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市場調查報告書

商品編碼

1425084

客服中心人工智慧市場 - 2024 年至 2029 年預測

Call Center AI Market - Forecasts from 2024 to 2029

出版日期: 2024年01月23日 | 出版商:

Knowledge Sourcing Intelligence | 英文 146 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

2022年客服中心AI市場規模為14.56億美元。

客服中心AI，也稱為虛擬客服中心或虛擬客服中心，是一種採用先進人工智慧、機器學習和自然語言處理演算法相結合的先進技術系統。其主要目的是有效管理和回應通常透過電話收到的大量客戶查詢、疑慮和支援請求。這些人工智慧系統的複雜框架使他們能夠快速理解和處理各種客戶查詢。客服中心人工智慧的應用範圍廣泛，包括基本查詢解析以外的各種任務。例如對常見問題的自動回應、組織內相應部門的智慧導航，甚至無需人工干預即可自主故障排除和解決客戶問題。採用客服中心人工智慧為企業帶來了巨大的希望，因為它有可能改善整體客戶服務並同時簡化營運成本。然而，客服中心人工智慧的引入並非沒有擔憂。人們對此類人工智慧系統產生的答案的準確性和可靠性存在合理的擔憂，特別是在涉及複雜和敏感查詢的情況下。此外，人們越來越擔心這些系統可能被濫用，特別是產生可能被抄襲的內容。因此，使用客服中心人工智慧的公司和個人必須負責任地使用。為此，有必要確保使用客服中心人工智慧創建的內容被引用並明確歸屬，以防止意外抄襲，並保持傳播訊息的完整性。

介紹

客服中心人工智慧市場是一個快速成長的行業，預計將改變公司處理客戶查詢和支援請求的方式。市場根據各種因素進行廣泛細分，包括解決方案和服務、通路型態、應用程式、部署型態、組織規模、產業和地區等組件。由於對高效和有效的客戶支援服務的需求不斷成長，預計解決方案部門在預測期內將佔據更大的市場佔有率。這是因為客服中心採用的人工智慧演算法可以在無需人工干預的情況下更有效地提供服務。然而，儘管呈現正面的成長軌跡，但市場仍受到某些因素的限制。組織在客戶支援服務中擴大使用人工智慧，社交媒體在客戶參與中的作用不斷增強，以及物聯網（IoT）和社交媒體資料的快速擴散預計將推動市場成長。另一方面，缺乏技術純熟勞工以及對無監督學習的擔憂是潛在的障礙。此外，對客服中心人工智慧的需求也受到與安裝和培訓相關的高成本以及隱私和安全問題的阻礙。儘管面臨挑戰，生成式人工智慧為零售商和消費品公司提供了各種機會來加強交叉銷售和提高銷售工作，同時也讓他們更容易收集見解以改善產品供應。企業對人工智慧技術的日益關注和社交媒體平台的日益普及對市場本身產生了重大影響。目前，全球客服中心人工智慧市場較為分散，許多大大小小的公司進入該市場，並為市場的開拓和擴張做出了貢獻。

