LONDON, July 13. 2022 (GLOBE NEWSWIRE) — According to The Business Research Company’s research report on the AI market for call centers, growing demand for intelligent virtual assistants and AI-based chatbots is driving growth of the AI market for call centers. Intelligent virtual assistants and AI-powered chatbots provide enhanced customer support services that provide immense opportunities and better communication with customers. The COVID-19 outbreak has led to an exponential increase in call volumes to customer service centers across all geographies and industries. To provide callers with first contact resolution, contact centers have implemented automation techniques such as chatbots, artificial intelligence and natural language processing. They also map experiences and help customers implement them to reduce calls, emails and chats.
For example, according to RT insights, a US forum that provides information on machine learning and big data, conversational AI in the form of chatbots or virtual assistants will be used at least once a month by 123 million people. American adults, or 47% of the population by the end of 2022. This growing demand for intelligent virtual assistants and AI-based chatbots is accelerating the growth of the call center AI market.
The global call center AI market share is expected to grow from $1.42 billion in 2021 to $1.78 billion in 2022 at a compound annual growth rate (CAGR) of 25.0%. The growth of the call center AI industry is expected to reach $4.36 billion in 2026 at CAGR of 25.1%.
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Technological advancement is a key trend gaining popularity in the call center AI market. The introduction of new technologies helps in the growth of the market and provides an improved experience for customers. For example, in September 2021, Google introduced the beta launch of Dialogflow CX, the latest version of the company’s suite for building conversational experiences that includes a set of new capabilities for advanced virtual agents. The product is launched and available as part of Google’s Contact Center AI. Dialogflow CX is a conversation management system that works on a variety of platforms, including mobile, online, smart devices, chatbots, interactive voice response systems, messaging apps, and more. The previous version of the product provided a standard agent compared to the newer version, which provides an advanced agent with paid enhanced features such as expanded audio input/output.
The major players in the AI for call center market are Artificial Solutions International AB, IBM Corporation, Microsoft Corporation, Oracle Corporation, Amazon Web Services, SAP, Google, Avaya, NICE inContact, Nuance Communications Inc., Zendesk, EdgeVerve Systems, Pypestream, Avaamo, and Jio Haptik Technologies Ltd.
The Global AI for Call Center Market analysis report is segmented by Component into IT Platforms, Solutions, Services; by type of deployment in the cloud, on premises; by vertical in banking, financial services and insurance (BFSI), retail and e-commerce, telecommunications, healthcare, media and entertainment, travel and hospitality, etc.
North America was the greater region in the call center AI market in 2021. Asia Pacific should be the fastest growing region in the forecast period. Regions covered in the Call Center Artificial Intelligence market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America , the Middle East and Africa.
The Global Call Center AI Market Report 2022 – Global Market Size, Trends and Forecasts 2022-2026 is part of a series of new reports from The Business Research Company that provide insights into the call center AI market. ‘ Call Center AI, analyze the Call Center AI Market and forecast the market size and growth for the overall market, segments and geographies of the Call Center AI Market , Call Center AI Market Trends, Call Center AI Market Drivers, Call Center AI Market Restraints, Key Competitors Revenue, Profiles and Market Share of the call center AI market in over 1,000 industry reports, covering over 2,500 market segments and 60 geographies.
The report also gives an in-depth analysis of the impact of COVID-19 on the market. The reports are based on 150,000 datasets, extensive secondary research and proprietary insights from interviews with industry leaders. A highly experienced and expert team of analysts and modellers provide market analysis and forecasts. The reports identify key countries and segments for opportunities and strategies based on market trends and key competitor approaches.
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