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Artificial Intelligence

Global Call Center AI Market (2021 to 2027) – by Deployment Type, End-user, Component and Region

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Dublin, March 16, 2022 (GLOBE NEWSWIRE) — The “Global Call Center AI Market By Deployment Type, By End User, By Component, By Regional Outlook, Industry Analysis Report and Forecast, 2021-2027” report has been added to ResearchAndMarkets.com’s offering.

The Global Call Center AI Market size is expected to reach $4.7 billion by 2027, rising at a market growth of 24.3% CAGR during the forecast period.

Call Center AI refers to the utilization of artificial intelligence across call centers with the purpose of providing human-like services to customers with robotic assistance. In call centers, one of the most common uses of AI is to provide in-depth data on call times and first resolution along with other metrics. These technologies can detect patterns and have access to client data, allowing them to determine if customers are having a good or bad experience.

According to a study conducted by Oracle, more than 80% of businesses are now using chatbots for customer service or aim to do so by 2020. Respondents cited 24-hour service, rapid responses to inquiries, and solutions to easy questions as some of the advantages of AI deployment.

There are some instances wherein dealing with customer inquiries in real-time might be a difficult task for a customer service representative, as customers may not understand the context of their inquiry. This has necessitated the development of better data analytics skills.

For example, with AI, previous customer interactions and chat data may be examined in seconds, and concise information about the customer can be supplied to the executive. Because of its large in-house data scientists and analysts, Amazon, in partnership with its subsidiary Amazon Web Services, developed specific algorithms aimed at evaluating consumer wants and offering accurate responses based on those needs. As a result, the global market is growing due to the requirement for increased data analysis skills.

COVID-19 Impact Analysis

In the fourth quarter of 2019, the deadly COVID-19 emerged from the Wuhan City of China and till the end of the first quarter of 2020, it emerged as one of the most deadly and hazardous pandemics for both the people and economies. The COVID-19 caused Governments all over the world to enforce lockdowns across their countries which substantially slammed all the industries across the world. However, due to the increased necessity for organizations to replace old infrastructure to build a more flexible approach to customer engagement during the COVID-19 pandemic, the usage of advanced call center software solutions has surged.

Because call center software use has expanded despite unprecedented circumstances, the COVID-19 pandemic had a positive impact on the expansion of the call center AI market. Enterprises have seen an increase in the requirement to replace old infrastructure in order to build a more agile approach to client engagement.

Market Growth Factors:

Rising demand for enhanced customer experience

Customer experience must be maintained by providing accurate and timely feedback. Customer experience is critical to a company’s long-term success. Call center as a service provides solutions that assist in providing appropriate customer support. By delivering real-time customer query-related data, the service assists agents in efficiently handling consumers. It displays information on clients and their buying history in pop-up windows. This saves time for the agent and allows them to rapidly resolve the customer’s issue.

Advantages such as Scalability, Flexibility, and reduced cost

Traditional on-premises call centers are substantially more expensive than cloud-based call centers. Companies save money on overall expenses such as hardware installation and maintenance service charges by implementing AI solutions in a call center. Moreover, cloud-based services aid in the reduction of overhead costs, downtime, and power usage. It also offers a pay-per-use subscription model, which allows businesses to choose the plan that best suits their needs and budget. Web-based call centers are becoming more popular among businesses with minimal resources.

Marketing Restraining Factor:

Data security and privacy risks

The Call Center has a large amount of data that is vulnerable to malevolent attackers. Personal and confidential information, such as health information and credit card data, is stored in call centers. Internally and externally, there is a considerable risk of data breaches and hacking. Internally, for example, the agent could leak information or be bribed to provide it. This poses a significant risk of privacy violations. For example, in 2017, a data breach occurred at the LaunchPoint insurance company in the United States, when a corporate employee used his personal email to steal client healthcare information.

Key Topics Covered:

Chapter 1. Market Scope & Methodology

Chapter 2. Market Overview
2.1 Introduction
2.1.1 Overview
2.1.1.1 Market Composition and Scenario
2.2 Key Factors Impacting the Market
2.2.1 Market Drivers
2.2.2 Market Restraints

Chapter 3. Competition Analysis – Global
3.1 KBV Cardinal Matrix
3.2 Recent Industry Wide Strategic Developments
3.2.1 Partnerships, Collaborations and Agreements
3.2.2 Product Launches and Product Expansions
3.3 Top Winning Strategies
3.3.1 Key Leading Strategies: Percentage Distribution (2017-2021)
3.3.2 Key Strategic Move: (Product Launches and Product Expansions 2020, Oct – 2021, Nov) Leading Players

Chapter 4. Global Call Center AI Market by Deployment Type
4.1 Global Cloud Market by Region
4.2 Global On-premise Market by Region

Chapter 5. Global Call Center AI Market by End User
5.1 Global Telecom Market by Region
5.2 Global BFSI Market by Region
5.3 Global Travel & Hospitality Market by Region
5.4 Global Retail & Ecommerce Market by Region
5.5 Global Media & Entertainment Market by Region
5.6 Global Healthcare Market by Region
5.7 Global Other End User Market by Region