促進因素

透過社群媒體平台增加客戶參與：各種社群媒體平台的普及大大增加了企業與客戶互動的機會。這些平台的存取和使用的增加迫使企業重新考慮其客戶服務策略。在此背景下，客服中心人工智慧的引入已成為遊戲規則的改變者，使企業能夠以更精簡、更有效的方式回應客戶的詢問和支援請求。透過利用人工智慧解決方案的力量，企業不僅可以快速準確地回應客戶的詢問，還可以提供個人化和量身定做的支持，提高客戶滿意度並長期培養客戶忠誠度。客服中心人工智慧在社群媒體參與框架中的整合正在改變客戶與企業互動的形勢，並開創高效、反應迅速的客戶服務的新時代。
增強客戶支援服務：人工智慧技術在客服中心的整合徹底改變了公司提供客戶支援服務的方式，為更有效率、更滿意的客戶體驗鋪平了道路。透過利用先進的人工智慧演算法，公司現在可以仔細檢查和解釋複雜的客戶資料。這使我們能夠制定客製化的、個人化的回應，與每個客戶的需求、偏好和關注點產生共鳴。因此，個人化程度的提高顯著提高了整體客戶滿意度，加深了忠誠度，並提高了各行業公司的客戶維繫率。
提升資料分析能力：在您的企業中實施客服中心AI系統將大大提升您高效處理和理解大量客戶資料的能力。這些人工智慧技術可以有效地篩選大量資訊，以識別模式、趨勢和潛在商機。因此，有了這些見解，企業就可以做出明智的、資料主導的決策，從而創造出策略成長和敏捷性的環境。這種整體的資料分析方法使公司能夠完善業務策略，最佳化客戶交互，並最終將整體業務績效提升到前所未有的高度。
日益關注人工智慧技術：在快速發展的現代商業形勢中，人工智慧技術的整合已成為提高業務效率並在競爭市場中獲得優勢的關鍵策略。特別是，客服中心業務領域已成為人工智慧解決方案實施的主要焦點，推動客戶服務動態和成本管理發生重大變化。透過利用人工智慧主導的系統，公司將能夠簡化客服中心業務並提供個人化、高效、快速的客戶協助，同時還可以降低與管理和培訓人力資源相關的成本。人工智慧和客服中心功能的整合不僅可以促進無縫、無憂的客戶體驗，還可以提高業務的整體效率和經濟性，從而創造永續且強大的市場影響力。
社群媒體平台的普及：社群媒體平台的普及促進了與客戶的直接互動，並為提供有效的支援服務提供了許多新的視角，從而正在改變商業形勢。我做到了。透過利用客服中心人工智慧的力量，企業可以有效地管理和回應跨各種平台（包括社群媒體的動態領域）的各種查詢和支援請求。因此，這種整合不僅有可能提高整體客戶滿意度，還可以培養堅定的客戶忠誠度並加強品牌與客戶的關係。

主要企業提供的產品

NICE 的客服中心AI 利用人工智慧 (AI) 來提高客服中心的效率和有效性。人工智慧可用於自動化任務、為客服人員提供即時協助以及分析客戶資料以改善客戶體驗。
IBM Watson AI 提供了多種可用於改善客戶服務的功能，包括自然語言處理、機器學習和深度學習。

客服中心人工智慧市場中解決方案領域的顯著成長：

解決方案領域是客服中心人工智慧市場的主要焦點，預計將顯著成長。這一成長軌跡的主要驅動力是即時管理複雜客戶查詢的需求不斷成長，以及控制營運成本的動力。將人工智慧涵蓋客服中心可能會透過自動化日常任務並減少對人工代理的依賴來顯著節省成本。人工智慧演算法的使用可以快速分析大量客戶資料，使企業能夠即時獲得有關客戶行為和偏好的寶貴見解。儘管前景如此光明，但客服中心人工智慧領域的進展卻受到與安裝和培訓成本相關的財務負擔以及對隱私和安全的持續擔憂的阻礙。這些解決方案旨在更快、更簡化地部署，最終提高客戶滿意度和忠誠度。

北美地區預計將佔據客服中心人工智慧市場的主要佔有率：

預計北美地區將佔據客服中心人工智慧市場的大部分。首先，預計在預測期內它將在客服中心人工智慧市場中佔據最大佔有率。主要原因是該地區營運的客服中心率先採用客服中心人工智慧技術。快速實施促進了先進人工智慧解決方案的整合，簡化了業務並提高了效率。此外，事實證明，這些人工智慧解決方案和服務在北美的不同組織和部門中都非常有效。這種有效性是由於該地區對利用現有資料資產並從中提取更多價值的創新技術的需求不斷成長。此外，北美的客服中心普遍面臨呼叫數量快速增加的問題，這超出了人類的回應能力，影響了整體業務。客服中心人工智慧使企業能夠更好地管理和回應客戶查詢和支援請求。其結果是提高了業務效率、提高了客戶滿意度和客戶忠誠度，從而增強了公司在該地區的競爭力。此外，IBM、Google、微軟、AWS等知名跨國供應商在北美地區的存在，有利於促進前沿對話式人工智慧技術在客服中心的無縫應用與整合。這些科技巨頭不僅提供先進的人工智慧工具，還提供全面的支援和資源，以在客服中心領域成功實施人工智慧主導的解決方案。跨國供應商和本地客服中心之間的這些戰略合作夥伴關係為北美客服中心人工智慧市場的演變和發展做出了重大貢獻。此外，基於雲端基礎的客服中心解決方案的成長趨勢也推動了北美客服中心人工智慧市場的擴張。轉向雲端基礎的服務使客服中心業務變得更加可訪問、擴充性且彈性，業務更加高效且更具成本效益。這種向雲端基礎的客服中心解決方案的轉變有效地改變了北美客服中心的格局，促進了該地區客服中心人工智慧市場的持續成長和開拓。

