Call Center AI Market by Component (Compute Platforms, Solutions, and Services), Deployment Type (Cloud and On-premises), Vertical (BFSI, Retail & E-commerce, Telecom, Healthcare, Media & Entertainment), and Region - Global Forecast to 2024

Table of Contents

1.... INTRODUCTION

1.1            OBJECTIVES OF THE STUDY
1.2            MARKET DEFINITION
1.3            MARKET SCOPE
1.3.1             MARKET SEGMENTATION
1.3.2             REGIONS COVERED.. 17
1.4            YEARS CONSIDERED FOR THE STUDY
1.5            CURRENCY CONSIDERED
1.6            STAKEHOLDERS

2.... RESEARCH METHODOLOGY

2.1            RESEARCH DATA
2.1.1             SECONDARY DATA
2.1.2             PRIMARY DATA
2.1.2.1           BREAKUP OF PRIMARY PROFILES
2.1.2.2           KEY INDUSTRY INSIGHTS
2.2            MARKET BREAKUP AND DATA TRIANGULATION
2.3            MARKET SIZE ESTIMATION
2.3.1             TOP-DOWN APPROACH. 23
2.3.2             BOTTOM-UP APPROACH
2.4            MARKET FORECAST
2.5            COMPETITIVE LEADERSHIP MAPPING RESEARCH METHODOLOGY
2.6            RESEARCH ASSUMPTIONS AND LIMITATIONS
2.6.1             ASSUMPTIONS FOR THE STUDY
2.6.2             LIMITATIONS OF THE STUDY

3.... EXECUTIVE SUMMARY

4.... PREMIUM INSIGHTS

4.1            ATTRACTIVE OPPORTUNITIES IN THE CALL CENTER AI MARKET
4.2            CALL CENTER AI MARKET IN NORTH AMERICA, BY TECHNOLOGY AND COUNTRY
4.3            CALL CENTER AI MARKET: MAJOR COUNTRIES

5.... MARKET OVERVIEW AND INDUSTRY TRENDS

5.1            INTRODUCTION
5.2            MARKET DYNAMICS
5.2.1             DRIVERS
5.2.1.1           USE OF AI BY ORGANIZATIONS TO OFFER ENHANCED CUSTOMER SUPPORT SERVICES
5.2.1.2           GROWTH IN CUSTOMER ENGAGEMENT THROUGH SOCIAL MEDIA PLATFORMS
5.2.1.3           INCREASED DATA GENERATION
5.2.2             RESTRAINTS
5.2.2.1           UNSUPERVISED LEARNING
5.2.3             OPPORTUNITIES
5.2.3.1           ADVANCEMENTS IN AI AND ML
5.2.3.2           INTEGRATION OF GESTURE RECOGNITION WITH AI-BASED CHATBOTS OR IVAS
5.2.4             CHALLENGES
5.2.4.1           DATA PRIVACY AND SECURITY CONCERNS
5.2.4.2           LACK OF SKILLED EMPLOYEES
5.2.4.3           PREFERENCE FOR ONLINE CHAT OVER CHATBOTS
5.2.4.4           SLOW DIGITIZATION ACROSS EMERGING ECONOMIES
5.3            INDUSTRY TRENDS
5.3.1             INDUSTRY USE CASES
5.3.1.1           CASE STUDY 1: AUTODESK USES IBM WATSON ASSISTANT TO SCALE UP THE CUSTOMER QUERIES RESOLUTION
5.3.1.2           CASE STUDY 2: GROFERS USES HAPTIK BOTS TO HANDLE CUSTOMER QUERIES DURING THE LAUNCH OF MEGA SALE
5.3.1.3           CASE STUDY 3: KOTAK MAHINDRA WORKED WITH NUANCE TO LAUNCH ITS AI-POWERED VIRTUAL ASSISTANT
5.3.2             REGULATORY IMPLICATIONS
5.3.2.1           INTRODUCTION
5.3.2.2           GENERAL DATA PROTECTION REGULATION (GDPR)
5.3.2.3           HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA)
5.3.2.4           FEDERAL TRADE COMMISSION (FTC)
5.3.2.5           ISO/IEC JTC 1/SC 42
5.3.3             TECHNOLOGY LANDSCAPE
5.3.3.1           INTRODUCTION
5.3.3.2           MACHINE LEARNING AND DEEP LEARNING
5.3.3.3           NATURAL LANGUAGE PROCESSING
5.3.3.4           AUTOMATED SPEECH RECOGNITION

