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市場調查報告書
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1432622

語音分析：市場佔有率分析、產業趨勢/統計、成長預測（2024-2029）

Speech Analytics - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 120 Pages | 商品交期: 2-3個工作天內

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簡介目錄

全球語音分析市場規模預計到 2024 年將達到 31.3 億美元，2024-2029 年預測期間複合年成長率為 15.61%，預計到 2029 年將達到 64.7 億美元。

語音分析-市場

語音分析解決方案可以將通話資料轉化為可操作的資料，這些數據可以轉化為整個企業有價值且有效的見解。這些解決方案主要用於處理廣泛的客戶互動。世界各地的企業使用語音分析結合內部記錄和外部企業聯合組織資料來了解客戶需求並產生尖端資料以全面減少客戶流失。

主要亮點

  • 語音分析提供了可操作的見解，可以提高企業價值，推動資料驅動的決策制定，並改善單一代理人的培訓方式。衡量客服中心效率對於提高客戶滿意度非常重要。因此，用戶可以使用語音分析來發現多個通話的趨勢，以及當時未被認為是重大問題的問題。企業可以使用語音分析工具更了解無法解釋的消費者行為，並深入了解客戶意圖和滿意度。
  • 在 COVID-19 爆發期間，潛在的最終用戶產業推出了利用尖端技術的語音分析解決方案，進一步推動了市場成長。多年來，客服中心一直是職場自動化的一大前沿領域，但新冠疫情加速了整個過程。此外，人工智慧和機器學習顯著提高了公司透過音訊分析將對話分類為相關類別的速度，以了解對話中發生的情況。
  • 語音分析解決方案的關鍵組成部分之一是將語音資料轉換為文字。文字比語音更容易共用和搜尋，並且可用於證明法律規章遵循、審核以及啟用訴訟中的發現過程。任何需要數據的人都可以以組織內易於找到的格式獲取資料。 2022 年 1 月，Meta AI 發布了 data2vec，這是一種適用於多種模式的高效能自監督演算法，包括音訊、文字和圖像的單獨應用。事實證明，它的性能優於電腦視覺和語音的行業標準單目標演算法。
  • 此外，市場正在見證供應商在產品創新和各種合作夥伴關係方面所做的努力，以便為企業提供更好的解決方案。例如，Cogito開發了一種基於行為科學和深度學習的即時對話分析工具。該公司的人工智慧可以監聽對話的內容和語氣。 Cogito 聲稱能夠偵測模仿、音量和音調變化等內容，讓您即時了解客戶的感受以及公司所有通話的進行情況。它還向客戶服務負責人提供即時提案，以改善通話並評估績效。
  • Cogito 系統的首批大規模測試之一是在 Humana 保險公司進行的，為期六個月的試驗總合涉及 200 個客服電話。使用該系統後，淨推薦值提高了 28%。問題解決率提高了 6%，對經理的電話減少了。 Cogito 聲稱他們的系統已將回電次數減少了 10%，並將客戶滿意度提高了 28%。
  • 對語音分析軟體和平台的需求迅速爆炸，帶動了該領域多家新興企業的發展，其中幾家成長了近 10 倍。例如，品質監控和語音分析工具供應商 SuccessKPI 的記錄顯示，由於北美業務數位化不斷提高以及向拉丁美洲、歐洲和亞太地區的擴張，對其平台的需求增加了 200%。這一成長促使 Banneker Partners 在 2022 年 1 月投資 3,300 萬美元，使我們能夠在全球快速擴展客戶成功、產品、合作夥伴、行銷和銷售團隊。
  • 然而，所研究的市場在採用基於語音的通訊正面臨挑戰。電腦系統處理語音互動比純粹技術層面的聊天更加困難。環境噪音、不尋常的語音模式、不同的口音和糟糕的發音使得人工智慧很難將語音翻譯成文字。

