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市场调查报告书
商品编码
1557255

客户服务中的人工智慧市场－2024年至2029年预测

AI in Customer Service Market - Forecasts from 2024 to 2029
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 149 Pages | 商品交期: 最快1-2个工作天内

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简介目录

客户服务市场中的人工智慧预计到 2029 年将达到 1,384,688,000 美元，预测期内复合年增长率为 23.93%，而 2024 年为 473,659,000 美元。

人工智慧客户服务是一种人工解决方案，专门设计用于为任何组织中的消费者提供服务并与之互动。该服务允许公司随时与多个客户进行互动和查询，从而减少营业收益。这些服务也透过聊天和语音援助提供快速回应和便利服务，提高客户满意度。

预计全球线上零售额的成长将推动客户服务中人工智慧的需求。在零售业，人工智慧客服为客户提供方便快速的支持，提升客户体验。这些服务还可以帮助企业降低营运成本并增加客户获取。美国人口普查局报告称，过去几季美国电子商务（线上零售）销售额持续成长。 2023 年第三季电子商务销售额约为 2,797.39 亿美元，2023 年第四季增至 2,832.93 亿美元，2024 年第一季最终达到 2,892.4 亿美元，达到 10,000 美元。

此外，随着机器学习、自然语言处理和其他人工智慧解决方案的日益采用，该市场预计将呈指数级增长，以理解和破解客户行为并提供量身定制的帮助。此外，积极努力增强虚拟助理和基于语音的通信，并与客户建立即时连接，正在为市场创造新的成长前景。

客户服务中的人工智慧市场驱动力

  • 网路世界的日益普及预计将推动客户服务市场对人工智慧的需求。

全球人工智慧客户服务市场开拓的关键驱动力之一与个人网路的日益普及有关。随着网路存取的增加，金融和零售等企业正在线上平台上建立业务。线上业务的成长带动了各种快节奏的客户服务成长，例如聊天机器人和虚拟助理。

电讯（ITU）在报告中指出，世界人口的网路普及率正在不断提高。根据这份报告，到2021年，大约有49亿人口将能够使用互联网，到2022年将扩大到大约51亿，到2023年将达到54亿。

美国地区预计将拥有相当大的市场占有率。美国是领先的人工智慧采用者之一。随着机械进步和各工业领域不断进步的趋势，对聊天机器人、生成式人工智慧、虚拟援助等人工智慧服务解决方案的需求预计将进一步大幅扩张。银行、零售和医疗保健等关键产业的人工智慧采用预计将出现显着成长，并透过持续推动各种工业业务数位化的企业进一步加强。

由于精通科技的人口不断增长，美国的数位客户参与度也在上升。 Verint 的 2023 年数位客户体验状况报告在美国各地进行了 2,000 多项调查，以了解客户对品牌参与的偏好，结果发现，18 岁至44% 的受访者中，53% 至44% 的受访者更喜欢数位管道，47% 的受访者更喜欢电话。这种程度的参与激励公司采取更广泛的以客户为中心的方法来提供无缝的客户体验。

同样，美国零售品牌也在选择人工智慧和其他新解决方案，以更好地了解客户资讯并防止损失。根据美国零售联合会对 177 个美国品牌进行的 2023 年全国零售安全调查，37% 的受访者投资了用于诈欺检测分析的AI 相关技术。

美国是技术创新中心，人工智慧领域的利润丰厚投资正在为这些技术提供新的成长前景。美国的多家人工智慧供应商正在投资推出和创新。例如，2023 年 8 月，Freshworks Inc. 宣布推出一款人工智慧驱动的“客户服务套装”，整合了代理驱动的对话式通讯、自动票务管理和自助服务机器人。

客户服务AI市场的限制因素

  • 消费者资料隐私和安全问题可能会阻碍人工智慧在客户服务市场的成长。

对资料隐私和安全的担忧影响了人工智慧客户服务，导致资料外洩和个人资料滥用，降低了消费者的信任。日益严格的资讯隐私法规限制了资讯收集和使用，阻碍了人工智慧在客户服务中的改进和部署。此外，实施严格的资料安全措施并遵守法规将增加人工智慧客服解决方案的营运成本。

