市場調查報告書
商品編碼
1472134
2023-2030 年全球語音分析市場規模研究與預測(按部署、按應用、按企業類型、按最終用戶和區域分析)Global Speech Analytics Market Size Study & Forecast, By Deployment, By Application, By Enterprise Type, By End-user, and Regional Analysis, 2023-2030 |
2022 年全球語音分析市場價值約為 33.1 億美元,預計在 2023-2030 年預測期內將以超過 15.6% 的健康成長率成長。語音分析利用語音識別、機器學習和自然語言處理將口語單字轉錄為文本,並分析它們的模式、關鍵字以及與客戶情緒、偏好和要求相關的討論。其主要目標包括了解客戶互動、改善客戶體驗、確保合規性、識別趨勢和模式、最佳化營運以及獲取業務洞察。這些工具為聯絡中心提供即時語音錄音和回饋,以增強客戶理解、滿意度和座席績效。隨著各機構優先考慮營運中的靈活性和可擴展性,語音技術已成為成長策略的組成部分。人們日益認知到分析在提高客戶保留率和滿意度方面的作用、對合規性和風險管理的日益重視,以及在多通路世界中話語權的重要性日益增強,這些都是推動全球市場需求的最突出因素。
此外,呼叫中心公司擴大採用語音分析平台來改善消費者體驗、增加收入並提高座席工作效率,同時確保合規性。據 Account Recovery.net 稱,67% 的公司採用語音分析來減少違規行為並提高客服人員的績效。這些解決方案使組織能夠分析客戶與代理商的交互,提供有價值的情報以增強客戶體驗並簡化營運流程。此外,呼叫中心正在採用文字分析解決方案來發現最佳化未來互動並增強即時一對一客戶互動的見解。這些解決方案還有助於提高客戶體驗的品質保證,並減輕業務營運中的微觀管理。例如,2023 年 4 月,會話自動化公司 SESTEK 與領先的業務處理外包組織 CCC 合作,實施語音分析、語音 AI 和語音辨識解決方案,推動成長並釋放公共和服務領域的新機會。此外,聯絡中心嚴格的合規法規凸顯了即時監控客戶通話的重要性,這使得語音分析解決方案成為確保合規性和提高客戶滿意度、同時降低法律和監管風險不可或缺的一部分。因此,呼叫中心服務中對語音分析解決方案日益成長的需求預計將大幅推動市場需求。此外,基於雲端的語音分析解決方案的普及,以及機器學習(ML) 和人工智慧(AI) 在解決方案中的日益滲透,以提供更好的客戶體驗,在預測幾年中帶來了各種利潤豐厚的機會。然而,高昂的投資成本以及對資料隱私和安全的擔憂的增加正在阻礙 2023-2030 年預測期內的市場成長。
全球語音分析市場研究涵蓋的關鍵區域包括亞太地區、北美、歐洲、拉丁美洲以及中東和非洲。由於工業 4.0 和數位轉型的出現、知名區域參與者和眾多服務提供者的大量存在以及數位行銷支出的增加,北美在 2022 年佔據了市場主導地位。此外,該國還利用突破性技術來促進解決方案的無縫整合。例如,2023 年 3 月,臨床級語音分析平台提供者 Aural Analytics, Inc. 宣布其 Speech Vitals-ALS 技術獲得美國食品藥物管理局的創新設備認可。而亞太地區預計在預測年份將以最高的年複合成長率成長。中國、印度、澳洲、印尼、越南、菲律賓等國家外包產業持續擴張。這些國家正在利用科技來提高效率、客戶體驗、員工體驗和其他各個方面。例如,2023 年 2 月,領先的電信供應商 Bharti Airtel Telecom 與 Nvidia 合作開發和實施基於人工智慧的解決方案,旨在改善其聯絡中心所有呼入呼叫的客戶體驗。 Airtel 將利用其基於深度學習的自動語音識別 (ASR) 以及 Nvidia 的 NVIDIANeMo 對話式 AI 工具包來準確解釋語言並增強營運,從而為代理商和消費者提供更好的服務。此外,亞太地區聯絡中心外包產業目前正在加速成長,促使產業參與者為尋求外包服務的公司提供創新解決方案。
研究的目的是確定近年來不同細分市場和國家的市場規模,並預測未來幾年的價值。該報告旨在納入參與研究的國家內該行業的定性和定量方面。
該報告還提供了有關關鍵方面的詳細資訊,例如將決定市場未來成長的促進因素和挑戰。此外,它還納入了利害關係人投資的微觀市場的潛在機會,以及對主要參與者的競爭格局和產品供應的詳細分析。
Global Speech Analytics Market is valued at approximately USD 3.31 billion in 2022 and is anticipated to grow with a healthy growth rate of more than 15.6% over the forecast period 2023-2030. Speech analytics utilizes speech recognition, machine learning, and natural language processing to transcribe spoken words into text and analyze them for patterns, keywords, and discussions related to customer sentiment, preferences, and requirements. Its primary goals include understanding customer interactions, improving the customer experience, ensuring compliance, identifying trends and patterns, optimizing operations, and deriving business insights. These tools provide real-time voice recordings and feedback for contact centres to enhance customer understanding, satisfaction, and agent performance. Speech technology becomes integral to growth strategies as agencies prioritize flexibility and scalability in their operations. The growing recognition of analytics' role in boosting customer retention and satisfaction, rising emphasis on compliance and risk management, along with increasing significance of voice in a multi-channel world are the most prominent factors that are propelling the market demand across the globe.