6.... CALL CENTER AI MARKET, BY COMPONENT

6.1            INTRODUCTION
6.2            COMPUTE PLATFORMS
6.2.1             GROWING DEMAND FOR DEVELOPING AI SOLUTIONS IS DRIVING THE ADOPTION OF COMPUTE PLATFORMS BY ENTERPRISES
6.3            SOLUTIONS
6.3.1             RISING NEED FOR ENTERPRISE AI SOLUTIONS IS DRIVING THE ADOPTION BY CALL CENTERS
6.4            SERVICES
6.4.1             CONSULTING
6.4.1.1           THESE SERVICES ENABLES CALL CENTER IN SETTING UP A ROBUST TECHNOLOGY ECO SYSTEM
6.4.2             SYSTEM INTEGRATION AND DEPLOYMENT
6.4.2.1           THESE SERVICES FACILITATES SEAMLESS INTEGRATION OF CONVERSATION AI-BASED PLATFORMS AND SOLUTIONS WITH EXISTING SYSTEMS
6.4.3             SUPPORT AND MAINTENANCE
6.4.3.1           THESE SERVICES OFFERS CONTINUED SUPPORT FOR THE DEPLOYED PLATFORMS AND SOLUTIONS

7.... CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE

7.1            INTRODUCTION
7.2            ON-PREMISES
7.2.1             DATA PRIVACY CONCERNS IS DRIVING THE ON-PREMISES DEPLOYMENT TYPE
7.3            CLOUD
7.3.1             COST-EFFECTIVENESS AND FLEXIBILITY PROVIDED BY CLOUD-BASED DEPLOYMENT DRIVE THE CLOUD SEGMENT

8.... CALL CENTER AI MARKET SIZE, BY VERTICAL

8.1            INTRODUCTION
8.2            BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI)
8.2.1             CONVERSATIONAL AI TECHNOLOGY HELPS ADDRESS BANKING CUSTOMERS’ QUERIES WITH MINIMUM RESOLUTION TIME. 55
8.3            RETAIL & E-COMMERCE
8.3.1             AI CHATBOTS HELP ADDRESS THE PERSONALIZED CUSTOMER SERVICE REQUIREMENTS IN RETAIL & E-COMMERCE VERTICAL
8.4            HEALTHCARE
8.4.1             NEED FOR 24*7 CUSTOMER SUPPORT FOR PATIENTS IS DRIVING THE USE OF AI IN THIS VERTICAL
8.5            TELECOM
8.5.1             ENHANCED CUSTOMER SERVICE DELIVERY USING CHATBOTS OFFERS A COMPETITIVE ADVANTAGE TO THE TELECOM VENDORS
8.6            MEDIA & ENTERTAINMENT
8.6.1             AI-CHATBOTS ENHANCE CUSTOMER SERVICE DELIVERY TO THE VIEWERS AND SUBSCRIBERS

8.7            TRAVEL & HOSPITALITY
8.7.1             INCREASING DEPLOYMENT OF AI CHATBOTS ADDRESSING THE 24*7 CUSTOMER SERVICE REQUIREMENT
8.8            OTHERS

