コールセンターAI市場のCovid-19影響分析、コンポーネント、チャネルモード（電話、ソーシャルメディア、チャット）、アプリケーション（ワークフォース最適化、予測コールルーティング）、展開モード、業種、地域別 - 2027年までの世界市場予測

Call Center AI Market with Covid-19 Impact Analysis, By Component, Mode of Channel (Phone, Social Media, & Chat), Application (Workforce Optimization & Predictive Call Routing), Deployment Mode, Vertical and Region - Global Forecast to 2027

コールセンターAIの世界市場規模は、2022年の16億米ドルから2027年には41億米ドルに成長し、予測期間中の年間平均成長率（CAGR）は21.3％となる見通しです。コールセンターAI市場の成長を促進する主な要因は、強... もっと見る

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コールセンターAIの世界市場規模は、2022年の16億米ドルから2027年には41億米ドルに成長し、予測期間中の年間平均成長率（CAGR）は21.3％となる見通しです。コールセンターAI市場の成長を促進する主な要因は、強化されたカスタマーサポートサービスを提供するための組織によるAIの登場が、コールセンターAI市場の成長を促進していることです。さらに、ソーシャルメディアプラットフォームを通じた顧客エンゲージメントの増加や、モノのインターネット（IoT）、ソーシャルメディア、画像技術の進歩によるデータ生成の増加も、コールセンターAI市場の成長を促進する要因のひとつです。しかし、複雑なデータと教師なし学習アルゴリズムによる自律型バーチャルエージェントの自己学習は非常に難しい作業であるため、チャットボットの教師なし自己学習は、コールセンターAIソリューションの採用における大きな抑制要因となっています。
COVID-19が世界中に広がっているため、海外出張が多い人を抱えるグローバル組織は、重要なコミュニケーションにモバイルデバイスを活用することができます。組織は、コールセンターAIソリューションを活用して顧客の問い合わせにリアルタイムで対応することで、海外に住むユーザーの潜在的なリスクへの対処を維持することができます。コールセンターAI市場は、世界の製造業、サプライチェーン、物流に影響を与えている世界的なロックダウンにより、2020年には減速すると予想される。製造業、輸送・物流、小売・消費財の各分野が最も深刻な影響を受けています。また、必需品はロックダウンの対象外であるにもかかわらず、生産ライン、サプライチェーン、輸送に従事する人員が不足しているため、必需品の入手にも影響が出ています。2021年初頭には事態は収束に向かうと予想される。
予測期間中は、サービス分野が高いCAGRで成長すると予測される
サービス分野は、予測期間中、より高いCAGRで成長すると予測されています。これは、完全に管理されたコールセンターAIサービスを必要とするソリューションのインストールに必要な時間とコストを決定する必要性に起因することができます。コールセンターAIソリューションは、顧客との関係強化を保証し、初回コール解決率の向上と顧客体験の改善をもたらします。
予測期間中、大企業セグメントがより大きな市場シェアを占めると予測
2022年の市場シェアは、大企業セグメントがより大きなシェアを占めると推定される。大企業は、複雑なビジネスプロセスを効果的に管理し、顧客エンゲージメントを高めるためのソリューションに重点を置いています。したがって、これらの組織は、複雑な業務を効果的に管理するために、コールセンターAIソリューションを使用しています。中小企業セグメントは、ビジネスプロセスの強化、新規顧客の獲得、競争力の維持、支出管理の必要性が高まっていることから、予測期間中に高いCAGRを記録すると予測される。
ソーシャルメディア分野は、予測期間中に最も高いCAGRで成長すると予想されます。
ソーシャルメディア分野は、ブランドに関する顧客の認識を理解するのに役立つセンチメント分析に使用されるソーシャルメディアの需要が高まっているため、予測期間中に最も高いCAGRで成長すると推定されます。また、共有や「いいね！」を通じて、顧客サービスを迅速に増幅させることができます。2022年には、全世界でスマートフォンの普及が進んでいることから、電話によるチャネルが最大のシェアを占めると予想されます。
予測期間中は、クラウド分野がより大きな市場規模を占めると予想される
予測期間中は、クラウド分野がより大きな市場規模を占めると予想されます。クラウド技術は、導入が容易であり、必要資金も最小限に抑えられるという利点があるため、クラウド導入モデルの採用が進んでいます。拡張性があり、使いやすく、費用対効果の高いソリューションに対する需要の高まりが、市場におけるクラウドベースのコールセンターAIの需要を高めると予測される。コールセンターAIソリューションは、コールセンターAI市場におけるクラウド分野の成長を加速させると予想されます。さらに、クラウドベースのコールセンターAIソリューションは、従業員の生産性を向上させ、OPEXを節約するビジネスオペレーションを可能にします。したがって、クラウドベースの導入モードは、今後数年間で人気を博している。
予測型コールルーティングセグメントは、予測期間中に最も高いCAGRが見込まれる
予測的コールルーティング分野は、予測期間中に最も高いCAGRが予想される。予測コールルーティングアプリケーションは、コールセンターAI市場における既存のコールキューに適応することで、初回コンタクト解決（FCR）の高い可能性を確保し、エージェントに過剰な負担をかけないようにします。
予測期間中、BFSIセグメントが最大の市場規模を占めると予測される
BFSIセグメントは、予測期間中に最大の市場規模を保持すると予測されています。この垂直方向の成長は、金融機関によるコールセンターAIソリューションの採用が増加し、顧客との完璧な接続、顧客体験の向上、顧客解約の低減に貢献していることに起因している。この分野の成長は、顧客情報の保存と管理、顧客へのサービス提供の一方で、費用のかかる規制上の訴訟や不正行為による風評リスクから企業を保護する必要性が高まっていることに起因しています。
地域別では、アジア太平洋地域が予測期間中に最も高いCAGRを維持
アジア太平洋地域の市場は、先進技術の浸透、各国のGDPの上昇、コンタクトセンターのアウトソーシング事業の高密度化により、予測期間中に最も高いCAGRで成長すると予想されます。アジア太平洋地域は、中国、日本、インドなどの新興国からなり、多くのデータセンターの存在とBPO業務の高密度化により、コールセンターAIソリューションが大規模に展開されています。さらに、事業会社によるクラウドベースのコールセンターAIソリューションの需要は、同地域の顧客体験を向上させると予想されます。

