世界のコールセンターAI市場(~2027年):コンポーネント別、チャネルモード別(電話、ソーシャルメディア&チャット)、アプリケーション別(労働力最適化(WFO)、予測コールルーティング)、展開モード別、産業別、地域別

【英語タイトル】Call Center AI Market with Covid-19 Impact Analysis, By Component, Mode of Channel (Phone, Social Media, & Chat), Application (Workforce Optimization & Predictive Call Routing), Deployment Mode, Vertical and Region - Global Forecast to 2027

MarketsandMarketsが出版した調査資料(TC7161-22)・商品コード:TC7161-22
・発行会社(調査会社):MarketsandMarkets
・発行日:2022年5月20日
・ページ数:295
・レポート言語:英語
・レポート形式:PDF
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・産業分野:IT&通信
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❖ レポートの概要 ❖

マーケッツアンドマーケッツ社は、世界のコールセンターAI市場規模が2022年16億ドルから2027年41億ドルまで達し、年平均21.3%成長すると予想しています。本市場調査資料では、コールセンターAIの世界市場を広く調査・分析し、イントロダクション、調査手法、エグゼクティブサマリー、プレミアムインサイト、市場概要・産業動向、コンポーネント別(ソリューション、サービス)分析、組織規模別(大企業、中小企業)分析、チャネルモード別(電話、ソーシャルメディア、チャット、Eメール/テキスト、ウェブサイト)分析、展開モード別(クラウド、オンプレミス)分析、地域別分析、競争状況、企業情報、隣接・関連市場など、以下の構成でまとめました。
・イントロダクション
・調査手法
・エグゼクティブサマリー
・プレミアムインサイト
・市場概要・産業動向
・世界のコールセンターAI市場規模:コンポーネント別(ソリューション、サービス)
・世界のコールセンターAI市場規模:組織規模別(大企業、中小企業)
・世界のコールセンターAI市場規模:チャネルモード別(電話、ソーシャルメディア、チャット、Eメール/テキスト、ウェブサイト)
・世界のコールセンターAI市場規模:展開モード別(クラウド、オンプレミス)
・世界のコールセンターAI市場規模:地域別
・競争状況
・企業情報
・隣接・関連市場

“The global Call Center AI Market size is to grow from USD 1.6 billion in 2022 to USD 4.1 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.3% during the forecast period.”
The major factors driving the growth of the Call Center AI Market are the advent of AI by organizations to offer enhanced customer support services is driving the growth of the call center AI market. Additionally, growth in customer engagement through social media platforms and increased data generation through the Internet of Things (IoT), social media, and advancements in imaging technologies are also among the factors driving the call center AI market growth. However, unsupervised self-learning of chatbots is a major restraining factor for the adoption of call center AI solutions, as self-training of autonomous virtual agents through complex data and unsupervised learning algorithms is a very difficult task.

With COVID-19 spreading worldwide, global organizations with people who frequently travel internationally can leverage the use of mobile devices for important communications. Organizations can help keep those users who live abroad to handle potential risks by leveraging call center AI solutions to handle customers’ queries in real-time. The call center AI market is expected to witness a slowdown in 2020 due to the global lockdown, which is impacting global manufacturing, supply chains, and logistics. The manufacturing, transportation & logistics, and retail & consumer goods sectors have been most severely affected. The availability of essential items has also been impacted due to the lack of manpower to work on production lines, supply chains, and transportation, even though essential items are exempted from the lockdown. The situation is expected to come under control by early 2021.

“The services segment is projected to grow at a higher CAGR during the forecast period.”
The services segment is projected to grow at a higher CAGR during the forecast period. This can be attributed to the need for determining the time and cost required to install the solution that requires fully managed call center AI services. Call center AI solutions ensure the strengthening of customer relationships, resulting in increased first call resolution rate and improved customer experience.

“The large enterprises segment will hold the larger market share during the forecast period.”
The large enterprises segment is estimated to hold a larger market share in 2022. Large enterprises focus on solutions to effectively manage complex business processes to enhance customer engagement. Hence, these organizations are using call center AI solutions to effectively manage complex operations. The SMEs segment is projected to register a higher CAGR during the forecast period due to the growing need to enhance business processes, reach new customers, stay competitive and control their spending.

“The social media segment is to grow at the highest CAGR during the forecast period.”
The social media segment is estimated to grow at the highest CAGR during the forecast period due to the rising demand for social media used in sentiment analysis that helps understand customer perceptions about the brand. It also helps amplify customer service quickly through shares and likes. The phone mode of channel is expected to hold the largest share in 2022 due to the rising penetration of smartphones users across the globe.

“The cloud segment is expected hold larger market size during the forecast period.”
The cloud segment is expected to hold larger market size during the forecast period. The cloud technology benefit of easy deployment and minimal capital requirement facilitates the adoption of the cloud deployment model. The increasing demand for scalable, easy-to-use, and cost-effective solutions is expected to boost the demand of cloud-based call center AI in the market. Call Center AI solutions are expected to accelerate the growth of the cloud segment in the call center AI market. Moreover, cloud-based call center AI solutions enable business operations to improve employee productivity and save OPEX. Hence, the cloud-based deployment mode is gaining traction in the coming years.

“The predictive call routing segment is expected to have the highest CAGR during the forecast period.”
The predictive call routing segment is expected to have the highest CAGR during the forecast period. The predictive call routing application ensures the highest possibility of first contact resolution (FCR) and prevents overburdening agents by adapting to their existing call queue in the call center AI market.

“The BFSI segment is expected to hold the largest market size during the forecast period.”
The BFSI segment is projected to hold the largest market size during the forecast period. The growth of this vertical is attributed to the increased adoption of call center AI solutions by financial institutions, which helps them flawlessly connect with customers, improve customer experience, and lowers customer churn. The growth of the segment is attributed to the rising need to protect businesses from costly regulatory litigations and reputational risks due to fraudulent activities while storing and managing customer information and serving customers.

“Among regions, APAC holds the highest CAGR during the forecast period”
The market in the Asia Pacific is expected to grow at the highest CAGR during the forecast period due to the increasing penetration of advanced technologies, rising GDP of countries, and high density of contact center outsourcing operations. Asia Pacific consists of emerging economies, such as China, Japan, and India, where call center AI solutions are being deployed at a large scale due to the presence of a lot of data centers and a high density of BPO operations. Moreover, the demand for cloud-based call center AI solutions by business enterprises is expected to enhance the customer experience in the region.

