呼叫中心運營中人工智能的全球市場（2023-2030）：按組件（計算平台/解決方案）、行業（能源/公用事業）和部署（本地/雲）劃分的規模、份額、增長分析和預測

Global AI in Call Center Operations Market Size, Share, Growth Analysis, By Component(Compute Platforms, Solution), By Vertical(Energy, utilities), By Deployment(On-Premise and Cloud) - Industry Forecast 2023-2030

出版日期: 2023年07月14日 | 出版商:

SkyQuest | 英文 248 Pages | 商品交期: 3-5個工作天內

價格

簡介目錄

預測期內，全球呼叫中心運營中人工智能的市場規模將以21.3% 的複合年增長率增長，從2021 年的13.2 億美元和2022 年的16 億美元增至2030 年的75 億美元。

人工智能在呼叫中心運營中變得越來越普遍，因為它可以減少運營人員並提供個性化的客戶體驗。全球領先的公司正在利用人工智能來分析客戶情緒、座席績效和關鍵問題領域，以創造更強大的支持體驗。人工智能可以自動執行重複性任務，例如安排預約、處理付款和解決簡單的客戶問題。這使得客服人員能夠專注於更複雜的任務並提供更好的客戶服務。人工智能還可以分析呼叫中心數據，識別趨勢和模式，幫助管理人員提高呼叫中心績效。在呼叫中心利用人工智能的另一種方式是聊天機器人。聊天機器人是一種可以模擬與人類對話的計算機程序。它可以用來回答客戶問題、提供支持，甚至銷售產品。聊天機器人可以幫助減少客服人員必須處理的呼叫數量，使他們能夠專注於更複雜的任務。

由於客戶參與策略的傳播，呼叫中心業務市場正在增長。在數字時代，企業、品牌和個人影響者認識到通過社交媒體平台與客戶建立聯繫的重要性。為了改善客戶體驗和參與度，企業正在將重點從電子郵件和消息等傳統客戶支持方法轉移到人工智能驅動的聊天機器人。

在本報告中，我們調查了全球呼叫中心業務中的人工智能市場，並提供了市場概況、影響市場的各種因素分析、技術和創新趨勢、法律和監管環境、變化和趨勢。市場規模的預測以及各種分類。 □總結了按地區劃分的情況、競爭狀況、主要公司的概況等。

內容

執行摘要
調查方法
母公司市場分析
市場概況
市場規模
市場動態
- 驅動程序
- 機會
- 制約因素
- 任務
主要市場洞察
- 技術分析
- 價格分析
- 供應鏈分析
- 價值鏈分析
- 市場生態系統
- 知識產權分析
- 貿易分析
- 啟動分析
- 原材料分析
- 創新矩陣
- 管道產品分析
- 宏觀經濟指標
- 主要投資分析
- 關鍵成功因素
- 爭用程度
市場動態和前景
- 市場動態
  - 驅動程序
  - 機會
  - 制約因素
  - 任務
監管狀況
波特的分析
Skyquest 對未來顛覆的特殊洞察
全球呼叫中心運營中的人工智能市場：按組成部分
- 市場概況
- 計算平台
- 解決方案
- 服務及其他
全球呼叫中心運營中的人工智能市場：按行業劃分
- 市場概況
- 能源
- 實用程序
- 運輸和物流
- 製造業
- CE產品
全球呼叫中心運營中的人工智能市場：按部署劃分
- 市場概況
- 本地
- 雲
全球呼叫中心運營中的人工智能市場：按地區劃分
- 市場概況
- 北美
- 歐洲
- 亞太地區
- 拉丁美洲
- 中東和非洲
- 競爭格局
  - 排名前 5 名的公司比較
  - 主要公司的市場定位
  - 各大公司的招聘策略
  - 關鍵成功策略
  - 近期市場活動
  - 主要公司的市場份額
- 主要公司簡介
  - IBM Corporation
  - Google LLC
  - Microsoft Corporation
  - AWS (Amazon Web Services)
  - SAP SE
  - Nuance Communications, Inc.
  - Zendesk, Inc.
  - Haptik, Inc.
  - Avaya Holdings Corp.
  - Artificial Solutions International AB
  - Verint Systems Inc.
  - NICE Systems Ltd.
  - Cisco Systems, Inc.
  - Uniphore Software Systems Pvt. Ltd.
  - SmartAction LLC
  - Kore.ai, Inc.
  - Inference Solutions Inc.
  - CallMiner, Inc.
  - Conversica, Inc.
  - Cognitivescale, Inc.

簡介目錄

Product Code: SQMIG45F2069

Global AI in Call Center Operations Market size was valued at USD 1.32 billion in 2021 and is poised to grow from USD 1.6 billion in 2022 to USD 7.5 billion by 2030, growing at a CAGR of 21.3% in the forecast period (2023-2030)

Artificial intelligence (AI) is becoming increasingly popular in call center operations due to its ability to reduce operational overhead and provide a personalized customer experience. Major companies across the globe are leveraging AI to analyze customer sentiment, agent performance, and key problem areas in order to create a stronger support experience. AI can automate repetitive tasks, such as scheduling appointments, processing payments, and resolving simple customer issues. This frees up agents to focus on more complex tasks and to provide better customer service. AI can also be used to analyze call center data to identify trends and patterns, which can help managers to improve the performance of their call centers. Another way that AI is being used in call centers is through chatbots. Chatbots are computer programs that can simulate conversation with humans. They can be used to answer customer questions, provide support, and even sell products. Chatbots can help to reduce the number of calls that agents have to handle, which can free them up to focus on more complex tasks.