9.... CALL CENTER AI MARKET, BY REGION

9.1            INTRODUCTION
9.2            NORTH AMERICA
9.2.1             US
9.2.1.1           A REVERSING TREND OF LOCAL CALL CENTER ESTABLISHMENTS IS DRIVING THE ADOPTION OF CALL CENTER AI IN THE US
9.2.2             CANADA
9.2.2.1           INCREASING ACQUISITIONS OF COMPANIES IN CANADA BY MAJOR CALL CENTER AI PLAYERS TO DRIVE THE CALL CENTER AI MARKET GROWTH IN CANADA
9.3            EUROPE
9.3.1             UK
9.3.1.1           USE OF AUTOMATED DIGITAL CHANNELS AND INCREASING USE OF CUSTOMER SELF-SERVICE SOLUTIONS IS EXPECTED TO BOOST THE CALL CENTER AI SOLUTIONS ADOPTION IN THE UK
9.3.2             GERMANY
9.3.2.1           HIGH DENSITY OF IN-HOUSE CALL CENTERS DRIVING THE ADOPTION OF CONVERSATIONAL AI IN GERMANY
9.3.3             FRANCE
9.3.3.1           EMERGING AI STARTUPS TO BOOST THE ADOPTION OF CHATBOTS OR IVAS IN CALL CENTERS
9.3.4             REST OF EUROPE
9.4            ASIA PACIFIC
9.4.1             CHINA
9.4.1.1           HIGH ADOPTION OF AI BY THE MAJOR VENDORS IN THE REGION IS DRIVING THE MARKET TOWARDS GROWTH
9.4.2             JAPAN
9.4.2.1           RISING GOVERNMENTAL INITIATIVES WITH A STRONG GROWTH STRATEGY FOCUS ON AI IS EXPECTED TO DRIVE THE CALL CENTER AI MARKET IN JAPAN
9.4.3             INDIA
9.4.3.1           RISING USAGE OF CHATBOTS OR IVAS IS EXPECTED TO BOOST THE CONTACT CENTER OUTSOURCING BUSINESSES IN INDIA
9.4.4             REST OF ASIA PACIFIC
9.5            LATIN AMERICA
9.5.1             BRAZIL
9.5.1.1           SECURITY AND THEFT PROTECTION REGULATION IN BRAZIL TO DRIVE THE GROWTH OF THE CALL CENTER AI MARKET IN THE COUNTRY
9.5.2             MEXICO
9.5.2.1           HIGH DENSITY OF CONTACT CENTER OUTSOURCING AND GOVERNMENT’S AI INITIATIVES WILL BOOST THE ADOPTION OF CHATBOTS OR IVAS IN THE CALL CENTERS IN MEXICO
9.5.3             REST OF LATIN AMERICA
9.6            MIDDLE EAST & AFRICA
9.6.1             SAUDI ARABIA
9.6.1.1           VISION 2030 AND 2016 NATIONAL TRANSFORMATION STRATEGY WILL FUEL THE ADOPTION OF AI IN SAUDI ARABIA
9.6.2             UAE
9.6.2.1           UAE AI STRATEGY 2031 IS EXPECTED TO DRIVE THE ADOPTION OF AI IN THE COUNTRY
9.6.3             REST OF MIDDLE EAST & AFRICA

10.. COMPETITIVE LANDSCAPE

10.1          COMPETITIVE LEADERSHIP MAPPING
10.1.1           VISIONARY LEADERS
10.1.2           INNOVATORS
10.1.3           DYNAMIC DIFFERENTIATORS
10.1.4           EMERGING COMPANIES
10.2          STRENGTH OF PRODUCT PORTFOLIO (25 PLAYERS)
10.3          BUSINESS STRATEGY EXCELLENCE (25 PLAYERS)
10.4          RANKING OF TOP PLAYERS IN THE CALL CENTER AI MARKET, 2019

11.. COMPANY PROFILES

11.1          IBM
(BUSINESS OVERVIEW, SOLUTIONS & SERVICES, KEY INSIGHTS, RECENT DEVELOPMENTS, SWOT ANALYSIS, MNM VIEW)*
11.2          GOOGLE
11.3          MICROSOFT
11.4          ORACLE
11.5          SAP
11.6          WS
11.7          NUANCE COMMUNICATIONS
11.8          AVAYA
11.9          HAPTIK
11.10        ARTIFICIAL SOLUTIONS
11.11        ZENDESK
11.12        CONVERSICA
11.13        RULAI
11.14        INBENTA TECHNOLOGIES
11.15        KORE.AI
11.16        EDGEVERVE SYSTEMS
11.17        PYPESTREAM
11.18        AVAAMO
11.19        TALKDESK