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1 INTRODUCTION 43
1.1 OBJECTIVES OF STUDY 43
1.2 MARKET DEFINITION 43
1.2.1 INCLUSIONS AND EXCLUSIONS 43
1.3 MARKET SCOPE 44
1.3.1 MARKET SEGMENTATION 44
1.3.2 REGIONS COVERED 45
1.3.3 YEARS CONSIDERED 45
1.4 CURRENCY CONSIDERED 46
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2018–2020 46
1.5 STAKEHOLDERS 46
1.6 SUMMARY OF CHANGES 46
2 RESEARCH METHODOLOGY 48
2.1 RESEARCH DATA 48
FIGURE 1 CALL CENTER AI MARKET: RESEARCH DESIGN 48
2.1.1 SECONDARY DATA 49
2.1.2 PRIMARY DATA 49
TABLE 2 PRIMARY INTERVIEWS 49
2.1.2.1 Breakup of primary profiles 50
2.1.2.2 Key industry insights 50
2.2 MARKET BREAKUP AND DATA TRIANGULATION 51
FIGURE 2 DATA TRIANGULATION 51
2.3 MARKET SIZE ESTIMATION 52
FIGURE 3 CALL CENTER AI MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 52
2.3.1 TOP-DOWN APPROACH 52
2.3.2 BOTTOM-UP APPROACH 52
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY-SIDE): REVENUE FROM SOLUTIONS/SERVICES OF CALL CENTER AI MARKET 53
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY- APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CALL CENTER AI MARKET 53
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CALL CENTER AI MARKET 54
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CALL CENTER AI THROUGH OVERALL CALL CENTER AI SPENDING 55
2.4 MARKET FORECAST 56
TABLE 3 FACTOR ANALYSIS 56
2.5 COMPANY EVALUATION MATRIX METHODOLOGY 57
FIGURE 8 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE 57
2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY 58
FIGURE 9 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE 58
2.7 ASSUMPTIONS FOR STUDY 58
2.8 LIMITATIONS OF STUDY 60
2.9 IMPLICATIONS OF COVID-19 ON CALL CENTER AI MARKET 61
FIGURE 10 QUARTERLY IMPACT OF COVID-19 DURING 2020–2021 61
3 EXECUTIVE SUMMARY 64
TABLE 4 GLOBAL CALL CENTER AI MARKET SIZE AND GROWTH RATE,
2016–2021 (USD MILLION, Y-O-Y %) 66
TABLE 5 GLOBAL CALL CENTER AI MARKET SIZE AND GROWTH RATE,
2022–2027 (USD MILLION, Y-O-Y %) 66
FIGURE 11 CALL CENTER AI MARKET SNAPSHOT, BY COMPONENT 66
FIGURE 12 CALL CENTER AI MARKET SNAPSHOT, BY SOLUTION 66
FIGURE 13 CALL CENTER AI MARKET SNAPSHOT, BY SERVICE 67
FIGURE 14 CALL CENTER AI MARKET SNAPSHOT, BY PROFESSIONAL SERVICE 67
FIGURE 15 CALL CENTER AI MARKET SNAPSHOT, BY MODE OF CHANNEL 67
FIGURE 16 CALL CENTER AI MARKET SNAPSHOT, BY DEPLOYMENT MODE 68
FIGURE 17 CALL CENTER AI MARKET SNAPSHOT, BY ORGANIZATION SIZE 68
FIGURE 18 CALL CENTER AI MARKET SNAPSHOT, BY APPLICATION 68
FIGURE 19 CALL CENTER AI MARKET SNAPSHOT, BY VERTICAL 69
FIGURE 20 CALL CENTER AI MARKET SNAPSHOT, BY REGION 69
4 PREMIUM INSIGHTS 70
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN CALL CENTER AI MARKET 70
FIGURE 21 ADVENT OF AI IN CALL CENTER OFFERING ENHANCED CUSTOMER SUPPORT SERVICES AND EXPERIENCE TO DRIVE GROWTH OF MARKET 70
4.2 CALL CENTER AI MARKET: TOP THREE APPLICATIONS 70
FIGURE 22 PREDICTIVE CALL ROUTING SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 70
4.3 CALL CENTER AI MARKET: BY REGION 71
FIGURE 23 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2022 71
4.4 CALL CENTER AI MARKET IN NORTH AMERICA, BY TOP THREE APPLICATIONS AND MODE OF CHANNELS 72
FIGURE 24 PHONE MODE OF CHANNELS AND WORKFORCE OPTIMIZATION APPLICATION TO ACCOUNT FOR LARGEST SHARES IN CALL CENTER AI MARKET IN 2022 72
5 MARKET OVERVIEW AND INDUSTRY TRENDS 73
5.1 INTRODUCTION 73
5.2 MARKET DYNAMICS 73
FIGURE 25 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CALL CENTER AI MARKET 73
5.2.1 DRIVERS 74
5.2.1.1 Advent of AI in call center to offer enhanced customer support services and better experience 74
5.2.1.2 Rising development in customer engagement through social media platforms 74
5.2.1.3 Increased data generation 74
5.2.2 RESTRAINTS 75
5.2.2.1 Unsupervised learning 75
5.2.3 OPPORTUNITIES 75
5.2.3.1 Advancements in AI and ML to facilitate real-time actionable insights 75
5.2.3.2 Integration of gesture recognition with AI-based chatbots and IVAs 75
5.2.4 CHALLENGES 76
5.2.4.1 Data privacy and security concerns during pandemic 76
5.2.4.2 Lack of skilled workforce to articulate business operations 76
5.2.4.3 Preference for online chat over chatbots 76
5.2.4.4 Slow digitization across emerging economies 76
5.2.5 CUMULATIVE GROWTH ANALYSIS 77
5.3 INDUSTRY TRENDS 77
5.3.1 CALL CENTER AI MARKET: EVOLUTION 77
FIGURE 26 EVOLUTION OF CALL CENTER AI MARKET 77
5.3.2 ECOSYSTEM 79
FIGURE 27 CALL CENTER AI MARKET: ECOSYSTEM 79
5.3.3 SUPPLY CHAIN ANALYSIS 80
FIGURE 28 SUPPLY CHAIN ANALYSIS 80
TABLE 6 CALL CENTER AI MARKET: SUPPLY CHAIN 81
5.3.4 CALL CENTER AI MARKET: COVID-19 IMPACT 82
FIGURE 29 CALL CENTER AI MARKET TO WITNESS MINIMAL SLOWDOWN IN GROWTH IN 2020 83
5.3.5 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS OF CALL CENTER AI MARKET 84
FIGURE 30 CALL CENTER AI MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS 84
5.3.6 CASE STUDY ANALYSIS 85
5.3.6.1 Citibot used Amazon Lex to build conversational interfaces for text and voice applications 85
5.3.6.2 OSU University used Amazon Connect and QnABot to provide seamless experience across voice and chat for customers and agents 85