市場開拓：

2023 年 5 月，Zoom Video Communications, Inc. 與 Anthropic PBC 合作，將 Anthropic 的生成式 AI 模型整合到 Zoom 的客服中心產品組合中。
2022 年 7 月。 Laivly 推出了 attend AI 平台，幫助快速輕鬆地實現客服中心現代化。透過將即時智慧轉化為即時行動，Laivly 提高了客服中心的生產力、投資回報率和客戶體驗。

A call center AI, also known as a virtual call center or a virtual contact center, is a sophisticated technological system that employs a combination of advanced artificial intelligence, machine learning, and natural language processing algorithms. Its primary purpose is to proficiently manage and cater to a multitude of customer inquiries, concerns, and support requests that are typically received over the phone. The intricate framework of these AI systems enables them to swiftly comprehend and process the diverse range of queries posed by customers, responding in a manner that is not only swift but also effective in addressing the concerns at hand. The applications of call center AI are versatile, encompassing a spectrum of tasks that extend beyond basic query resolution. These tasks include but are not limited to, providing automated responses to frequently asked questions, intelligently directing calls to the appropriate departments within an organization, and even autonomously troubleshooting and resolving customer issues without necessitating human intervention. The adoption of call center AI holds substantial promise for businesses, as it can potentially enhance overall customer service while simultaneously streamlining operational costs. However, the deployment of call center AI is not without its apprehensions. There exist valid concerns regarding the credibility and reliability of the responses generated by these AI systems, especially in cases where complex or nuanced queries are involved. Additionally, there is a looming apprehension about the potential misuse of these systems, particularly about generating content that may be susceptible to plagiarism. Consequently, it is imperative for both enterprises and individuals utilizing call center AI to exercise responsible usage practices. This entails ensuring that the content produced by these systems is meticulously cited and attributed to avoid any inadvertent instances of plagiarism and uphold the integrity of the information being disseminated.

Introduction:

The call center AI market is a rapidly growing industry that is expected to transform the way companies handle customer inquiries and support requests. It is a market that is extensively categorized by various factors including components such as solutions and services, mode of channel, applications, deployment mode, organization size, verticals, and regions. The solutions segment is anticipated to hold a larger market share during the forecast period due to the increasing need for efficient and effective customer support services. This is possible because the algorithms of artificial intelligence employed in call centers are capable of offering services more effectively without human intervention. However, despite the positive growth trajectory, the market is constrained by certain factors. The increasing use of AI by organizations for customer support services, the growing role of social media in customer engagement, and the exponential surge of data through the Internet of Things (IoT) and social media are expected to bolster market growth. On the other hand, the lack of skilled labor and concerns related to unsupervised learning pose potential obstacles. Furthermore, the demand for call center AI is hindered by the expensive costs associated with installation and training, as well as concerns about privacy and security. Despite the challenges, generative AI has presented retailers and CPG companies with various opportunities to enhance cross-selling and upselling initiatives, while also facilitating the collection of insights to improve product offerings. The market itself is greatly influenced by enterprises' heightened focus on AI technology and the increased penetration of social media platforms. As of now, the global call center AI market appears to be fragmented, with the participation of numerous small-scale and large-scale companies contributing to its development and expansion.

Drivers:

