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市場調查報告書
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1557255

客戶服務中的人工智慧市場－2024年至2029年預測

AI in Customer Service Market - Forecasts from 2024 to 2029
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 149 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

客戶服務市場中的人工智慧預計到 2029 年將達到 1,384,688,000 美元，預測期內複合年成長率為 23.93%，而 2024 年為 473,659,000 美元。

人工智慧客戶服務是一種人工解決方案，專門設計用於為任何組織中的消費者提供服務並與之互動。該服務允許公司隨時與多個客戶進行互動和查詢，從而減少營業收益。這些服務也透過聊天和語音援助提供快速回應和便利服務，提高客戶滿意度。

預計全球線上零售額的成長將推動客戶服務中人工智慧的需求。在零售業，人工智慧客服為客戶提供方便快速的支持，提升客戶體驗。這些服務還可以幫助企業降低營運成本並增加客戶獲取。美國人口普查局報告稱，過去幾季美國電子商務（線上零售）銷售額持續成長。 2023 年第三季電子商務銷售額約為 2,797.39 億美元，2023 年第四季增至 2,832.93 億美元，2024 年第一季最終達到 2,892.4 億美元，達到 10,000 美元。

此外，隨著機器學習、自然語言處理和其他人工智慧解決方案的日益採用，該市場預計將呈指數級成長，以理解和破解客戶行為並提供量身定做的幫助。此外，積極努力增強虛擬助理和基於語音的通訊，並與客戶建立即時連接，正在為市場創造新的成長前景。

客戶服務中的人工智慧市場驅動力

  • 網路世界的日益普及預計將推動客戶服務市場對人工智慧的需求。

全球人工智慧客戶服務市場開拓的關鍵驅動力之一與個人網路的日益普及有關。隨著網路存取的增加，金融和零售等企業正在線上平台上建立業務。線上業務的成長帶動了各種快節奏的客戶服務成長，例如聊天機器人和虛擬助理。

電訊（ITU）在報告中指出，世界人口的網路普及率正在不斷提高。根據這份報告，到2021年，大約有49億人口將能夠使用網際網路，到2022年將擴大到大約51億，到2023年將達到54億。

美國地區預計將擁有相當大的市場佔有率。美國是領先的人工智慧採用者之一。隨著機械進步和各工業領域不斷進步的趨勢，對聊天機器人、生成式人工智慧、虛擬援助等人工智慧服務解決方案的需求預計將進一步大幅擴張。銀行、零售和醫療保健等關鍵產業的人工智慧採用預計將出現顯著成長，並透過持續推動各種工業業務數位化的企業進一步加強。

由於精通科技的人口不斷成長，美國的數位客戶參與度也在上升。 Verint 的 2023 年數位客戶體驗狀況報告在美國各地進行了 2,000 多項調查，以了解客戶對品牌參與的偏好，結果發現，18 歲至44% 的受訪者中，53% 至44% 的受訪者更喜歡數位管道，47% 的受訪者更喜歡電話。這種程度的參與激勵公司採取更廣泛的以客戶為中心的方法來提供無縫的客戶體驗。

同樣，美國零售品牌也在選擇人工智慧和其他新解決方案，以更好地了解客戶資訊並防止損失。根據美國零售聯合會對 177 個美國品牌進行的 2023 年全國零售安全調查，37% 的受訪者投資了用於詐欺檢測分析的AI 相關技術。

美國是技術創新中心，人工智慧領域的利潤豐厚投資正在為這些技術提供新的成長前景。美國的多家人工智慧供應商正在投資推出和創新。例如，2023 年 8 月，Freshworks Inc. 宣布推出一款人工智慧驅動的“客戶服務套裝”，整合了代理驅動的對話式通訊、自動票務管理和自助服務機器人。

客戶服務AI市場的限制因素

  • 消費者資料隱私和安全問題可能會阻礙人工智慧在客戶服務市場的成長。

對資料隱私和安全的擔憂影響了人工智慧客戶服務，導致資料外洩和個人資料濫用，降低了消費者的信任。日益嚴格的資訊隱私法規限制了資訊收集和使用，阻礙了人工智慧在客戶服務中的改進和部署。此外，實施嚴格的資料安全措施並遵守法規將增加人工智慧客服解決方案的營運成本。

人工智慧在客戶服務領域的主要市場開拓：

  • 2024 年 6 月 - Target 宣布計劃在 2024 年 8 月之前為商店團隊成員建立一款名為 Store Companion 的新 GenAI 設備。其由 GenAI 驅動的聊天機器人透過回答工作處理問題、指導新團隊的人員以及支援商店營運管理來提供協助。目標是透過簡化團隊的工作、更有效地工作、提供更快的服務和提高客戶參與度來升級購物體驗。

