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市場調查報告書
商品編碼
1788057
CX 中的 AI編配－創新與轉型的驅動力AI Orchestration in CX - Powering Innovation & Transformation |
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關鍵應用與公司簡介矩陣
人工智慧 (AI) 對客戶體驗 (CX) 產業的影響和發展勢頭是深遠的。這是一個瞬息萬變的環境，推動著各行各業掀起大規模的創新浪潮。 Frost & Sullivan 的客戶正在積極尋求 AI 技術專業知識和解決方案，以增強客戶經驗(CX) 能力並提高投資收益(ROI)。本研究更全面地闡述了 AI 如何改變客戶體驗 (CX) 格局，識別了推動更佳客戶體驗交付的關鍵 AI 應用，並概述了促成這一及時轉型的公司和職能部門。
調查目的
- 我們概述並討論了推動 CX 產業大規模創新的關鍵 AI 應用。
- 我們識別並分析開發和銷售這些人工智慧應用程式的軟體供應商。
- 我們在 CX 矩陣中展示了一個 AI編配，將這些軟體供應商的功能對應到這些關鍵的 AI 應用程式。
目錄
調查範圍
CX應用中的AI和推薦公司
CX 的 AI編配
- 代理人工智慧
- 基於代理的 CX AI
- 代理AI特徵矩陣
- 人工智慧分析
- 面向客戶體驗的 AI 分析
- AI分析功能矩陣
- 人工智慧工作室
- 面向客戶體驗的 AI Studio
- AI Studio 功能矩陣
- 對話式人工智慧
- 面向客戶體驗的對話式人工智慧
- 對話式人工智慧功能矩陣
- 智慧虛擬助手
- CX 的 IVA
- IVA 功能矩陣
- 知識管理
- CX 知識管理
- 知識管理能力矩陣
- 品質保證與控制
- CX品質保證與管理
- 品質保證與管理能力矩陣
- 安全性和身份驗證
- CX 安全性和身份驗證
- 安全性和身份驗證功能矩陣
- 社群媒體管理
- CX 的社群媒體管理
- 社群媒體管理功能矩陣
- 培訓與績效管理
- CX培訓與績效管理
- 培訓與績效管理功能矩陣
- 員工敬業度管理
- CX 員工敬業度管理
- 員工敬業度管理功能矩陣
CX 中的 AI編配
- 利用大規模語言模式進行 CX 的 AI編配
- CX 中 AI編配的雲端基礎設施
公司簡介
- Ada
- AmplifAI
- Assembled
- Avaamo
- Calabrio
- Centrical
- Cognigy
- Content Guru
- Coveo
- Diabolocom
- Engageware
- Enghouse Interactive
- Five9
- Forethought
- Genesys
- Mitel
- NiCE
- Puzzel
- Quiq
- SoundHound
- Sprinklr
- Talkdesk
- Vonage
- YellowAI
附錄
- 成長機會推動成長管道引擎
- 為什麼成長變得越來越困難
- 策略要務
後續步驟Next steps
Key Applications and Company Profiles Matrix
The impact and momentum of artificial intelligence (AI) on the customer experience (CX) industry are profound. It's a rapidly changing environment, enabling a massive wave of innovation across business and industry. Frost & Sullivan clients are actively seeking AI technology expertise and solutions that can enhance their customer experience (CX) capabilities and improve their return on investment (ROI). This research provides a more comprehensive understanding of how AI is transforming the CX landscape, identifying the key AI applications that now drive the delivery of better CX, and profiles the companies and capabilities that are enabling this timely transformation.
Research Objectives:
- Outline and discuss the key AI applications that are helping drive massive innovation in the CX industry.
- Identify and profile software providers who develop and market these AI applications.
- Present an AI orchestration in a CX matrix that maps the capabilities of these software providers to these key AI applications.
Table of Contents
Research Scope
- Research Objectives and Methodology
AI in CX Applications and Profiled Companies
AI Orchestration of CX
- Agentic AI
- Agentic AI for CX
- Agentic AI Capabilities Matrix
- AI Analytics
- AI Analytics for CX
- AI Analytics Capabilities Matrix
- AI Studio
- AI Studio for CX
- AI Studio Capabilities Matrix
- Conversational AI
- Conversational AI for CX
- Conversational AI Capabilities Matrix
- Intelligent Virtual Assistants
- IVAs for CX
- IVA Capabilities Matrix
- Knowledge Management
- Knowledge Management for CX
- Knowledge Management Capabilities Matrix
- Quality Assurance & Management
- Quality Assurance & Management for CX
- Quality Assurance & Management Capabilities Matrix
- Security & Authentication
- Security & Authentication for CX
- Security & Authentication Capabilities Matrix
- Social Media Management
- Social Media Management for CX
- Social Media Management Capabilities Matrix
- Training & Performance Management
- Training & Performance Management for CX
- Training & Performance Management Capabilities Matrix
- Workforce Engagement Management
- Workforce Engagement Management for CX
- Workforce Engagement Management Capabilities Matrix
AI Orchestration in CX
- Large Language Model Usage for AI Orchestration of CX*
- Cloud Infrastructure for AI Orchestration in CX*
Company Profiles
- Ada
- AmplifAI
- Assembled
- Avaamo
- Calabrio
- Centrical
- Cognigy
- Content Guru
- Coveo
- Diabolocom
- Engageware
- Enghouse Interactive
- Five9
- Forethought
- Genesys
- Mitel
- NiCE
- Puzzel
- Quiq
- SoundHound
- Sprinklr
- Talkdesk
- Vonage
- YellowAI
Appendix
- Growth Opportunities Fuel the Growth Pipeline Engine
- Why Is It Increasingly Difficult to Grow?
- The Strategic Imperative 8
Next Steps
- Benefits and Impacts of Growth Opportunities
- Next Steps
- List of Exhibits
- Legal Disclaimer