Increased customer engagement through social media platforms: The proliferation of various social media platforms has significantly enhanced the opportunities for businesses to engage with their customers. With the increased accessibility and usage of these platforms, businesses have been compelled to revamp their customer service strategies. In this context, the implementation of call center AI has emerged as a game-changer, enabling businesses to address customer inquiries and support requests in a more streamlined and effective manner. By harnessing the capabilities of AI-driven solutions, businesses can not only ensure prompt and accurate responses to customer queries but also provide personalized and tailored support, thereby bolstering overall customer satisfaction and fostering long-term customer loyalty. This integration of call center AI within the framework of social media engagement has transformed the landscape of customer-business interactions, heralding a new era of efficient and responsive customer service.
Enhanced customer support services: The integration of AI technology within call centers has revolutionized the way businesses deliver customer support services, paving the way for a more efficient and satisfying customer experience. By leveraging sophisticated AI algorithms, companies can now meticulously scrutinize and interpret intricate customer data. This enables them to formulate tailored and personalized responses that resonate with individual customer needs, preferences, and concerns. As a result, this heightened level of personalization has substantially bolstered overall customer satisfaction levels and fostered a deeper sense of loyalty, leading to an increased rate of customer retention for businesses across various sectors.
Improved data analysis capabilities: Implementing call center AI systems within businesses can significantly enhance their capabilities to efficiently process and comprehend extensive pools of customer data. By effectively sifting through this wealth of information, these AI technologies can discern patterns, trends, and potential opportunities that might otherwise go unnoticed. Consequently, armed with these insights, businesses can make well-informed, data-driven decisions, fostering an environment of strategic growth and agility. This holistic approach toward data analysis enables businesses to refine their operational strategies, optimize customer interactions, and ultimately elevate their overall performance to unprecedented heights.
Increased focus on AI technology: In the rapidly evolving landscape of modern business, the integration of AI technology has become a pivotal strategy for enhancing operational efficiency and securing a coveted edge in the competitive market. Notably, the domain of call center operations has emerged as a prime focal point for the implementation of AI solutions, facilitating a substantial transformation in customer service dynamics and cost management. By leveraging AI-driven systems, businesses can streamline their call center operations, empowering them to deliver personalized, efficient, and prompt customer assistance while concurrently curtailing expenses associated with human resource management and training. This amalgamation of AI and call center functionalities not only fosters a seamless and hassle-free customer experience but also bolsters the overall efficacy and economic viability of the business, culminating in a sustainable and formidable market presence.
Penetration of social media platforms: The pervasive reach of social media platforms has altered the landscape for businesses, presenting a plethora of fresh prospects to foster direct interaction with customers and extend effective support services. Leveraging the power of call center AI, companies can proficiently manage and address a diverse array of inquiries and support demands spanning various platforms, including the dynamic realm of social media. Consequently, this integration not only holds the potential to enhance overall customer satisfaction but also catalyzes nurturing unwavering customer loyalty, thereby solidifying the brand-customer relationship.

Products offered by key companies:

NICE offers Contact center AI which is the use of artificial intelligence (AI) to improve the efficiency and effectiveness of contact centers. AI can be used to automate tasks, provide real-time assistance to agents, and analyze customer data to improve the customer experience.
IBM Watson AI offers a variety of features that can be used to improve customer service, such as natural language processing, machine learning, and deep learning.

Prominent growth in the solutions segment within the call center AI market:

The solutions segment, a key focal point within the call center AI market, is anticipated to witness substantial growth. This growth trajectory is primarily attributed to the increasing necessity for real-time management of intricate customer inquiries, coupled with the simultaneous drive to curtail operational expenses. Integrating AI within call centers holds the potential to yield significant cost reductions by automating mundane tasks and diminishing the dependence on human agents. The utilization of AI algorithms enables the swift analysis of copious amounts of customer data, thereby empowering businesses to glean invaluable insights into customer behavior and preferences in real time. Despite these promising prospects, the progression of the call center AI sector is impeded by the financial burden associated with installation and training costs, alongside persistent concerns regarding privacy and security. Notably, these solutions are designed to facilitate quicker and more streamlined deployment, ultimately fostering heightened levels of customer satisfaction and engendering loyalty.

The North American region is expected to hold a significant share of the call center AI market:

The North American region is anticipated to dominate a significant portion of the call center AI market, owing to various crucial reasons. Firstly, it is projected to hold the foremost share of the call center AI market during the projected period, primarily due to the early embracement of call center AI technologies by the call centers operating within the region. The prompt adoption has facilitated the integration of advanced AI solutions, leading to streamlined operations and enhanced efficiency. Furthermore, these AI solutions and services have proven to be exceptionally effective across diverse organizations and sectors in North America. This efficacy stems from the region's growing demand for innovative methods to harness and derive more value from their existing data assets. In addition, the call centers in North America commonly grapple with soaring call volumes, often overwhelming human agents and affecting overall operational productivity. By leveraging call center AI, businesses can adeptly manage and respond to customer queries and support requests, resulting in a more streamlined customer experience. Consequently, this enhanced operational efficiency can translate into heightened levels of customer satisfaction and increased customer loyalty, thereby bolstering the competitive edge of businesses within the region. Moreover, the presence of prominent multinational suppliers such as IBM, Google, Microsoft, and AWS in the North American region is instrumental in facilitating the seamless application and integration of cutting-edge conversational AI technology within the contact centers. These tech giants not only provide advanced AI tools but also offer comprehensive support and resources for the successful implementation of AI-driven solutions in the call center landscape. This strategic collaboration between multinational suppliers and regional call centers has significantly contributed to the evolution and advancement of the call center AI market within North America. Furthermore, the growing inclination towards cloud-based call center solutions is an additional driving force behind the expansion of the call center AI market in North America. The migration towards cloud-based services has facilitated greater accessibility, scalability, and flexibility for call center operations, resulting in heightened operational efficiency and cost-effectiveness. This shift towards cloud-based call center solutions has effectively revolutionized the call center landscape within North America, thereby fostering the continuous growth and development of the call center AI market within the region.

