AI chatbots are based upon natural language processing, which
allows them to perform human-like conversations and help customers in real-time
process. They also assist call centers in understanding business intelligence regarding
customer preferences, opinions and buying pattern. The data gathered from
chatbots allows businesses to offer dynamic recommendations and individualized
customer experience. Applying AI in the call center industry is a major success
for customers who require self-service options. It can assist customers obtain right
information at the right time, which saves time and effort spent on service
calls, rising efficiency of the call centers. The rising amount of data
generation, surging demand of AI in a call center to improve customer support
services and the rising number of customer engagement platforms such as email, social
media and websites are the major factors which are propelling the growth of the
artificial intelligence (AI) in call center market. The surging number of
smartphone users is escalating the demand for 24 hours customer support
services, which in turn, is increasing the requirement for artificial
intelligence in a call center to improve customer experience, engagement and
satisfaction. In addition to this, the rising adoption of AI-enabled call
center solutions among various industries such as healthcare, BFSI, telecom and
retail sector, to offer seamless, faster and precise experience to their
customers at any time, is further fueling the growth of the artificial
intelligence (AI) in call center market. In addition, the technological
advancements in call center solutions and services by utilizing advanced
technology such as machine learning, natural language processing (NLP) and deep
learning is also boosting the market growth of artificial intelligence (AI) in
call center. Moreover, the adoption of various trending
technologies such as IoT devices, 5G and
the cost-efficiency and flexibility, provided by cloud-based arrangement,
further influence the market. Major part of the call center AI solutions are
getting adopted over cloud as it provides benefits, for instance, minimum cost
of establishment and support, higher adaptability, availability to continuing
data and better business effectiveness, when compared to on-premises
arrangements. Apart from this, the factors such as data security and privacy issues
as well as the dearth of skilled professionals are the key factors restraining
the growth of artificial intelligence (AI) in
call center market across the world.
Further,
urbanization and digitization, and acceptance of advanced technology also positively
impact the artificial intelligence (AI) in call
center market. Besides, the incorporation of gesture recognition with
AI-Based chatbots or Ivas will create opportunities for the artificial intelligence (AI) in call center
market growth.
The
global Artificial Intelligence (AI) in Call Center Market is segregated on the
basis of Component as Solutions, Services and Compute Platform. Based on Deployment
the global Artificial Intelligence (AI) in Call Center Market is segmented in On-premises
and Cloud. Based on Industry Vertical the global Artificial Intelligence (AI)
in Call Center Market is segmented in BFSI, Retail and eCommerce, Healthcare, IT
& Telecom, Manufacturing, Media & Entertainment, Education and Others.
The
global Artificial Intelligence (AI) in Call Center Market report provides
geographic analysis covering regions, such as Europe, North America, Asia
Pacific, and Rest of The World. The Artificial Intelligence (AI) in Call Center
Market for each region is further segmented for major countries including the
U.S., Canada, Germany, the U.K., France, Italy, China, India, Japan, Brazil,
South Africa, and others.
Competitive Analysis
Inbenta
Technologies, IBM, Google, Creative Virtual, EdgeVerve Systems and others are
among the major players in the global Artificial Intelligence (AI) in Call
Center Market. The companies studied in terms of product strategy and various n
several growth and expansion strategies to gain a competitive edge in the
market. The major players not only follow value chain integration with business
operations in multiple stages of the value chain.
- In May
2019, Microsoft Corporation started an Africa Development Center (ADC) in
Nairobi, Kenya and Lagos, Nigeria, as its investment for cloud innovations in
Africa. The Africa Development Center is the first Global Development Center in
Africa with an integrated estimated investment of US $100 million over the
first five years of operation.
- In Apr
2019, Google LLC introduced a beta version of the AI platform for its Contact
Center AI. This version utilizes tools such as Dialogflow and Google’s
text-to-speech potential, which enable its user to create a virtual agent. The
company also declared to launch an end-to-end AI platform to provide data
scientists and developers, an end-to-end service for testing, building and
deploying their own models.
The global Artificial Intelligence (AI) in Call
Center Market has been segmented as below:
Artificial
Intelligence (AI) in Call Center Market, By Component
- Solutions
- Services
- Compute Platform
Artificial
Intelligence (AI) in Call Center Market, By Deployment
Artificial
Intelligence (AI) in Call Center Market, By Industry Vertical
- BFSI
- Retail and eCommerce
- Healthcare
- IT & Telecom
- Manufacturing
- Media & Entertainment
- Education
- Others
Artificial
Intelligence (AI) in Call Center Market, By Region
- Europe
- North America
- Asia Pacific
- Rest of The World
Artificial
Intelligence (AI) in Call Center Market, By Company
- Inbenta Technologies
- IBM
- Google
- Creative Virtual
- EdgeVerve Systems
- Microsoft
- Oracle
- SAP
- AWS
- Nuance Communications
- Avaya
- Haptik
- Artificial Solutions
- Zendesk
- Conversica
- Rulai
- Kore.ai
- Pypestream
- Avaamo
- Talkdesk
- NICE inContact
The
report covers the below scope:
Global Artificial Intelligence (AI)
in Call Center Market sizes from 2020 to 2026, along with CAGR for 2020-2026
Market size comparison for 2019 vs
2026, with actual data for 2019, estimates for 2019 and forecast from 2020 to
2026
Global Artificial Intelligence (AI)
in Call Center Market trends, covering comprehensive range of consumer trends
& manufacturer trends
Value chain analysis covering
participants from raw material suppliers to the downstream buyer in the global Artificial
Intelligence (AI) in Call Center Market
Major market opportunities and
challenges in forecast timeframe to be focused
Competitive landscape with analysis
on competition pattern, portfolio comparisons, development trends and strategic
management
Comprehensive company profiles of
the key industry players
The
years considered for the study are as follows:
- Base year - 2019
- Estimated year - 2019
- Projected year - 2020
- Forecast period - 2021 to 2026
Report
Scope:
The global Artificial Intelligence (AI) in Call
Center Market report scope includes detailed study covering underlying factors
influencing the industry trends. The report covers analysis on regional and
country level market dynamics. The scope also covers competitive overview
providing company market shares along with company profiles for major revenue
contributing companies. The report scope includes detailed competitive outlook
covering market shares and profiles key participants in the global Artificial
Intelligence (AI) in Call Center Market share. Major industry players with
significant revenue share include Inbenta Technologies, IBM,
Google, Creative Virtual, EdgeVerve Systems and others.
Why to
Buy this Report:
- Gain detailed insights on the Artificial Intelligence (AI) in Call Center industry trends
- Find complete analysis on the
market status
- Identify the Artificial
Intelligence (AI) in Call Center Market opportunities and growth segments
- Analyse competitive dynamics by
evaluating business segments & product portfolios
- Facilitate strategy planning and
industry dynamics to enhance decision making
Target
Audience:
- The report targeted towards the existing players in
the industry is as follows:
- Market Manufacturers/Service
Providers
- Market Wholesale/Traders
- Investment and Financial
Institutions
Free
and Paid Customization based on the requirement