❖ レポートの目次 ❖

1 INTRODUCTION 43
1.1 OBJECTIVES OF STUDY 43
1.2 MARKET DEFINITION 43
1.2.1 INCLUSIONS AND EXCLUSIONS 43
1.3 MARKET SCOPE 44
1.3.1 MARKET SEGMENTATION 44
1.3.2 REGIONS COVERED 45
1.3.3 YEARS CONSIDERED 45
1.4 CURRENCY CONSIDERED 46
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2018–2020 46
1.5 STAKEHOLDERS 46
1.6 SUMMARY OF CHANGES 46
2 RESEARCH METHODOLOGY 48
2.1 RESEARCH DATA 48
FIGURE 1 CALL CENTER AI MARKET: RESEARCH DESIGN 48
2.1.1 SECONDARY DATA 49
2.1.2 PRIMARY DATA 49
TABLE 2 PRIMARY INTERVIEWS 49
2.1.2.1 Breakup of primary profiles 50
2.1.2.2 Key industry insights 50
2.2 MARKET BREAKUP AND DATA TRIANGULATION 51
FIGURE 2 DATA TRIANGULATION 51
2.3 MARKET SIZE ESTIMATION 52
FIGURE 3 CALL CENTER AI MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 52
2.3.1 TOP-DOWN APPROACH 52
2.3.2 BOTTOM-UP APPROACH 52
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 1 (SUPPLY-SIDE): REVENUE FROM SOLUTIONS/SERVICES OF CALL CENTER AI MARKET 53
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY- APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CALL CENTER AI MARKET 53
FIGURE 6 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF CALL CENTER AI MARKET 54
FIGURE 7 MARKET SIZE ESTIMATION METHODOLOGY-APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CALL CENTER AI THROUGH OVERALL CALL CENTER AI SPENDING 55
2.4 MARKET FORECAST 56
TABLE 3 FACTOR ANALYSIS 56
2.5 COMPANY EVALUATION MATRIX METHODOLOGY 57
FIGURE 8 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE 57
2.6 STARTUP/SME EVALUATION MATRIX METHODOLOGY 58
FIGURE 9 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE 58
2.7 ASSUMPTIONS FOR STUDY 58
2.8 LIMITATIONS OF STUDY 60
2.9 IMPLICATIONS OF COVID-19 ON CALL CENTER AI MARKET 61
FIGURE 10 QUARTERLY IMPACT OF COVID-19 DURING 2020–2021 61
3 EXECUTIVE SUMMARY 64
TABLE 4 GLOBAL CALL CENTER AI MARKET SIZE AND GROWTH RATE,
2016–2021 (USD MILLION, Y-O-Y %) 66
TABLE 5 GLOBAL CALL CENTER AI MARKET SIZE AND GROWTH RATE,
2022–2027 (USD MILLION, Y-O-Y %) 66
FIGURE 11 CALL CENTER AI MARKET SNAPSHOT, BY COMPONENT 66
FIGURE 12 CALL CENTER AI MARKET SNAPSHOT, BY SOLUTION 66
FIGURE 13 CALL CENTER AI MARKET SNAPSHOT, BY SERVICE 67
FIGURE 14 CALL CENTER AI MARKET SNAPSHOT, BY PROFESSIONAL SERVICE 67
FIGURE 15 CALL CENTER AI MARKET SNAPSHOT, BY MODE OF CHANNEL 67
FIGURE 16 CALL CENTER AI MARKET SNAPSHOT, BY DEPLOYMENT MODE 68
FIGURE 17 CALL CENTER AI MARKET SNAPSHOT, BY ORGANIZATION SIZE 68
FIGURE 18 CALL CENTER AI MARKET SNAPSHOT, BY APPLICATION 68
FIGURE 19 CALL CENTER AI MARKET SNAPSHOT, BY VERTICAL 69
FIGURE 20 CALL CENTER AI MARKET SNAPSHOT, BY REGION 69
4 PREMIUM INSIGHTS 70
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN CALL CENTER AI MARKET 70
FIGURE 21 ADVENT OF AI IN CALL CENTER OFFERING ENHANCED CUSTOMER SUPPORT SERVICES AND EXPERIENCE TO DRIVE GROWTH OF MARKET 70
4.2 CALL CENTER AI MARKET: TOP THREE APPLICATIONS 70
FIGURE 22 PREDICTIVE CALL ROUTING SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 70
4.3 CALL CENTER AI MARKET: BY REGION 71
FIGURE 23 NORTH AMERICA TO HOLD LARGEST MARKET SHARE IN 2022 71
4.4 CALL CENTER AI MARKET IN NORTH AMERICA, BY TOP THREE APPLICATIONS AND MODE OF CHANNELS 72
FIGURE 24 PHONE MODE OF CHANNELS AND WORKFORCE OPTIMIZATION APPLICATION TO ACCOUNT FOR LARGEST SHARES IN CALL CENTER AI MARKET IN 2022 72
5 MARKET OVERVIEW AND INDUSTRY TRENDS 73
5.1 INTRODUCTION 73
5.2 MARKET DYNAMICS 73
FIGURE 25 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CALL CENTER AI MARKET 73
5.2.1 DRIVERS 74
5.2.1.1 Advent of AI in call center to offer enhanced customer support services and better experience 74
5.2.1.2 Rising development in customer engagement through social media platforms 74
5.2.1.3 Increased data generation 74
5.2.2 RESTRAINTS 75
5.2.2.1 Unsupervised learning 75
5.2.3 OPPORTUNITIES 75
5.2.3.1 Advancements in AI and ML to facilitate real-time actionable insights 75
5.2.3.2 Integration of gesture recognition with AI-based chatbots and IVAs 75
5.2.4 CHALLENGES 76
5.2.4.1 Data privacy and security concerns during pandemic 76
5.2.4.2 Lack of skilled workforce to articulate business operations 76
5.2.4.3 Preference for online chat over chatbots 76
5.2.4.4 Slow digitization across emerging economies 76
5.2.5 CUMULATIVE GROWTH ANALYSIS 77
5.3 INDUSTRY TRENDS 77
5.3.1 CALL CENTER AI MARKET: EVOLUTION 77
FIGURE 26 EVOLUTION OF CALL CENTER AI MARKET 77
5.3.2 ECOSYSTEM 79
FIGURE 27 CALL CENTER AI MARKET: ECOSYSTEM 79
5.3.3 SUPPLY CHAIN ANALYSIS 80
FIGURE 28 SUPPLY CHAIN ANALYSIS 80
TABLE 6 CALL CENTER AI MARKET: SUPPLY CHAIN 81
5.3.4 CALL CENTER AI MARKET: COVID-19 IMPACT 82
FIGURE 29 CALL CENTER AI MARKET TO WITNESS MINIMAL SLOWDOWN IN GROWTH IN 2020 83
5.3.5 TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS OF CALL CENTER AI MARKET 84
FIGURE 30 CALL CENTER AI MARKET: TRENDS/DISRUPTIONS IMPACTING BUYERS/CLIENTS 84
5.3.6 CASE STUDY ANALYSIS 85
5.3.6.1 Citibot used Amazon Lex to build conversational interfaces for text and voice applications 85
5.3.6.2 OSU University used Amazon Connect and QnABot to provide seamless experience across voice and chat for customers and agents 85
5.3.6.3 Oscar Health chose CXone Workforce Management Enterprise to minimize administrative burden and focus on scheduling and forecasting 86
5.3.6.4 PLDT turned to Oracle Digital Assistant running on Oracle Cloud Infrastructure to power its self-service chatbot 86
5.3.6.5 ECHO chose Oracle Digital Assistant to help improve customer experience 87
5.3.6.6 Firefly Health switched to Dialpad to get new information quickly 87
5.3.6.7 SolarZero used Dialpad to have a modern phone system that is highly reliable and does not drop calls 88
5.3.6.8 Standard Chartered used Avaya OneCloud to achieve personalized and consistent client service 88
5.3.6.9 Preferred Home Care used Avaya Cloud Office to be able to reach patients during an outage or other crisis 88
5.3.6.10 Vodafone selected Amazon Connect to simplify contact center operations by drawing on AI and ML 89
5.3.7 TECHNOLOGY ANALYSIS 89
5.3.7.1 ML and deep learning 89
5.3.7.2 Natural Language Processing 90
5.3.7.3 Automatic speech recognition 91
5.3.7.4 Cloud computing 91
5.3.8 PATENT ANALYSIS 91
5.3.8.1 Methodology 91
5.3.8.2 Document Type 92
TABLE 7 PATENTS FILED, 2018-2022 92
5.3.8.3 Innovation and patent applications 92
FIGURE 31 TOTAL NUMBER OF PATENTS GRANTED IN ONE YEAR, 2018–2022 92
5.3.8.4 Top applicants 93
FIGURE 32 TOP 10 COMPANIES WITH HIGHEST NUMBER OF PATENT APPLICATIONS, 2018–2022 93
5.3.9 PRICING MODEL ANALYSIS, 2021 93
TABLE 8 CALL CENTER AI MARKET: PRICING MODEL ANALYSIS, 2021 94
5.3.10 PORTER’S FIVE FORCES ANALYSIS 94
TABLE 9 IMPACT OF EACH FORCE ON CALL CENTER AI MARKET 95
FIGURE 33 PORTER’S FIVE FORCES ANALYSIS 95
5.3.10.1 Threat of new entrants 96
5.3.10.2 Threat of substitutes 96
5.3.10.3 Bargaining power of suppliers 96
5.3.10.4 Bargaining power of buyers 96
5.3.10.5 Rivalry among existing competitors 96
5.3.11 SCENARIO 97
TABLE 10 CRITICAL FACTORS TO IMPACT GROWTH OF CALL CENTER AI MARKET 97
5.4 REGULATORY IMPLICATIONS 97
5.4.1 GENERAL DATA PROTECTION REGULATION 97
5.4.2 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT 97
5.4.3 PAYMENT CARD INDUSTRY DATA SECURITY STANDARD 98
5.4.4 SARBANES-OXLEY ACT OF 2002 98
5.4.5 SOC 2 TYPE II COMPLIANCE 98
5.4.6 ISO/IEC 27001 98
5.4.7 THE GRAMM–LEACH–BLILEY ACT 99
5.5 KEY STAKEHOLDERS AND BUYING CRITERIA 99
5.5.1 KEY STAKEHOLDERS IN BUYING PROCESS 99
FIGURE 34 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS (%) 99
TABLE 11 INFLUENCE OF STAKEHOLDERS IN BUYING PROCESS (%) 99
5.5.2 BUYING CRITERIA 100
FIGURE 35 KEY BUYING CRITERIA 100