客戶服務中的人工智慧主要市場參與企業：

  • IBM - IBM 是人工智慧客戶服務解決方案的參與企業，提供人工智慧驅動的聊天機器人來改善客戶體驗。 IBM Watson Assistant 旨在透過分析客戶互動和識別模式來改善客戶體驗、減少等待時間、提高專業生產力並提供有用的知識，從而減少人工代理的工作量。
  • Aisera-Aisera是一家全球人工智慧客戶服務解決方案供應商，策略性定位為快速成長的人工智慧客戶服務市場的參與企業。該公司獨特的解決方案包括 Aisera 的 Enterprise AI Copilot，這是一款與 AiseraGPT 結合的重要人工智慧工具，可實現跨語音和數位管道的多語言、個人化對話。
  • Vonage - Vonage 的對話式 AI 專為企業設計，旨在增強客戶溝通並提高競爭優勢。該公司提供各種人工智慧服務，包括語音辨識、自然語言理解和文字轉語音，使公司能夠創建客自訂的人工智慧應用程式。

目錄

第1章簡介

  • 市場概況
  • 市場定義
  • 調查範圍
  • 市場區隔
  • 貨幣
  • 先決條件
  • 基準年和預測年時間表
  • 相關人員的主要利益

第2章調查方法

  • 研究設計
  • 調查過程

第3章執行摘要

  • 主要發現

第4章市場動態

  • 市場促進因素
  • 市場限制因素
  • 波特五力分析
  • 產業價值鏈分析
  • 分析師觀點

第5章 客戶服務中的人工智慧市場：依技術分類

  • 介紹
  • 聊天機器人
  • 虛擬援助
  • 基於生成人工智慧的常見問題解答
  • 來自客戶的資料洞察

第6章 客戶服務中的人工智慧市場：依部署分類

  • 介紹
  • 雲
  • 本地
  • 混合

第7章 客戶服務中的人工智慧市場：依應用分類

  • 介紹
  • 金融
  • 科技公司
  • 政府
  • 零售
  • 醫療保健
  • 款待
  • 其他

第8章 客戶服務中的人工智慧市場：按地區

  • 介紹
  • 北美洲
    • 依技術
    • 按發展
    • 按用途
    • 按國家/地區
  • 南美洲
    • 依技術
    • 按發展
    • 按用途
    • 按國家/地區
  • 歐洲
    • 依技術
    • 按發展
    • 按用途
    • 按國家/地區
  • 中東/非洲
    • 依技術
    • 按發展
    • 按用途
    • 按國家/地區
  • 亞太地區
    • 依技術
    • 按發展
    • 按用途
    • 按國家/地區

第9章競爭環境及分析

  • 主要企業及策略分析
  • 新興參與企業和巨大的盈利
  • 合併、收購、協議和合作
  • 競爭對手儀表板

第10章 公司簡介

  • Aisera
  • Vonage America, LLC
  • Nuance Communications, Inc.
  • NitroBots（iCumulus Pty Ltd）
  • Tiledesk
  • Nokia
  • IBM
  • Amelia US LLC
  • Zendesk
  • CallMiner
  • Convin
  • Enthu.AI
  • NICE
  • Verint
  • Bright Pattern, Inc.
簡介目錄
Product Code: KSI061616799

The AI in customer service market is projected to grow at a CAGR of 23.93% over the forecast period, from US$473.659 million in 2024 and is expected to reach US$1,384.688 million by 2029.

AI customer service is a type of artificial solution designed especially to provide and interact with the consumers of any organization. The services offer a reduction in the company's operating revenue, as this can interact with multiple customers or inquiries at any given time. These services also improve customer satisfaction, offering a quick response and convenient services through chat or voice assistance.

The increase in global online retail sales is forecasted to boost the demand for AI customer services. In the retail industry, AI customer services offer convenient and quick customer support, enhancing the customer experience. These services also help businesses reduce operating costs and increase customer acquisitions. The US Census Bureau reported that the nation's e-commerce or online retail sales continually expanded over the past few quarters. The e-commerce sales in the third quarter of 2023 were recorded at about US$279.739 billion, which increased to US$283.293 billion in the fourth quarter of 2023, finally reaching US$289.204 billion in the first quarter of 2024.

Further, the market is anticipated to develop exponentially, which is inferable to the rising adoption of machine learning, natural language processing, and other AI solutions to understand and decipher client behavior and offer personalized assistance to them. In addition, favorable efforts to bolster virtual assistant and voice-based communication in establishing real-time connections with customers have provided new growth prospects for the market.

