What is the future development prospect of intelligent customer service?

Traditional customer service centers are mainly telephone call centers. Many large service companies are constantly expanding more cost-effective electronic channels, such as online customer service, text messages, instant messaging tools, smartphone applications, etc. The intelligent customer service robot system that takes the construction of domain knowledge base as its core work and interacts through text or voice can effectively integrate with multi-channel customer service centers, significantly reducing customer service costs while effectively reducing labor costs and enhancing customer service. User experience, thereby improving the quality of services and the brand image of corporate innovation.

1. The number of smart customer service companies established is gradually declining

With the improvement of artificial intelligence technology, the performance and service scope of smart customer service have grown rapidly, which has led to the rapid development of my country’s smart customer service industry. In 2016 The number of smart customer service companies established reached its peak in 2017. As competition in the industry intensifies and giants enter, the number of smart customer service companies established has gradually declined since 2017.

2. The market size of smart customer service will reach 50-80 billion yuan

Currently, there are about 5 million full-time customer service personnel in China, the market size of the customer service industry is about 400 billion yuan, and the smart customer service market will reach about 50 billion to 80 billion yuan.

3. Start-ups are mainly in the fields of e-commerce, finance, and education

Start-ups in the intelligent customer service industry mainly include Udesk, Zhito Technology, Yichuang, Xiaoduo, Xiaoneng Technology, etc. Enterprises, as can be seen from the table below, smart customer service start-ups are mainly concentrated in the fields of e-commerce, finance, and education.

4. The development of call centers lays a potential market foundation for intelligent customer service

As the demand fields and scale of demand for call centers continue to rise, and the new generation of technology has penetrated into all walks of life, it has changed all walks of life. In the case of domain service requirements. In order to adapt to the development of the new situation and meet the needs of diversified and modern call centers, call centers have begun to carry out intelligent transformation/new construction, with "intelligent robots", "cloud services", "omni-channels", "omni-media", "voiceprint" New technologies such as "identification" have begun to be integrated into call center systems, and the sixth and seventh generation call centers have officially entered the market application stage.

The development of intelligent call centers has caused major enterprises to increase their investment in call centers. Data show that in recent years, the investment scale of my country's call centers has been on a rapid upward trend. In 2010, it was only 59.4 billion yuan, and it rose to 218.5 billion yuan in 2018, an increase of more than twice, with a compound annual growth rate of 17.4%. The huge demand for call services has laid the foundation for the potential market for intelligent customer service.

The above data comes from the "China Call Center Industry Market Foresight and Investment Strategic Planning Analysis Report" by the Qianzhan Industry Research Institute.