TABLE 12 KEY BUYING CRITERIA FOR CALL CENTER AI 100
5.6 KEY CONFERENCES & EVENTS IN 2022-2023 100
TABLE 13 CONTACT CENTER AI MARKET: DETAILED LIST OF CONFERENCES & EVENTS 100
5.7 REGULATORY LANDSCAPE 101
5.7.1 REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 101
TABLE 14 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 101
TABLE 15 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 102
TABLE 16 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 102
TABLE 17 MIDDLE EAST & AFRICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 103
TABLE 18 LATIN AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 103
6 CALL CENTER AI MARKET, BY COMPONENT 104
6.1 INTRODUCTION 105
6.1.1 CALL CENTER AI: COVID-19 IMPACT 105
FIGURE 36 SERVICES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD 106
TABLE 19 CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 106
TABLE 20 CALL CENTER AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 106
6.2 SOLUTIONS 107
FIGURE 37 PLATFORM SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD 107
TABLE 21 CALL CENTER AI MARKET, BY SOLUTION, 2016–2021 (USD MILLION) 107
TABLE 22 CALL CENTER AI MARKET, BY SOLUTION, 2022–2027 (USD MILLION) 108
6.2.1 PLATFORM 108
6.2.1.1 Rising demand for AI in call centers to enhance agent performance and enable customers 108
TABLE 23 PLATFORM: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 108
TABLE 24 PLATFORM: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 109
6.2.2 SOFTWARE TOOLS 109
6.2.2.1 Call center AI software helps in deeper understanding of customers across different contexts and channel modes 109
TABLE 25 SOFTWARE TOOLS: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 109
TABLE 26 SOFTWARE TOOLS: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 110
6.3 SERVICES 110
FIGURE 38 MANAGED SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 110
TABLE 27 CALL CENTER AI MARKET, BY SERVICE, 2016–2021 (USD MILLION) 111
TABLE 28 CALL CENTER AI MARKET, BY SERVICE, 2022–2027 (USD MILLION) 111
TABLE 29 SERVICES: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 111
TABLE 30 SERVICES: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 111
6.3.1 PROFESSIONAL SERVICES 112
FIGURE 39 SYSTEM INTEGRATION & IMPLEMENTATION SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 112
TABLE 31 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY TYPE,
2016–2021 (USD MILLION) 112
TABLE 32 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY TYPE,
2022–2027 (USD MILLION) 113
TABLE 33 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 113
TABLE 34 PROFESSIONAL SERVICES: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 113
6.3.1.1 Training & consulting services 114
6.3.1.1.1 Training and consulting services help in initial phase of implementing call center AI 114
TABLE 35 TRAINING & CONSULTING SERVICES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 114
TABLE 36 TRAINING & CONSULTING SERVICES: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 114
6.3.1.2 Support & maintenance 115
6.3.1.2.1 Support & maintenance services help organizations understand changing business conditions and market trends 115
TABLE 37 SUPPORT & MAINTENANCE SERVICES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 115
TABLE 38 SUPPORT & MAINTENANCE SERVICES: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 115
6.3.1.3 System integration & implementation services 116
6.3.1.3.1 System integration & deployment services facilitate integration of devices and software and their deployment 116
TABLE 39 SYSTEM INTEGRATION & IMPLEMENTATION SERVICES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 116
TABLE 40 SYSTEM INTEGRATION & IMPLEMENTATION SERVICES: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 116
6.3.2 MANAGED SERVICES 117
6.3.2.1 Enterprises must ensure provision of certain services for their clients to maintain their market position 117
TABLE 41 MANAGED SERVICES: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 117
TABLE 42 MANAGED SERVICES: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 117
7 CALL CENTER AI MARKET, BY ORGANIZATION SIZE 118
7.1 INTRODUCTION 119
FIGURE 40 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD 119
TABLE 43 CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2016–2021 (USD MILLION) 119
TABLE 44 CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2022–2027 (USD MILLION) 120
7.2 LARGE ENTERPRISES 120
7.2.1 FOCUS ON SOLUTIONS TO EFFECTIVELY MANAGE COMPLEX BUSINESS PROCESSES TO ENHANCE CUSTOMER ENGAGEMENT 120
TABLE 45 LARGE ENTERPRISES: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 120
TABLE 46 LARGE ENTERPRISES: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 121
7.3 SMALL AND MEDIUM-SIZED ENTERPRISES 121
7.3.1 REDUCED OPERATIONAL COSTS, GOVERNMENT SUPPORT, AND ENHANCED IT INFRASTRUCTURE TO INFLUENCE ADOPTION OF CALL CENTER AI SOLUTIONS 121
TABLE 47 SMALL AND MEDIUM-SIZED ENTERPRISES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 121
TABLE 48 SMALL AND MEDIUM-SIZED ENTERPRISES: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 122
8 CALL CENTER AI MARKET, BY MODE OF CHANNEL 123
8.1 INTRODUCTION 124
FIGURE 41 SOCIAL MEDIA SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 124
TABLE 49 CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2016–2021 (USD MILLION) 124
TABLE 50 CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2022–2027 (USD MILLION) 125
8.2 PHONE 125
8.2.1 PHONE TO BE MOST-USED CUSTOMER SERVICE CHANNEL TO HELP CUSTOMERS GET QUICK RESOLUTION FOR THEIR QUERIES 125
TABLE 51 PHONE: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 125
TABLE 52 PHONE: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 126
8.3 SOCIAL MEDIA 126
8.3.1 CUSTOMERS USE SOCIAL MEDIA PLATFORMS TO HIGHLIGHT POSITIVE OR NEGATIVE EXPERIENCES THEY HAVE HAD WITH BRANDS 126
TABLE 53 SOCIAL MEDIA: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 126
TABLE 54 SOCIAL MEDIA: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 127
8.4 CHAT 127
8.4.1 CHAT-BASED CALL CENTER AI SOFTWARE TOOLS TO IMPROVE RESPONSE TIME AND LOWER OPERATIONAL COSTS IN LONG RUN 127
TABLE 55 CHAT: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 127
TABLE 56 CHAT: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 128
8.5 EMAIL OR TEXT 128
8.5.1 VERSATILE WEBSITE ENGAGEMENT TOOL TO COMMUNICATE PERSONAL CORRESPONDENCE AND ONE-ON-ONE CONVERSATIONS 128
TABLE 57 EMAIL OR TEXT: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 128
TABLE 58 EMAIL OR TEXT: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 129
8.6 WEBSITE 129
8.6.1 WEBSITE CHAT TO BE MOST COST-EFFECTIVE CHANNEL TO SUPPORT MULTIPLE CUSTOMERS AT ONE TIME 129
TABLE 59 WEBSITE: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 129
TABLE 60 WEBSITE: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 130
9 CALL CENTER AI MARKET SIZE, BY DEPLOYMENT MODE 131
9.1 INTRODUCTION 132
FIGURE 42 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING FORECAST PERIOD 132
TABLE 61 CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2016–2021 (USD MILLION) 132
TABLE 62 CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2022–2027 (USD MILLION) 132
9.2 CLOUD 133
9.2.1 CLOUD-BASED CALL CENTER AI SOLUTIONS TO GAIN TRACTION DUE TO THEIR COST-EFFECTIVENESS AND GLOBAL AVAILABILITY 133
TABLE 63 CLOUD: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 133
TABLE 64 CLOUD: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 134
9.3 ON-PREMISES 134
9.3.1 DATA PRIVACY CONCERNS AND INCREASING IT INFRASTRUCTURE COSTS TO DRIVE GROWTH OF ON-PREMISES DEPLOYMENT MODE 134
TABLE 65 ON-PREMISES: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 134
