The market for artificial intelligence in call centres is anticipated to expand steadily at a CAGR of 13.5%, from US$ 3.6 billion in 2022 to US$ 6 billion in 2032. Major driving forces for the call centre AI market expansion include increasing client engagement on social media platforms, more data collecting through the Internet of Things (IoT), social media, and advancements in image technology.
The demand for sophisticated call centre software solutions has increased as businesses have become forced to replace outdated infrastructure to develop a more adaptable approach to customer interaction amid the COVID-19 epidemic. The effectiveness of customer engagement has traditionally been measured by the accuracy and promptness with which requests are met, which is fuelling demand for call centre AI.
The demand for faster response times and better customer experiences, as well as increasing data analytic capabilities, are affecting the global market for call centre AI. Furthermore, high installation and training expenses, as well as privacy and security issues, are impeding the growth of the call centre AI industry.
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In some circumstances, it could be difficult for a customer service agent to reply to client enquiries in real time because clients might not grasp the context of their inquiry. This has made the improvement of data analytics abilities necessary. The demand for enhanced data analytics skills is driving the growth of the call centre AI market globally. A surge in the desire among contact centres to include social media platforms like Facebook and Twitter to fulfil the organization’s aim of effective customer service programs is likely to give lucrative chances for call centre AI market expansion.
Social media platforms have developed into an essential part of contemporary enterprises. Every business has been stepping up its social media presence to more readily connect with its clients. Numerous developing countries are seeing population growth thanks to widespread internet access and high social media adoption rates. Because traditional customer care methods are no longer effective in the digital age, businesses must modernise how they interact with clients and address their issues on social media platforms.
Social media platforms are being used more often by customers to interact with businesses and share their experiences. Additionally, elements like a sizable clientele, a sizable number of SMEs, the rise of the e-commerce industry, and government initiatives that support business processes Social media platforms have developed into an essential part of contemporary enterprises.
Every business has been stepping up its social media presence to more readily connect with its clients. Numerous developing countries are seeing population growth thanks to widespread internet access and high social media adoption rates. Because traditional customer care methods are no longer effective in the digital age, businesses must modernise how they interact with clients and address their issues on social media platforms.
Social media platforms are being used more often by customers to interact with businesses and share their experiences. Additionally, elements like a sizable clientele, a sizable number of SMEs, the rise of the e-commerce industry, and government initiatives that support business processes.
Key Takeaways:
- The solutions from the call centre AI market are expected to grow at the fastest CAGR of 13.1% in the component sector.
- Cloud is expected to grow at a high rate in the deployment type sector of the call centre AI market, with a CAGR of 13.4%.
- The market size for call centre AI in the United States is expected to reach US$ 2.1 Billion by 2032, growing at a CAGR of 13.4% during the research period.
- UK is expected to reach a market size of US$ US$ 282.1 Billion in the call centre AI market by 2032, with a CAGR of 12.7% during the research period.
- China’s call centre AI market is expected to be worth US$ 346.4 Mn by 2032, with a CAGR of 13% over the forecast period.
- Japan is expected to have a market size for call centre AI of US$ 321.0 Mn by 2032, with a CAGR of 12.5% during the research period.
- By 2032, South Korea is expected to reach a market size of US$ 210.8 Mn in the call centre AI market, with a CAGR of 12.1% during the research period.
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Competitive Landscape:
Major vendors in the call centre AI market include IBM, Google, Microsoft, Oracle, and SAP.
- Microsoft inaugurated the Africa Development Centre (ADC) in Kenya and Nigeria in May 2019 as part of its commitment to cloud technologies across the continent.
- IBM and Regions Bank Corporation (US) teamed up in April 2019 to offer IBM Watson AI technology to help improve customer service and aid bankers in their daily duties. Regions Bank uses Watson Assistance in its contact centres to assist both customers and workers, ensuring a great customer experience.
- Google updated Dialogflow in February 2019 to make it more dependable, scalable, and accurate. Improved system entity recognition and language support are the two most significant changes. These enhancements are available in both Dialogflow versions (standard and enterprise).
Key Segments
By Component:
- Compute Platforms
- Solutions
- Services
- Training & Consulting Services
- System Integration & Deployment Services
- Support & Maintenance Services
By Deployment Type:
- On-premises
- Cloud
By Vertical:
- BFSI
- Media & Entertainment
- Retail & eCommerce
- Travel & Hospitality
- Telecom
- Healthcare
- Others (Automotive, Government, Manufacturing, Education, and Energy & Utilities)
By Region:
- North America
- Europe
- APAC
- Middle East and Africa (MEA)
- Latin Americ
Table of Content
1. Executive Summary | Call Center AI Market
1.1. Global Market Outlook
1.2. Summary of Statistics
1.3. Key Market Characteristics & Attributes
1.4. FMI Analysis and Recommendations
2. Market Overview
2.1. Market Coverage / Taxonomy
2.2. Market Definition / Scope / Limitations
3. Market Risks and Trends Assessment
3.1. Risk Assessment
3.1.1. COVID-19 Crisis and Impact on Call Center AI
3.1.2. COVID-19 Impact Benchmark with Previous Crisis
3.1.3. Impact on Market Value (US$ Million)
3.1.4. Assessment by Key Countries
3.1.5. Assessment by Key Market Segments
3.1.6. Action Points and Recommendation for Suppliers
3.2. Key Trends Impacting the Market
3.3. Formulation and Product Development Trends
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