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市场调查报告书
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1425084

客服中心人工智慧市场 - 2024 年至 2029 年预测

Call Center AI Market - Forecasts from 2024 to 2029
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 146 Pages | 商品交期: 最快1-2个工作天内

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简介目录

2022年客服中心AI市场规模为14.56亿美元。

客服中心AI，也称为虚拟客服中心或虚拟客服中心，是一种采用先进人工智慧、机器学习和自然语言处理演算法相结合的先进技术系统。其主要目的是有效管理和回应通常透过电话收到的大量客户查询、疑虑和支援请求。这些人工智慧系统的复杂框架使他们能够快速理解和处理各种客户查询。客服中心人工智慧的应用范围广泛，包括基本查询解析以外的各种任务。例如对常见问题的自动回应、组织内相应部门的智慧导航，甚至无需人工干预即可自主故障排除和解决客户问题。采用客服中心人工智慧为企业带来了巨大的希望，因为它有可能改善整体客户服务并同时简化营运成本。然而，客服中心人工智慧的引入并非没有担忧。人们对此类人工智慧系统产生的答案的准确性和可靠性存在合理的担忧，特别是在涉及复杂和敏感查询的情况下。此外，人们越来越担心这些系统可能被滥用，特别是产生可能被抄袭的内容。因此，使用客服中心人工智慧的公司和个人必须负责任地使用。为此，有必要确保使用客服中心人工智慧创建的内容被引用并明确归属，以防止意外抄袭，并保持传播讯息的完整性。

介绍

客服中心人工智慧市场是一个快速成长的行业，预计将改变公司处理客户查询和支援请求的方式。市场根据各种因素进行广泛细分，包括解决方案和服务、通路型态、应用程式、部署型态、组织规模、产业和地区等组件。由于对高效和有效的客户支援服务的需求不断增长，预计解决方案部门在预测期内将占据更大的市场占有率。这是因为客服中心采用的人工智慧演算法可以在无需人工干预的情况下更有效地提供服务。然而，儘管呈现正面的成长轨迹，但市场仍受到某些因素的限制。组织在客户支援服务中越来越多地使用人工智慧，社交媒体在客户参与中的作用不断增强，以及物联网（IoT）和社交媒体资料的快速扩散预计将推动市场成长。另一方面，缺乏技术纯熟劳工以及对无监督学习的担忧是潜在的障碍。此外，对客服中心人工智慧的需求也受到与安装和培训相关的高成本以及隐私和安全问题的阻碍。儘管面临挑战，生成式人工智慧为零售商和消费品公司提供了各种机会来加强交叉销售和提高销售工作，同时也让他们更容易收集见解以改善产品供应。企业对人工智慧技术的日益关注和社交媒体平台的日益普及对市场本身产生了重大影响。目前，全球客服中心人工智慧市场较为分散，许多大大小小的公司进入该市场，并为市场的开拓和扩张做出了贡献。

促进因素

  • 透过社群媒体平台增加客户参与：各种社群媒体平台的普及大大增加了企业与客户互动的机会。这些平台的存取和使用的增加迫使企业重新考虑其客户服务策略。在此背景下，客服中心人工智慧的引入已成为游戏规则的改变者，使企业能够以更精简、更有效的方式回应客户的询问和支援请求。透过利用人工智慧解决方案的力量，企业不仅可以快速准确地回应客户的询问，还可以提供个人化和量身定制的支持，提高客户满意度并长期培养客户忠诚度。客服中心人工智慧在社群媒体参与框架中的整合正在改变客户与企业互动的形势，并开创高效、反应迅速的客户服务的新时代。
  • 增强客户支援服务：人工智慧技术在客服中心的整合彻底改变了公司提供客户支援服务的方式，为更有效率、更满意的客户体验铺平了道路。透过利用先进的人工智慧演算法，公司现在可以仔细检查和解释复杂的客户资料。这使我们能够制定客製化的、个人化的回应，与每个客户的需求、偏好和关注点产生共鸣。因此，个人化程度的提高显着提高了整体客户满意度，加深了忠诚度，并提高了各行业公司的客户维繫率。
  • 提升资料分析能力：在您的企业中实施客服中心AI系统将大大提升您高效处理和理解大量客户资料的能力。这些人工智慧技术可以有效地筛选大量信息，以识别模式、趋势和潜在商机。因此，有了这些见解，企业就可以做出明智的、资料主导的决策，从而创造出策略成长和敏捷性的环境。这种整体的资料分析方法使公司能够完善业务策略，优化客户交互，并最终将整体业务绩效提升到前所未有的高度。
  • 日益关注人工智慧技术：在快速发展的现代商业形势中，人工智慧技术的整合已成为提高业务效率并在竞争市场中获得优势的关键策略。特别是，客服中心业务领域已成为人工智慧解决方案实施的主要焦点，推动客户服务动态和成本管理发生重大变化。透过利用人工智慧主导的系统，公司将能够简化客服中心业务并提供个人化、高效、快速的客户协助，同时还可以降低与管理和培训人力资源相关的成本。人工智慧和客服中心功能的整合不仅可以促进无缝、无忧的客户体验，还可以提高业务的整体效率和经济性，从而创造永续且强大的市场影响力。
  • 社群媒体平台的普及：社群媒体平台的普及促进了与客户的直接互动，并为提供有效的支援服务提供了许多新的视角，从而正在改变商业形势。我做到了。透过利用客服中心人工智慧的力量，企业可以有效地管理和回应跨各种平台（包括社群媒体的动态领域）的各种查询和支援请求。因此，这种整合不仅有可能提高整体客户满意度，还可以培养坚定的客户忠诚度并加强品牌与客户的关係。