5.3.6.3 Oscar Health chose CXone Workforce Management Enterprise to minimize administrative burden and focus on scheduling and forecasting 86
5.3.6.4 PLDT turned to Oracle Digital Assistant running on Oracle Cloud Infrastructure to power its self-service chatbot 86
5.3.6.5 ECHO chose Oracle Digital Assistant to help improve customer experience 87
5.3.6.6 Firefly Health switched to Dialpad to get new information quickly 87
5.3.6.7 SolarZero used Dialpad to have a modern phone system that is highly reliable and does not drop calls 88
5.3.6.8 Standard Chartered used Avaya OneCloud to achieve personalized and consistent client service 88
5.3.6.9 Preferred Home Care used Avaya Cloud Office to be able to reach patients during an outage or other crisis 88
5.3.6.10 Vodafone selected Amazon Connect to simplify contact center operations by drawing on AI and ML 89
5.3.7 TECHNOLOGY ANALYSIS 89
5.3.7.1 ML and deep learning 89
5.3.7.2 Natural Language Processing 90
5.3.7.3 Automatic speech recognition 91
5.3.7.4 Cloud computing 91
5.3.8 PATENT ANALYSIS 91
5.3.8.1 Methodology 91
5.3.8.2 Document Type 92
TABLE 7 PATENTS FILED, 2018-2022 92
5.3.8.3 Innovation and patent applications 92
FIGURE 31 TOTAL NUMBER OF PATENTS GRANTED IN ONE YEAR, 2018–2022 92
5.3.8.4 Top applicants 93
FIGURE 32 TOP 10 COMPANIES WITH HIGHEST NUMBER OF PATENT APPLICATIONS, 2018–2022 93
5.3.9 PRICING MODEL ANALYSIS, 2021 93
TABLE 8 CALL CENTER AI MARKET: PRICING MODEL ANALYSIS, 2021 94
5.3.10 PORTER’S FIVE FORCES ANALYSIS 94
TABLE 9 IMPACT OF EACH FORCE ON CALL CENTER AI MARKET 95
FIGURE 33 PORTER’S FIVE FORCES ANALYSIS 95
5.3.10.1 Threat of new entrants 96
5.3.10.2 Threat of substitutes 96
5.3.10.3 Bargaining power of suppliers 96
5.3.10.4 Bargaining power of buyers 96
5.3.10.5 Rivalry among existing competitors 96
5.3.11 SCENARIO 97
TABLE 10 CRITICAL FACTORS TO IMPACT GROWTH OF CALL CENTER AI MARKET 97
5.4 REGULATORY IMPLICATIONS 97
5.4.1 GENERAL DATA PROTECTION REGULATION 97
5.4.2 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT 97
5.4.3 PAYMENT CARD INDUSTRY DATA SECURITY STANDARD 98
5.4.4 SARBANES-OXLEY ACT OF 2002 98
5.4.5 SOC 2 TYPE II COMPLIANCE 98
5.4.6 ISO/IEC 27001 98
5.4.7 THE GRAMM–LEACH–BLILEY ACT 99
5.5 KEY STAKEHOLDERS AND BUYING CRITERIA 99
5.5.1 KEY STAKEHOLDERS IN BUYING PROCESS 99
FIGURE 34 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS (%) 99
TABLE 11 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS (%) 99
5.5.2 BUYING CRITERIA 100
FIGURE 35 KEY BUYING CRITERIA 100
TABLE 12 KEY BUYING CRITERIA FOR CALL CENTER AI 100
5.6 KEY CONFERENCES & EVENTS IN 2022-2023 100
TABLE 13 CONTACT CENTER AI MARKET: DETAILED LIST OF CONFERENCES & EVENTS 100
5.7 REGULATORY LANDSCAPE 101
5.7.1 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 101
TABLE 14 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 101
TABLE 15 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 102
TABLE 16 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 102
TABLE 17 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 103
TABLE 18 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 103
6 CALL CENTER AI MARKET, BY COMPONENT 104
6.1 INTRODUCTION 105
6.1.1 CALL CENTER AI: COVID-19 IMPACT 105
FIGURE 36 SERVICES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD 106
TABLE 19 CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 106
TABLE 20 CALL CENTER AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 106
6.2 SOLUTIONS 107
FIGURE 37 PLATFORM SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD 107
TABLE 21 CALL CENTER AI MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 107
TABLE 22 CALL CENTER AI MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 108
6.2.1 PLATFORM 108
6.2.1.1 Rising demand for AI in call centers to enhance agent performance and enable customers 108
TABLE 23 PLATFORM: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 108
TABLE 24 PLATFORM: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 109
6.2.2 SOFTWARE TOOLS 109
6.2.2.1 Call center AI software helps in deeper understanding of customers across different contexts and channel modes 109
TABLE 25 SOFTWARE TOOLS: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 109
TABLE 26 SOFTWARE TOOLS: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 110
6.3 SERVICES 110
FIGURE 38 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 110
TABLE 27 CALL CENTER AI MARKET, BY SERVICE, 2016–2021 (USD MILLION) 111
TABLE 28 CALL CENTER AI MARKET, BY SERVICE, 2022–2027 (USD MILLION) 111
TABLE 29 SERVICES: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 111
TABLE 30 SERVICES: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 111
6.3.1 PROFESSIONAL SERVICES 112
FIGURE 39 SYSTEM INTEGRATION & IMPLEMENTATION SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 112
TABLE 31 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY TYPE,
2016–2021 (USD MILLION) 112
TABLE 32 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY TYPE,
2022–2027 (USD MILLION) 113