人工智慧在客户服务领域的主要市场开拓：

  • 2024 年 6 月 - Target 宣布计划在 2024 年 8 月之前为商店团队成员建立一款名为 Store Companion 的新 GenAI 设备。其由 GenAI 驱动的聊天机器人透过回答工作处理问题、指导新团队的人员以及支援商店营运管理来提供协助。目标是透过简化团队的工作、更有效地工作、提供更快的服务和提高客户参与度来升级购物体验。

客户服务中的人工智慧主要市场参与企业：

  • IBM - IBM 是人工智慧客户服务解决方案的参与企业，提供人工智慧驱动的聊天机器人来改善客户体验。 IBM Watson Assistant 旨在透过分析客户互动和识别模式来改善客户体验、减少等待时间、提高专业生产力并提供有用的知识，从而减少人工代理的工作量。
  • Aisera-Aisera是一家全球人工智慧客户服务解决方案供应商，策略性定位为快速成长的人工智慧客户服务市场的参与企业。该公司独特的解决方案包括 Aisera 的 Enterprise AI Copilot，这是一款与 AiseraGPT 结合的重要人工智慧工具，可实现跨语音和数位管道的多语言、个人化对话。
  • Vonage - Vonage 的对话式 AI 专为企业设计，旨在增强客户沟通并提高竞争优势。该公司提供各种人工智慧服务，包括语音辨识、自然语言理解和文字转语音，使公司能够创建客自订的人工智慧应用程式。

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
  • 相关人员的主要利益

第二章调查方法

  • 研究设计
  • 调查过程

第三章执行摘要

  • 主要发现

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
  • 分析师观点

第五章 客户服务中的人工智慧市场：依技术分类

  • 介绍
  • 聊天机器人
  • 虚拟援助
  • 基于生成人工智慧的常见问题解答
  • 来自客户的资料洞察

第六章 客户服务中的人工智慧市场：依部署分类

  • 介绍
  • 云
  • 本地
  • 混合

第七章 客户服务中的人工智慧市场：依应用分类

  • 介绍
  • 金融
  • 科技公司
  • 政府
  • 零售
  • 医疗保健
  • 款待
  • 其他的

第八章 客户服务中的人工智慧市场：按地区

  • 介绍
  • 北美洲
    • 依技术
    • 按发展
    • 按用途
    • 按国家/地区
  • 南美洲
    • 依技术
    • 按发展
    • 按用途
    • 按国家/地区
  • 欧洲
    • 依技术
    • 按发展
    • 按用途
    • 按国家/地区
  • 中东/非洲
    • 依技术
    • 按发展
    • 按用途
    • 按国家/地区
  • 亚太地区
    • 依技术
    • 按发展
    • 按用途
    • 按国家/地区

第九章竞争环境及分析

  • 主要企业及策略分析
  • 新兴参与企业和巨大的盈利
  • 合併、收购、协议和合作
  • 竞争对手仪表板

第十章 公司简介

  • Aisera
  • Vonage America, LLC
  • Nuance Communications, Inc.
  • NitroBots（iCumulus Pty Ltd）
  • Tiledesk
  • Nokia
  • IBM
  • Amelia US LLC
  • Zendesk
  • CallMiner
  • Convin
  • Enthu.AI
  • NICE
  • Verint
  • Bright Pattern, Inc.
简介目录
Product Code: KSI061616799

The AI in customer service market is projected to grow at a CAGR of 23.93% over the forecast period, from US$473.659 million in 2024 and is expected to reach US$1,384.688 million by 2029.

AI customer service is a type of artificial solution designed especially to provide and interact with the consumers of any organization. The services offer a reduction in the company's operating revenue, as this can interact with multiple customers or inquiries at any given time. These services also improve customer satisfaction, offering a quick response and convenient services through chat or voice assistance.

The increase in global online retail sales is forecasted to boost the demand for AI customer services. In the retail industry, AI customer services offer convenient and quick customer support, enhancing the customer experience. These services also help businesses reduce operating costs and increase customer acquisitions. The US Census Bureau reported that the nation's e-commerce or online retail sales continually expanded over the past few quarters. The e-commerce sales in the third quarter of 2023 were recorded at about US$279.739 billion, which increased to US$283.293 billion in the fourth quarter of 2023, finally reaching US$289.204 billion in the first quarter of 2024.

Further, the market is anticipated to develop exponentially, which is inferable to the rising adoption of machine learning, natural language processing, and other AI solutions to understand and decipher client behavior and offer personalized assistance to them. In addition, favorable efforts to bolster virtual assistant and voice-based communication in establishing real-time connections with customers have provided new growth prospects for the market.

