment.
• Country-wise analysis of major geographical regions.
• Key companies operating in the global citizen services AImarket. Based on the availability of data, information related to new product launches, and relevant news is also available in the report.
• Analysis of business strategies by identifying the key market segments positioned for strong growth in the future.
• Analysis of market-entry and market expansion strategies.
• Competitive strategies by identifying ‘who-stands-where’ in the market.