Table of Content

1 INTRODUCTION 16
1.1 OBJECTIVES OF THE STUDY 16
1.2 MARKET DEFINITION 16
1.3 MARKET SCOPE 17
1.3.1 MARKET SEGMENTATION 17
1.3.2 REGIONS COVERED 17
1.4 YEARS CONSIDERED FOR THE STUDY 18
1.5 CURRENCY CONSIDERED 18
1.6 STAKEHOLDERS 18

2 RESEARCH METHODOLOGY 19
2.1 RESEARCH DATA 19
2.1.1 SECONDARY DATA 20
2.1.2 PRIMARY DATA 20
2.1.2.1 Breakup of primary profiles 21
2.1.2.2 Key industry insights 21
2.2 MARKET BREAKUP AND DATA TRIANGULATION 22
2.3 MARKET SIZE ESTIMATION 22
2.3.1 TOP-DOWN APPROACH 23
2.3.2 BOTTOM-UP APPROACH 23
2.4 MARKET FORECAST 24
2.5 COMPETITIVE LEADERSHIP MAPPING RESEARCH METHODOLOGY 25
2.6 RESEARCH ASSUMPTIONS AND LIMITATIONS 26
2.6.1 ASSUMPTIONS FOR THE STUDY 26
2.6.2 LIMITATIONS OF THE STUDY 27

3 EXECUTIVE SUMMARY 28

4 PREMIUM INSIGHTS 33
4.1 ATTRACTIVE OPPORTUNITIES IN THE CALL CENTER AI MARKET 33
4.2 CALL CENTER AI MARKET IN NORTH AMERICA, BY TECHNOLOGY AND COUNTRY 34
4.3 CALL CENTER AI MARKET: MAJOR COUNTRIES 34
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5 MARKET OVERVIEW AND INDUSTRY TRENDS 35
5.1 INTRODUCTION 35
5.2 MARKET DYNAMICS 35
5.2.1 DRIVERS 36
5.2.1.1 Use of AI by organizations to offer enhanced customer support services 36
5.2.1.2 Growth in customer engagement through social media platforms 36
5.2.1.3 Increased data generation 36
5.2.2 RESTRAINTS 37
5.2.2.1 Unsupervised learning 37
5.2.3 OPPORTUNITIES 37
5.2.3.1 Advancements in AI and ML 37
5.2.3.2 Integration of gesture recognition with AI-based chatbots or IVAs 37
5.2.4 CHALLENGES 38
5.2.4.1 Data privacy and security concerns 38
5.2.4.2 Lack of skilled employees 38
5.2.4.3 Preference for online chat over chatbots 38
5.2.4.4 Slow digitization across emerging economies 38
5.3 INDUSTRY TRENDS 39
5.3.1 INDUSTRY USE CASES 39
5.3.1.1 Case Study 1: Autodesk uses IBM Watson Assistant to scale up the customer queries resolution 39
5.3.1.2 Case Study 2: Grofers uses Haptik Bots to handle customer queries during the launch of mega sale 39
5.3.1.3 Case Study 3: Kotak Mahindra worked with Nuance to launch its Ai-powered virtual assistant 40
5.3.2 REGULATORY IMPLICATIONS 40
5.3.2.1 Introduction 40
5.3.2.2 General Data Protection Regulation (GDPR) 40
5.3.2.3 Health Insurance Portability and Accountability Act (HIPAA) 40
5.3.2.4 Federal Trade Commission (FTC) 41
5.3.2.5 ISO/IEC JTC 1/SC 42 41
5.3.3 TECHNOLOGY LANDSCAPE 41
5.3.3.1 Introduction 41
5.3.3.2 Machine learning and deep learning 41
5.3.3.3 Natural language processing 42
5.3.3.4 Automated speech recognition 42
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6 CALL CENTER AI MARKET, BY COMPONENT 43
6.1 INTRODUCTION 44
6.2 COMPUTE PLATFORMS 45
6.2.1 GROWING DEMAND FOR DEVELOPING AI SOLUTIONS IS DRIVING THE ADOPTION OF COMPUTE PLATFORMS BY ENTERPRISES 45
6.3 SOLUTIONS 46
6.3.1 RISING NEED FOR ENTERPRISE AI SOLUTIONS IS DRIVING THE ADOPTION BY CALL CENTERS 46
6.4 SERVICES 47
6.4.1 CONSULTING 47
6.4.1.1 These services enables Call Center in setting up a robust technology eco system 47
6.4.2 SYSTEM INTEGRATION AND DEPLOYMENT 48
6.4.2.1 These services facilitates seamless integration of conversation AI-based platforms and solutions with existing systems 48
6.4.3 SUPPORT AND MAINTENANCE 48
6.4.3.1 These services offers continued support for the deployed platforms and solutions 48