Chapter 6. Global Call Center AI Market by Component
6.1 Global Solution Market by Region
6.2 Global Compute Platforms Market by Region
6.3 Global Services Market by Region

Chapter 7. Global Call Center AI Market by Region

Chapter 8. Company Profiles
8.1 Reliance Industries Limited (Jio Haptik technologies limited)
8.1.1 Company Overview
8.1.2 Financial Analysis
8.1.3 Segmental Analysis
8.1.4 Research & Development Expenses
8.1.5 Recent strategies and developments
8.1.5.1 Product Launches and Product Expansions
8.2 Artificial Solutions International AB
8.2.1 Company Overview
8.2.2 Recent strategies and developments
8.2.2.1 Partnerships, Collaborations, and Agreements
8.3 Conversica, Inc.
8.3.1 Company Overview
8.3.2 Recent strategies and developments
8.3.2.1 Partnerships, Collaborations, and Agreements
8.3.2.2 Product Launches and Product Expansions
8.4 Rulai, Inc.
8.4.1 Company Overview
8.5 Kore.ai, Inc.
8.5.1 Company Overview
8.5.2 Recent strategies and developments
8.5.2.1 Product Launches and Product Expansions
8.6 Pypestream, Inc.
8.6.1 Company Overview
8.6.2 Recent strategies and developments
8.6.2.1 Partnerships, Collaborations, and Agreements
8.6.2.2 Product Launches and Product Expansions
8.7 Infosys Limited (EdgeVerve Systems)
8.7.1 Company Overview
8.7.2 Financial Analysis
8.7.3 Segmental and Regional Analysis
8.7.4 Research & Development Expense
8.7.5 Recent strategies and developments
8.7.5.1 Partnerships, Collaborations, and Agreements
8.7.5.2 Product Launches and Product Expansions
8.7.6 SWOT Analysis
8.8 Avaamo, Inc.
8.8.1 Company Overview
8.9 Talkdesk
8.9.1 Company Overview
8.9.2 Recent strategies and developments
8.9.2.1 Product Launches and Product Expansions
8.10. NICE Ltd. (inContact, Inc.)
8.10.1 Company Overview
8.10.2 Financial Analysis
8.10.3 Segmental and Regional Analysis
8.10.4 Research & Development Expenses
8.10.5 Recent strategies and developments
8.10.5.1 Partnerships, Collaborations, and Agreements
8.10.5.2 Product Launches and Product Expansions

For more information about this report visit https://www.researchandmarkets.com/r/q0ixcg


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Artificial Intelligence

Appian Named a Leader in the 2024 Gartner® Magic Quadrant™ for Process Mining Platforms Report

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LONDON, May 3, 2024 /PRNewswire/ — Appian (Nasdaq: APPN) today announced it has been named a Leader by Gartner in its 2024 Magic Quadrant for Process Mining Platforms report. The report evaluated 18 vendors and their product offerings. For more information, download a complimentary copy of the Gartner Process Mining 2024 report. 

Gartner defines Process Mining platforms as tools that deliver visibility and insights to technology innovation leaders that enable smart decision making and strong performance on an organisation’s critical priorities. Features that make Appian a leader in Process Mining, include:
Faster data prep that eliminates complex transformation with always-ready data from multiple sources.Automated process analysis and intelligent recommendations for where and how to take action.A low-code experience for measuring, monitoring, and optimising process performance—all within one platform.”We believe that Appian’s recognition in the Gartner Process Mining Platforms Magic Quadrant underscores our dedication to process excellence. Through Process HQ, we integrate data fabric, process mining, machine learning, and generative AI to streamline manual data prep, enabling businesses to gain insights swiftly and implement improvements easily,” said Michael Beckley, CTO and Founder of Appian. “Our unified approach merges Process Mining with AI-driven process automation, setting a new standard for efficiency and intelligence.”
Business users need greater visibility into the full breadth of their enterprise data and processes in order to maximise operational efficiency and strategic decision-making. By combining the latest technologies in data fabric, process mining, machine learning, and generative AI, Process HQ helps monitor and improve every business process built on Appian. Process HQ makes it easy to reduce costs, risks, and delays, improve compliance, and drive better business outcomes, without the need for costly and time-consuming data collection efforts.
Appian is now an industry leader across its value proposition to Design, Automate, and Optimise the most complex business processes. In addition to today’s announcement, Appian was named a Leader in the 2023 Gartner® Magic Quadrant™ for Enterprise Low-Code Application Platforms report, and was ranked #1 for the Business Workflow Automation with Integration Use Case in the 2023 Gartner® Critical Capabilities for Enterprise Low-Code Application Platforms (LCAP) report.
To access the report and to learn more about Appian’s positioning, visit https://ap.pn/3y2ClZy. Register for our upcoming webinar Process Intelligence Made Easy: The Key to Better Business Decisions on June 20, 2024 at 12pm EST to discover how Process HQ can improve business processes.
Gartner disclaimerGartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
About Appian
Appian is a software company that automates business processes. The Appian AI Process Platform includes everything you need to design, automate, and optimise even the most complex processes, from start to finish. The world’s most innovative organisations trust Appian to improve their workflows, unify data, and optimise operations—resulting in better growth and superior customer experiences. For more information, visit appian.com. [Nasdaq: APPN]
Follow Appian: LinkedIn, X, and X (UK).
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Artificial Intelligence