11.20        NICE INCONTACT
11.21        CREATIVE VIRTUAL
*DETAILS ON BUSINESS OVERVIEW, SOLUTIONS & SERVICES, KEY INSIGHTS, RECENT DEVELOPMENTS, SWOT ANALYSIS, MNM VIEW MIGHT NOT BE CAPTURED IN CASE OF UNLISTED COMPANIES.
12.. APPENDIX

LIST OF TABLES

TABLE 1              FACTOR ANALYSIS
TABLE 2              CALL CENTER AI MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)
TABLE 3              COMPUTE PLATFORMS: CALL CENTER AI MARKET SIZE, BY REGION,
2017–2024 (USD MILLION)
TABLE 4              SOLUTIONS: CALL CENTER AI MARKET SIZE, BY REGION,
2017–2024 (USD MILLION)
TABLE 5              SERVICES: CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)
TABLE 6              CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE,
2017–2024 (USD MILLION)
TABLE 7              ON-PREMISES: CALL CENTER AI MARKET SIZE, BY REGION,
2017–2024 (USD MILLION)
TABLE 8              CLOUD: CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)
TABLE 9              CALL CENTER AI MARKET SIZE, BY VERTICAL, 2017–2024 (USD MILLION)
TABLE 10            BFSI: CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)
TABLE 11            RETAIL & E-COMMERCE: CALL CENTER AI MARKET SIZE, BY REGION,
2017–2024 (USD MILLION)
TABLE 12            HEALTHCARE: CALL CENTER AI MARKET SIZE, BY REGION,
2017–2024 (USD MILLION)
TABLE 13            TELECOM: CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)
TABLE 14            MEDIA & ENTERTAINMENT: CALL CENTER AI MARKET SIZE, BY REGION,
2017–2024 (USD MILLION)
TABLE 15            TRAVEL & HOSPITALITY: CALL CENTER AI MARKET SIZE, BY REGION,
2017–2024 (USD MILLION)
TABLE 16            OTHERS: CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)
TABLE 17            CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)
TABLE 18            NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY COMPONENT,
2017–2024 (USD MILLION)
TABLE 19            NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE,
2017–2024 (USD MILLION)
TABLE 20            NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY VERTICAL,
2017–2024 (USD MILLION)
TABLE 21            NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY COUNTRY,
2017–2024 (USD MILLION)
TABLE 22            EUROPE: CALL CENTER AI MARKET SIZE, BY COMPONENT,
2017–2024 (USD MILLION)
TABLE 23            EUROPE: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE, 2017–2024 (USD MILLION) 69
TABLE 24            EUROPE: CALL CENTER AI MARKET SIZE, BY VERTICAL, 2017–2024 (USD MILLION)
TABLE 25            EUROPE: CALL CENTER AI MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION)
TABLE 26            ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)
TABLE 27            ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE,
2017–2024 (USD MILLION)
TABLE 28            ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY VERTICAL,
2017–2024 (USD MILLION)
TABLE 29            ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY COUNTRY,
2017–2024 (USD MILLION)
TABLE 30            LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY COMPONENT,
2017–2024 (USD MILLION)
TABLE 31            LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE,
2017–2024 (USD MILLION)
TABLE 32            LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY VERTICAL,
2017–2024 (USD MILLION)
TABLE 33            LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY COUNTRY,
2017–2024 (USD MILLION)
TABLE 34            MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY COMPONENT,
2017–2024 (USD MILLION)
TABLE 35            MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE, 2017–2024 (USD MILLION)
TABLE 36            MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY VERTICAL,
2017–2024 (USD MILLION)
TABLE 37            MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY COUNTRY,
2017–2024 (USD MILLION)