7 CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE 49
7.1 INTRODUCTION 50
7.2 ON-PREMISES 51
7.2.1 DATA PRIVACY CONCERNS IS DRIVING THE ON-PREMISES DEPLOYMENT TYPE 51
7.3 CLOUD 52
7.3.1 COST-EFFECTIVENESS AND FLEXIBILITY PROVIDED BY CLOUD-BASED DEPLOYMENT DRIVE THE CLOUD SEGMENT 52

8 CALL CENTER AI MARKET SIZE, BY VERTICAL 53
8.1 INTRODUCTION 54
8.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI) 55
8.2.1 CONVERSATIONAL AI TECHNOLOGY HELPS ADDRESS BANKING CUSTOMERS’ QUERIES WITH MINIMUM RESOLUTION TIME 55
8.3 RETAIL & E-COMMERCE 56
8.3.1 AI CHATBOTS HELP ADDRESS THE PERSONALIZED CUSTOMER SERVICE REQUIREMENTS IN RETAIL & E-COMMERCE VERTICAL 56
8.4 HEALTHCARE 57
8.4.1 NEED FOR 24*7 CUSTOMER SUPPORT FOR PATIENTS IS DRIVING THE USE OF AI IN THIS VERTICAL 57
8.5 TELECOM 58
8.5.1 ENHANCED CUSTOMER SERVICE DELIVERY USING CHATBOTS OFFERS A COMPETITIVE ADVANTAGE TO THE TELECOM VENDORS 58
8.6 MEDIA & ENTERTAINMENT 59
8.6.1 AI-CHATBOTS ENHANCE CUSTOMER SERVICE DELIVERY TO THE VIEWERS AND SUBSCRIBERS 59
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8.7 TRAVEL & HOSPITALITY 60
8.7.1 INCREASING DEPLOYMENT OF AI CHATBOTS ADDRESSING THE 24*7 CUSTOMER SERVICE REQUIREMENT 60
8.8 OTHERS 61

9 CALL CENTER AI MARKET, BY REGION 62
9.1 INTRODUCTION 63
9.2 NORTH AMERICA 65
9.2.1 US 68
9.2.1.1 A reversing trend of local call center establishments is driving the adoption of call center AI in the US 68
9.2.2 CANADA 68
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 68
9.3 EUROPE 69
9.3.1 UK 71
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 71
9.3.2 GERMANY 71
9.3.2.1 High density of in-house call centers driving the adoption of conversational AI in Germany 71
9.3.3 FRANCE 71
9.3.3.1 Emerging AI startups to boost the adoption of chatbots or IVAs in call centers 71
9.3.4 REST OF EUROPE 72
9.4 ASIA PACIFIC 73
9.4.1 CHINA 76
9.4.1.1 High adoption of AI by the major vendors in the region is driving the market towards growth 76
9.4.2 JAPAN 77
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 77
9.4.3 INDIA 77
9.4.3.1 Rising usage of chatbots or IVAs is expected to boost the contact center outsourcing businesses in India 77
9.4.4 REST OF ASIA PACIFIC 78
9.5 LATIN AMERICA 78
9.5.1 BRAZIL 80
9.5.1.1 Security and theft protection regulation in Brazil to drive the growth of the call center AI market in the country 80
9.5.2 MEXICO 81
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 81
9.5.3 REST OF LATIN AMERICA 81
9.6 MIDDLE EAST & AFRICA 81
9.6.1 SAUDI ARABIA 83
9.6.1.1 Vision 2030 and 2016 National Transformation Strategy will fuel the adoption of AI in Saudi Arabia 83
9.6.2 UAE 84
9.6.2.1 UAE AI Strategy 2031 is expected to drive the adoption of AI in the country 84
9.6.3 REST OF MIDDLE EAST & AFRICA 84

