市场调查报告书
商品编码
1472134
2023-2030 年全球语音分析市场规模研究与预测(按部署、按应用、按企业类型、按最终用户和区域分析)Global Speech Analytics Market Size Study & Forecast, By Deployment, By Application, By Enterprise Type, By End-user, and Regional Analysis, 2023-2030 |
2022 年全球语音分析市场价值约为 33.1 亿美元,预计在 2023-2030 年预测期内将以超过 15.6% 的健康成长率成长。语音分析利用语音识别、机器学习和自然语言处理将口语单字转录为文本,并分析它们的模式、关键字以及与客户情绪、偏好和要求相关的讨论。其主要目标包括了解客户互动、改善客户体验、确保合规性、识别趋势和模式、优化营运以及获取业务洞察。这些工具为联络中心提供即时语音录音和回馈,以增强客户理解、满意度和座席绩效。随着各机构优先考虑营运中的灵活性和可扩展性,语音技术已成为成长策略的组成部分。人们日益认识到分析在提高客户保留率和满意度方面的作用、对合规性和风险管理的日益重视,以及在多通路世界中话语权的重要性日益增强,这些都是推动全球市场需求的最突出因素。
此外,呼叫中心公司越来越多地采用语音分析平台来改善消费者体验、增加收入并提高座席工作效率,同时确保合规性。据 Account Recovery.net 称,67% 的公司采用语音分析来减少违规行为并提高客服人员的绩效。这些解决方案使组织能够分析客户与代理商的交互,提供有价值的情报以增强客户体验并简化营运流程。此外,呼叫中心正在采用文字分析解决方案来发现优化未来互动并增强即时一对一客户互动的见解。这些解决方案还有助于提高客户体验的品质保证,并减轻业务营运中的微观管理。例如,2023 年 4 月,会话自动化公司 SESTEK 与领先的业务处理外包组织 CCC 合作,实施语音分析、语音 AI 和语音辨识解决方案,推动成长并释放公共和服务领域的新机会。此外,联络中心严格的合规法规凸显了即时监控客户通话的重要性,这使得语音分析解决方案成为确保合规性和提高客户满意度、同时降低法律和监管风险不可或缺的一部分。因此,呼叫中心服务中对语音分析解决方案日益增长的需求预计将大幅推动市场需求。此外,基于云端的语音分析解决方案的普及,以及机器学习(ML) 和人工智慧(AI) 在解决方案中的日益渗透,以提供更好的客户体验,在预测几年中带来了各种利润丰厚的机会。然而,高昂的投资成本以及对资料隐私和安全的担忧的增加正在阻碍 2023-2030 年预测期内的市场成长。
全球语音分析市场研究考虑的关键区域包括亚太地区、北美、欧洲、拉丁美洲以及中东和非洲。由于工业 4.0 和数位转型的出现、知名区域参与者和众多服务提供者的大量存在以及数位行销支出的增加,北美在 2022 年占据了市场主导地位。此外,该国还利用突破性技术来促进解决方案的无缝整合。例如,2023 年 3 月,临床级语音分析平台提供者 Aural Analytics, Inc. 宣布其 Speech Vitals-ALS 技术获得美国食品药物管理局的创新设备认可。而亚太地区预计在预测年份将以最高的复合年增长率成长。中国、印度、澳洲、印尼、越南、菲律宾等国家外包产业持续扩张。这些国家正在利用科技来提高效率、客户体验、员工体验和其他各个方面。例如,2023 年 2 月,领先的电信供应商 Bharti Airtel Telecom 与 Nvidia 合作开发和实施基于人工智慧的解决方案,旨在改善其联络中心所有呼入呼叫的客户体验。 Airtel 将利用其基于深度学习的自动语音识别 (ASR) 以及 Nvidia 的 NVIDIANeMo 对话式 AI 工具包来准确解释语言并增强运营,从而为代理商和消费者提供更好的服务。此外,亚太地区联络中心外包产业目前正在加速成长,促使产业参与者为寻求外包服务的公司提供创新解决方案。
研究的目的是确定近年来不同细分市场和国家的市场规模,并预测未来几年的价值。该报告旨在纳入参与研究的国家内该行业的定性和定量方面。
该报告还提供了有关关键方面的详细信息,例如将决定市场未来成长的驱动因素和挑战。此外,它还纳入了利害关係人投资的微观市场的潜在机会,以及对主要参与者的竞争格局和产品供应的详细分析。
Global Speech Analytics Market is valued at approximately USD 3.31 billion in 2022 and is anticipated to grow with a healthy growth rate of more than 15.6% over the forecast period 2023-2030. Speech analytics utilizes speech recognition, machine learning, and natural language processing to transcribe spoken words into text and analyze them for patterns, keywords, and discussions related to customer sentiment, preferences, and requirements. Its primary goals include understanding customer interactions, improving the customer experience, ensuring compliance, identifying trends and patterns, optimizing operations, and deriving business insights. These tools provide real-time voice recordings and feedback for contact centres to enhance customer understanding, satisfaction, and agent performance. Speech technology becomes integral to growth strategies as agencies prioritize flexibility and scalability in their operations. The growing recognition of analytics' role in boosting customer retention and satisfaction, rising emphasis on compliance and risk management, along with increasing significance of voice in a multi-channel world are the most prominent factors that are propelling the market demand across the globe.