TABLE 66 ON-PREMISES: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 135
10 CALL CENTER AI MARKET, BY APPLICATION 136
10.1 INTRODUCTION 137
FIGURE 43 PREDICTIVE CALL ROUTING SEGMENT TO REGISTER HIGHEST CAGR DURING THE FORECAST PERIOD 137
TABLE 67 CALL CENTER AI MARKET, BY APPLICATION, 2016–2021 (USD MILLION) 138
TABLE 68 CALL CENTER AI MARKET, BY APPLICATION, 2022–2027 (USD MILLION) 138
10.2 WORKFORCE OPTIMIZATION 139
10.2.1 WORKFORCE OPTIMIZATION TO MODERNIZE CALL CENTER TECHNOLOGIES AND PLATFORMS 139
TABLE 69 WORKFORCE OPTIMIZATION: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 139
TABLE 70 WORKFORCE OPTIMIZATION: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 139
10.3 PREDICTIVE CALL ROUTING 140
10.3.1 PREDICTIVE CALL ROUTING TO USE ARTIFICIAL INTELLIGENCE-BASED CALL CENTER TECHNIQUES AND ANALYTICS 140
TABLE 71 PREDICTIVE CALL ROUTING: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 140
TABLE 72 PREDICTIVE CALL ROUTING: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 140
10.4 JOURNEY ORCHESTRATION 141
10.4.1 JOURNEY ORCHESTRATION TO PROVIDE HOLISTIC VIEW OF CUSTOMER INTERACTIONS WITH ORGANIZATION 141
TABLE 73 JOURNEY ORCHESTRATION: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 141
TABLE 74 JOURNEY ORCHESTRATION: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 141
10.5 AGENT PERFORMANCE MANAGEMENT 142
10.5.1 GROWING NEED TO MANAGE AND HANDLE AGENT PERFORMANCE TO DRIVE CALL CENTER AI MARKET GROWTH 142
TABLE 75 AGENT PERFORMANCE MANAGEMENT: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 142
TABLE 76 AGENT PERFORMANCE MANAGEMENT: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 142
10.6 SENTIMENT ANALYSIS 143
10.6.1 RISING NEED TO AUTOMATE CONTACT CENTER PROCESSES AND GAIN CUSTOMER INSIGHTS TO BOOST CALL CENTER AI GROWTH 143
TABLE 77 SENTIMENT ANALYSIS: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 143
TABLE 78 SENTIMENT ANALYSIS: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 143
10.7 APPOINTMENT SCHEDULING 144
10.7.1 NEED TO AUTOMATE MULTIPLE TASKS AND ENHANCE PERSONALIZED CUSTOMER EXPERIENCE TO DRIVE MARKET GROWTH 144
TABLE 79 APPOINTMENT SCHEDULING: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 144
TABLE 80 APPOINTMENT SCHEDULING: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 144
10.8 OTHER APPLICATIONS 145
TABLE 81 OTHER APPLICATIONS: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 145
TABLE 82 OTHER APPLICATIONS: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 145
11 CALL CENTER AI MARKET, BY VERTICAL 146
11.1 INTRODUCTION 147
FIGURE 44 HEALTHCARE & LIFE SCIENCES SEGMENT TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD 147
TABLE 83 CALL CENTER AI MARKET, BY VERTICAL, 2016–2021 (USD MILLION) 148
TABLE 84 CALL CENTER AI MARKET, BY VERTICAL, 2022–2027 (USD MILLION) 148
11.2 BANKING, FINANCIAL SERVICES, & INSURANCE 149
11.2.1 CALL CENTER AI SOLUTIONS TO HELP FINANCIAL INSTITUTIONS CONNECT WITH CUSTOMERS AND IMPROVE EXPERIENCE 149
TABLE 85 BANKING, FINANCIAL SERVICES, AND INSURANCE: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 149
TABLE 86 BANKING, FINANCIAL SERVICES, AND INSURANCE: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 150
11.3 MEDIA & ENTERTAINMENT 150
11.3.1 MEDIA & ENTERTAINMENT FIRMS TO DELIVER SEAMLESS, PERSONAL, AND PROFITABLE EXPERIENCE TO CUSTOMERS 150
TABLE 87 MEDIA & ENTERTAINMENT: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 150
TABLE 88 MEDIA & ENTERTAINMENT: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 151
11.4 RETAIL & ECOMMERCE 151
11.4.1 CALL CENTER AI SOLUTIONS TO PROVIDE BETTER CUSTOMER SERVICE FOR CUSTOMER LOYALTY AND RETENTION 151
TABLE 89 RETAIL & ECOMMERCE: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 151
TABLE 90 RETAIL & ECOMMERCE: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 152
11.5 HEALTHCARE & LIFE SCIENCES 152
11.5.1 HEALTHCARE CENTERS TO UTILIZE CALL CENTERS AI SOLUTIONS TO IMPROVE THEIR QUALITY OF SERVICE 152
TABLE 91 HEALTHCARE & LIFE SCIENCES: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 152
TABLE 92 HEALTHCARE & LIFESCIENCES: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 153
11.6 TRAVEL & HOSPITALITY 153
11.6.1 CALL CENTER AI SOLUTIONS TO HELP CONSUMERS BY PROVIDING RELIABLE ACCESS TO MOST UP-TO-DATE INFORMATION 153
TABLE 93 TRAVEL & HOSPITALITY: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 153
TABLE 94 TRAVEL & HOSPITALITY: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 154
11.7 IT & TELECOM 154
11.7.1 ENHANCED CUSTOMER SERVICE DELIVERY USING CHATBOTS TO OFFER COMPETITIVE ADVANTAGE TO TELECOM VENDORS 154
TABLE 95 IT & TELECOM: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 154
TABLE 96 IT & TELECOM: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 155
11.8 TRANSPORTATION & LOGISTICS 155
11.8.1 CALL CENTER AI SOLUTIONS TO SUPPORT TRANSPORTATION AND LOGISTICS FIRMS TO EFFECTIVELY HANDLE COMPLEX INVENTORY AND SUPPLY CHAIN OPERATIONS 155
TABLE 97 TRANSPORTATION & LOGISTICS: CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 155
TABLE 98 TRANSPORTATION & LOGISTICS: CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 156
11.9 OTHER VERTICALS 156
TABLE 99 OTHER VERTICALS: CALL CENTER AI MARKET, BY REGION,
2016–2021 (USD MILLION) 156
TABLE 100 OTHER VERTICALS: CALL CENTER AI MARKET, BY REGION,
2022–2027 (USD MILLION) 157
12 CALL CENTER AI MARKET, BY REGION 158
12.1 INTRODUCTION 159
12.1.1 COVID-19 IMPACT 159
FIGURE 45 INDIA TO ACCOUNT FOR HIGHEST CAGR DURING FORECAST PERIOD 160
FIGURE 46 ASIA PACIFIC TO WITNESS HIGHEST CAGR DURING FORECAST PERIOD 160
TABLE 101 CALL CENTER AI MARKET, BY REGION, 2016–2021 (USD MILLION) 160
TABLE 102 CALL CENTER AI MARKET, BY REGION, 2022–2027 (USD MILLION) 161
12.2 NORTH AMERICA 161
12.2.1 NORTH AMERICA: REGULATIONS 162
12.2.1.1 Personal Information Protection and Electronic Documents Act (PIPEDA) 162
12.2.1.2 Gramm–Leach–Bliley (GLB) Act 162
12.2.1.3 Health Insurance Portability and Accountability Act (HIPAA) of 1996 162
12.2.1.4 Health Level Seven (HL7) 162
12.2.1.5 Occupational Safety and Health Administration (OSHA) 163
12.2.1.6 Federal Information Security Management Act (FISMA) 163
12.2.1.7 Federal Information Processing Standards (NIST) 163
12.2.1.8 California Consumer Privacy Act (CSPA) 164
FIGURE 47 NORTH AMERICA: MARKET SNAPSHOT 164
TABLE 103 NORTH AMERICA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 165
TABLE 104 NORTH AMERICA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 165
TABLE 105 NORTH AMERICA: CALL CENTER AI MARKET, BY SOLUTION,
2016–2021 (USD MILLION) 165
TABLE 106 NORTH AMERICA: CALL CENTER AI MARKET, BY SOLUTION,
2022–2027 (USD MILLION) 165
TABLE 107 NORTH AMERICA: CALL CENTER AI MARKET, BY SERVICE,
2016–2021 (USD MILLION) 165
TABLE 108 NORTH AMERICA: CALL CENTER AI MARKET, BY SERVICE,
2022–2027 (USD MILLION) 166
TABLE 109 NORTH AMERICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION) 166
TABLE 110 NORTH AMERICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION) 166
TABLE 111 NORTH AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 166
TABLE 112 NORTH AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2022–2027 (USD MILLION) 167
TABLE 113 NORTH AMERICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2016–2021 (USD MILLION) 167
TABLE 114 NORTH AMERICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2022–2027 (USD MILLION) 167
TABLE 115 NORTH AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2016–2021 (USD MILLION) 167
TABLE 116 NORTH AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2022–2027 (USD MILLION) 168
