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市場調查報告書

客戶體驗(CX)管理的由歐洲市場驅動的基於AI的Chatbots提升:2020年

AI-powered Chatbots Boosting the European CX Management Market, 2020

出版商 Frost & Sullivan 商品編碼 991735
出版日期 內容資訊 英文 60 Pages
商品交期: 最快1-2個工作天內
價格
客戶體驗(CX)管理的由歐洲市場驅動的基於AI的Chatbots提升:2020年 AI-powered Chatbots Boosting the European CX Management Market, 2020
出版日期: 2021年02月03日內容資訊: 英文 60 Pages
簡介

聊天機器人市場是ICT行業中增長最快的市場之一。聊天機器人有多種有效用途。公司正在專門應用它們來增強客戶服務並改善客戶體驗(CX)。聊天機器人可通過多種渠道進行部署,包括網絡聊天,短信,社交媒體和移動聊天應用程序。

本報告研究和分析了歐洲客戶體驗(CX)管理市場,重點是基於AI的聊天機器人,並提供了有關增長機會,關鍵公司等的系統信息。

目錄

戰略要求

增長機會分析-聊天機器人

  • 定義
  • 聯絡中心的演變
  • 什麼是聊天機器人?
  • 聊天機器人功能
  • 聊天機器人的演變
  • 採用數字客戶服務
  • 利用AI的聊天機器人機制
  • 聊天機器人環境
  • 歐洲聊天機器人市場面臨的挑戰
  • 聊天機器人的增長動力
  • 聊天機器人的增長限制
  • 聊天機器人任務-整個組織的價值
  • 聊天機器人的優勢
  • 聊天機器人限制
  • 選擇聊天機器人供應商時要考慮的事項
  • 最終用戶組織面臨的挑戰
  • 供應商/開發人員問題
  • 主要趨勢

Chatbot提供商概要

  • 聊天機器人提供商的個人資料
  • 供應商資料-CM.com(CX公司)
  • 供應商資料-Creative Virtual
  • 供應商資料-inConcert
  • 供應商資料-合成

增長機會區域

  • 增長機會1:與領先的CX生態系統公司建立合作夥伴關係
  • 增長機會2:為客戶提供對話式AI的監督指導
  • 增長機會3:增強安全性和數據合規性
  • 增長機會4:擴展的情報服務
  • 增長機會5:政府和公共服務聊天機器人
  • 增長機會6:與支付系統集成
  • 附件清單
  • 免責聲明
目錄
Product Code: MFC3-76

Chatbots Enhance the Customer Experience and Give Businesses Extraordinary Scaling Opportunities

The chatbots market is one of the fastest-growing in the ICT industry. There are several effective uses for chatbots. Businesses are applying them, in particular, to enhance their customer services and improve customer experience (CX). Chatbots are deployed across different channels, including web chat, SMS, social media, mobile chat apps, among others. Europe may have been a bit behind the United States in deploying chatbots earlier but has certainly caught up now. The European chatbot industry is very competitive. New startups constantly emerge, and many vendors are updating or about to launch their bot-related products and services. Currently, there are different types of chatbot vendors operating in Europe: Chatbot framework vendors, chatbot vendors (entry-level and enterprise-level), system integrators, and resellers. Enterprise-level chatbot vendors still represent a small share of the market but are working in the innovation frontier, creating new use-cases and supporting the transformation of the conversational AI space.

The implementation of complex algorithms and new AI technologies on chatbots allow them to perform increasingly challenging tasks, and respond to and anticipate user requests based on real-time data such as user previous interactions, preferences, context, and available services. Chatbots are shifting from dealing with routine and simple tasks to engage with customers in complex conversations and ways. The implementation of chatbots brings several benefits to organizations, including the potential to increase ROI, revenue, cost savings, and improve CX. Chatbots are becoming a critical element for businesses' digital transformation roadmaps, and the emergence of new use cases enabled by advances in AI and user interfaces (UI) are assuring a bright future for this segment of the market.

Table of Contents

Strategic Imperatives

  • Why is it Increasingly Difficult to Grow?
  • The Strategic Imperative 8™
  • The Effect of the Top Three Strategic Imperatives on the European Chabot Industry
  • Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Opportunity Analysis-Chatbots

  • Definitions
  • Definitions (continued)
  • Evolution of the Contact Center
  • What are Chatbots?
  • What are Chatbots? (continued)
  • What are Chatbots? (continued)
  • Chatbot Features
  • Chatbot Features (continued)
  • Chatbot Evolution
  • Digital Customer Service Adoption
  • How AI-powered Chatbots Work
  • How AI-powered Chatbots Work (continued)
  • Chatbot Environment
  • Chatbot Environment (continued)
  • Chatbot Environment (continued)
  • European Chatbot Market Challenges
  • Growth Drivers for Chatbots
  • Growth Restraints for Chatbots
  • Tasks for Chatbots-Value Throughout the Organization
  • Benefits of Chatbots
  • Limitations of Chatbots
  • Points to Consider When Selecting a Chatbot Vendor
  • End-User Organization Challenges
  • Vendor and Developer Challenges
  • Major Trends

Chatbot Provider Profiles

  • Chatbot Provider Profiles
  • Vendor Profile-CM.com (CX Company)
  • Vendor Profile-CM.com (CX Company) (continued)
  • Vendor Profile-Creative Virtual
  • Vendor Profile-Creative Virtual (continued)
  • Vendor Profile-inConcert
  • Vendor Profile-inConcert (continued)
  • Vendor Profile-Synthetix
  • Vendor Profile-Synthetix (continued)

Growth Opportunity Universe-2020

  • Growth Opportunity 1: Partnerships with Leading Players in the CX Ecosystem, 2020
  • Growth Opportunity 1: Partnerships with Leading Players in the CX Ecosystem, 2020 (continued)
  • Growth Opportunity 2: Provide Customers with Curated Guidance to Conversational AI, 2020
  • Growth Opportunity 2: Provide Customers with Curated Guidance to Conversational AI, 2020 (continued)
  • Growth Opportunity 3: Emphasis on Security and Data Compliance, 2020
  • Growth Opportunity 3: Emphasis on Security and Data Compliance, 2020 (continued)
  • Growth Opportunity 4: Augmented Intelligence Services, 2020
  • Growth Opportunity 4: Augmented Intelligence Services, 2020 (continued)
  • Growth Opportunity 5: Chatbots for Government and Public Services, 2020
  • Growth Opportunity 5: Chatbots for Government and Public Services, 2020 (continued)
  • Growth Opportunity 6: Integration with Payment Systems, 2020
  • Growth Opportunity 6: Integration with Payment Systems, 2020 (continued)
  • List of Exhibits
  • Legal Disclaimer