語音分析市場趨勢

電訊業預計將佔據主要市場佔有率

  • 連網型世界理念簡介 由於產生大量資料，語音分析在通訊業務中變得越來越流行。最初，錄音通話是手動評估的。然而，隨著通話數量的增加，對適當和準確評估的需求也隨之增加，因此需要實施語音分析。
  • 通訊服務供應商公司廣泛使用語音分析技術。隨著商業市場的擴大，許多好處，例如提高報酬率、減少詐欺、降低風險、改善服務和提高客戶滿意度，可以幫助吸引和留住更多客戶。
  • 組織主要使用雲端基礎的通訊分析，這有助於他們識別高價值消費者並在整個客戶生命週期中更好地管理他們以增加利潤。該技術還有助於透過即時客戶洞察來識別潛在危險。儘管顛覆性技術以及網路和行動工具普及，但客戶和企業之間的大多數顧客關懷互動仍然透過電話進行。
  • 電信業者客服中心的目標是啟用這些呼叫並收集有關消費者趨勢和行為的資訊。隨著資料處理對於識別機會變得越來越重要，客服中心將使用基於大量資料的技術。
  • 各種電信業者已經在使用語音分析解決方案。例如，南美洲最重要的通訊Telefonica Brasil 正在充分利用 Comdata 的解決方案。該公司使用 IVR（互動式語音應答）平均每天管理 4,000 萬個呼叫，其中 900 萬個呼叫由人工處理。儘管這些數字預計未來還會增加，但未來幾年僱用的操作人員數量預計會減少。所以問題是如何在降低費用的同時提高客戶體驗的品質。因此，實施語音分析解決方案是重要的商業解決方案。
  • 根據國際電信聯盟的數據，預計2019年行動用戶總數將首次突破80億，達到83億。據報道，截至 2022 年，全球行動電話用戶數將達到 86 億，高於 2021 年的 84 億。到 2027 年，全球 5G行動電話用戶數量預計將超過 43 億，其中僅東北亞地區的用戶數量預計將超過 17 億。全球行動（蜂窩）用戶總合的增加預計將推動市場成長並在未來創造充足的機會。

預計北美將佔據主要佔有率

  • 美國語音分析市場受到多種因素的推動，包括數位行銷支出的增加、政府機構技術支出的增加以及對該地區精神疾病患者治療的日益關注。此外，中央情報局等機構正在積極資助有助於追蹤恐怖分子和外國間諜活動的想法。這也為矽谷Start-Ups提供了許多機會，可以主動設計和創新現有的語音分析解決方案，以建立創新且有吸引力的解決方案。
  • 此外，在過去十年中，美國國防部門參與了許多研發計劃，例如 DARPA（國防高級研究計劃局），為國家情報機構和國防部隊提供高度先進的監視技術。投資十億美元。這些投資用於臨時建構系統並啟用該領域的語音分析系統。
  • 該地區用戶在連網型電視、個人電腦、平板電腦、汽車和穿戴式裝置等多個平台上使用語音控制的情況也有所增加。此外，該地區的企業通常會採用這些解決方案來改善客戶服務。美國最大的保險公司之一大都會人壽部署人工智慧系統主要是為了即興發揮並回應客戶的情感需求和要求。該系統是專門為讓公司員工在對話過程中追蹤和監控客戶情緒而構建的，從而提高客戶服務互動的品質。
  • 此次收購使我們能夠鞏固我們在市場上的業務。此外，臨床級語音分析領域的領導者 Aural Analytics, Inc. 於 2023 年 3 月宣布，美國食品藥物管理局(FDA) 已為其 Speech Vitals-ALS 技術授予突破性設備稱號。 Speech Vitals-ALS 是一款收集和分析語音記錄的軟體應用程式，可幫助神經科醫生在診所和家中監測患有肌萎縮側索硬化症 (ALS) 的成人。
  • 此外，CallMiner（人工智慧驅動的語音和客戶互動分析提供商）等公司在高盛的「後期成長股權」輪融資中籌集了總計約 7,500 萬美元的資金。 CallMiner 的目的是翻譯互動。該公司的客戶可以透過語音、電子郵件、聊天或文字訊息獲得見解和行動，使他們能夠在各種用例中即興發揮和轉變他們的業務。
  • 此外，CallCabine 等公司在其 atmos 語音分析平台內開發了兩個目標，以提供有關 COVID-19感染疾病及其對客戶互動影響的關鍵業務情報。優先發布語音應用程式。這些創新和交易預計將透過各種額外的好處和好處創造增強的客戶體驗，並吸引更多的消費者，這將對該國的市場成長產生積極影響。

語音分析產業概述

語音分析市場得到整合，因為只有少數重要的市場參與者佔據了大部分市場佔有率。我們可以看到，老牌企業正試圖在語音分析市場上佔據主導地位。這些公司正在利用各種策略合作舉措來增加市場佔有率和盈利。