TABLE 117 NORTH AMERICA: CALL CENTER AI MARKET, BY APPLICATION,
2016–2021 (USD MILLION) 168
TABLE 118 NORTH AMERICA: CALL CENTER AI MARKET, BY APPLICATION,
2022–2027 (USD MILLION) 168
TABLE 119 NORTH AMERICA: CALL CENTER AI MARKET, BY VERTICAL,
2016–2021 (USD MILLION) 169
TABLE 120 NORTH AMERICA: CALL CENTER AI MARKET, BY VERTICAL,
2022–2027 (USD MILLION) 169
TABLE 121 NORTH AMERICA: CALL CENTER AI MARKET, BY COUNTRY,
2016–2021 (USD MILLION) 169
TABLE 122 NORTH AMERICA: CALL CENTER AI MARKET, BY COUNTRY,
2022–2027 (USD MILLION) 170
12.2.2 UNITED STATES 170
12.2.2.1 Reversing trend of local call center establishments to drive adoption of call center AI in US 170
TABLE 123 UNITED STATES: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 170
TABLE 124 UNITED STATES: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 171
12.2.3 CANADA 171
12.2.3.1 Increasing acquisitions of companies in Canada by major call center AI players to drive AI market growth 171
TABLE 125 CANADA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 171
TABLE 126 CANADA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 171
12.3 EUROPE 172
12.3.1 EUROPE: REGULATIONS 172
12.3.1.1 General Data Protection Regulation (GDPR) 172
12.3.1.2 Payment Card Industry Data Security Standard (PCI DSS) 172
12.3.1.3 European Committee for Standardization (CEN) 173
TABLE 127 EUROPE: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 173
TABLE 128 EUROPE: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 173
TABLE 129 EUROPE: CALL CENTER AI MARKET, BY SOLUTION,
2016–2021 (USD MILLION) 173
TABLE 130 EUROPE: CALL CENTER AI MARKET, BY SOLUTION,
2022–2027 (USD MILLION) 173
TABLE 131 EUROPE: CALL CENTER AI MARKET, BY SERVICE, 2016–2021 (USD MILLION) 173
TABLE 132 EUROPE: CALL CENTER AI MARKET, BY SERVICE, 2022–2027 (USD MILLION) 174
TABLE 133 EUROPE: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE,
2016–2021 (USD MILLION) 174
TABLE 134 EUROPE: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE,
2022–2027 (USD MILLION) 174
TABLE 135 EUROPE: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2016–2021 (USD MILLION) 174
TABLE 136 EUROPE: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2022–2027 (USD MILLION) 175
TABLE 137 EUROPE: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2016–2021 (USD MILLION) 175
TABLE 138 EUROPE: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2022–2027 (USD MILLION) 175
TABLE 139 EUROPE: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2016–2021 (USD MILLION) 175
TABLE 140 EUROPE: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2022–2027 (USD MILLION) 176
TABLE 141 EUROPE: CALL CENTER AI MARKET, BY APPLICATION,
2016–2021 (USD MILLION) 176
TABLE 142 EUROPE: CALL CENTER AI MARKET, BY APPLICATION,
2022–2027 (USD MILLION) 176
TABLE 143 EUROPE: CALL CENTER AI MARKET, BY VERTICAL,
2016–2021 (USD MILLION) 177
TABLE 144 EUROPE: CALL CENTER AI MARKET, BY VERTICAL,
2022–2027 (USD MILLION) 177
TABLE 145 EUROPE: CALL CENTER AI MARKET, BY COUNTRY,
2016–2021 (USD MILLION) 177
TABLE 146 EUROPE: CALL CENTER AI MARKET, BY COUNTRY,
2022–2027 (USD MILLION) 178
12.3.2 UNITED KINGDOM 178
12.3.2.1 Use of automated digital channels and customer self-service solutions to boost call center AI solutions adoption in UK 178
TABLE 147 UNITED KINGDOM: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 178
TABLE 148 UNITED KINGDOM: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 179
12.3.3 GERMANY 179
12.3.3.1 High density of in-house call centers to drive adoption of conversational AI in Germany 179
TABLE 149 GERMANY: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 179
TABLE 150 GERMANY: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 179
12.3.4 FRANCE 180
12.3.4.1 Increasing technological development in AI to drive factor adoption of call center AI solutions in France 180
TABLE 151 FRANCE: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 180
TABLE 152 FRANCE: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 180
12.3.5 REST OF EUROPE 180
TABLE 153 REST OF EUROPE: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 181
TABLE 154 REST OF EUROPE: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 181
12.4 ASIA PACIFIC 181
12.4.1 ASIA PACIFIC: REGULATIONS 182
12.4.1.1 Personal Data Protection Act (PDPA) 182
12.4.1.2 Act on the Protection of Personal Information (APPI) 182
12.4.1.3 International Organization for Standardization (ISO) 27001 183
FIGURE 48 ASIA PACIFIC: MARKET SNAPSHOT 183
TABLE 155 ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 184
TABLE 156 ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 184
TABLE 157 ASIA PACIFIC: CALL CENTER AI MARKET, BY SOLUTION,
2016–2021 (USD MILLION) 184
TABLE 158 ASIA PACIFIC: CALL CENTER AI MARKET, BY SOLUTION,
2022–2027 (USD MILLION) 184
TABLE 159 ASIA PACIFIC: CALL CENTER AI MARKET, BY SERVICE,
2016–2021 (USD MILLION) 184
TABLE 160 ASIA PACIFIC: CALL CENTER AI MARKET, BY SERVICE,
2022–2027 (USD MILLION) 185
TABLE 161 ASIA PACIFIC: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION) 185
TABLE 162 ASIA PACIFIC: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION) 185
TABLE 163 ASIA PACIFIC: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2016–2021 (USD MILLION) 185
TABLE 164 ASIA PACIFIC: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2022–2027 (USD MILLION) 186
TABLE 165 ASIA PACIFIC: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2016–2021 (USD MILLION) 186
TABLE 166 ASIA PACIFIC: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2022–2027 (USD MILLION) 186
TABLE 167 ASIA PACIFIC: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2016–2021 (USD MILLION) 186
TABLE 168 ASIA PACIFIC: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2022–2027 (USD MILLION) 187
TABLE 169 ASIA PACIFIC: CALL CENTER AI MARKET, BY APPLICATION,
2016–2021 (USD MILLION) 187
TABLE 170 ASIA PACIFIC: CALL CENTER AI MARKET, BY APPLICATION,
2022–2027 (USD MILLION) 187
TABLE 171 ASIA PACIFIC: CALL CENTER AI MARKET, BY VERTICAL,
2016–2021 (USD MILLION) 188
TABLE 172 ASIA PACIFIC: CALL CENTER AI MARKET, BY VERTICAL,
2022–2027 (USD MILLION) 188
TABLE 173 ASIA PACIFIC: CALL CENTER AI MARKET, BY COUNTRY,
2016–2021 (USD MILLION) 188
TABLE 174 ASIA PACIFIC: CALL CENTER AI MARKET, BY COUNTRY,
2022–2027 (USD MILLION) 189
12.4.2 INDIA 189
12.4.2.1 Rising smartphone usage coupled with growing innovations in chatbots or IVAs to boost contact center outsourcing businesses in India 189
TABLE 175 INDIA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 189
TABLE 176 INDIA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 190
12.4.3 JAPAN 190
12.4.3.1 Advancements in innovative technologies coupled with strong IT infrastructure to drive call center AI market growth in Japan 190
TABLE 177 JAPAN: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 190
TABLE 178 JAPAN: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 191
12.4.4 CHINA 191
12.4.4.1 Technological development and rising government support to drive growth of call center AI market in China 191
TABLE 179 CHINA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 191
TABLE 180 CHINA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 192
12.4.5 THAILAND 192
12.4.5.1 Rising automation and need to improve customer service to drive adoption of call center AI solutions 192
TABLE 181 THAILAND: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 192
TABLE 182 THAILAND: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 192
12.4.6 REST OF ASIA PACIFIC 193
TABLE 183 REST OF ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 193
TABLE 184 REST OF ASIA PACIFIC: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 193

