Marché mondial de l’intelligence artificielle (IA) pour les centres d’appels – Tendances et prévisions du secteur jusqu’en 2030

 Analyse et taille du marché de l'intelligence artificielle (IA) pour les centres d'appels

Le besoin croissant de meilleures capacités d'analyse des données pour répondre aux demandes des clients en temps réel et accroître l'engagement des clients via les médias sociaux va stimuler la demande d'intelligence artificielle (IA) pour les centres d'appels sur le marché . Les industries ont également compris qu'un meilleur service client peut contribuer à accroître la rentabilité. Par conséquent, les industries adoptent de manière agressive l'intelligence artificielle (IA) pour les centres d'appels afin d'améliorer le service client, contribuant ainsi à la croissance du marché de l'intelligence artificielle (IA) pour les centres d'appels.

Data Bridge Market Research analyse que le marché de l'intelligence artificielle (IA) des centres d'appels était évalué à 2 294,22 millions USD en 2022 et devrait atteindre la valeur de 7 553,36 millions USD d'ici 2030, à un TCAC de 15,70 % au cours de la période de prévision. En plus des informations sur le marché telles que la valeur du marché, le taux de croissance, les segments de marché, la couverture géographique, les acteurs du marché et le scénario du marché, le rapport de marché organisé par l'équipe de Data Bridge Market Research comprend une analyse approfondie des experts, une analyse des importations/exportations, une analyse des prix, une analyse de la consommation de production et une analyse des pilon.

Portée et segmentation du marché de l'intelligence artificielle (IA) pour les centres d'appels

Définition du marché

L'intelligence artificielle (IA) des centres d'appels fait référence à une application spécialisée de l'intelligence artificielle (IA) pour l'engagement client qui aide à programmer les opérations commerciales. Les clients s'engagent à résoudre leurs problèmes sans avoir besoin d'agents spécialisés pour communiquer avec les consommateurs. L'intelligence artificielle (IA) suggère des solutions en fonction du problème présenté par le consommateur. La plainte est envoyée à un agent humain si les difficultés persistent.

Marché mondial de l'intelligence artificielle (IA) pour les centres d'appels

Conducteurs

• Préférence croissante pour les solutions de centre de contact basées sur le cloud

L'utilisation croissante des centres de contact basés sur le cloud devrait augmenter la demande d'intelligence artificielle (IA) des centres d'appels et accroître encore le taux de croissance du marché de l'intelligence artificielle (IA) des centres d'appels. Les agents peuvent accéder en temps réel aux informations sur les consommateurs depuis n'importe quel endroit grâce aux technologies basées sur le cloud. De plus, les solutions d'IA des centres d'appels basées sur le cloud n'ont pas besoin de travailleurs à temps plein pour travailler physiquement ; cette technologie permet aux agents de travailler de n'importe où. Les fournisseurs d'intelligence artificielle (IA) des centres d'appels forment une architecture fonctionnelle dans laquelle le traitement de l'infrastructure de l'utilisateur final est séparé entre deux sites.

• Besoin croissant d'automatiser le service client

Consumer care executives are now creating closer consumer relationships to deliver long-term value for firms. As per the study, approx., more than 60% of industries are improving their data analysis, which is significant for providing better consumer experience. Now businesses and companies have more access to modified client data for better experiences owing to artificial intelligence (AI) and machine learning (ML) technologies. For instance, artificial intelligence (AI) social media can quickly help clients to solve their own problems. Business process automation will also improve overall organizational performance of employee and agility by providing actionable data for consumer insights.

Opportunities

• Increasing development in customer engagement

With the proliferation of platforms, such as Twitter, Facebook and WhatsApp, the reach of social channels has developed exponentially. For instance, in April 2023, Facebook alone had around 3 billion monthly active users. Consumers resort to these online platforms to find data and participate in communities to solve service issues. They progressively trust on social media to learn about companies or brands, especially millennial consumers and the young generation. Therefore, organizations have planned to make productive use of social channels, to advance customer engagement. This would help accelerate the call center artificial intelligence (AI) market and will likely to generate ample and new opportunities for the market growth in the forecast period.