  • 2023 年 2 月 - Nvidia 和 Airtel 宣布推出用於客服中心業務的語音分析解決方案。 Bharti Airtel 宣布推出基於人工智慧的解決方案，該解決方案將改善客服中心所有來電的客戶體驗。與 Nvidia 共同建構的語音分析系統旨在更好地幫助客服中心員工和客戶，同時降低運算成本。 Airtel 使用 Nvidia 的對話式 AI套件NvidiaNeMo 和多框架推理服務軟體 Triton Inference Server 來創建這個專門的語音應用程式。
  • 2022 年 6 月 - 臨床級語音分析領域的領導者 Aural Analytics, Inc. 與 Koneksa 合作開發數位生物標記物，以利用 Aural Analytics 的技術 Speech Vitals 進一步加強其平台和研究能力。宣佈建立合作夥伴關係。 Aural Analytics 和 Koneksa 最好的研究級技術經過最佳化，可在開發和商業藥物管道中進行大規模臨床試驗。這種整合旨在更輕鬆地將音訊指標涵蓋 Koneksa 的研究和數位生物標記開發工作中。

其他福利

  • Excel 格式的市場預測 (ME) 表
  • 3 個月分析師支持

目錄

第1章簡介

  • 研究假設和市場定義
  • 調查範圍

第2章調查方法

第3章執行摘要

第4章市場洞察

  • 市場概況
  • 產業吸引力－波特五力分析
    • 供應商的議價能力
    • 消費者議價能力
    • 新進入者的威脅
    • 競爭公司之間的敵對關係
    • 替代品的威脅
  • 技術簡介

第5章市場動態

  • 市場促進因素
    • 利用分析來提高客戶維繫和客戶滿意度
    • 電商平台增加
  • 市場限制因素
    • 實施成本高

第6章市場區隔

  • 部署
    • 本地
    • 一經請求
  • 組織規模
    • 中小企業
    • 主要企業
  • 最終用戶
    • BFSI
    • 通訊
    • 衛生保健
    • 零售
    • 政府機關
    • 旅遊/酒店業
    • 其他最終用戶
  • 地區
    • 北美洲
      • 美國
      • 加拿大
    • 歐洲
      • 英國
      • 德國
      • 法國
      • 歐洲其他地區
    • 亞太地區
      • 中國
      • 印度
      • 日本
      • 其他亞太地區
    • 拉丁美洲
    • 中東/非洲

第7章 競爭形勢

  • 公司簡介
    • Verint System Inc.
    • Nice Ltd.
    • Avaya Inc.
    • Micro Focus International PLC
    • Genesys Telecommunications Laboratories Inc.
    • Callminer Inc.
    • Raytheon BBN Technologies
    • Calabrio Inc.
    • VoiceBase Inc.（Liveperson Inc.）
    • OpenText Corp

第8章投資分析

第9章 市場的未來

簡介目錄
Product Code: 51190

The Speech Analytics Market size is estimated at USD 3.13 billion in 2024, and is expected to reach USD 6.47 billion by 2029, growing at a CAGR of 15.61% during the forecast period (2024-2029).

Speech Analytics - Market

Speech analytics solutions can convert call recordings to actionable data and then translate the data into valuable, effective insights across the enterprise. These solutions are primarily utilized to handle a broad range of customer interactions. Enterprises globally have incorporated speech analytics through a combination of internally recorded data and externally syndicated data to generate a cutting-edge solution to understand customer requirements and comprehensively reduce churn.

Key Highlights

  • Speech analytics provides actionable insights that boost corporate value and motivate data-driven decision-making to improve individual agent training methodologies. To improve customer satisfaction, it is critical to measure contact center efficiency. As a result, using speech analytics, users can uncover issues that may be trending across several calls but were not identified as a major concern at the time. Companies can use speech analytics tools to comprehend unexplained consumer behavior better and gain customer insights into intent and satisfaction level.
  • During the COVID-19 outbreak, the potential end-user industries were adopting cutting-edge technology-enabled speech analytics solutions, further boosting market growth. While call centers have long been a great frontier of workplace automation, the pandemic accelerated the overall process. Also, AI and machine learning have massively upscaled the speed at which companies may segment conversations into relevant categories through speech analytics to understand what's happening in a conversation.
  • One of the critical components of speech analytics solutions is transforming audio data into text. Text is much easier to share and search than audio to prove regulatory compliance, conduct an audit, or enable the discovery process in the event of litigation. The data is available for anyone who needs it in an easily found format within the organization. In January 2022, Meta AI released data2vec, a high-performance self-supervised algorithm that applies to multiple modalities, including separate applications onto speech, text, and images. It was identified to have outperformed industry-standard single-purpose algorithms for computer vision and speech.
  • Moreover, the market is witnessing efforts from vendors toward product innovation and various partnerships to provide businesses with better solutions. For example, Cogito has developed a real-time conversation-analysis tool based on behavioral science and deep learning. The company's AI listens to conversations for both content and tone. Cogito claims that it may detect mimicking, change in volume, pitch, etc., to gain real-time insight into how customers are exactly feeling and how all company calls are going. It also provides real-time suggestions to customer service representatives to improve the call and evaluate performance.
  • One of the first extensive tests of Cogito's system was done at the insurance company Humana during a six-month trial which involved a total of 200 agents' calls, thereby making use of the system resulted in a 28% improvement in net promoter scores, a 6% improvement in resolution of the issues, and fewer callers asking to speak to a manager. Cogito claims that its system reduces callbacks by 10% and increases customer satisfaction by 28%.
  • The rapid explosion of demand for speech-to-analysis software and platforms has heralded the growth of several startups in the field, including a few companies that recorded nearly 10x growth. For instance, SuccessKPI, a quality monitoring and speech analytics tools provider, recorded a 200% increase in demand for their platform due to the growing digitization of operations in North America and their expansion into Latin America, Europe, and Asia-Pacific. The growth invited a USD 33.0 million investment from Banneker Partners in January 2022 to enable the rapid expansion of customer success, product, partner, marketing, and sales teams globally.
  • However, the market studied is witnessing challenges in deploying voice-based communications. It is more challenging for a computer system to deal with voice interactions than chat on a purely technical level. Background noise, unusual speech patterns, different accents, and poor pronunciation make it hard for an AI to translate voices into text.