Additionally, call centre companies are increasingly adopting speech analytics platforms to improve the consumer experience, boost revenue, and enhance agent productivity while ensuring compliance. According to Account Recovery.net, 67% of companies employ speech analytics to reduce non-compliance and enhance agent performance. These solutions empower organizations to analyze customer-agent interactions, providing valuable intelligence to enhance customer experience and streamline operational processes. Additionally, call centres are embracing text analysis solutions to uncover insights that optimize future interactions and enhance real-time one-to-one customer engagements. These solutions also facilitate improved quality assurance for customer experience and mitigate micromanagement in business operations. For instance, in April 2023, SESTEK, a conversational automation company, partnered with CCC, a leading business processing outsourcing organization, to implement speech analytics, voice AI, and voice recognition solutions, driving growth and unlocking new opportunities in the public and services sectors. Furthermore, stringent compliance regulations for contact centres highlight the importance of real-time monitoring of customer calls, making speech analytics solutions integral to ensuring compliance and enhancing customer satisfaction while mitigating legal and regulatory risks. Thus, the increasing demand for speech analytics solutions within call centre services is expected to fuel market demand at a substantial rate. Moreover, the rise in adoption of cloud-based speech analytics solutions, as well as the increasing penetration of Machine Learning (ML) and Artificial Intelligence (AI) in solutions for better customer experience presents various lucrative opportunities over the forecasting years. However, the high investment cost and the rise in concern for data privacy & security are hindering the market growth throughout the forecast period of 2023-2030.
The key regions considered for the Global Speech Analytics Market study include Asia Pacific, North America, Europe, Latin America, and Middle East & Africa. North America dominated the market in 2022 owing to the advent of Industry 4.0 and digital transformation, the high presence of prominent regional players and numerous service providers, along increased digital marketing spending. Also, the country leverages groundbreaking technologies to facilitate the seamless integration of solutions. For instance, in March 2023, Aural Analytics, Inc., a provider of clinical-grade speech analytical platforms, announced that its Speech Vitals-ALS technology received recognition from the U.S. Food and Drug Administration as an innovative device. Whereas, Asia Pacific is expected to grow at the highest CAGR over the forecast years. The continuous expansion of outsourcing industries across countries like China, India, Australia, Indonesia, Vietnam, and the Philippines. These nations are leveraging technology to enhance efficiency, customer experience, employee experience, and various other aspects. For instance, in February 2023, Bharti Airtel Telecom, a leading telecom provider, collaborated with Nvidia to develop and implement an AI-based solution aimed at improving the customer experience for all inbound calls to its contact centre. Airtel will utilize its deep learning-based automatic speech recognition (ASR) alongside Nvidia's NVIDIANeMo conversational AI toolkit to accurately interpret language and enhance operations for better service to agents and consumers. Additionally, the Asia Pacific contact centre outsourcing sector is currently experiencing accelerated growth, prompting industry participants to offer innovative solutions to companies seeking to outsource their services.
The objective of the study is to define the market sizes of different segments & countries in recent years and to forecast the values for the coming years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within countries involved in the study.
The report also caters to detailed information about the crucial aspects such as driving factors & challenges that will define the future growth of the market. Additionally, it also incorporates potential opportunities in micro markets for stakeholders to invest along with a detailed analysis of the competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:
List of tables and figures and dummy in nature, final lists may vary in the final deliverable
List of tables and figures and dummy in nature, final lists may vary in the final deliverable