TABLE 33 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 113
TABLE 34 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 113
6.3.1.1 Training & consulting services 114
6.3.1.1.1 Training and consulting services help in initial phase of implementing call center AI 114
TABLE 35 TRAINING & CONSULTING SERVICES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 114
TABLE 36 TRAINING & CONSULTING SERVICES: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 114
6.3.1.2 Support & maintenance 115
6.3.1.2.1 Support & maintenance services help organizations understand changing business conditions and market trends 115
TABLE 37 SUPPORT & MAINTENANCE SERVICES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 115
TABLE 38 SUPPORT & MAINTENANCE SERVICES: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 115
6.3.1.3 System integration & implementation services 116
6.3.1.3.1 System integration & deployment services facilitate integration of devices and software and their deployment 116
TABLE 39 SYSTEM INTEGRATION & IMPLEMENTATION SERVICES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 116
TABLE 40 SYSTEM INTEGRATION & IMPLEMENTATION SERVICES: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 116
6.3.2 MANAGED SERVICES 117
6.3.2.1 Enterprises must ensure provision of certain services for their clients to maintain their market position 117
TABLE 41 MANAGED SERVICES: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 117
TABLE 42 MANAGED SERVICES: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 117
7 CALL CENTER AI MARKET, BY ORGANIZATION SIZE 118
7.1 INTRODUCTION 119
FIGURE 40 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD 119
TABLE 43 CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2016–2021 (USD MILLION) 119
TABLE 44 CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2022–2027 (USD MILLION) 120
7.2 LARGE ENTERPRISES 120
7.2.1 FOCUS ON SOLUTIONS TO EFFECTIVELY MANAGE COMPLEX BUSINESS PROCESSES TO ENHANCE CUSTOMER ENGAGEMENT 120
TABLE 45 LARGE ENTERPRISES: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 120
TABLE 46 LARGE ENTERPRISES: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 121
7.3 SMALL AND MEDIUM-SIZED ENTERPRISES 121
7.3.1 REDUCED OPERATIONAL COSTS, GOVERNMENT SUPPORT, AND ENHANCED IT INFRASTRUCTURE TO INFLUENCE ADOPTION OF CALL CENTER AI SOLUTIONS 121
TABLE 47 SMALL AND MEDIUM-SIZED ENTERPRISES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 121
TABLE 48 SMALL AND MEDIUM-SIZED ENTERPRISES: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 122
8 CALL CENTER AI MARKET, BY MODE OF CHANNEL 123
8.1 INTRODUCTION 124
FIGURE 41 SOCIAL MEDIA SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 124
TABLE 49 CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2016–2021 (USD MILLION) 124
TABLE 50 CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2022–2027 (USD MILLION) 125
8.2 PHONE 125
8.2.1 PHONE TO BE MOST-USED CUSTOMER SERVICE CHANNEL TO HELP CUSTOMERS GET QUICK RESOLUTION FOR THEIR QUERIES 125
TABLE 51 PHONE: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 125
TABLE 52 PHONE: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 126
8.3 SOCIAL MEDIA 126
8.3.1 CUSTOMERS USE SOCIAL MEDIA PLATFORMS TO HIGHLIGHT POSITIVE OR NEGATIVE EXPERIENCES THEY HAVE HAD WITH BRANDS 126
TABLE 53 SOCIAL MEDIA: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 126
TABLE 54 SOCIAL MEDIA: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 127
8.4 CHAT 127
8.4.1 CHAT-BASED CALL CENTER AI SOFTWARE TOOLS TO IMPROVE RESPONSE TIME AND LOWER OPERATIONAL COSTS IN LONG RUN 127
TABLE 55 CHAT: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 127
TABLE 56 CHAT: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 128
8.5 EMAIL OR TEXT 128
8.5.1 VERSATILE WEBSITE ENGAGEMENT TOOL TO COMMUNICATE PERSONAL CORRESPONDENCE AND ONE-ON-ONE CONVERSATIONS 128
TABLE 57 EMAIL OR TEXT: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 128
TABLE 58 EMAIL OR TEXT: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 129
8.6 WEBSITE 129
8.6.1 WEBSITE CHAT TO BE MOST COST-EFFECTIVE CHANNEL TO SUPPORT MULTIPLE CUSTOMERS AT ONE TIME 129
TABLE 59 WEBSITE: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 129
TABLE 60 WEBSITE: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 130
9 CALL CENTER AI MARKET SIZE, BY DEPLOYMENT MODE 131
9.1 INTRODUCTION 132
FIGURE 42 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING FORECAST PERIOD 132
TABLE 61 CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2016–2021 (USD MILLION) 132
TABLE 62 CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2022–2027 (USD MILLION) 132
9.2 CLOUD 133
9.2.1 CLOUD-BASED CALL CENTER AI SOLUTIONS TO GAIN TRACTION DUE TO THEIR COST-EFFECTIVENESS AND GLOBAL AVAILABILITY 133
TABLE 63 CLOUD: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 133
TABLE 64 CLOUD: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 134
9.3 ON-PREMISES 134
9.3.1 DATA PRIVACY CONCERNS AND INCREASING IT INFRASTRUCTURE COSTS TO DRIVE GROWTH OF ON-PREMISES DEPLOYMENT MODE 134
TABLE 65 ON-PREMISES: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 134