10 COMPETITIVE LANDSCAPE 86
10.1 COMPETITIVE LEADERSHIP MAPPING 86
10.1.1 VISIONARY LEADERS 86
10.1.2 INNOVATORS 86
10.1.3 DYNAMIC DIFFERENTIATORS 86
10.1.4 EMERGING COMPANIES 86
10.2 STRENGTH OF PRODUCT PORTFOLIO (25 PLAYERS) 88
10.3 BUSINESS STRATEGY EXCELLENCE (25 PLAYERS) 89
10.4 RANKING OF TOP PLAYERS IN THE CALL CENTER AI MARKET, 2019 90
11 COMPANY PROFILES 91
11.1 IBM 91
(Business Overview, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
11.2 GOOGLE 95
11.3 MICROSOFT 99
11.4 ORACLE 103
11.5 SAP 106
11.6 WS 109
11.7 NUANCE COMMUNICATIONS 111
11.8 AVAYA 113
11.9 HAPTIK 116
11.10 ARTIFICIAL SOLUTIONS 118
11.11 ZENDESK 120
11.12 CONVERSICA 122
11.13 RULAI 122
11.14 INBENTA TECHNOLOGIES 123
11.15 KORE.AI 123
11.16 EDGEVERVE SYSTEMS 124
11.17 PYPESTREAM 124
11.18 AVAAMO 125
11.19 TALKDESK 125
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11.20 NICE INCONTACT 126
11.21 CREATIVE VIRTUAL 126
*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 127
12.1 DISCUSSION GUIDE 127
12.2 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 130
12.3 AVAILABLE CUSTOMIZATIONS 132
12.4 RELATED REPORTS 132
12.5 AUTHOR DETAILS 133



List of Figures



FIGURE 1 GLOBAL CALL CENTER AI MARKET: RESEARCH DESIGN 19
FIGURE 2 CALL CENTER AI MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 23
FIGURE 3 COMPETITIVE LEADERSHIP MAPPING: CRITERIA WEIGHTAGE 25
FIGURE 4 CALL CENTER AI MARKET SIZE, 2017–2024 29
FIGURE 5 BASED ON COMPONENT, THE COMPUTE PLATFORM SEGMENT IS LEADING THE CALL CENTER AI MARKET IN 2019 29
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 30
FIGURE 7 BASED ON VERTICAL, THE BFSI SEGMENT IS ESTIMATED TO LEAD
THE MARKET IN 2019 30
FIGURE 8 CALL CENTER AI MARKET: REGIONAL SNAPSHOT 31
FIGURE 9 BASED ON REGION, CALL CENTER AI MARKET IN ASIA PACIFIC IS PROJECTED TO GROW AT THE HIGHEST RATE FROM 2019 TO 2024 32
FIGURE 10 USE OF AI BY ORGANIZATIONS TO OFFER ENHANCED CUSTOMER SUPPORT SERVICES TO DRIVE MARKET GROWTH DURING THE FORECAST PERIOD 33
FIGURE 11 COMPUTE PLATFORM AND THE US ESTIMATED TO ACCOUNT FOR THE LARGEST SHARE OF THE NORTH AMERICA CALL CENTER AI MARKET IN 2018 34
FIGURE 12 CALL CENTER AI MARKET IN JAPAN PROJECTED TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD 34
FIGURE 13 CALL CENTER AI MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 35
FIGURE 14 COMPUTE PLATFORMS SEGMENT TO HOLD A HIGHER SHARE IN THE CALL CENTER AI MARKET IN 2019 44
FIGURE 15 CLOUD SEGMENT TO ACCOUNT FOR A LARGER MARKET SIZE AS COMPARED TO ON-PREMISES SEGMENT DURING THE FORECAST PERIOD 50
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 64
FIGURE 19 NORTH AMERICA: MARKET SNAPSHOT 65
FIGURE 20 ASIA PACIFIC: MARKET SNAPSHOT 74
FIGURE 21 CALL CENTER AI MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING, 2019 87
FIGURE 22 RANKING OF TOP MARKET PLAYERS, 2019 90
FIGURE 23 IBM: COMPANY SNAPSHOT 91
FIGURE 24 SWOT ANALYSIS: IBM 94
FIGURE 25 GOOGLE: COMPANY SNAPSHOT 95
FIGURE 26 SWOT ANALYSIS: GOOGLE 98
FIGURE 27 MICROSOFT: COMPANY SNAPSHOT 99
FIGURE 28 SWOT ANALYSIS: MICROSOFT 101
FIGURE 29 ORACLE: COMPANY SNAPSHOT 103
FIGURE 30 SWOT ANALYSIS: ORACLE 105
FIGURE 31 SAP: COMPANY SNAPSHOT 106
FIGURE 32 SWOT ANALYSIS: SAP 108
FIGURE 33 AWS: COMPANY SNAPSHOT 109
FIGURE 34 NUANCE COMMUNICATIONS: COMPANY SNAPSHOT 111
FIGURE 35 AVAYA: COMPANY SNAPSHOT 113
FIGURE 36 ARTIFICIAL SOLUTIONS: COMPANY SNAPSHOT 118
FIGURE 37 ZENDESK: COMPANY SNAPSHOT 120