12.5 MIDDLE EAST & AFRICA 193
12.5.1 MIDDLE EAST & AFRICA: REGULATIONS 194
12.5.1.1 Israeli Privacy Protection Regulations (Data Security), 5777-2017 194
12.5.1.2 GDPR Applicability in KSA 194
12.5.1.3 Protection of Personal Information Act (POPIA) 194
TABLE 185 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 195
TABLE 186 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 195
TABLE 187 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY SOLUTON,
2016–2021 (USD MILLION) 195
TABLE 188 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY SOLUTION,
2022–2027 (USD MILLION) 195
TABLE 189 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY SERVICE,
2016–2021 (USD MILLION) 196
TABLE 190 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY SERVICE,
2022–2027 (USD MILLION) 196
TABLE 191 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION) 196
TABLE 192 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION) 196
TABLE 193 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2016–2021 (USD MILLION) 197
TABLE 194 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE, 2022–2027 (USD MILLION) 197
TABLE 195 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2016–2021 (USD MILLION) 197
TABLE 196 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE, 2022–2027 (USD MILLION) 197
TABLE 197 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2016–2021 (USD MILLION) 198
TABLE 198 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL, 2022–2027 (USD MILLION) 198
TABLE 199 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY APPLICATION,
2016–2021 (USD MILLION) 198
TABLE 200 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY APPLICATION,
2022–2027 (USD MILLION) 199
TABLE 201 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY VERTICAL,
2016–2021 (USD MILLION) 199
TABLE 202 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY VERTICAL,
2022–2027 (USD MILLION) 200
TABLE 203 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COUNTRY,
2016–2021 (USD MILLION) 200
TABLE 204 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COUNTRY,
2022–2027 (USD MILLION) 200
12.5.2 KINGDOM OF SAUDI ARABIA 201
12.5.2.1 Adoption of technology and transformation to data-driven economy to drive call center AI solutions’ growth 201
TABLE 205 KINGDOM OF SAUDI ARABIA: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 201
TABLE 206 KINGDOM OF SAUDI ARABIA: CALL CENTER AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 201
12.5.3 UNITED ARAB EMIRATES 201
12.5.3.1 Increasing trend toward adopting AI and analytics technologies to boost market growth 201
TABLE 207 UNITED ARAB EMIRATES: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 202
TABLE 208 UNITED ARAB EMIRATES: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 202
12.5.4 SOUTH AFRICA 202
12.5.4.1 Growing digitalization and rising government support to drive call center AI solutions growth in South African market 202
TABLE 209 SOUTH AFRICA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 203
TABLE 210 SOUTH AFRICA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 203
12.5.5 REST OF MIDDLE EAST & AFRICA 203
TABLE 211 REST OF MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COMPONENT, 2016–2021 (USD MILLION) 203
TABLE 212 REST OF MIDDLE EAST & AFRICA: CALL CENTER AI MARKET, BY COMPONENT, 2022–2027 (USD MILLION) 204
12.6 LATIN AMERICA 204
12.6.1 LATIN AMERICA: REGULATIONS 204
12.6.1.1 Brazil Data Protection Law 205
12.6.1.2 Argentina Personal Data Protection Law No. 25.326 205
12.6.1.3 Federal Law on Protection of Personal Data Held by Individuals 205
TABLE 213 LATIN AMERICA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 206
TABLE 214 LATIN AMERICA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 206
TABLE 215 LATIN AMERICA: CALL CENTER AI MARKET, BY SOLUTION,
2016–2021 (USD MILLION) 206
TABLE 216 LATIN AMERICA: CALL CENTER AI MARKET, BY SOLUTION,
2022–2027 (USD MILLION) 206
TABLE 217 LATIN AMERICA: CALL CENTER AI MARKET, BY SERVICE,
2016–2021 (USD MILLION) 206
TABLE 218 LATIN AMERICA: CALL CENTER AI MARKET, BY SERVICE,
2022–2027 (USD MILLION) 207
TABLE 219 LATIN AMERICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2016–2021 (USD MILLION) 207
TABLE 220 LATIN AMERICA: CALL CENTER AI MARKET, BY PROFESSIONAL SERVICE, 2022–2027 (USD MILLION) 207
TABLE 221 LATIN AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2016–2021 (USD MILLION) 207
TABLE 222 LATIN AMERICA: CALL CENTER AI MARKET, BY DEPLOYMENT MODE,
2022–2027 (USD MILLION) 208
TABLE 223 LATIN AMERICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2016–2021 (USD MILLION) 208
TABLE 224 LATIN AMERICA: CALL CENTER AI MARKET, BY ORGANIZATION SIZE,
2022–2027 (USD MILLION) 208
TABLE 225 LATIN AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2016–2021 (USD MILLION) 208
TABLE 226 LATIN AMERICA: CALL CENTER AI MARKET, BY MODE OF CHANNEL,
2022–2027 (USD MILLION) 209
TABLE 227 LATIN AMERICA: CALL CENTER AI MARKET, BY APPLICATION,
2016–2021 (USD MILLION) 209
TABLE 228 ATIN AMERICA: CALL CENTER AI MARKET, BY APPLICATION,
2022–2027 (USD MILLION) 209
TABLE 229 LATIN AMERICA: CALL CENTER AI MARKET, BY VERTICAL,
2016–2021 (USD MILLION) 210
TABLE 230 LATIN AMERICA: CALL CENTER AI MARKET, BY VERTICAL,
2022–2027 (USD MILLION) 210
TABLE 231 LATIN AMERICA: CALL CENTER AI MARKET, BY COUNTRY,
2016–2021 (USD MILLION) 210
TABLE 232 LATIN AMERICA: CALL CENTER AI MARKET, BY COUNTRY,