AI IN CUSTOMER SERVICE MARKET DRIVERS:

  • An increase in the global accessibility of the internet is expected to boost the demand for the AI in customer service market.

One of the primary drivers for the development of the global AI customer services market can be connected to the expanding accessibility of the Internet among individuals. With the increase in internet accessibility, businesses like finance, retail, and others have marked their presence on online platforms. These increases in online businesses create the growth of various fast-paced customer services, like chatbots and virtual assistants.

The International Telecommunication Union (ITU) stated in its report that the internet availability among the globe's population has increased constantly. According to the information, approximately 4.9 billion of the population had the availability of the Internet in 2021, which expanded to around 5.1 billion in 2022 and advanced to 5.4 billion in 2023.

The United States region is expected to have a considerable market share. The United States is one of the major AI-adopting countries. With the continuous trend of mechanical progressions and advancements over different industry verticals, the necessity for AI service solutions such as chatbots, generative AI, and virtual assistance is additionally anticipated to provide positive expansion. Major divisions such as banking, retail, and healthcare are expected to witness noteworthy growth in AI adoption, further bolstered by continuous ventures to drive the digitization of various industrial businesses.

Besides, digital client engagement is on the rise in the United States, accelerated by the increasing tech-savvy population. According to Verint's "2023 State of Digital Customer Experience" report, in which more than 2,000 surveys across the US were conducted to determine customers' preferences for brand engagement, 53% of the respondents aged 18 to 44 preferred digital channels, and 47% preferred phones. Such high engagement has motivated companies to adopt a much wider customer-centric approach to providing a seamless customer experience.

Likewise, retail brands in the United States are also opting for AI and other emerging solutions to better understand their customer's references and prevent loss. According to the "2023 National Retail Security Survey" conducted by the National Retail Federation and covering 177 US brands, 37% of the respondents are investing in AI-related technologies for fraud detection analytics, while 15% have already started implementing them.

The USA is the hub for technological innovations, and favorable investment in artificial intelligence has provided new growth prospects for such technology. Various US-based AI providers are investing in launches and innovations. For instance, in August 2023, Freshworks Inc. launched its AI-powered "Customer Service Suit" that integrates agent-led conversational messaging, automated ticketing management, and self-service bots.

AI IN CUSTOMER SERVICE MARKET RESTRAINTS:

  • Data privacy and security concerns among consumers could hinder the AI in customer service market growth.

Data privacy and security concerns are affecting AI customer service due to high-profile breaches and abuse of personal data, which is decreasing consumer trust. Stricter information privacy regulations restrain information collection and utilization, preventing AI customer service improvement and deployment. Moreover, executing vigorous data security measures and complying with regulations increases the operational costs of AI customer service solutions.

AI in Customer Service Key Market Developments:

  • June 2024- Target released plans to establish a new GenAI device called Store Companion to its store team members by August 2024. Their GenAI-powered chatbot assists by replying to on-the-job handle questions, coaching new team individuals, and supporting store operations management. The objective is to simplify the teams' jobs, permitting them to work more effectively, offer quicker service, and upgrade the shopping experience by improving visitor engagement.

AI in Customer Service Key Market Players:

  • IBM- BM is the leading player in AI customer service solutions and provides AI-powered chatbots that enhance customer experience. IBM Watson Assistant is an AI-powered virtual assistant from IBM developed to improve client experience, decrease wait times, progress specialist productivity, and give profitable bits of knowledge by analyzing client interactions and recognizing patterns, subsequently decreasing human agents' workload.
  • Aisera- The company is a global provider of AI-powered customer service solutions and has strategically positioned itself as a key player in the rapidly growing AI in customer service market. The company's unique solution includes Aisera's Enterprise AI Copilot, an essential AI tool coupled with AiseraGPT that enables multilingual and personalized conversations across voice and digital channels.
  • Vonage- Vonage conversational AI is specifically designed for businesses to enhance their customer communication and improve their competitive advantage. The company offers various AI services, including speech recognition, natural language understanding, and text-to-speech, empowering businesses to create custom AI applications.