TABLE 66 ON-PREMISES: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 135
10 CALL CENTER AI MARKET, BY APPLICATION 136
10.1 INTRODUCTION 137
FIGURE 43 PREDICTIVE CALL ROUTING SEGMENT TO REGISTER HIGHEST CAGR DURING THE FORECAST PERIOD 137
TABLE 67 CALL CENTER AI MARKET, BY APPLICATION, 2016–2021 (USD MILLION) 138
TABLE 68 CALL CENTER AI MARKET, BY APPLICATION, 2022–2027 (USD MILLION) 138
10.2 WORKFORCE OPTIMIZATION 139
10.2.1 WORKFORCE OPTIMIZATION TO MODERNIZE CALL CENTER TECHNOLOGIES AND PLATFORMS 139
TABLE 69 WORKFORCE OPTIMIZATION: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 139
TABLE 70 WORKFORCE OPTIMIZATION: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 139
10.3 PREDICTIVE CALL ROUTING 140
10.3.1 PREDICTIVE CALL ROUTING TO USE ARTIFICIAL INTELLIGENCE-BASED CALL CENTER TECHNIQUES AND ANALYTICS 140
TABLE 71 PREDICTIVE CALL ROUTING: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 140
TABLE 72 PREDICTIVE CALL ROUTING: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 140
10.4 JOURNEY ORCHESTRATION 141
10.4.1 JOURNEY ORCHESTRATION TO PROVIDE HOLISTIC VIEW OF CUSTOMER INTERACTIONS WITH ORGANIZATION 141
TABLE 73 JOURNEY ORCHESTRATION: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 141
TABLE 74 JOURNEY ORCHESTRATION: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 141
10.5 AGENT PERFORMANCE MANAGEMENT 142
10.5.1 GROWING NEED TO MANAGE AND HANDLE AGENT PERFORMANCE TO DRIVE CALL CENTER AI MARKET GROWTH 142
TABLE 75 AGENT PERFORMANCE MANAGEMENT: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 142
TABLE 76 AGENT PERFORMANCE MANAGEMENT: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 142
10.6 SENTIMENT ANALYSIS 143
10.6.1 RISING NEED TO AUTOMATE CONTACT CENTER PROCESSES AND GAIN CUSTOMER INSIGHTS TO BOOST CALL CENTER AI GROWTH 143
TABLE 77 SENTIMENT ANALYSIS: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 143
TABLE 78 SENTIMENT ANALYSIS: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 143
10.7 APPOINTMENT SCHEDULING 144
10.7.1 NEED TO AUTOMATE MULTIPLE TASKS AND ENHANCE PERSONALIZED CUSTOMER EXPERIENCE TO DRIVE MARKET GROWTH 144
TABLE 79 APPOINTMENT SCHEDULING: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 144
TABLE 80 APPOINTMENT SCHEDULING: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 144
10.8 OTHER APPLICATIONS 145
TABLE 81 OTHER APPLICATIONS: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 145
TABLE 82 OTHER APPLICATIONS: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 145
11 CALL CENTER AI MARKET, BY VERTICAL 146
11.1 INTRODUCTION 147
FIGURE 44 HEALTHCARE & LIFE SCIENCES SEGMENT TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD 147
TABLE 83 CALL CENTER AI MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 148
TABLE 84 CALL CENTER AI MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 148
11.2 BANKING, FINANCIAL SERVICES, & INSURANCE 149
11.2.1 CALL CENTER AI SOLUTIONS TO HELP FINANCIAL INSTITUTIONS CONNECT WITH CUSTOMERS AND IMPROVE EXPERIENCE 149
TABLE 85 BANKING, FINANCIAL SERVICES, AND INSURANCE: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 149
TABLE 86 BANKING, FINANCIAL SERVICES, AND INSURANCE: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 150
11.3 MEDIA & ENTERTAINMENT 150
11.3.1 MEDIA & ENTERTAINMENT FIRMS TO DELIVER SEAMLESS, PERSONAL, AND PROFITABLE EXPERIENCE TO CUSTOMERS 150
TABLE 87 MEDIA & ENTERTAINMENT: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 150
TABLE 88 MEDIA & ENTERTAINMENT: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 151
11.4 RETAIL & ECOMMERCE 151
11.4.1 CALL CENTER AI SOLUTIONS TO PROVIDE BETTER CUSTOMER SERVICE FOR CUSTOMER LOYALTY AND RETENTION 151
TABLE 89 RETAIL & ECOMMERCE: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 151
TABLE 90 RETAIL & ECOMMERCE: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 152
11.5 HEALTHCARE & LIFE SCIENCES 152
11.5.1 HEALTHCARE CENTERS TO UTILIZE CALL CENTERS AI SOLUTIONS TO IMPROVE THEIR QUALITY OF SERVICE 152
TABLE 91 HEALTHCARE & LIFE SCIENCES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 152
TABLE 92 HEALTHCARE & LIFESCIENCES: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 153
11.6 TRAVEL & HOSPITALITY 153
11.6.1 CALL CENTER AI SOLUTIONS TO HELP CONSUMERS BY PROVIDING RELIABLE ACCESS TO MOST UP-TO-DATE INFORMATION 153
TABLE 93 TRAVEL & HOSPITALITY: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 153
TABLE 94 TRAVEL & HOSPITALITY: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 154
11.7 IT & TELECOM 154
11.7.1 ENHANCED CUSTOMER SERVICE DELIVERY USING CHATBOTS TO OFFER COMPETITIVE ADVANTAGE TO TELECOM VENDORS 154
TABLE 95 IT & TELECOM: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 154
TABLE 96 IT & TELECOM: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 155
11.8 TRANSPORTATION & LOGISTICS 155
11.8.1 CALL CENTER AI SOLUTIONS TO SUPPORT TRANSPORTATION AND LOGISTICS FIRMS TO EFFECTIVELY HANDLE COMPLEX INVENTORY AND SUPPLY CHAIN OPERATIONS 155
TABLE 97 TRANSPORTATION & LOGISTICS: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 155