2022–2027 (USD MILLION) 211
12.6.2 BRAZIL 211
12.6.2.1 Rising need to enhance business efficiency coupled with growing utility of analytics to drive market growth 211
TABLE 233 BRAZIL: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 211
TABLE 234 BRAZIL: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 211
12.6.3 MEXICO 212
12.6.3.1 High density of contact center outsourcing and government’s AI initiatives to boost adoption of chatbots and IVAs 212
TABLE 235 MEXICO: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 212
TABLE 236 MEXICO: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 212
12.6.4 REST OF LATIN AMERICA 212
TABLE 237 REST OF LATIN AMERICA: CALL CENTER AI MARKET, BY COMPONENT,
2016–2021 (USD MILLION) 213
TABLE 238 REST OF LATIN AMERICA: CALL CENTER AI MARKET, BY COMPONENT,
2022–2027 (USD MILLION) 213
13 COMPETITIVE LANDSCAPE 214
13.1 OVERVIEW 214
13.2 KEY PLAYER STRATEGIES 214
13.3 REVENUE ANALYSIS 215
FIGURE 49 REVENUE ANALYSIS FOR KEY COMPANIES IN PAST FIVE YEARS 215
13.4 MARKET SHARE ANALYSIS 216
FIGURE 50 MARKET SHARE ANALYSIS FOR KEY COMPANIES 216
TABLE 239 CALL CENTER AI MARKET: DEGREE OF COMPETITION 217
13.5 COMPANY EVALUATION QUADRANT 217
13.5.1 STARS 217
13.5.2 EMERGING LEADERS 217
13.5.3 PERVASIVE 217
13.5.4 PARTICIPANT 217
FIGURE 51 KEY CALL CENTER AI MARKET PLAYERS, COMPANY EVALUATION QUADRANT, 2021 218
13.6 COMPETITIVE BENCHMARKING 219
13.6.1 COMPANY PRODUCT FOOTPRINT 219
FIGURE 52 PRODUCT PORTFOLIO ANALYSIS OF TOP PLAYERS IN CALL CENTER AI MARKET 219
FIGURE 53 BUSINESS STRATEGY EXCELLENCE OF TOP PLAYERS IN CALL CENTER AI MARKET 220
TABLE 240 COMPANY COMPONENT FOOTPRINT 220
TABLE 241 COMPANY REGION FOOTPRINT 221
TABLE 242 CALL CENTER AI MARKET: COMPETITIVE BENCHMARKING OF KEY PLAYERS 222
13.7 STARTUP/SME EVALUATION QUADRANT 223
13.7.1 PROGRESSIVE COMPANIES 223
13.7.2 RESPONSIVE COMPANIES 223
13.7.3 DYNAMIC COMPANIES 223
13.7.4 STARTING BLOCKS 223
FIGURE 54 STARTUP/SME CALL CENTER AI MARKET EVALUATION QUADRANT, 2021 224
13.8 STARTUP/SME COMPETITIVE BENCHMARKING 225
13.8.1 COMPANY PRODUCT FOOTPRINT 225
FIGURE 55 PRODUCT PORTFOLIO ANALYSIS OF STARTUP/SMES IN CALL CENTER AI MARKET 225
FIGURE 56 BUSINESS STRATEGY EXCELLENCE OF STARTUP/SMES IN CALL CENTER AI MARKET 226
TABLE 243 STARTUP/SME COMPANY COMPONENT FOOTPRINT 226
TABLE 244 STARTUP/SME COMPANY REGION FOOTPRINT 227
TABLE 245 CALL CENTER AI MARKET: DETAILED LIST OF KEY STARTUPS/SMES 227
TABLE 246 CALL CENTER AI: COMPETITIVE BENCHMARKING OF KEY STARTUP/SMES 228
13.9 COMPETITIVE SCENARIO AND TRENDS 228
13.9.1 PRODUCT LAUNCHES 228
TABLE 247 CALL CENTER AI MARKET: PRODUCT LAUNCHES, 2022–2020 228
13.9.2 DEALS 229
TABLE 248 CALL CENTER AI MARKET: DEALS, 2021–2022 229
14 COMPANY PROFILES 231
14.1 INTRODUCTION 231
14.2 KEY PLAYERS 231
(Business and financial overview, Products/Solutions/Services Offered, Recent developments, COVID-19 development, MNM view, Key strengths/right to win, Strategic choices made, and Weaknesses and competitive threats)*
14.2.1 IBM 231
TABLE 249 IBM: BUSINESS AND FINANCIAL OVERVIEW 231
FIGURE 57 IBM: COMPANY SNAPSHOT 232
TABLE 250 IBM: SOLUTIONS OFFERED 233
TABLE 251 IBM: SERVICES OFFERED 233
TABLE 252 IBM: PRODUCT LAUNCHES AND ENHANCEMENTS 233
TABLE 253 IBM: DEALS 234
14.2.2 MICROSOFT 236
TABLE 254 MICROSOFT: BUSINESS OVERVIEW 236
FIGURE 58 MICROSOFT: COMPANY SNAPSHOT 237
TABLE 255 MICROSOFT: SOLUTIONS OFFERED 237
TABLE 256 MICROSOFT: SERVICES OFFERED 238
TABLE 257 MICROSOFT: PRODUCT LAUNCHES AND ENHANCEMENTS 238
TABLE 258 MICROSOFT: DEALS 238
14.2.3 ORACLE 240
TABLE 259 ORACLE: BUSINESS OVERVIEW 240
FIGURE 59 ORACLE: COMPANY SNAPSHOT 241
TABLE 260 ORACLE: SOLUTIONS OFFERED 241
TABLE 261 ORACLE: PRODUCT LAUNCHES AND ENHANCEMENTS 242
TABLE 262 ORACLE: DEALS 242
14.2.4 AWS 244
TABLE 263 AWS: BUSINESS OVERVIEW 244
FIGURE 60 AWS: COMPANY SNAPSHOT 244
TABLE 264 AWS: SOLUTIONS OFFERED 245
TABLE 265 AWS: SERVICES OFFERED 245
TABLE 266 AWS: PRODUCT LAUNCHES AND ENHANCEMENTS 246
TABLE 267 AWS: DEALS AND OTHERS 246
14.2.5 GOOGLE 248
TABLE 268 GOOGLE: BUSINESS OVERVIEW 248
FIGURE 61 GOOGLE: COMPANY SNAPSHOT 249
TABLE 269 GOOGLE: SOLUTIONS OFFERED 249
TABLE 270 GOOGLE: SERVICES OFFERED 250
TABLE 271 GOOGLE: PRODUCT LAUNCHES AND ENHANCEMENTS 250
TABLE 272 GOOGLE: DEALS 250
14.2.6 SAP 252
TABLE 273 SAP: BUSINESS OVERVIEW 252
FIGURE 62 SAP: COMPANY SNAPSHOT 253
TABLE 274 SAP: SOLUTIONS OFFERED 253
TABLE 275 SAP: SERVICES OFFERED 254
TABLE 276 SAP: DEALS 254
14.2.7 AVAYA 256
TABLE 277 AVAYA: BUSINESS OVERVIEW 256
FIGURE 63 AVAYA: COMPANY SNAPSHOT 257
TABLE 278 AVAYA: SOLUTIONS OFFERED 257
TABLE 279 AVAYA: SERVICES OFFERED 258
TABLE 280 AVAYA: SOLUTION LAUNCHES AND ENHANCEMENTS 258
TABLE 281 AVAYA: DEALS AND OTHERS 258
14.2.8 NICE 260
TABLE 282 NICE: BUSINESS OVERVIEW 260
FIGURE 64 NICE: COMPANY SNAPSHOT 261
TABLE 283 NICE: SOLUTIONS OFFERED 261
TABLE 284 NICE: SERVICES OFFERED 262
TABLE 285 NICE: PRODUCT LAUNCHES AND ENHANCEMENTS 262
TABLE 286 NICE: DEALS 262
14.2.9 NUANCE COMMUNICATIONS 263
TABLE 287 NUANCE COMMUNICATIONS: BUSINESS OVERVIEW 263
FIGURE 65 NUANCE COMMUNICATIONS: COMPANY SNAPSHOT 264
TABLE 288 NUANCE COMMUNICATIONS: SOLUTIONS OFFERED 264
TABLE 289 NUANCE COMMUNICATIONS: SERVICES OFFERED 265
TABLE 290 NUANCE COMMUNICATIONS: SOLUTION LAUNCHES AND ENHANCEMENTS 265
TABLE 291 NUANCE COMMUNICATIONS: DEALS 265
14.2.10 GENESYS 266
TABLE 292 GENESYS: BUSINESS OVERVIEW 266
TABLE 293 GENESYS: SOLUTIONS OFFERED 266
