呼叫中心运营中人工智能的全球市场（2023-2030）：按组件（计算平台/解决方案）、行业（能源/公用事业）和部署（本地/云）划分的规模、份额、增长分析和预测

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个工作天内

价格

简介目录

预测期内，全球呼叫中心运营中人工智能的市场规模将以21.3% 的复合年增长率增长，从2021 年的13.2 亿美元和2022 年的16 亿美元增至2030 年的75 亿美元。

人工智能在呼叫中心运营中变得越来越普遍，因为它可以减少运营人员并提供个性化的客户体验。全球领先的公司正在利用人工智能来分析客户情绪、座席绩效和关键问题领域，以创造更强大的支持体验。人工智能可以自动执行重复性任务，例如安排预约、处理付款和解决简单的客户问题。这使得客服人员能够专注于更复杂的任务并提供更好的客户服务。人工智能还可以分析呼叫中心数据，识别趋势和模式，帮助管理人员提高呼叫中心绩效。在呼叫中心利用人工智能的另一种方式是聊天机器人。聊天机器人是一种可以模拟与人类对话的计算机程序。它可以用来回答客户问题、提供支持，甚至销售产品。聊天机器人可以帮助减少客服人员必须处理的呼叫数量，使他们能够专注于更复杂的任务。

由于客户参与策略的传播，呼叫中心业务市场正在增长。在数字时代，企业、品牌和个人影响者认识到通过社交媒体平台与客户建立联繫的重要性。为了改善客户体验和参与度，企业正在将重点从电子邮件和消息等传统客户支持方法转移到人工智能驱动的聊天机器人。

在本报告中，我们调查了全球呼叫中心业务中的人工智能市场，并提供了市场概况、影响市场的各种因素分析、技术和创新趋势、法律和监管环境、变化和趋势。市场规模的预测以及各种分类。 □总结了按地区划分的情况、竞争状况、主要公司的概况等。

内容

执行摘要
调查方法
母公司市场分析
市场概况
市场规模
市场动态
- 驱动程序
- 机会
- 制约因素
- 任务
主要市场洞察
- 技术分析
- 价格分析
- 供应链分析
- 价值链分析
- 市场生态系统
- 知识产权分析
- 贸易分析
- 启动分析
- 原材料分析
- 创新矩阵
- 管道产品分析
- 宏观经济指标
- 主要投资分析
- 关键成功因素
- 争用程度
市场动态和前景
- 市场动态
  - 驱动程序
  - 机会
  - 制约因素
  - 任务
监管状况
波特的分析
Skyquest 对未来颠覆的特殊洞察
全球呼叫中心运营中的人工智能市场：按组成部分
- 市场概况
- 计算平台
- 解决方案
- 服务及其他
全球呼叫中心运营中的人工智能市场：按行业划分
- 市场概况
- 能源
- 实用程序
- 运输和物流
- 製造业
- CE产品
全球呼叫中心运营中的人工智能市场：按部署划分
- 市场概况
- 本地
- 云
全球呼叫中心运营中的人工智能市场：按地区划分
- 市场概况
- 北美
- 欧洲
- 亚太地区
- 拉丁美洲
- 中东和非洲
- 竞争格局
  - 排名前 5 名的公司比较
  - 主要公司的市场定位
  - 各大公司的招聘策略
  - 关键成功策略
  - 近期市场活动
  - 主要公司的市场份额
- 主要公司简介
  - 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.

简介目录

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