Additionally, call centre companies are increasingly adopting speech analytics platforms to improve the consumer experience, boost revenue, and enhance agent productivity while ensuring compliance. According to Account Recovery.net, 67% of companies employ speech analytics to reduce non-compliance and enhance agent performance. These solutions empower organizations to analyze customer-agent interactions, providing valuable intelligence to enhance customer experience and streamline operational processes. Additionally, call centres are embracing text analysis solutions to uncover insights that optimize future interactions and enhance real-time one-to-one customer engagements. These solutions also facilitate improved quality assurance for customer experience and mitigate micromanagement in business operations. For instance, in April 2023, SESTEK, a conversational automation company, partnered with CCC, a leading business processing outsourcing organization, to implement speech analytics, voice AI, and voice recognition solutions, driving growth and unlocking new opportunities in the public and services sectors. Furthermore, stringent compliance regulations for contact centres highlight the importance of real-time monitoring of customer calls, making speech analytics solutions integral to ensuring compliance and enhancing customer satisfaction while mitigating legal and regulatory risks. Thus, the increasing demand for speech analytics solutions within call centre services is expected to fuel market demand at a substantial rate. Moreover, the rise in adoption of cloud-based speech analytics solutions, as well as the increasing penetration of Machine Learning (ML) and Artificial Intelligence (AI) in solutions for better customer experience presents various lucrative opportunities over the forecasting years. However, the high investment cost and the rise in concern for data privacy & security are hindering the market growth throughout the forecast period of 2023-2030.
The key regions considered for the Global Speech Analytics Market study include Asia Pacific, North America, Europe, Latin America, and Middle East & Africa. North America dominated the market in 2022 owing to the advent of Industry 4.0 and digital transformation, the high presence of prominent regional players and numerous service providers, along increased digital marketing spending. Also, the country leverages groundbreaking technologies to facilitate the seamless integration of solutions. For instance, in March 2023, Aural Analytics, Inc., a provider of clinical-grade speech analytical platforms, announced that its Speech Vitals-ALS technology received recognition from the U.S. Food and Drug Administration as an innovative device. Whereas, Asia Pacific is expected to grow at the highest CAGR over the forecast years. The continuous expansion of outsourcing industries across countries like China, India, Australia, Indonesia, Vietnam, and the Philippines. These nations are leveraging technology to enhance efficiency, customer experience, employee experience, and various other aspects. For instance, in February 2023, Bharti Airtel Telecom, a leading telecom provider, collaborated with Nvidia to develop and implement an AI-based solution aimed at improving the customer experience for all inbound calls to its contact centre. Airtel will utilize its deep learning-based automatic speech recognition (ASR) alongside Nvidia's NVIDIANeMo conversational AI toolkit to accurately interpret language and enhance operations for better service to agents and consumers. Additionally, the Asia Pacific contact centre outsourcing sector is currently experiencing accelerated growth, prompting industry participants to offer innovative solutions to companies seeking to outsource their services.
The objective of the study is to define the market sizes of different segments & countries in recent years and to forecast the values for the coming years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within countries involved in the study.
The report also caters to detailed information about the crucial aspects such as driving factors & challenges that will define the future growth of the market. Additionally, it also incorporates potential opportunities in micro markets for stakeholders to invest along with a detailed analysis of the competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:
List of tables and figures and dummy in nature, final lists may vary in the final deliverable
List of tables and figures and dummy in nature, final lists may vary in the final deliverable