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市場調査レポート
商品コード
1458125
コールセンターAIの世界市場規模、シェア、成長分析：技術タイプ別、展開タイプ別、サービス別、アプリケーションタイプ別、業界別 - 産業予測（2024～2031年）Global Call Center AI Market Size, Share, Growth Analysis, By Technology Type(Natural Language Processing, Automatic Speech Recognition ), By Deployment Type, By Services, By Application Type, By Vertical Type - Industry Forecast 2024-2031 |
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| コールセンターAIの世界市場規模、シェア、成長分析：技術タイプ別、展開タイプ別、サービス別、アプリケーションタイプ別、業界別 - 産業予測（2024～2031年） |
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出版日: 2024年03月28日
発行: SkyQuest
ページ情報: 英文 177 Pages
納期: 3～5営業日
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- 全表示
- 概要
- 目次
世界のコールセンターAIの市場規模は、2022年に17億1,000万米ドルとなり、2023年の21億1,000万米ドルから、2031年までには111億2,000万米ドルに成長し、予測期間（2024～2031年）のCAGRは23.12％で成長する見通しです。
顧客からの問い合わせに迅速に対応し、ソーシャルメディア・プラットフォームを通じたエンゲージメントを促進するためのデータ分析能力の向上に対するニーズの高まりが、コールセンターにおける人工知能（AI）の需要を促進する見通しです。コールセンターソフトウェア市場では、予測コールルーティング、対話型音声応答（IVR）、コール分析、感情インテリジェンス、会話型AIなどの主要なAIアプリケーションが人気を集めています。AIを搭載したチャットボットを活用することで、コールセンターはソーシャル・メディア・プラットフォーム上で顧客とエンゲージすることが可能になり、顧客は自分の都合に合わせてサポート・エージェントに接続し、AIモデルによって生成されたテーラーメードの応答を受け取ることができる柔軟性を提供することができます。
目次
エグゼクティブサマリー
- 市場概要
- 運命の輪
調査手法
- 情報調達
- 二次・一次情報源
- 市場規模の推定
- 市場の前提条件と制限
親市場の分析
- 市場概要
- 市場規模
- 市場力学
- 促進要因
- 機会
- 抑制要因
- 課題
主な市場の考察
- 技術分析
- 価格分析
- サプライチェーン分析
- バリューチェーン分析
- 市場のエコシステム
- IP分析
- 貿易分析
- スタートアップ分析
- 原材料の分析
- イノベーションマトリクス
- パイプライン製品の分析
- マクロ経済指標
- 主な投資の分析
- 主な成功要因
- 競合の程度
市場力学と見通し
- 市場力学
- 促進要因
- 機会
- 抑制要因
- 課題
- 規制情勢
- ポーターの分析
- 将来の混乱についての特別な考察
コールセンターAIの世界市場：技術タイプ別
- 市場概要
- 自然言語処理（NLP）
- 自動音声認識（ASR）
- テキスト読み上げ（TTS）
- 機械学習（ML）と深層学習（DL）
コールセンターAIの世界市場：展開タイプ別
- 市場概要
- クラウドベース
- オンプレミス
コールセンターAIの世界市場：サービス別
- 市場概要
- プロフェッショナルサービス
- マネージドサービス
コールセンターAIの世界市場：アプリケーションタイプ別
- 市場概要
- 仮想アシスタント
- チャットボット
- ボイスボット
- インテリジェント自動音声応答（IVR）システム
コールセンターAIの世界市場：業界別
- 市場概要
- BFSI（銀行業、金融業務、保険）
- 小売業・eコマース
- ヘルスケア
- 通信・IT
- 旅行・ホスピタリティ
コールセンターAIの世界市場規模：地域別
- 市場概要
- 北米
- 米国
- カナダ
- 欧州
- ドイツ
- スペイン
- フランス
- 英国
- その他欧州地域
- アジア太平洋
- 中国
- インド
- 日本
- 韓国
- その他アジア太平洋
- ラテンアメリカ
- ブラジル
- その他ラテンアメリカ地域
- 中東・アフリカ（MEA）
- GCC諸国
- 南アフリカ
- その他中東・アフリカ地域
競合情勢
- 上位5社の比較
- 主要企業の市場ポジショニング（2021年）
- 主な市場企業が採用した戦略
- 主要成功戦略
- 市場における最近の活動
- 主要企業の市場シェア（2021年）
主要企業プロファイル
- Google LLC（US）
- IBM Corporation（US）
- Microsoft Corporation（US）
- Amazon Web Services, Inc.（US）
- Nuance Communications, Inc.（US）
- SAP SE（Germany）
- Oracle Corporation（US）
- Salesforce.com, Inc.（US）
- Avaya Holdings Corp.（US）
- Genesys Telecommunications Laboratories, Inc.（US）
- Cisco Systems, Inc.（US）
- Five9, Inc.（US）
- NICE Ltd.（Israel）
- Aspect Software, Inc.（US）
- Verint Systems Inc.（US）
- Artificial Solutions International AB（Sweden）
- Haptik, Inc.（US）
- Inbenta Technologies Inc.（US）
- [24]7.ai, Inc.（US）
- Cognigy GmbH（Germany）
Global Call Center AI Market size was valued at USD 1.71 billion in 2022 and is poised to grow from USD 2.11 billion in 2023 to USD 11.12 billion by 2031, growing at a CAGR of 23.12% during the forecast period (2024-2031).