TABLE 294 GENESYS: SERVICES OFFERED 266
TABLE 295 GENESYS: SOLUTION LAUNCHES AND ENHANCEMENTS 267
TABLE 296 GENESYS: DEALS 267
14.2.11 8X8 268
TABLE 297 8X8: BUSINESS OVERVIEW 268
FIGURE 66 8X8: COMPANY SNAPSHOT 269
TABLE 298 8X8: SOLUTIONS OFFERED 269
TABLE 299 8X8: SOLUTION LAUNCHES AND ENHANCEMENTS 270
TABLE 300 8X8: DEALS 270
14.2.12 ARTIFICIAL SOLUTIONS 271
TABLE 301 ARTIFICIAL SOLUTIONS: BUSINESS OVERVIEW 271
FIGURE 67 ARTIFICIAL SOLUTIONS: COMPANY SNAPSHOT 271
TABLE 302 ARTIFICIAL SOLUTIONS: SOLUTIONS OFFERED 272
TABLE 303 ARTIFICIAL SOLUTIONS: SERVICES OFFERED 272
TABLE 304 ARTIFICIAL SOLUTIONS: SOLUTION LAUNCHES AND ENHANCEMENTS 272
TABLE 305 ARTIFICIAL SOLUTIONS: DEALS 273
14.3 OTHER PLAYERS 274
14.3.1 RINGCENTRAL 274
14.3.2 TALKDESK 274
14.3.3 DIALPAD 275
14.3.4 TWILIO 275
14.3.5 ZENDESK 276
14.3.6 FIVE9 276
14.3.7 KORE.AI 277
14.3.8 INBENTA 277
14.3.9 CREATIVE VIRTUAL 278
14.4 STARTUPS/SMES 278
14.4.1 HAPTIK 278
14.4.2 RULAI 279
14.4.3 PYPESTREAM 279
14.4.4 AVAAMO 280
14.4.5 SENSEFORTH.AI 280
14.4.6 OBSERVE.AI 281
14.4.7 YELLOW.AI 281
14.4.8 ULTIMATE.AI 282
14.4.9 COGNIGY 282
*Details on Business and financial overview, Products/Solutions/Services Offered, Recent developments, COVID-19 development, MNM view, Key strengths/right to win, Strategic choices made, and Weaknesses and competitive threats might not be captured in case of unlisted companies
15 ADJACENT AND RELATED MARKETS 283
15.1 INTRODUCTION 283
15.2 CONVERSATIONAL AI MARKET - GLOBAL FORECAST TO 2026 283
15.2.1 MARKET DEFINITION 283
15.2.2 MARKET OVERVIEW 283
15.2.2.1 Conversational AI market, by component 283
TABLE 306 CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2016–2020 (USD MILLION) 284
TABLE 307 CONVERSATIONAL AI MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 284
15.2.2.2 Conversational AI market, by type 284
TABLE 308 CONVERSATIONAL AI MARKET SIZE, BY TYPE, 2016–2020 (USD MILLION) 284
TABLE 309 CONVERSATIONAL AI MARKET SIZE, BY TYPE, 2021–2026 (USD MILLION) 284
15.2.2.3 Conversational AI market, by deployment mode 285
TABLE 310 CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE, 2016–2020 (USD MILLION) 285
TABLE 311 CONVERSATIONAL AI MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION) 285
15.2.2.4 Conversational AI market, by organization size 285
TABLE 312 CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE, 2016–2020 (USD MILLION) 285
TABLE 313 CONVERSATIONAL AI MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 286
15.2.2.5 Conversational AI market, by mode of integration 286
TABLE 314 CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION, 2016–2020 (USD MILLION) 286
TABLE 315 CONVERSATIONAL AI MARKET SIZE, BY MODE OF INTEGRATION, 2021–2026 (USD MILLION) 286
15.2.2.6 Conversational AI market, by business function 287
TABLE 316 CONVERSATIONAL AI MARKET SIZE, BY BUSINESS FUNCTION, 2016–2020 (USD MILLION) 287
TABLE 317 CONVERSATIONAL AI MARKET SIZE, BY BUSINESS FUNCTION, 2021–2026 (USD MILLION) 287
15.2.2.7 Conversational AI market, by vertical 287
TABLE 318 CONVERSATIONAL AI MARKET SIZE, BY VERTICAL, 2016–2020 (USD MILLION) 288
TABLE 319 CONVERSATIONAL AI MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 288
15.2.2.8 Conversational AI market, by region 288
TABLE 320 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2016–2020 (USD MILLION) 289
TABLE 321 CONVERSATIONAL AI MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 289
15.3 CHATBOT MARKET - GLOBAL FORECAST TO 2026 289
15.3.1 MARKET DEFINITION 289
15.3.2 MARKET OVERVIEW 289
15.3.2.1 Chatbot market, by component 290
TABLE 322 CHATBOT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 290
TABLE 323 CHATBOT MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION) 290
15.3.2.2 Chatbot market, by type 290
TABLE 324 CHATBOT MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION) 290
TABLE 325 CHATBOT MARKET SIZE, BY TYPE, 2020–2026 (USD MILLION) 291
15.3.2.3 Chatbot market, by deployment mode 291
TABLE 326 CHATBOT MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 291
TABLE 327 CHATBOT MARKET SIZE, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION) 291
15.3.2.4 Chatbot market, by channel integration 291
TABLE 328 CHATBOT MARKET SIZE, BY CHANNEL INTEGRATION, 2015–2019 (USD MILLION) 292
TABLE 329 CHATBOT MARKET SIZE, BY CHANNEL INTEGRATION, 2020–2026 (USD MILLION) 292
15.3.2.5 Chatbot market, by business function 292
TABLE 330 CHATBOT MARKET SIZE, BY BUSINESS FUNCTION, 2015–2019 (USD MILLION) 292
TABLE 331 CHATBOT MARKET SIZE, BY BUSINESS FUNCTION, 2020–2026 (USD MILLION) 293
15.3.2.6 Chatbot market, by application 293
TABLE 332 CHATBOT MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION) 293
TABLE 333 CHATBOT MARKET SIZE, BY APPLICATION, 2020–2026 (USD MILLION) 294
15.3.2.7 Chatbot market, by vertical 294
TABLE 334 CHATBOT MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION) 294
TABLE 335 CHATBOT MARKET SIZE, BY VERTICAL, 2020–2026 (USD MILLION) 295
15.3.2.8 Chatbot market, by region 295
TABLE 336 CHATBOT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 295
TABLE 337 CHATBOT MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 296
16 APPENDIX 297
16.1 INDUSTRY EXPERTS 297
16.2 DISCUSSION GUIDE 298
16.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 304
16.4 AVAILABLE CUSTOMIZATIONS 306
16.5 RELATED REPORTS 306
16.6 AUTHOR DETAILS 307

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