Market Segmentation:

AI in Customer Service Market is segmented and analyzed as below:

By Technology

  • Chatbots
  • Virtual Assistance
  • Generative AI-based FAQs
  • Data Insights from Customers

By Deployment

  • Cloud
  • On-Premise
  • Hybrid

By Application

  • Finance
  • Technology Company
  • Government
  • Retail
  • Healthcare
  • Hospitality
  • Others

By Geography

  • North America
  • USA
  • Canada
  • Mexico
  • South America
  • Brazil
  • Argentina
  • Others
  • Europe
  • Germany
  • France
  • United Kingdom
  • Spain
  • Others
  • Middle East and Africa
  • Saudi Arabia
  • UAE
  • Israel
  • Others
  • Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Indonesia
  • Taiwan
  • 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
  • 1.8. Key benefits for the stakeholders

2. RESEARCH METHODOLOGY

  • 2.1. Research Design
  • 2.2. Research Process

3. EXECUTIVE SUMMARY

  • 3.1. Key Findings

4. MARKET DYNAMICS

  • 4.1. Market Drivers
  • 4.2. Market Restraints
  • 4.3. Porter's Five Forces 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
  • 4.5. Analyst view

5. AI IN CUSTOMER SERVICE MARKET BY TECHNOLOGY

  • 5.1. Introduction
  • 5.2. Chatbots
  • 5.3. Virtual Assistance
  • 5.4. Generative AI-based FAQs
  • 5.5. Data Insights from Customers

6. AI IN CUSTOMER SERVICE MARKET BY DEPLOYMENT

  • 6.1. Introduction
  • 6.2. Cloud
  • 6.3. On-Premise
  • 6.4. Hybrid

7. AI IN CUSTOMER SERVICE MARKET BY APPLICATION

  • 7.1. Introduction
  • 7.2. Finance
  • 7.3. Technology Company
  • 7.4. Government
  • 7.5. Retail
  • 7.6. Healthcare
  • 7.7. Hospitality
  • 7.8. Others

8. AI IN CUSTOMER SERVICE MARKET BY GEOGRAPHY

  • 8.1. Introduction
  • 8.2. North America
    • 8.2.1. By Technology
    • 8.2.2. By Deployment
    • 8.2.3. By Application
    • 8.2.4. By Country
      • 8.2.4.1. USA
      • 8.2.4.2. Canada
      • 8.2.4.3. Mexico
  • 8.3. South America
    • 8.3.1. By Technology
    • 8.3.2. By Deployment
    • 8.3.3. By Application
    • 8.3.4. By Country
      • 8.3.4.1. Brazil
      • 8.3.4.2. Argentina
      • 8.3.4.3. Others
  • 8.4. Europe
    • 8.4.1. By Technology
    • 8.4.2. By Deployment
    • 8.4.3. By Application
    • 8.4.4. By Country
      • 8.4.4.1. Germany
      • 8.4.4.2. France
      • 8.4.4.3. United Kingdom
      • 8.4.4.4. Spain
      • 8.4.4.5. Others
  • 8.5. Middle East and Africa
    • 8.5.1. By Technology
    • 8.5.2. By Deployment
    • 8.5.3. By Application
    • 8.5.4. By Country
      • 8.5.4.1. Saudi Arabia
      • 8.5.4.2. UAE
      • 8.5.4.3. Israel
      • 8.5.4.4. Others
  • 8.6. Asia Pacific
    • 8.6.1. By Technology
    • 8.6.2. By Deployment
    • 8.6.3. By Application
    • 8.6.4. By Country
      • 8.6.4.1. China
      • 8.6.4.2. Japan
      • 8.6.4.3. India
      • 8.6.4.4. South Korea
      • 8.6.4.5. Indonesia
      • 8.6.4.6. Taiwan
      • 8.6.4.7. Others

9. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 9.1. Major Players and Strategy Analysis
  • 9.2. Emerging Players and Markey Lucrativeness
  • 9.3. Mergers, Acquisitions, Agreements, and Collaborations
  • 9.4. Competitive Dashboard

10. COMPANY PROFILES

  • 10.1. Aisera
  • 10.2. Vonage America, LLC
  • 10.3. Nuance Communications, Inc.
  • 10.4. NitroBots (iCumulus Pty Ltd)
  • 10.5. Tiledesk
  • 10.6. Nokia
  • 10.7. IBM
  • 10.8. Amelia US LLC
  • 10.9. Zendesk
  • 10.10. CallMiner
  • 10.11. Convin
  • 10.12. Enthu.AI
  • 10.13. NICE
  • 10.14. Verint
  • 10.15. Bright Pattern, Inc.