글로벌 콜센터 인공지능(AI) 시장 – 2030년까지의 산업 동향 및 예측

 콜센터 인공지능(AI) 시장 분석 및 규모

실시간으로 고객 문의에 대응하고 소셜 미디어를 통해 고객 참여를 늘리기 위한 더 나은 데이터 분석 기능에 대한 필요성이 커지면서 시장에서 콜센터 인공지능(AI)에 대한 수요가 증가할 것입니다 . 업계는 또한 향상된 고객 서비스가 수익성 증가에 도움이 될 수 있음을 이해했습니다. 따라서 업계는 고객 서비스를 늘리기 위해 콜센터 인공지능(AI)을 적극적으로 도입하여 콜센터 인공지능(AI) 시장 성장에 기여하고 있습니다.

Data Bridge Market Research는 콜센터 인공지능(AI) 시장이 2022년에 22억 9,422만 달러로 평가되었으며, 2030년까지 7,553.36만 달러에 도달할 것으로 예상되며, 예측 기간 동안 CAGR은 15.70%입니다. Data Bridge Market Research 팀이 큐레이팅한 시장 보고서에는 시장 가치, 성장률, 시장 세그먼트, 지리적 범위, 시장 참여자, 시장 시나리오와 같은 시장 통찰력 외에도 심층적인 전문가 분석, 수입/수출 분석, 가격 분석, 생산 소비 분석, 페슬 분석이 포함되어 있습니다.

콜센터 인공지능(AI) 시장 범위 및 세분화

시장 정의

콜센터 인공지능(AI)은 고객 참여를 위한 인공지능(AI)의 전문화된 응용 프로그램을 말하며, 비즈니스 운영을 프로그래밍하는 데 도움이 됩니다. 고객은 소비자와 소통하기 위한 전문 상담원이 필요 없이 문제를 해결합니다. 인공지능(AI)은 소비자가 제시한 문제에 따라 해결책을 제안합니다. 어려움이 지속되면 불만은 인간 상담원에게 전송됩니다.

글로벌 콜센터 인공지능(AI) 시장

운전자

• 클라우드 기반 컨택센터 솔루션에 대한 선호도 증가

클라우드 기반 컨택센터의 사용이 증가함에 따라 콜센터 인공지능(AI)에 대한 수요가 증가하고 콜센터 인공지능(AI) 시장 성장률이 더욱 확대될 것으로 추정됩니다. 상담원은 클라우드 기반 기술을 통해 어느 위치에서나 소비자 정보에 실시간으로 액세스할 수 있습니다. 게다가 클라우드 기반 콜센터 AI 솔루션은 물리적으로 일할 정규직 근로자가 필요하지 않습니다. 이 기술을 통해 상담원은 어디에서나 일할 수 있습니다. 콜센터 인공지능(AI) 공급업체는 최종 사용자 인프라 처리가 두 사이트로 분리되는 기능적 아키텍처를 형성합니다.

• 고객 서비스 자동화에 대한 필요성 증가

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(일본)

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