AI IN CUSTOMER SERVICE MARKET DRIVERS:

  • An increase in the global accessibility of the internet is expected to boost the demand for the AI in customer service market.

One of the primary drivers for the development of the global AI customer services market can be connected to the expanding accessibility of the Internet among individuals. With the increase in internet accessibility, businesses like finance, retail, and others have marked their presence on online platforms. These increases in online businesses create the growth of various fast-paced customer services, like chatbots and virtual assistants.

The International Telecommunication Union (ITU) stated in its report that the internet availability among the globe's population has increased constantly. According to the information, approximately 4.9 billion of the population had the availability of the Internet in 2021, which expanded to around 5.1 billion in 2022 and advanced to 5.4 billion in 2023.

The United States region is expected to have a considerable market share. The United States is one of the major AI-adopting countries. With the continuous trend of mechanical progressions and advancements over different industry verticals, the necessity for AI service solutions such as chatbots, generative AI, and virtual assistance is additionally anticipated to provide positive expansion. Major divisions such as banking, retail, and healthcare are expected to witness noteworthy growth in AI adoption, further bolstered by continuous ventures to drive the digitization of various industrial businesses.

Besides, digital client engagement is on the rise in the United States, accelerated by the increasing tech-savvy population. According to Verint's "2023 State of Digital Customer Experience" report, in which more than 2,000 surveys across the US were conducted to determine customers' preferences for brand engagement, 53% of the respondents aged 18 to 44 preferred digital channels, and 47% preferred phones. Such high engagement has motivated companies to adopt a much wider customer-centric approach to providing a seamless customer experience.

Likewise, retail brands in the United States are also opting for AI and other emerging solutions to better understand their customer's references and prevent loss. According to the "2023 National Retail Security Survey" conducted by the National Retail Federation and covering 177 US brands, 37% of the respondents are investing in AI-related technologies for fraud detection analytics, while 15% have already started implementing them.

The USA is the hub for technological innovations, and favorable investment in artificial intelligence has provided new growth prospects for such technology. Various US-based AI providers are investing in launches and innovations. For instance, in August 2023, Freshworks Inc. launched its AI-powered "Customer Service Suit" that integrates agent-led conversational messaging, automated ticketing management, and self-service bots.

AI IN CUSTOMER SERVICE MARKET RESTRAINTS:

  • Data privacy and security concerns among consumers could hinder the AI in customer service market growth.

Data privacy and security concerns are affecting AI customer service due to high-profile breaches and abuse of personal data, which is decreasing consumer trust. Stricter information privacy regulations restrain information collection and utilization, preventing AI customer service improvement and deployment. Moreover, executing vigorous data security measures and complying with regulations increases the operational costs of AI customer service solutions.

AI in Customer Service Key Market Developments:

  • June 2024- Target released plans to establish a new GenAI device called Store Companion to its store team members by August 2024. Their GenAI-powered chatbot assists by replying to on-the-job handle questions, coaching new team individuals, and supporting store operations management. The objective is to simplify the teams' jobs, permitting them to work more effectively, offer quicker service, and upgrade the shopping experience by improving visitor engagement.

AI in Customer Service Key Market Players:

  • IBM- BM is the leading player in AI customer service solutions and provides AI-powered chatbots that enhance customer experience. IBM Watson Assistant is an AI-powered virtual assistant from IBM developed to improve client experience, decrease wait times, progress specialist productivity, and give profitable bits of knowledge by analyzing client interactions and recognizing patterns, subsequently decreasing human agents' workload.
  • Aisera- The company is a global provider of AI-powered customer service solutions and has strategically positioned itself as a key player in the rapidly growing AI in customer service market. The company's unique solution includes Aisera's Enterprise AI Copilot, an essential AI tool coupled with AiseraGPT that enables multilingual and personalized conversations across voice and digital channels.
  • Vonage- Vonage conversational AI is specifically designed for businesses to enhance their customer communication and improve their competitive advantage. The company offers various AI services, including speech recognition, natural language understanding, and text-to-speech, empowering businesses to create custom AI applications.