FIGURE 1            GLOBAL CALL CENTER AI MARKET: RESEARCH DESIGN
FIGURE 2            CALL CENTER AI MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
FIGURE 3            COMPETITIVE LEADERSHIP MAPPING: CRITERIA WEIGHTAGE
FIGURE 4            CALL CENTER AI MARKET SIZE, 2017–2024
FIGURE 5            BASED ON COMPONENT, THE COMPUTE PLATFORM SEGMENT IS LEADING THE CALL CENTER AI MARKET IN 2019
FIGURE 6            BASED ON DEPLOYMENT TYPE, THE CLOUD SEGMENT IS ESTIMATED TO ACCOUNT FOR A LARGER MARKET SHARE IN 2019 AS COMPARED TO ON-PREMISES SEGMENT
FIGURE 7            BASED ON VERTICAL, THE BFSI SEGMENT IS ESTIMATED TO LEAD
THE MARKET IN 2019
FIGURE 8            CALL CENTER AI MARKET: REGIONAL SNAPSHOT
FIGURE 9            BASED ON REGION, CALL CENTER AI MARKET IN ASIA PACIFIC IS PROJECTED TO GROW AT THE HIGHEST RATE FROM 2019 TO 2024
FIGURE 10          USE OF AI BY ORGANIZATIONS TO OFFER ENHANCED CUSTOMER SUPPORT SERVICES TO DRIVE MARKET GROWTH DURING THE FORECAST PERIOD
FIGURE 11          COMPUTE PLATFORM AND THE US ESTIMATED TO ACCOUNT FOR THE LARGEST SHARE OF THE NORTH AMERICA CALL CENTER AI MARKET IN 2018
FIGURE 12          CALL CENTER AI MARKET IN JAPAN PROJECTED TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD
FIGURE 13          CALL CENTER AI MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
FIGURE 14          COMPUTE PLATFORMS SEGMENT TO HOLD A HIGHER SHARE IN THE CALL CENTER AI MARKET IN 2019
FIGURE 15          CLOUD SEGMENT TO ACCOUNT FOR A LARGER MARKET SIZE AS COMPARED TO ON-PREMISES SEGMENT DURING THE FORECAST PERIOD
FIGURE 16          BFSI SEGMENT TO ACCOUNT FOR THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD   54
FIGURE 17          NORTH AMERICA TO BE THE LARGEST CALL CENTER AI MARKET DURING THE FORECAST PERIOD   63
FIGURE 18          ASIA PACIFIC CALL CENTER AI MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
FIGURE 19          NORTH AMERICA: MARKET SNAPSHOT
FIGURE 20          ASIA PACIFIC: MARKET SNAPSHOT
FIGURE 21          CALL CENTER AI MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING, 2019
FIGURE 22          RANKING OF TOP MARKET PLAYERS, 2019
FIGURE 23          IBM: COMPANY SNAPSHOT
FIGURE 24          SWOT ANALYSIS: IBM
FIGURE 25          GOOGLE: COMPANY SNAPSHOT
FIGURE 26          SWOT ANALYSIS: GOOGLE
FIGURE 27          MICROSOFT: COMPANY SNAPSHOT
FIGURE 28          SWOT ANALYSIS: MICROSOFT
FIGURE 29          ORACLE: COMPANY SNAPSHOT
FIGURE 30          SWOT ANALYSIS: ORACLE
FIGURE 31          SAP: COMPANY SNAPSHOT
FIGURE 32          SWOT ANALYSIS: SAP
FIGURE 33          AWS: COMPANY SNAPSHOT
FIGURE 34          NUANCE COMMUNICATIONS: COMPANY SNAPSHOT
FIGURE 35          AVAYA: COMPANY SNAPSHOT
FIGURE 36          ARTIFICIAL SOLUTIONS: COMPANY SNAPSHOT
FIGURE 37          ZENDESK: COMPANY SNAPSHOT

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