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Allied Market Research

Call Center AI Market by Component (Solutions, Services, and Compute Platform), Deployment (On-premises and Cloud), and Industry Vertical (BFSI, Retail & E-Commerce, Healthcare, IT & Telecom, Manufacturing, Education, and Others): Global Opportunity Analysis and Industry Forecast, 2020–2027

A06943
Pages: NA
Sep 2020 | 351 Views
 
Author(s) : NA
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Charts: NA
 

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Call Center AI Market Statistics: 2027

AI chatbots are based on natural language processing, which enables them to carry out human-like conversations and assist customers in real-time process. They also help call centers in understanding business intelligence about customer preferences, opinions, and buying pattern. This data collected from chatbots enables businesses to provide proactive recommendations and personalized customer experience. Implementing AI in the call center industry is a huge success for customers who prefer self-service options. It can help customers get information at the right time, which saves time and effort spent on service calls, increasing efficiency of the call centers.

 

Call-Center-AI

Market scope and structure analysis:

                       Report Metric

                                              Details

  Market size available for years

  2020–2027

  Base year considered

  2019

  Forecast period

  2021–2027

  Forecast units

  Value ($)

  Segments covered

Component, Deployment, Industry Vertical, and Region

  Regions covered

North America (U.S. and Canada), Europe (Germany, UK, France, and rest of Europe), Asia-Pacific (China, Japan, India, and rest of Asia-Pacific), Latin America (Brazil, Mexico, and rest of LATAM) and Middle East & Africa

  Companies covered

Major players analyzed in the market include Avaamo Technologies Private Ltd., Amazon Web Services, EdgeVerve, Google LLC, Haptik, IBM Corporation, Inbenta, Microsoft Corporation, Oracle Corporation, and Rulai Inc.

 

COVID-19 Scenario Analysis: 

  • Organizations have ventured to make chatbot innovations customer centric, and operators have changed their innovation to be COVID-19 focused.
  • Google declared expansion of its rapid response virtual agent in google cloud. This rapid response virtual agent permits calling and executes a modified contact community AI virtual specialist to response to client queries, which may be encountered due to congested network on visit, voice, and social channels during pandemic.
  • Indian government has launched AarogyaSetu app through which clients can interact with AI chatbots about the latest update on covid-19, so clients don't have to get in touch with any physical authority.

Top impacting factors: Market Scenario Analysis, Trends, Drivers, and Impact Analysis

Rise in use of AI by organizations to offer enhanced customer support services is a driver for the growth of the call center AI market. Growth in customer engagement through social media platforms and increase in the amount of data generated in organizations, which is stored over cloud-based technology are factors that further boost the growth of the call center AI market. Adoption of various trending technologies such as IoT devices, 5G, and high internet penetration in multiple businesses are expected to propel the market growth. However, information security and protection are main restraints for the development of call center AI software. Furthermore, on-going R&D on gesture recognition technology with AI-based intelligent virtual assistant and chatbots provides lucrative growth opportunity for players operating in the call center AI market.

Product launch to boost the market growth

With the rise in demand for AI in the call centers, various organizations are adopting it in their daily schedule to maintain client records and reduce waiting time on chatbots. For instance, IBM Corporation came into an association with Regions Bank Corporation (U.S.) to convey IBM Watson man-made consciousness (AI) innovation to help improve client care and help investors in day-to-day work. Local banks are utilizing IBM Watson innovation to support clients and representatives.

Moreover, on April 28, 2020 ServiceNow and Amazon Web Services have launched an artificial intelligence powered contact-center-as-a-service offering for IT support that combines ServiceNow's platform with Amazon Connect, which launched in 2017. With the amazon connect integration to cloud call center, amazon web services and ServiceNow is expected to capitalize the need for enterprises to be able to move call centers remotely, if needed as well as quickly adopting multiple support channels. 

Growth of cloud technology in call center AI market

Cloud-based infrastructure makes call centers extremely scalable and by adopting enterprise cloud solutions for call centers, organizations can save operating costs, while monitoring revenue growth, as cloud-based call centers enhance performance, channels support, and engagement. Hence, reporting and analytics used in call center AI helps support a changing customer base. Call center AI solutions are getting deployed over cloud as it offers benefits such as lower cost of establishment & support, higher adaptability, availability of ongoing data, and upgraded business effectiveness over on-premise arrangements.

Key segments covered:

                  Segments

                                                   Sub-segments

  Component

  • Solutions
  • Services
  • Compute Platform

  Deployment

  • On-premises
  • Cloud

  Industry Vertical

  • BFSI
  • Retail and eCommerce
  • Healthcare
  • IT & Telecom
  • Manufacturing
  • Media & Entertainment
  • Education
  • Others

 

Key benefits of the report:

  • This study presents analytical depiction of the global call center AI industry along with the current trends and future estimations to determine the imminent investment pockets.
  • The report presents information related to key drivers, restraints, and opportunities along with detailed analysis of the global call center AI market share.
  • The current market is quantitatively analyzed from 2021 to 2027 to highlight call center AI market growth scenario.
  • Porter’s five forces analysis illustrates the potency of buyers & suppliers in the call center AI market. 
  • The report provides a detailed global call center AI market analysis based on competitive intensity and how the competition will take shape in coming years.
 
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