Segments covered in this report

The Global AI in the Call Center Operations market is segmented on the basis of Component, vertical,Deployment, and region. By Vertical, the market is segmented into BFSI, Retail and E-Commerce, Telecom, Healthcare, Media and Entertainment, Travel and Hospitality, and Others. By component, the market is segmented into Compute Platforms, Solution, and Service and others. By Deployment, the market is segmented into On-Premise and Cloud. By region, the market is segmented into North America, Europe, Asia Pacific, Middle East and Africa, and Latin America.

Driver

The market for call center operations is experiencing growth due to the increasing popularity of customer engagement strategies. In the digital age, businesses, brands, and personal influencers recognize the importance of connecting with customers through social media platforms. To improve customer experience and engagement, companies are shifting their focus from traditional customer support methods such as emails or messages to utilizing AI-powered chatbots.

Restraint

The market growth in the forecast year may face obstacles due to the high costs associated with specialized AI services. Startups and new entrants in the industry may find it expensive to implement these services, even when utilizing cloud-native solutions. Processing large volumes of data can be financially burdensome. In addition to the high costs, concerns regarding data privacy and protection pose significant challenges for AI and machine intelligence. Startups and businesses need to ensure that proper measures are in place to safeguard sensitive data and comply with relevant regulations.

Market Trends

The demand for cell service across various platforms and businesses is a key requirement for customers. In line with this trend, contact centers worldwide are increasingly adopting AI technology to enable self-service options. This shift aims to reduce wait times and provide round-the-clock access to customer support. The positive trajectory of this cell service trend can be attributed to its ability to deliver prompt and efficient customer support.

Executive Summary
- Market Overview
- Wheel of Fortune
Research Methodology
- Information Procurement
- Secondary & Primary Data Sources
- Market Size Estimation
- Market Assumptions & Limitations
Parent Market Analysis
- Market Overview
- Market Size
- Market Dynamics
Drivers
Opportunities
Restraints
Challenges
Key Market Insights
- Technology Analysis
- Pricing Analysis
- Supply Chain Analysis
- Value Chain Analysis
- Ecosystem of the Market
- IP Analysis
- Trade Analysis
- Startup Analysis
- Raw Material Analysis
- Innovation Matrix
- Pipeline Product Analysis
- Macroeconomic Indicators
- Top Investment Analysis
- Key Success Factor
- Degree of Competition
Market Dynamics & Outlook
- Market Dynamics
Drivers
Opportunities
Restraints
Challenges
- Regulatory Landscape
- Porters Analysis
Competitive rivalry
Threat of Substitute Products
Bargaining Power of Buyers
Threat of New Entrants
Bargaining Power of Suppliers
- Skyquest Special Insights on Future Disruptions
Political Impact
Economic Impact
Social Impact
Technical Impact
Environmental Impact
Legal Impact
Global AI in Call Center Operations Market by Component
- Market Overview
- Compute Platforms
- Solution
- and Service and others
Global AI in Call Center Operations Market by Vertical
- Market Overview
- Energy
- utilities
- transportation & logistics
- manufacturing
- consumer electronics
Global AI in Call Center Operations Market by Deployment
- Market Overview
- On-Premise and Cloud
Global AI in Call Center Operations Market Size by Region
- Market Overview
- North America
USA
Canada
- Europe
Germany
Spain
France
UK
Rest of Europe
- Asia Pacific
China
India
Japan
South Korea
Rest of Asia-Pacific
- Latin America
Brazil
Rest of Latin America
- Middle East & Africa (MEA)
GCC Countries
South Africa
Rest of MEA
Competitive Landscape
- Top 5 Player Comparison
- Market Positioning of Key Players, 2021
- Strategies Adopted by Key Market Players
- Top Winning Strategies
By Development
By Company
By Year
- Recent Activities in the Market
- Key Companies Market Share (%), 2021
Key Company Profiles
- IBM Corporation
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Google LLC
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Microsoft Corporation
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- AWS (Amazon Web Services)
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- SAP SE
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Nuance Communications, Inc.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Zendesk, Inc.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Haptik, Inc.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Avaya Holdings Corp.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Artificial Solutions International AB
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Verint Systems Inc.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- NICE Systems Ltd.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Cisco Systems, Inc.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Uniphore Software Systems Pvt. Ltd.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- SmartAction LLC
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Kore.ai, Inc.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Inference Solutions Inc.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- CallMiner, Inc.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Conversica, Inc.
Company Overview
Business Segment Overview
Financial Updates
Key Developments
- Cognitivescale, Inc.
Company Overview
Business Segment Overview
Financial Updates
Key Developments