Speech Analytics Market Trends

Telecommunications Sector is Expected to Occupy Significant Market Share

  • Due to the huge volume of data generated by the introduction of the connected world idea, speech analytics has become increasingly popular in the telecom business. Initially, the recorded calls were assessed manually; however, as the number of calls has increased, so has the necessity for adequate and accurate assessment, resulting in speech analytics implementation.
  • Telecom service provider businesses widely use speech analytics technologies. As the business market expands, many advantages, including higher margins, decreased fraud, reduced risk, improved service, and enhanced customer happiness, are helping attract and keep more clients.
  • Organizations primarily use cloud-based communication analytics, which may identify high-value consumers and manage them appropriately throughout the customer life cycle to increase profits. This technology also assists in identifying potential dangers with real-time insights into customers. Most customer care interactions between customers and businesses are conducted over the phone, despite disruptive technology and the widespread usage of web and mobile tools.
  • The goal of telecommunication firms' call centers is to enable these calls and gather information about consumer trends and behavior that can be gleaned from them. As data processing has become increasingly crucial for spotting opportunities, contact centers use technology based on more significant amounts of data.
  • Various telecommunication companies are already using Speech Analytics solutions like Telefonica Brazil, the most vital telecommunication player in South America, which is taking complete advantage of Comdata's solution. The corporation uses IVR (interactive voice response) to manage an average of 40 million calls daily, with 9 million calls handled by humans. While those numbers are predicted to increase in the future, fewer human operators are anticipated to be employed in the following few years. Consequently, the problem is how to lower expenses while improving the quality of the client experience. Implementing a Speech Analytics solution is thus a crucial business solution.
  • As per ITU, the total number of mobile subscriptions is estimated to have exceeded eight billion for the first time in 2019, reaching 8.3 billion subscriptions. As of 2022, there were a reported 8.6 billion mobile phone subscriptions worldwide, up from 8.4 billion in 2021. The number of 5G mobile subscriptions worldwide is expected to exceed 4.3 billion by 2027, with over 1.7 billion subscriptions expected in North East Asia alone. This rise in the total number of mobile (cellular) subscriptions worldwide will boost market growth and create ample opportunities in the future.