The increasing need for improved data analysis capabilities to address customer inquiries promptly and facilitate engagement through social media platforms is poised to fuel the demand for artificial intelligence (AI) in call centers. Key AI applications such as predictive call routing, interactive voice response (IVR), call analytics, emotional intelligence, and conversational AI are gaining traction in the call center software market. Leveraging AI-powered chatbots enables call centers to engage with customers on social media platforms, offering them the flexibility to connect with support agents at their convenience and receive tailored responses generated by AI models.
Top-down and bottom-up approaches were used to estimate and validate the size of the Global Call Center AI Market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.
Global Call Center AI Market Segmental Analysis
The Call Center AI Market is segmented by technology, deployment, services, application vertical, and region. Based on the technology type, the market is segmented into natural language processing (NLP), automatic speech recognition (ASR), text-to-speech (TTS), machine learning (ML) and deep learning (DP). Based on services, the market is segmented into professional services, managed services. Based on application, the market is segmented into virtual assistants, chatbots, voicebots, intelligent interactive voice response (IVR) systems. Based on vertical type, the market is segmented into BFSI (banking, financial services, and insurance), retail and e-commerce, healthcare, telecom and IT, travel and hospitality. Based on region, the market is segmented into North America, Latin America, Europe, and MEA.
Drivers of the Global Call Center AI Market
Businesses spanning various sectors are increasingly acknowledging the significance of providing outstanding customer experiences to stay ahead in the competition. With the aid of call center AI solutions, they can facilitate tailored interactions, swift issue resolution, and round-the-clock assistance, consequently amplifying customer contentment and allegiance. The surge in demand for AI-driven tools like chatbots and virtual assistants stems from the imperative to deliver seamless, effective, and individualized customer service encounters.
Restraints in the Global Call Center AI Market
Utilizing AI in call centers entails gathering and analyzing vast volumes of customer data, prompting apprehensions regarding data privacy and security. It is imperative for organizations to implement stringent data protection protocols to uphold customer confidentiality and adhere to privacy regulations. Any compromise in safeguarding customer data risks erosion of trust, tarnishing of reputation, and legal consequences.
Market Trends of the Global Call Center AI Market
As companies embrace omnichannel customer engagement, they are prioritizing the seamless integration of diverse communication channels like phone calls, emails, chat, social media, and messaging apps to ensure a unified customer experience. By incorporating AI into call center operations, businesses aim to deliver personalized interactions consistently across all touchpoints. This evolving approach empowers customers to transition between channels effortlessly, retaining context and receiving reliable support throughout their journey.
Table of Contents
Executive Summary
- Market Overview
- Wheel of Fortune
Research Methodology
- Information Procurement
- Secondary & Primary Data Sources
- Market Size Estimation
- Market Assumptions & Limitations
Parent Market Analysis
- Market Overview
- Market Size
- Market Dynamics
- Drivers
- Opportunities
- Restraints
- Challenges
Key Market Insights
- Technology Analysis
- Pricing Analysis
- Supply Chain Analysis
- Value Chain Analysis
- Ecosystem of the Market
- IP Analysis
- Trade Analysis
- Startup Analysis
- Raw Material Analysis
- Innovation Matrix
- Pipeline Product Analysis
- Macroeconomic Indicators
- Top Investment Analysis
- Key Success Factor
- Degree of Competition
Market Dynamics & Outlook
- Market Dynamics
- Drivers
- Opportunities
- Restraints
- Challenges
- Regulatory Landscape
- Porters Analysis
- Competitive rivalry
- Threat of Substitute Products
- Bargaining Power of Buyers
- Threat of New Entrants
- Bargaining Power of Suppliers
- Skyquest Special Insights on Future Disruptions
- Political Impact
- Economic Impact
- Social Impact
- Technical Impact
- Environmental Impact
- Legal Impact
Global Call Center AI Market by Technology Type
- Market Overview
- Natural Language Processing (NLP)
- Automatic Speech Recognition (ASR)
- Text-to-Speech (TTS)
- Machine Learning (ML) and Deep Learning (DL)
Global Call Center AI Market by Deployment Type
- Market Overview
- Cloud-based
- On-premises
Global Call Center AI Market by Services
- Market Overview
- Professional Services
- Managed Services
Global Call Center AI Market by Application Type
- Market Overview
- Virtual Assistants
- Chatbots
- Voicebots
- Intelligent Interactive Voice Response (IVR) Systems
Global Call Center AI Market by Vertical Type
- Market Overview
- BFSI (Banking
- Financial Services
- and Insurance)
- Retail and E-commerce
- Healthcare
- Telecom and IT
- Travel and Hospitality
Global Call Center AI Market Size by Region
- Market Overview
- North America
- USA
- Canada
- Europe
- Germany
- Spain
- France
- UK
- Rest of Europe
- Asia Pacific
- China
- India
- Japan
- South Korea
- Rest of Asia-Pacific
- Latin America
- Brazil
- Rest of Latin America
- Middle East & Africa (MEA)
- GCC Countries
- South Africa
- Rest of MEA
Competitive Landscape
- Top 5 Player Comparison
- Market Positioning of Key Players, 2021
- Strategies Adopted by Key Market Players
- Top Winning Strategies
- By Development
- By Company
- By Year
- Recent Activities in the Market
- Key Companies Market Share (%), 2021
Key Company Profiles
- Google LLC (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- IBM Corporation (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Microsoft Corporation (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Amazon Web Services, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Nuance Communications, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- SAP SE (Germany)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Oracle Corporation (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Salesforce.com, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Avaya Holdings Corp. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Genesys Telecommunications Laboratories, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Cisco Systems, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Five9, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- NICE Ltd. (Israel)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Aspect Software, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Verint Systems Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Artificial Solutions International AB (Sweden)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Haptik, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Inbenta Technologies Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- [24]7.ai, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
- Cognigy GmbH (Germany)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
