No.2587
11/19/2020

AI Service by Call Center Operators in Japan: Key Research Findings 2020

Yano Research Institute (the President, Takashi Mizukoshi) has carried out a survey on the AI service provided by call center operators, and found out the market size and the market trends.


Summary of Research Findings

Since the first deployment of AI services like AI-based chatbot around 2018, needs to automate call center agent operations using AI service has continued to expand in conjunction with worsening of staff shortage.
Under the circumstance, the number of client companies introducing AI services provided by call center operators has been on the rise. In FY2019, the market size of AI service at call center operators grew to 1.8 billion yen, 225.0% of the previous fiscal year, based on the sales at the businesses.

Noteworthy Topics

Market Size of AI Services by Call Center Operators in FY2020 Projected to Attain 2.6 Billion Yen, 144.4% YOY

During FY2020, needs for automation of call center agent duties intensified as the outbreak of COVID-19 infections required call centers to operate with fewer people to avoid close-contact among workers. Because the situation is likely to continue for the time being, the market of AI service provided by call center operators is estimated to reach 2.6 billion yen for FY2020, 144.4% of the previous fiscal year, based on the sales at the businesses. 
Seeing that it is unlikely that the situation goes back to the previous state even after FY2021, needs to automate call centers using AI services is expected to continue rising. Furthermore, as introduction of AI service at call center increases and such becomes a standard, business cases are assumed to expand among client companies that used to be hesitant about adopting the service, as they may start following the forerunning companies deploying the services. Because of the prevailing conditions, the market size of AI services by call center operators is projected to grow rapidly from FY2021 onward.

Research Outline

1.Research Period: June to October 2020
2.Research Object: Call center service providers, IT vendors, printing companies, back-office and other service providers providing BPO services, and IT solution providers for call centers
3.Research Methogology: Face-to-face interviews by expert researchers, online questionnaires, and literature research

What is AI Service by Call Center Operators?

The AI service in this research indicates the conversational service using AI-based technology to communicate with humans via text or voices, and the market size of AI service by call center operators include not only the sales of AI-based chatbot but also operational fees such as fine-tuning of chatbot after introduction of the services. Call center operators, especially the large companies, have adopted AI services within their call center facilities as well as providing AI services at client companies’ call centers. 


Reference: 
“Call Center Service & Contact Center Solution Markets in Japan: Key Research Findings 2020”
https://www.yano.co.jp/press-release/show/press_id/2556
“Use of AI at Call Centers: Key Research Findings 2019” (in Japanese only)
https://www.yano.co.jp/press-release/show/press_id/2286

<Products and Services in the Market>

AI services (AI-based chatbot, etc.) provided by call center operators

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