Market developments:

In May 2023, Zoom Video Communications, Inc. partnered with Anthropic PBC to integrate Anthropic's generative AI model into Zoom's contact center portfolio.
In July 2022. Laivly has launched its attended AI platform, which helps call centers modernize quickly and easily. By turning real-time intelligence into real-time action, Laivly boosts contact center productivity, ROI, and customer experience.

Segments:

By Component

Solution
Services
Professional services
Managed Services

By Deployment

Cloud
On-premises

By Enterprise Size

Large
SMEs

By Application

Predictive Call Routing
Journey Orchestration
Quality Management
Sentiment Analysis
Workforce Management & Advanced Scheduling
Others

By Geography

North America
United States
Canada
Mexico
South America
Brazil
Argentina
Others
Europe
United Kingdom
Germany
France
Spain
Others
Middle East and Africa
Saudi Arabia
UAE
Israel
Others
Asia Pacific
Japan
China
India
South Korea
Indonesia
Thailand
Others

1. INTRODUCTION

1.1. Market Overview
1.2. Market Definition
1.3. Scope of the Study
1.4. Market Segmentation
1.5. Currency
1.6. Assumptions
1.7. Base, and Forecast Years Timeline

2. RESEARCH METHODOLOGY

2.1. Research Data
2.2. Research Processes

3. EXECUTIVE SUMMARY

3.1. Research Highlights

4. MARKET DYNAMICS

4.1. Market Drivers
4.2. Market Restraints
4.3. Porter's Five Force Analysis
- 4.3.1. Bargaining Power of Suppliers
- 4.3.2. Bargaining Power of Buyers
- 4.3.3. Threat of New Entrants
- 4.3.4. Threat of Substitutes
- 4.3.5. Competitive Rivalry in the Industry
4.4. Industry Value Chain Analysis

5. CALL CENTER AI MARKET BY COMPONENT

5.1. Introduction
5.2. Solution
5.3. Services
- 5.3.1. Professional services
- 5.3.2. Managed Services

6. CALL CENTER AI MARKET BY DEPLOYMENT

6.1. Introduction
6.2. Cloud
6.3. On-premises

7. CALL CENTER AI MARKET BY ENTERPRISE SIZE

7.1. Introduction
7.2. Large
7.3. SMEs

8. CALL CENTER AI MARKET BY APPLICATION

8.1. Introduction
8.2. Predictive Call Routing
8.3. Journey Orchestration
8.4. Quality Management
8.5. Sentiment Analysis
8.6. Workforce Management & Advanced Scheduling
8.7. Others

9. CALL CENTER AI MARKET BY GEOGRAPHY

9.1. Introduction
9.2. North America
- 9.2.1. United States
- 9.2.2. Canada
- 9.2.3. Mexico
9.3. South America
- 9.3.1. Brazil
- 9.3.2. Argentina
- 9.3.3. Others
9.4. Europe
- 9.4.1. United Kingdom
- 9.4.2. Germany
- 9.4.3. France
- 9.4.4. Spain
- 9.4.5. Others
9.5. The Middle East and Africa
- 9.5.1. Saudi Arabia
- 9.5.2. UAE
- 9.5.3. Israel
- 9.5.4. Others
9.6. Asia Pacific
- 9.6.1. Japan
- 9.6.2. China
- 9.6.3. India
- 9.6.4. South Korea
- 9.6.5. Indonesia
- 9.6.6. Thailand
- 9.6.7. Others