Restraints

• Issues associated with privacy and

Data security and privacy concerns and preference for online chat over chatbots are some of the major factors among other which are expected to obstruct the growth of the center artificial intelligence (AI) market. Lack of unsupervised learning and skilled employees are projected to challenge the center artificial intelligence (AI) market in the forecast period of 2023-2030.

This call center artificial intelligence (AI) market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the call center artificial intelligence (AI) market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

COVID-19 Impact on Call Center Artificial Intelligence (AI) Market

The outbreak of COVID-19 had a positive impact on the call center artificial intelligence (AI) market. The overall call volume to call centers raised considerably during pandemic. According to the report, call center artificial intelligence (AI) witnessed over 300% more calls than usual during the initial stages of pandemic. Whereas IBM Watson Assistant witnessed growth over 60% in monthly active consmusers from January to December 2020. This led industries in investing for software to improve the efficiency of redundant tasks and automate processes.

Recent Development

• In January 2023, Sprinklr announced its partnership with Google Cloud. This partnership will aid enterprises to reimagine its consumer experience management strategies. This partnership will also help Sprinklr to grow awareness among its joint customers and accelerate its go-to-market strategy.
• In September 2021, Leidos partnered with Nuance Omnichannel Conversational AI Platform. This partnership will help to improve digital patient engagement solutions for healthcare companies. Leidos develops solutions using Nuance's AI technology, which advances their customers' assignments to improve outcomes, care quality and costs, by building tailored solutions for digital patient engagement.

Global Call Center Artificial Intelligence (AI) Market Scope

The call center artificial intelligence (AI) market is segmented on the basis of component, application, organization size, deployment mode and end-user. The growth amongst these segments will help you analyze meagre growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.

Component

• Solutions
• Services

Application

• Workforce Optimization
• Predictive Call Routing
• Journey Orchestration
• Agent Performance Management
• Sentiment Analysis
• Appointment Scheduling

Organization Size

• SME
• Large Enterprises

Deployment Mode

• Cloud
• On-Premises

End Use

• BFSI
• Retail & E-Commerce
• Media & Entertainment
• Healthcare
• IT & Telecom
• Travel & Hospitality

Call Center Artificial Intelligence (AI) Market Regional Analysis/Insights

The call center artificial intelligence (AI) market is analyzed and market size insights and trends are provided by country, component, application, organization size, deployment mode and end-user as referenced above.

The countries covered in the call center artificial intelligence (AI) market report are U.S., Canada and Mexico in North America, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, Israel, Egypt, South Africa, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America.

North America dominates the call center artificial intelligence (AI) market because of increasing business automation among end user industries. The rapid technological developments and presence of global vendors within the regionwill likely to boost the market growth.

Asia-Pacific will continue to project the highest compound annual growth rate during the forecast period of 2023-2030 due to economic growth in this region. The presence of major market players and the increased spending on call centers to deliver efficient services across industries will likely boost market growth in the region.

The country section of the report also provides individual market impacting factors and changes in market regulation that impact the current and future trends of the market. Data points like down-stream and upstream value chain analysis, technical trends and porter's five forces analysis, case studies are some of the pointers used to forecast the market scenario for individual countries. Also, the presence and availability of Global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of domestic tariffs and trade routes are considered while providing forecast analysis of the country data.   

Competitive Landscape and Call Center Artificial Intelligence (AI) Market Share Analysis

The call center artificial intelligence (AI) market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, Global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies' focus related to call center artificial intelligence (AI) market.

Some of the major players operating in the call center artificial intelligence (AI) market are:

• Oracle (U.S.)
• IBM (U.S.)
• RACKSPACE TECHNOLOGY, (U.S.)
• Microsoft (U.S.)
• VMware, Inc., (U.S.)
• Dell Inc., (U.S.)
• Redcentric plc (U.K.)
• Google LLC (U.S.)
• Cisco Systems, Inc. (U.S.)
• Red Hat, Inc. (U.S.)
• Getronics (Netherlands)
• Hewlett Packard Enterprise Development LP (U.S.)
• CenturyLink (U.S.)
• NEC Corporation (Japan)
• Joyent, Inc., (U.S.)
• AT&T Intellectual Property (U.S.)
• Citrix Systems, Inc. (U.S.)
• NTT DATA Corporation (Japon)

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