Market Segmentation:

AI in Customer Service Market is segmented and analyzed as below:

By Technology

  • Chatbots
  • Virtual Assistance
  • Generative AI-based FAQs
  • Data Insights from Customers

By Deployment

  • Cloud
  • On-Premise
  • Hybrid

By Application

  • Finance
  • Technology Company
  • Government
  • Retail
  • Healthcare
  • Hospitality
  • Others

By Geography

  • North America
  • USA
  • Canada
  • Mexico
  • South America
  • Brazil
  • Argentina
  • Others
  • Europe
  • Germany
  • France
  • United Kingdom
  • Spain
  • Others
  • Middle East and Africa
  • Saudi Arabia
  • UAE
  • Israel
  • Others
  • Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Indonesia
  • Taiwan
  • Others

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. Market Overview
  • 1.2. Market Definition
  • 1.3. Scope of the Study
  • 1.4. Market Segmentation
  • 1.5. Currency
  • 1.6. Assumptions
  • 1.7. Base and Forecast Years Timeline
  • 1.8. Key benefits for the stakeholders

2. RESEARCH METHODOLOGY

  • 2.1. Research Design
  • 2.2. Research Process

3. EXECUTIVE SUMMARY

  • 3.1. Key Findings

4. MARKET DYNAMICS

  • 4.1. Market Drivers
  • 4.2. Market Restraints
  • 4.3. Porter's Five Forces Analysis
    • 4.3.1. Bargaining Power of Suppliers
    • 4.3.2. Bargaining Power of Buyers
    • 4.3.3. Threat of New Entrants
    • 4.3.4. Threat of Substitutes
    • 4.3.5. Competitive Rivalry in the Industry
  • 4.4. Industry Value Chain Analysis
  • 4.5. Analyst view

5. AI IN CUSTOMER SERVICE MARKET BY TECHNOLOGY

  • 5.1. Introduction
  • 5.2. Chatbots
  • 5.3. Virtual Assistance
  • 5.4. Generative AI-based FAQs
  • 5.5. Data Insights from Customers

6. AI IN CUSTOMER SERVICE MARKET BY DEPLOYMENT

  • 6.1. Introduction
  • 6.2. Cloud
  • 6.3. On-Premise
  • 6.4. Hybrid

7. AI IN CUSTOMER SERVICE MARKET BY APPLICATION

  • 7.1. Introduction
  • 7.2. Finance
  • 7.3. Technology Company
  • 7.4. Government
  • 7.5. Retail
  • 7.6. Healthcare
  • 7.7. Hospitality
  • 7.8. Others

8. AI IN CUSTOMER SERVICE MARKET BY GEOGRAPHY

  • 8.1. Introduction
  • 8.2. North America
    • 8.2.1. By Technology
    • 8.2.2. By Deployment
    • 8.2.3. By Application
    • 8.2.4. By Country
      • 8.2.4.1. USA
      • 8.2.4.2. Canada
      • 8.2.4.3. Mexico
  • 8.3. South America
    • 8.3.1. By Technology
    • 8.3.2. By Deployment
    • 8.3.3. By Application
    • 8.3.4. By Country
      • 8.3.4.1. Brazil
      • 8.3.4.2. Argentina
      • 8.3.4.3. Others
  • 8.4. Europe
    • 8.4.1. By Technology
    • 8.4.2. By Deployment
    • 8.4.3. By Application
    • 8.4.4. By Country
      • 8.4.4.1. Germany
      • 8.4.4.2. France
      • 8.4.4.3. United Kingdom
      • 8.4.4.4. Spain
      • 8.4.4.5. Others
  • 8.5. Middle East and Africa
    • 8.5.1. By Technology
    • 8.5.2. By Deployment
    • 8.5.3. By Application
    • 8.5.4. By Country
      • 8.5.4.1. Saudi Arabia
      • 8.5.4.2. UAE
      • 8.5.4.3. Israel
      • 8.5.4.4. Others
  • 8.6. Asia Pacific
    • 8.6.1. By Technology
    • 8.6.2. By Deployment
    • 8.6.3. By Application
    • 8.6.4. By Country
      • 8.6.4.1. China
      • 8.6.4.2. Japan
      • 8.6.4.3. India
      • 8.6.4.4. South Korea
      • 8.6.4.5. Indonesia
      • 8.6.4.6. Taiwan
      • 8.6.4.7. Others

9. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 9.1. Major Players and Strategy Analysis
  • 9.2. Emerging Players and Markey Lucrativeness
  • 9.3. Mergers, Acquisitions, Agreements, and Collaborations
  • 9.4. Competitive Dashboard

10. COMPANY PROFILES

  • 10.1. Aisera
  • 10.2. Vonage America, LLC
  • 10.3. Nuance Communications, Inc.
  • 10.4. NitroBots (iCumulus Pty Ltd)
  • 10.5. Tiledesk
  • 10.6. Nokia
  • 10.7. IBM
  • 10.8. Amelia US LLC
  • 10.9. Zendesk
  • 10.10. CallMiner
  • 10.11. Convin
  • 10.12. Enthu.AI
  • 10.13. NICE
  • 10.14. Verint
  • 10.15. Bright Pattern, Inc.