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Industry Landscape
The customer support automation industry is experiencing rapid growth, driven by advancements in AI and the increasing demand for efficient, 24/7, and multilingual customer interactions. Businesses are adopting these solutions to reduce operational costs, enhance customer experience, and scale support operations. The focus is on integrating AI with human agents and providing seamless omnichannel experiences.
Total Assets Under Management (AUM)
Customer Service Software Market Size in United States
~$7.6 billion (2023)
(18.3% CAGR)
- Driven by increasing demand for enhanced CX.
- AI and automation are key growth drivers.
- Shift towards cloud-based solutions.
Total Addressable Market
17.5 billion USD
Market Growth Stage
Pace of Market Growth
Emerging Technologies
Generative AI for Personalized CX
Utilizing advanced generative AI models to create highly personalized and context-aware responses, proactively anticipating customer needs and offering tailored solutions.
Emotion AI & Sentiment Analysis
Integrating AI capable of detecting and interpreting human emotions and sentiment from text and voice interactions to enable more empathetic and effective customer support.
AI Ethics & Explainable AI (XAI)
Developing and implementing AI systems that are transparent, fair, and accountable, providing clear explanations for their decisions and actions in customer interactions.
Impactful Policy Frameworks
AI Bill of Rights (2022)
The White House Office of Science and Technology Policy released the 'Blueprint for an AI Bill of Rights' in October 2022, outlining five principles for the design, use, and deployment of automated systems to protect the American public in the age of artificial intelligence.
This non-binding blueprint encourages responsible AI development, pushing companies like Hoory AI to prioritize safety, privacy, and fairness in their AI models.
National AI Initiative Act of 2020
The National AI Initiative Act of 2020 (part of the National Defense Authorization Act for Fiscal Year 2021) establishes a coordinated program across the federal government to accelerate AI research and development for the economic and national security of the United States.
This act boosts federal investment and coordination in AI, potentially creating more opportunities for public-private partnerships and setting standards that influence AI product development and adoption.
California Consumer Privacy Act (CCPA) and CPRA (2018/2020)
The CCPA, effective January 1, 2020, and expanded by the California Privacy Rights Act (CPRA) in 2023, grants California consumers extensive rights regarding their personal information, including the right to know, delete, and opt-out of the sale or sharing of their data.
Hoory AI must ensure robust data privacy and security measures, transparent data handling practices, and provide tools for users to manage their data in compliance with these strict regulations.
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