No.2974
Market of AI Services Provided by Call Center Businesses in Japan: Key Research Findings 2021
Due to Increase in Touchless Inquiries, Market of AI Services Provided by Call Center Businesses Expanded in FY2021 to 139.0% on YoY
Yano Research Institute (the President, Takashi Mizukoshi) surveyed the AI services provided by domestic call center businesses, and disclosed the market size and trends.
Summary of Research Findings
It was around 2018 when actual implementation of AI services in call centers began being in progress. As labor shortage became severe in FY2019, automating operation tasks were in demand, which increased the number of companies deploying AI services provided by call center businesses. The market size of AI services provided by call center businesses reached 1,800 million yen, based on the sales at businesses.
In FY2020, because it became necessary to reduce the number of operators in service to avoid closeness as a preventing measure against the coronavirus infections, the demand for automation of operation tasks increased furthermore. This led the market size in FY2020 to rise to 2,950 million yen, 163.9% of the size of the previous fiscal year.
Noteworthy Topics
Market of AI Services Provided by Call Center Businesses in FY2021 Expected to Expand to 139.0% on YoY
Even in FY2021, the automation of operation tasks due to the measures against COVID-19 infections has been continuously in demand. In addition, as working at home has generalized, there are more cases of interactions with end users through contactless channels such as online or social media, which brought about more companies to adopt AI services that have high affinity with those channels. This led the market of AI services provided by call center businesses in FY2021 to expand to 4,100 million yen, 139.0% on a YoY basis.
Because of increasing demand for automation of operation tasks and for support of contactless media, implementation of AI services is projected to be in progress furthermore. In addition, more cases of call centers that started adopting AI services are likely to hereafter encourage the deployment of AI services at companies that have hesitated to do so.
Research Outline
2.Research Object： Call center service providers, IT-related BPO businesses, Printing-related BPO businesses, Back-office-related BPO businesses, call center solution providers
3.Research Methogology： Face-to-face interviews (including online), online questionnaire, and literature research
Market of AI Services Provided by Call Center Businesses
AI services provided by call center businesses in this research refer to the services that enable to interact with customers with text or voice by utilizing AI technology. The market size include the sales of AI chatbot provided for call centers at user companies by call center businesses, as well as the sales of operation tasks for tuning, etc. after implementing the services.
Mainly at major call center businesses, they not only implemented AI services at their own call center facilities that they possess, but they are providing AI services for call centers at their clients.
＜Products and Services in the Market＞
AI services (AI chatbot, etc.) provided by call center businesses for their corporate clients' call centers
Published Report
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