The conversational AI market will triple by 2030: customers are getting used to talking to machines

Analysts forecast that conversational AI service revenues will triple, reaching $8.5 billion by 2030. Conversational AI means voice and text assistants that hold a dialogue with the customer: answering questions, processing orders, resolving typical issues without an operator.

A threefold market expansion signals not just money flowing into the sector but a change in customer norms. Not long ago a "robot" on the line was irritating; now a fast, accurate AI assistant is increasingly preferred over waiting for a human — provided it actually resolves the issue instead of looping through menus. Banks and major services set the bar, and customer expectations transfer automatically to everyone else.

For a company in Kazakhstan this is an arithmetic problem, not a fashion question. Calculate the cost of one support contact and the share of typical questions — it's usually above half. That share is exactly what pays to hand over to conversational AI, leaving people the complex and contentious cases; the sensible start is one channel — say, WhatsApp or Telegram, where your customers already message you today.