TABLE 98 TRANSPORTATION & LOGISTICS: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 156
11.9 OTHER VERTICALS 156
TABLE 99 OTHER VERTICALS: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 156
TABLE 100 OTHER VERTICALS: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 157
12 CALL CENTER AI MARKET, BY REGION 158
12.1 INTRODUCTION 159
12.1.1 COVID-19 IMPACT 159
FIGURE 45 INDIA TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD 160
FIGURE 46 ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD 160
TABLE 101 CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 160
TABLE 102 CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 161
12.2 NORTH AMERICA 161
12.2.1 NORTH AMERICA: REGULATIONS 162
12.2.1.1 Personal Information Protection and Electronic Documents Act (PIPEDA) 162
12.2.1.2 Gramm–Leach–Bliley (GLB) Act 162
12.2.1.3 Health Insurance Portability and Accountability Act (HIPAA) of 1996 162
12.2.1.4 Health Level Seven (HL7) 162
12.2.1.5 Occupational Safety and Health Administration (OSHA) 163
12.2.1.6 Federal Information Security Management Act (FISMA) 163
12.2.1.7 Federal Information Processing Standards (NIST) 163
12.2.1.8 California Consumer Privacy Act (CSPA) 164
FIGURE 47 NORTH AMERICA: MARKET SNAPSHOT 164
TABLE 103 NORTH AMERICA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 165
TABLE 104 NORTH AMERICA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 165
TABLE 105 NORTH AMERICA: CALL CENTER AI MARKET, BY SOLUTION,
2016–2021 (USD MILLION) 165
TABLE 106 NORTH AMERICA: CALL CENTER AI MARKET, BY SOLUTION,
2022–2027 (USD MILLION) 165
TABLE 107 NORTH AMERICA: CALL CENTER AI MARKET, BY SERVICE,
2016–2021 (USD MILLION) 165
TABLE 108 NORTH AMERICA: CALL CENTER AI MARKET, BY SERVICE,
2022–2027 (USD MILLION) 166
TABLE 109 NORTH AMERICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION) 166
TABLE 110 NORTH AMERICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION) 166
TABLE 111 NORTH AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 166
TABLE 112 NORTH AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2022–2027 (USD MILLION) 167
TABLE 113 NORTH AMERICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2016–2021 (USD MILLION) 167
TABLE 114 NORTH AMERICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2022–2027 (USD MILLION) 167
TABLE 115 NORTH AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2016–2021 (USD MILLION) 167
TABLE 116 NORTH AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2022–2027 (USD MILLION) 168
TABLE 117 NORTH AMERICA: CALL CENTER AI MARKET, BY APPLICATION,
2016–2021 (USD MILLION) 168
TABLE 118 NORTH AMERICA: CALL CENTER AI MARKET, BY APPLICATION,
2022–2027 (USD MILLION) 168
TABLE 119 NORTH AMERICA: CALL CENTER AI MARKET, BY VERTICAL,
2016–2021 (USD MILLION) 169
TABLE 120 NORTH AMERICA: CALL CENTER AI MARKET, BY VERTICAL,
2022–2027 (USD MILLION) 169
TABLE 121 NORTH AMERICA: CALL CENTER AI MARKET, BY COUNTRY,
2016–2021 (USD MILLION) 169
TABLE 122 NORTH AMERICA: CALL CENTER AI MARKET, BY COUNTRY,
2022–2027 (USD MILLION) 170
12.2.2 UNITED STATES 170
12.2.2.1 Reversing trend of local call center establishments to drive adoption of call center AI in US 170
TABLE 123 UNITED STATES: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 170
TABLE 124 UNITED STATES: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 171
12.2.3 CANADA 171
12.2.3.1 Increasing acquisitions of companies in Canada by major call center AI players to drive AI market growth 171
TABLE 125 CANADA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 171
TABLE 126 CANADA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 171
12.3 EUROPE 172
12.3.1 EUROPE: REGULATIONS 172
12.3.1.1 General Data Protection Regulation (GDPR) 172
12.3.1.2 Payment Card Industry Data Security Standard (PCI DSS) 172
12.3.1.3 European Committee for Standardization (CEN) 173
TABLE 127 EUROPE: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 173
TABLE 128 EUROPE: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 173
TABLE 129 EUROPE: CALL CENTER AI MARKET, BY SOLUTION,
2016–2021 (USD MILLION) 173
TABLE 130 EUROPE: CALL CENTER AI MARKET, BY SOLUTION,
2022–2027 (USD MILLION) 173
TABLE 131 EUROPE: CALL CENTER AI MARKET, BY SERVICE, 2016–2021 (USD MILLION) 173
TABLE 132 EUROPE: CALL CENTER AI MARKET, BY SERVICE, 2022–2027 (USD MILLION) 174
TABLE 133 EUROPE: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE,
2016–2021 (USD MILLION) 174
TABLE 134 EUROPE: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE,
2022–2027 (USD MILLION) 174
TABLE 135 EUROPE: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2016–2021 (USD MILLION) 174
TABLE 136 EUROPE: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2022–2027 (USD MILLION) 175
TABLE 137 EUROPE: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2016–2021 (USD MILLION) 175
TABLE 138 EUROPE: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2022–2027 (USD MILLION) 175
TABLE 139 EUROPE: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2016–2021 (USD MILLION) 175
TABLE 140 EUROPE: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2022–2027 (USD MILLION) 176
