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.
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.
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