主要企业提供的产品

  • NICE 的客服中心AI 利用人工智慧 (AI) 来提高客服中心的效率和有效性。人工智慧可用于自动化任务、为客服人员提供即时协助以及分析客户资料以改善客户体验。
  • IBM Watson AI 提供了多种可用于改善客户服务的功能，包括自然语言处理、机器学习和深度学习。

客服中心人工智慧市场中解决方案领域的显着成长：

解决方案领域是客服中心人工智慧市场的主要焦点，预计将显着成长。这一成长轨迹的主要驱动力是即时管理复杂客户查询的需求不断增长，以及控制营运成本的动力。将人工智慧纳入客服中心可能会透过自动化日常任务并减少对人工代理的依赖来显着节省成本。人工智慧演算法的使用可以快速分析大量客户资料，使企业能够即时获得有关客户行为和偏好的宝贵见解。儘管前景如此光明，但客服中心人工智慧领域的进展却受到与安装和培训成本相关的财务负担以及对隐私和安全的持续担忧的阻碍。这些解决方案旨在更快、更简化地部署，最终提高客户满意度和忠诚度。

北美地区预计将占据客服中心人工智慧市场的主要份额：

预计北美地区将占据客服中心人工智慧市场的大部分。首先，预计在预测期内它将在客服中心人工智慧市场中占据最大份额。主要原因是该地区营运的客服中心率先采用客服中心人工智慧技术。快速实施促进了先进人工智慧解决方案的集成，简化了业务并提高了效率。此外，事实证明，这些人工智慧解决方案和服务在北美的不同组织和部门中都非常有效。这种有效性是由于该地区对利用现有资料资产并从中提取更多价值的创新技术的需求不断增长。此外，北美的客服中心普遍面临呼叫数量快速增加的问题，这超出了人类的回应能力，影响了整体业务。客服中心人工智慧使企业能够更好地管理和回应客户查询和支援请求。其结果是提高了业务效率、提高了客户满意度和客户忠诚度，从而增强了公司在该地区的竞争力。此外，IBM、Google、微软、AWS等知名跨国供应商在北美地区的存在，有利于促进前沿对话式人工智慧技术在客服中心的无缝应用与整合。这些科技巨头不仅提供先进的人工智慧工具，还提供全面的支援和资源，以在客服中心领域成功实施人工智慧主导的解决方案。跨国供应商和本地客服中心之间的这些战略合作伙伴关係为北美客服中心人工智慧市场的演变和发展做出了重大贡献。此外，基于云端基础的客服中心解决方案的成长趋势也推动了北美客服中心人工智慧市场的扩张。转向云端基础的服务使客服中心业务变得更加可访问、扩充性且弹性，业务更加高效且更具成本效益。这种向云端基础的客服中心解决方案的转变有效地改变了北美客服中心的格局，促进了该地区客服中心人工智慧市场的持续成长和开拓。

市场开拓：

  • 2023 年 5 月，Zoom Video Communications, Inc. 与 Anthropic PBC 合作，将 Anthropic 的生成式 AI 模型整合到 Zoom 的客服中心产品组合中。
  • 2022 年 7 月。 Laivly 推出了 attend AI 平台，帮助快速轻鬆地实现客服中心现代化。透过将即时智慧转化为即时行动，Laivly 提高了客服中心的生产力、投资回报率和客户体验。

目录

第一章简介

  • 市场概况
  • 市场定义
  • 调查范围
  • 市场区隔
  • 货币
  • 先决条件
  • 基准年和预测年时间表

第二章调查方法

  • 调查资料
  • 调查过程

第三章执行摘要

  • 研究亮点

第四章市场动态

  • 市场驱动因素
  • 市场限制因素
  • 波特五力分析
  • 产业价值链分析

第五章客服中心人工智慧市场：按组成部分

  • 介绍
  • 解决方案
  • 服务
    • 专业服务
    • 管理服务

第六章客服中心人工智慧市场：依部署划分

  • 介绍
  • 云
  • 本地

第七章客服中心人工智慧市场：依公司规模划分

  • 介绍
  • 大公司
  • 中小企业

第八章客服中心人工智慧市场：按应用分类

  • 介绍
  • 预测呼叫路由
  • 旅程编配
  • 品管
  • 情绪分析
  • 员工管理和高阶排班
  • 其他的

第九章客服中心人工智慧市场：按地区

  • 介绍
  • 北美洲
    • 美国
    • 加拿大
    • 墨西哥
  • 南美洲
    • 巴西
    • 阿根廷
    • 其他的
  • 欧洲
    • 英国
    • 德国
    • 法国
    • 西班牙
    • 其他的
  • 中东/非洲
    • 沙乌地阿拉伯
    • 阿拉伯聯合大公国
    • 以色列
    • 其他的
  • 亚太地区
    • 日本
    • 中国
    • 印度
    • 韩国
    • 印尼
    • 泰国
    • 其他的

第十章竞争环境及分析

  • 主要企业及策略分析
  • 市场占有率分析
  • 合併、收购、协议和合作

第十一章 公司简介

  • IBM
  • NICE
  • Zendesk
  • Bright Pattern
  • SmartAction LLC
  • SAP
  • Oracle
  • Avaya Inc.
简介目录
Product Code: KSI061616190

The call center AI market was valued at US$1.456 billion in 2022.

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

TABLE OF CONTENTS

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

10. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 10.1. Major Players and Strategy Analysis
  • 10.2. Market Share Analysis
  • 10.3. Mergers, Acquisitions, Agreements, and Collaborations

11. COMPANY PROFILES

  • 11.1. IBM
  • 11.2. NICE
  • 11.3. Zendesk
  • 11.4. Bright Pattern
  • 11.5. SmartAction LLC
  • 11.6. SAP
  • 11.7. Oracle
  • 11.8. Avaya Inc.

Not an exhaustive list