Utilization of AI and RPA in BPO (Business Process Outsourcing) Market 2020
Language:
Japanese
Product Code No:
C62117200
Issued In:
2020/10
#of Pages:
264
Publication Cycle:
Format:
PDF
Geographic Coverage:
Other Areas in the World
Industry:
Coverage: (Product/service)
BPO (Business Process Outsourcing) Services
Research Target:
Call Center Service providers, IT vendors, printing companies, back-office and other service providers, and Solution vendors for call centers
Research Content:
I Utilization and Future Perspectives of AI and RFA in Contact Center/BPO Industry
1. Market Size of AI Services Provided by Call Center Operators
（1） Market Size of AI Services Provided by Call Center Operators (FY2019-2024)
（2） Market Size of AI Service by Operation (FY2019-2024)
2. Influence of AI to Call Center Industry AI
3. At Call Centers: Segments Difficult to Use AI, Segments Relatively Easy to Adopt AI
（1） Categories of Roles/Functions of AI at Contact Centers
（2） Major Technologies Expected to be Adopted in Contact-Center Services
（3） Emotional Intelligence
（4） Segments Difficult to Use AI for Replacement
（5） Segments Relatively Easy to Adopt AI for Replacement
4. Overview of RPA (Robotic Process Automation)
（1） What is RPA
（2） Background of Why RPA is Needed
（3） Areas that RPA Pervades, Cooperate, and be Adopted/Areas Not Appropriate to Introduce RPA
5. Utilization of RPA by Outsourcing Business Operators
（1） Current Status of RPA Utilization by BPO Services
（2） Current Status of RPA Utilization by Call Center Service Providers
II Questionnaire Survey Results on Utilization of AI at Call Centers
III Case Studies of AI Services Adopted by Call Center Service Users
1. Case Studies of AI Service Adopted in Manufacturing Industry
2. Case Studies of AI Service Adopted in Financial Industry
3. Case Studies of AI Service Adopted in Distribution Industry
4. Case Studies of AI Service Adopted in Transportation/Real Estate/ICT/Other
5. Case Studies of AI Service Adopted in Public Sector
IV Ideas and Attempts toward AI and RPA at Call Center Service Providers
17 Call Center Service Providers
V Ideas and Attempts at IT Vendors Providing BPO Services
15 Vendors
VI Ideas and Attempts by Printing Companies Providing AI/BPO Services
6 Companies
VII Ideas and Attempts by Back-Office and Other Service Providers Providing AI/BPO Service
12 Providers
VIII Ideas and Attempts by Solution Vendors for Call Centers
22 Vendors