Innodisk Introduces iCAP Air: Advancing Air Quality Management through Autonomous Decision-Making

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TAIPEI, May 3, 2024 /PRNewswire/ — Innodisk, a global leader in AI solutions, has taken a pivotal step forward in environmental sustainability with the launch of its latest innovation, the “iCAP Air” air quality management solution. This solution empowers businesses worldwide to enhance air quality, sustainability, and human health. Additionally, business can benefit from monthly AI-generated air quality data report, providing valuable insights for informed decision-making.

Leveraging its expertise in edge computing and software and hardware integration, along with the expertise of its subsidiary Sysinno in air quality detection, Innodisk has achieved the development of the “iCAP Air” air quality management solution. This solution integrates advanced technology, including the innovative “iAeris7” air quality detector from Sysinno, to deliver accuracy in detecting temperature, humidity, fine suspended particles (PM2.5), suspended particles (PM10), carbon dioxide (CO2), formaldehyde and total volatile organic compounds (TVOC). It can also be customized to detect NO2, SO2, CO, NH3, and other air factors. At the same time, the iAeris7 device is known for its reliability, patented technology, and various international certifications, including those from SGS and FCC/CE/RoHS/NCC/BSMI.
The solution also includes the “iCAP Air Server,” designed to manage large-scale deployment and data from up to 100 air quality detectors, ensuring seamless integration and efficient operation, even in complex environments. Additionally, iCAP Air provides a user-friendly air quality management platform, enabling organizations to monitor air quality in real-time via a mobile app or internet browser, receive automatic alerts, and optimize air purification or exhaust ventilation system.
iCAP Air is a comprehensive solution that simplifies air quality management for users. It is tailored for medium to large-sized sites or densely populated, enclosed spaces such as medical institutions, smart manufacturing facilities, public transportation hubs, indoor parking facilities, and department stores. Innodisk’s “iCAP Air” air quality management solution represents a milestone for all businesses committed to leveraging technology for the greater good of air quality and society.
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Artificial Intelligence

Bitrue expands Bitcoin Runes Offerings with GPTV Listing and Staking Options

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VICTORIA, Seychelles, May 3, 2024 /PRNewswire/ — Leading digital asset exchange Bitrue continues its community-driven approach with the listing of a new Bitcoin Runes token, GPTV•AI•PEPE•KING (GPTV). This follows the recent addition of several other Bitcoin Runes tokens to the platform, including SATOSHI•NAKAMOTO (SATOSHI), LOBO•THE•WOLF•PUP (LOBO), RSIC•GENESIS•RUNE (RSIC), and DOG•GO•TO•THE•MOON (DOG). Trading for the GPTV/USDT pair commenced on April 30th, 2024.

What is GPTV?
GPTV is the native token of AI PEPE KING, a project claiming to be the “largest AI Meme Community” with a presence on both the Polygon (AIPEPE) and Bitcoin Runes (GPTV) blockchains. Notably, AI PEPE KING secured a $10 million investment to develop AI-powered customer service tools leveraging the ChatGPT technology. Additionally, they are building a “Dream Lottery” system. Revenue generated from these products is earmarked for buybacks and burns of both AIPEPE and GPTV tokens, potentially influencing their long-term value.
Staking Opportunities with Attractive Yields
Bitrue is also offering users staking opportunities for those holding BTR, AIPEPE, RSIC, or DOG tokens. By staking their holdings, users can earn rewards in GPTV, with estimated annual percentage yield (APY) varying on the staked token, with BTR offering 22.15%, AIPEPE at 23.18%, RSIC boasting a higher 31.37%, and DOG coming in at 23.62%. These yields present a potentially lucrative opportunity for users to grow their cryptocurrency holdings, but also come with financial risk and the potential for investment to return much lower yields.
Bitrue’s Focus on Community Engagement
The listing of these Bitcoin Runes tokens is a testament to Bitrue’s commitment to its user base. The decision to add these tokens stemmed from a community poll conducted through an X poll on Bitrue’s X account. This highlights the exchange’s dedication to incorporating community feedback into its decision-making process, fostering a sense of collaboration and shared interest.
With the addition of GPTV and the introduction of staking opportunities, Bitrue continues to expand its offerings for users interested in the burgeoning world of Bitcoin Runes tokens. The exchange’s focus on community engagement further strengthens its position as a platform that prioritizes user input and satisfaction.
About Bitrue
Launched in July 2018, Bitrue is a diversified digital asset exchange that supports trading, loans and investments. Bitrue aims to utilize blockchain technology to bring financial opportunities to everybody regardless of their location or financial position. With offices in Asia and Europe, the business continues to develop new features at a rapid speed to fully service the new wave of the digital economy. More information is available at Bitrue’s website.
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