North America is Expected to Hold Major Share

  • The United States' speech analytics market is driven by various factors, such as increased digital marketing spending, increased technological spending by government agencies, and an increasing focus on treating people with mental illness in the region. Moreover, agencies like the CIA actively fund ideas that might help track terrorists and foreign spy activity. This also opens many opportunities for Silicon Valley startups, actively designing and innovating existing speech analytics solutions to build innovative and attractive solutions.
  • Furthermore, the United States (US) defense sector invested billions of dollars in research and development projects like the DARPA (Defense Advanced Research Projects Agency) to provide the nation's intelligence agencies and defense forces with significantly advanced surveillance technologies over the last decade. Such investments are being done to improvise the system and enable the speech analytics system in the sector.
  • The region is also seeing increased usage of voice controls by users across multiple platforms like connected TVs, PCs, tablets, automobiles, and wearables. Moreover, enterprises in the region adopt these solutions usually to increase their customer service. One of the largest insurance organizations in the United States, MetLife, adopted an AI system primarily to improvise responses to its customers' emotional needs and requirements. The system was specifically built to help the company's staff members track and monitor customers' emotions during conversations, thereby fostering the quality of customer service interactions.
  • Acquisitions have allowed for the consolidation of operations in the marketplace. Moreover, in March 2023, Aural Analytics, Inc., a leader in clinical-grade speech analytics, announced that the US Food and Drug Administration (FDA) has designated its Speech Vitals - ALS technology as a Breakthrough Device. Speech Vitals - ALS is a software application that collects and analyzes speech recordings to help neurologists monitor adults with amyotrophic lateral sclerosis (ALS) in both clinic and home settings.
  • Furthermore, players such as CallMiner, a provider of artificial intelligence-enabled speech and customer interaction analytics, have raised a sum of around USD 75 million in a "late-stage, growth equity" round from Goldman Sachs CallMiner aims to translate the interactions that its customers have with their customers, whether they occur over voice, email, chat, or text into "insights" and "actions so they may improvise and change their business across many different use cases.
  • Furthermore, companies such as CallCabine prioritized the release of two targeted speech applications within their atmos voice analytics platform to deliver business-critical intelligence surrounding the COVID-19 pandemic and its impact on customer interactions. These innovations and deals are expected to create an enhanced customer experience with various added benefits and advantages, attracting more consumers, which is anticipated to impact the country's market growth positively.

Speech Analytics Industry Overview

The Speech Analytics Market is consolidated, as only a few significant market players occupy most of the market share. It is seen that well-established players are trying to obtain dominance in the speech analytics market. These companies leverage various strategic collaborative initiatives to increase their market share and profitability.

  • February 2023 - Nvidia and Airtel have announced the launch of a speech analytics solution for call center operations. Bharti Airtel has announced a solution based on artificial intelligence to improve the customer experience for all inbound calls to its contact center. The voice analytics system, which is built in conjunction with Nvidia, is designed to assist call center workers and customers better while lowering computer costs. Airtel used Nvidia's conversational AI toolkit NvidiaNeMo and a multi-framework inference serving software Triton Inference Server to create this specialized voice application.
  • June 2022 - Aural Analytics, Inc., a leader in clinical-grade speech analytics, announced a partnership with Koneksa in digital biomarker development to further strengthen its platform and research capabilities using Aural Analytics' technology, Speech Vitals. The premier research-grade technologies from Aural Analytics and Koneksa are optimized to enable clinical trials at scale throughout development and commercial pharma pipelines. This integration aims to make it simple to incorporate speech metrics into Koneksa research and digital biomarker development initiatives.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions & Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Consumers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Intensity of Competitive Rivalry
    • 4.2.5 Threat of Substitute Products
  • 4.3 Technology Snapshot

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Leveraging Analytics For Customer Retention And Offering Greater Customer Satisfaction
    • 5.1.2 Rising Number of E-commerce Platforms
  • 5.2 Market Restraints
    • 5.2.1 High Implementation Costs

6 MARKET SEGMENTATION

  • 6.1 Deployment
    • 6.1.1 On-Premise
    • 6.1.2 On-Demand
  • 6.2 Size of Organization
    • 6.2.1 Small and Medium Enterprises
    • 6.2.2 Large Enterprises
  • 6.3 End User
    • 6.3.1 BFSI
    • 6.3.2 Telecommunications
    • 6.3.3 Healthcare
    • 6.3.4 Retail
    • 6.3.5 Government
    • 6.3.6 Travel and Hospitality
    • 6.3.7 Other End Users
  • 6.4 Geography
    • 6.4.1 North America
      • 6.4.1.1 United States
      • 6.4.1.2 Canada
    • 6.4.2 Europe
      • 6.4.2.1 United Kingdom
      • 6.4.2.2 Germany
      • 6.4.2.3 France
      • 6.4.2.4 Rest of Europe
    • 6.4.3 Asia-Pacific
      • 6.4.3.1 China
      • 6.4.3.2 India
      • 6.4.3.3 Japan
      • 6.4.3.4 Rest of Asia-Pacific
    • 6.4.4 Latin America
    • 6.4.5 Middle East & Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Verint System Inc.
    • 7.1.2 Nice Ltd.
    • 7.1.3 Avaya Inc.
    • 7.1.4 Micro Focus International PLC
    • 7.1.5 Genesys Telecommunications Laboratories Inc.
    • 7.1.6 Callminer Inc.
    • 7.1.7 Raytheon BBN Technologies
    • 7.1.8 Calabrio Inc.
    • 7.1.9 VoiceBase Inc. (Liveperson Inc.)
    • 7.1.10 OpenText Corp

8 INVESTMENT ANALYSIS

9 FUTURE OF THE MARKET