The rising consumer data in various industries such as retail, BFSI, and others are creating growth opportunities in the call center AI market. With the growing digitalization across the globe, big data is on a continuous rise. According to the World Economic Forum, in February 2017, more than 3 billion people are connected to the internet that creates a huge amount of data in the industries. Big data analytics involves the process of gathering, organizing, and analyzing large sets of data to find useful information. It can help businesses to effectively understand the information contained in the stored data and enables them to identify the most essential data that is highly important to the consumer support system.
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This initiation of big data analytics is encouraging the demand for AI in customer support that further driving the call center AI market. AI algorithms leverage the ability of IoT and big data analytics platforms. The types of IoT data include transformed (valued-added data), raw (untouched and unstructured) data, and metadata. AI is useful in the management of all these data forms in terms of identifying, categorizing, and decision making in customer support. AI along with big data analytics offers the ability to produce meaningful raw data which can further support the decision-making process. One of the major instances includes the use of big data analytics at Walmart that supports automated business decisions. Each week, nearly 265 million customers and members visit Walmart’s more than 11,200 stores under 55 banners in 27 countries and eCommerce websites in 10 countries. As a result, the company collects 2.5 petabytes of unstructured data at every hour from one million customers.
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Growing online customer support
The growth in online customer support encourages the growth of the call center AI market. AI in online customer supports assists the team in reducing all the robotic tasks that they were used to do before. Customer support plays an important role in online business as it assists in customer retaining, provides value, creates endorsements, and prevents business failure. Online customer support is offered through various channels such as Phone support, online chat, email support, on-site support, remote support, and social media. AI has also assisted the online businesses in collecting more data about the customers as compared to data collection by humans.
With the development in machine learning and AI provides ample opportunity to the call center AI market. Surveys, product usage, and customer discussions- all contain a lot of insight about what customers need, however, it is difficult for humans to exactly understand and analyze this unstructured data. Furthermore, with the use of natural language processing, AI can read a ticket (complaint) and forward it to the exact team much faster than a human team Recent trends such as chat support, use of AI, contact through social media, machine learning, real-time support, live-video facility, internet of things (IoT), and work from home employment assists online customer support drives the growth in customer support services.
Global Call Center AI Market- Segmentation
By Deployment Type
- On-Premises
- Cloud-based
By Industry
- BFSI
- Retail & E-Commerce
- IT & Telecom
- Media & Entertainment
- Travel and Hospitality
- Others (Healthcare)
Global Call Center AI Market– Segment by Region
North America
- US
- Canada
Europe
- Germany
- UK
- France
- Spain
- Italy
- Rest of Europe
Asia-Pacific
- China
- Japan
- India
- Rest of Asia-Pacific
Company Profiles
- Amazon Web Services, Inc.
- Artificial Solutions Holding Ash AB
- Avaamo, Inc.
- Avaya, Inc.
- Conversica, Inc.
- Creative Virtual, Ltd.
- EdgeVerve Systems, Ltd.
- Google, LLC
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