 

List of Tables



TABLE 1 FACTOR ANALYSIS 24
TABLE 2 CALL CENTER AI MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION) 44
TABLE 3 COMPUTE PLATFORMS: CALL CENTER AI MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 45
TABLE 4 SOLUTIONS: CALL CENTER AI MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 46
TABLE 5 SERVICES: CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 47
TABLE 6 CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE 2017–2024 (USD MILLION) 50
TABLE 7 ON-PREMISES: CALL CENTER AI MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 51
TABLE 8 CLOUD: CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 52
TABLE 9 CALL CENTER AI MARKET SIZE, BY VERTICAL, 2017–2024 (USD MILLION) 54
TABLE 10 BFSI: CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 55
TABLE 11 RETAIL & E-COMMERCE: CALL CENTER AI MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 56
TABLE 12 HEALTHCARE: CALL CENTER AI MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 57
TABLE 13 TELECOM: CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 58
TABLE 14 MEDIA & ENTERTAINMENT: CALL CENTER AI MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 59
TABLE 15 TRAVEL & HOSPITALITY: CALL CENTER AI MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 60
TABLE 16 OTHERS: CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 61
TABLE 17 CALL CENTER AI MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 64
TABLE 18 NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY COMPONENT 2017–2024 (USD MILLION) 66
TABLE 19 NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE 2017–2024 (USD MILLION) 66
TABLE 20 NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY VERTICAL 2017–2024 (USD MILLION) 67
TABLE 21 NORTH AMERICA: CALL CENTER AI MARKET SIZE, BY COUNTRY 2017–2024 (USD MILLION) 67
TABLE 22 EUROPE: CALL CENTER AI MARKET SIZE, BY COMPONENT 2017–2024 (USD MILLION) 69
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) 70
TABLE 25 EUROPE: CALL CENTER AI MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION) 70
TABLE 26 ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION) 74
TABLE 27 ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE 2017–2024 (USD MILLION) 75
TABLE 28 ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY VERTICAL 2017–2024 (USD MILLION) 75
TABLE 29 ASIA PACIFIC: CALL CENTER AI MARKET SIZE, BY COUNTRY 2017–2024 (USD MILLION) 76
TABLE 30 LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY COMPONENT 2017–2024 (USD MILLION) 78
TABLE 31 LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE 2017–2024 (USD MILLION) 79
TABLE 32 LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY VERTICAL 2017–2024 (USD MILLION) 79
TABLE 33 LATIN AMERICA: CALL CENTER AI MARKET SIZE, BY COUNTRY 2017–2024 (USD MILLION) 80
TABLE 34 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY COMPONENT 2017–2024 (USD MILLION) 82
TABLE 35 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY DEPLOYMENT TYPE, 2017–2024 (USD MILLION) 82
TABLE 36 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY VERTICAL 2017–2024 (USD MILLION) 83
TABLE 37 MIDDLE EAST & AFRICA: CALL CENTER AI MARKET SIZE, BY COUNTRY 2017–2024 (USD MILLION) 85