StrategyR, a market research publisher predicts that artificial intelligence will help to improve productivity within call centers. They predict it will become a $3.5 billion market by 2026 in their new report. Within the report, one of the main catalysts behind the change was covid-19.
Since covid-19, certain businesses have been searching for ways to cut costs by reducing the staff and automate certain areas of their operations. Otherwise from automation, they also see other areas of their workflow being ripe for change. Such as using data to bring unseen insights to help them understand their customers better.
Another important feature is the introduction of chatbots. The chatbots can help to offload certain customer service activities that would usually take up and customer service representative’s time. Chatbots could also be used as a tool to do 24/7 marketing in which they can scale pretty quickly.
Conversational artificial intelligence (AI) is emerging as a prominent trend in the call center industry owing to its ability to automate customer services and improve productivity without compromising over the service quality. Conversational AI is bound to witness extensive adoption across the industry for automating customer services and boosting revenues for brands.
At the moment, the US market seems to be where most of the growth is happening as it is currently estimated at $399.6 million in 2021. China too shows promise as they are predicting that by 2026, they will reach an estimated $380 million.