TABLE 141 EUROPE: CALL CENTER AI MARKET, BY APPLICATION,
2016–2021 (USD MILLION) 176
TABLE 142 EUROPE: CALL CENTER AI MARKET, BY APPLICATION,
2022–2027 (USD MILLION) 176
TABLE 143 EUROPE: CALL CENTER AI MARKET, BY VERTICAL,
2016–2021 (USD MILLION) 177
TABLE 144 EUROPE: CALL CENTER AI MARKET, BY VERTICAL,
2022–2027 (USD MILLION) 177
TABLE 145 EUROPE: CALL CENTER AI MARKET, BY COUNTRY,
2016–2021 (USD MILLION) 177
TABLE 146 EUROPE: CALL CENTER AI MARKET, BY COUNTRY,
2022–2027 (USD MILLION) 178
12.3.2 UNITED KINGDOM 178
12.3.2.1 Use of automated digital channels and customer self-service solutions to boost call center AI solutions adoption in UK 178
TABLE 147 UNITED KINGDOM: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 178
TABLE 148 UNITED KINGDOM: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 179
12.3.3 GERMANY 179
12.3.3.1 High density of in-house call centers to drive adoption of conversational AI in Germany 179
TABLE 149 GERMANY: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 179
TABLE 150 GERMANY: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 179
12.3.4 FRANCE 180
12.3.4.1 Increasing technological development in AI to drive factor adoption of call center AI solutions in France 180
TABLE 151 FRANCE: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 180
TABLE 152 FRANCE: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 180
12.3.5 REST OF EUROPE 180
TABLE 153 REST OF EUROPE: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 181
TABLE 154 REST OF EUROPE: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 181
12.4 ASIA PACIFIC 181
12.4.1 ASIA PACIFIC: REGULATIONS 182
12.4.1.1 Personal Data Protection Act (PDPA) 182
12.4.1.2 Act on the Protection of Personal Information (APPI) 182
12.4.1.3 International Organization for Standardization (ISO) 27001 183
FIGURE 48 ASIA PACIFIC: MARKET SNAPSHOT 183
TABLE 155 ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 184
TABLE 156 ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 184
TABLE 157 ASIA PACIFIC: CALL CENTER AI MARKET, BY SOLUTION,
2016–2021 (USD MILLION) 184
TABLE 158 ASIA PACIFIC: CALL CENTER AI MARKET, BY SOLUTION,
2022–2027 (USD MILLION) 184
TABLE 159 ASIA PACIFIC: CALL CENTER AI MARKET, BY SERVICE,
2016–2021 (USD MILLION) 184
TABLE 160 ASIA PACIFIC: CALL CENTER AI MARKET, BY SERVICE,
2022–2027 (USD MILLION) 185
TABLE 161 ASIA PACIFIC: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION) 185
TABLE 162 ASIA PACIFIC: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION) 185
TABLE 163 ASIA PACIFIC: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2016–2021 (USD MILLION) 185
TABLE 164 ASIA PACIFIC: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2022–2027 (USD MILLION) 186
TABLE 165 ASIA PACIFIC: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2016–2021 (USD MILLION) 186
TABLE 166 ASIA PACIFIC: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2022–2027 (USD MILLION) 186
TABLE 167 ASIA PACIFIC: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2016–2021 (USD MILLION) 186
TABLE 168 ASIA PACIFIC: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2022–2027 (USD MILLION) 187
TABLE 169 ASIA PACIFIC: CALL CENTER AI MARKET, BY APPLICATION,
2016–2021 (USD MILLION) 187
TABLE 170 ASIA PACIFIC: CALL CENTER AI MARKET, BY APPLICATION,
2022–2027 (USD MILLION) 187
TABLE 171 ASIA PACIFIC: CALL CENTER AI MARKET, BY VERTICAL,
2016–2021 (USD MILLION) 188
TABLE 172 ASIA PACIFIC: CALL CENTER AI MARKET, BY VERTICAL,
2022–2027 (USD MILLION) 188
TABLE 173 ASIA PACIFIC: CALL CENTER AI MARKET, BY COUNTRY,
2016–2021 (USD MILLION) 188
TABLE 174 ASIA PACIFIC: CALL CENTER AI MARKET, BY COUNTRY,
2022–2027 (USD MILLION) 189
12.4.2 INDIA 189
12.4.2.1 Rising smartphone usage coupled with growing innovations in chatbots or IVAs to boost contact center outsourcing businesses in India 189
TABLE 175 INDIA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 189
TABLE 176 INDIA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 190
12.4.3 JAPAN 190
12.4.3.1 Advancements in innovative technologies coupled with strong IT infrastructure to drive call center AI market growth in Japan 190
TABLE 177 JAPAN: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 190
TABLE 178 JAPAN: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 191
12.4.4 CHINA 191
12.4.4.1 Technological development and rising government support to drive growth of call center AI market in China 191
TABLE 179 CHINA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 191
TABLE 180 CHINA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 192
12.4.5 THAILAND 192
12.4.5.1 Rising automation and need to improve customer service to drive adoption of call center AI solutions 192
TABLE 181 THAILAND: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 192
TABLE 182 THAILAND: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 192
12.4.6 REST OF ASIA PACIFIC 193
TABLE 183 REST OF ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 193
TABLE 184 REST OF ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 193

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Table of Contents

Summary

The global Call Center AI Market size is to grow from USD 1.6 billion in 2022 to USD 4.1 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.3% during the forecast period. The major factors driving the growth of the Call Center AI Market are the advent of AI by organizations to offer enhanced customer support services is driving the growth of the call center AI market. Additionally, growth in customer engagement through social media platforms and increased data generation through the Internet of Things (IoT), social media, and advancements in imaging technologies are also among the factors driving the call center AI market growth. However, unsupervised self-learning of chatbots is a major restraining factor for the adoption of call center AI solutions, as self-training of autonomous virtual agents through complex data and unsupervised learning algorithms is a very difficult task.
With COVID-19 spreading worldwide, global organizations with people who frequently travel internationally can leverage the use of mobile devices for important communications. Organizations can help keep those users who live abroad to handle potential risks by leveraging call center AI solutions to handle customers' queries in real-time. The call center AI market is expected to witness a slowdown in 2020 due to the global lockdown, which is impacting global manufacturing, supply chains, and logistics. The manufacturing, transportation & logistics, and retail & consumer goods sectors have been most severely affected. The availability of essential items has also been impacted due to the lack of manpower to work on production lines, supply chains, and transportation, even though essential items are exempted from the lockdown. The situation is expected to come under control by early 2021.
The services segment is projected to grow at a higher CAGR during the forecast period
The services segment is projected to grow at a higher CAGR during the forecast period. This can be attributed to the need for determining the time and cost required to install the solution that requires fully managed call center AI services. Call center AI solutions ensure the strengthening of customer relationships, resulting in increased first call resolution rate and improved customer experience.
The large enterprises segment will hold the larger market share during the forecast period
The large enterprises segment is estimated to hold a larger market share in 2022. Large enterprises focus on solutions to effectively manage complex business processes to enhance customer engagement. Hence, these organizations are using call center AI solutions to effectively manage complex operations. The SMEs segment is projected to register a higher CAGR during the forecast period due to the growing need to enhance business processes, reach new customers, stay competitive and control their spending.
The social media segment is to grow at the highest CAGR during the forecast period
The social media segment is estimated to grow at the highest CAGR during the forecast period due to the rising demand for social media used in sentiment analysis that helps understand customer perceptions about the brand. It also helps amplify customer service quickly through shares and likes. The phone mode of channel is expected to hold the largest share in 2022 due to the rising penetration of smartphones users across the globe.
The cloud segment is expected hold larger market size during the forecast period
The cloud segment is expected to hold larger market size during the forecast period. The cloud technology benefit of easy deployment and minimal capital requirement facilitates the adoption of the cloud deployment model. The increasing demand for scalable, easy-to-use, and cost-effective solutions is expected to boost the demand of cloud-based call center AI in the market. Call Center AI solutions are expected to accelerate the growth of the cloud segment in the call center AI market. Moreover, cloud-based call center AI solutions enable business operations to improve employee productivity and save OPEX. Hence, the cloud-based deployment mode is gaining traction in the coming years.
The predictive call routing segment is expected to have the highest CAGR during the forecast period
The predictive call routing segment is expected to have the highest CAGR during the forecast period. The predictive call routing application ensures the highest possibility of first contact resolution (FCR) and prevents overburdening agents by adapting to their existing call queue in the call center AI market.
The BFSI segment is expected to hold the largest market size during the forecast period
The BFSI segment is projected to hold the largest market size during the forecast period. The growth of this vertical is attributed to the increased adoption of call center AI solutions by financial institutions, which helps them flawlessly connect with customers, improve customer experience, and lowers customer churn. The growth of the segment is attributed to the rising need to protect businesses from costly regulatory litigations and reputational risks due to fraudulent activities while storing and managing customer information and serving customers.
Among regions, APAC holds the highest CAGR during the forecast period
The market in the Asia Pacific is expected to grow at the highest CAGR during the forecast period due to the increasing penetration of advanced technologies, rising GDP of countries, and high density of contact center outsourcing operations. Asia Pacific consists of emerging economies, such as China, Japan, and India, where call center AI solutions are being deployed at a large scale due to the presence of a lot of data centers and a high density of BPO operations. Moreover, the demand for cloud-based call center AI solutions by business enterprises is expected to enhance the customer experience in the region.

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お支払方法の方法はどのようになっていますか?

納品と同時にデータリソース社よりお客様へ請求書（必要に応じて納品書も）を発送いたします。
お客様よりデータリソース社へ（通常は円払い）の御振り込みをお願いします。
請求書は、納品日の日付で発行しますので、翌月最終営業日までの当社指定口座への振込みをお願いします。振込み手数料は御社負担にてお願いします。
お客様の御支払い条件が60日以上の場合は御相談ください。
尚、初めてのお取引先や個人の場合、前払いをお願いすることもあります。ご了承のほど、お願いします。

データリソース社はどのような会社ですか?

当社は、世界各国の主要調査会社・レポート出版社と提携し、世界各国の市場調査レポートや技術動向レポートなどを日本国内の企業・公官庁及び教育研究機関に提供しております。
世界各国の「市場・技術・法規制などの」実情を調査・収集される時には、データリソース社にご相談ください。
お客様の御要望にあったデータや情報を抽出する為のレポート紹介や調査のアドバイスも致します。

サマリー

目次

Summary

Table of Contents

ご注文は、お電話またはWEBから承ります。お見積もりの作成もお気軽にご相談ください。

本レポートと同分野（SaaS（Software as a Service））の最新刊レポート

MarketsandMarkets社のSaaS（Software as a Service）分野での最新刊レポート

本レポートと同じKEY WORD（covid19）の最新刊レポート

よくあるご質問

MarketsandMarkets社はどのような調査会社ですか?

調査レポートの納品までの日数はどの程度ですか?

注文の手続きはどのようになっていますか?

お支払方法の方法はどのようになっていますか?

データリソース社はどのような会社ですか?