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Helpdesk Automation Market Forecast 2025-2034: Analysing Major Trends, Opportunities, and Growth Drivers
Helpdesk Automation Market
The growth of the helpdesk automation market is anticipated to be driven by the rising trend of workflow automation. This pertains to the utilization of technology to automate mundane, repetitive tasks and simplify business procedures. The surge in workflow automation stems from the necessity to enhance efficiency, cut costs, boost productivity, and maintain compliance. The implementation of helpdesk automation is instrumental in facilitating workflow automation by merging ticketing systems, automating ticket routeing, offering self-serving alternatives, making use of chatbots, and providing data analysis for the refinement of processes. For instance, a study conducted by the Department for Digital, Culture, Media & Sport (DCMS) in January 2022 indicates a significant projected increase in the adoption of AI technology from 15.1% in 2020 to 22.7% in 2025, resulting in an additional 267,000 businesses incorporating AI into their operations. Furthermore, it's estimated that by 2050, around 34.8% of businesses, equivalent to about 1.3 million firms, will have integrated AI technology. Thus, the surge in workflow automation is fueling the expansion of the helpdesk automation market.
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What growth opportunities are expected to drive the helpdesk automation market's CAGR through 2034?
The market size of helpdesk automation has seen a significant upward trajectory in the past few years. It is projected to expand from a value of $6.14 billion in 2024 to $8.14 billion in 2025, demonstrating a sizable compound annual growth rate (CAGR) of 32.6%. This historical growth is believed to be driven by various factors, including the mounting demand for effective client support services, the accelerating adoption of services based in the cloud, the proliferation of automated technologies such as chatbots and virtual assistants, the need for superior customer data management and examination, as well as the emphasis on augmenting staff productivity via automation.
Expectations are high for notable expansion in the helpdesk automation market size in the years ahead, with a projected growth to $24.93 billion by 2029, at a compound annual growth rate (CAGR) of 32.3%. The predicted growth in the forecast period can be tied to an increase in industrial automation demand within manufacturing sectors, a rise in digital process automation in various industries, the implementation of advanced technologies as a standard business practice, and an emphasis on better ticket management and minimization of human error. The need for faster resolution times is another major contributing factor. Key trends during the forecast period include the increasing adoption of AI and machine learning technologies for personalizing customer support, a heightened focus on improving customer data management and analysis, and a surging demand for effective and efficient customer support services.
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What are the emerging trends shaping the future of the helpdesk automation market?
Leading enterprises that dominate the helpdesk automation market are leveraging advanced technologies like artificial intelligence (AI) to boost their revenue. AI entails machines duplicating human cognitive functions, thereby enabling them to carry out activities such as learning, reasoning, and decision-making. As an illustration, Kognitos, a software organization based in the US, rolled out a generative AI automation platform in August 2023. This platform permits business personnel to perform several tasks linked to planning, verification, operation, and preservation of business process automation using natural language. Its notable characteristics encompass Self Service for All, facilitating users to develop automation without needing any previous training, and Human Language Interpreter 2.0, decoding business processes expressed in human language into code, while also integrating with efficiency tools, enterprise resource planning (ERP), customer relationship management (CRM), and databases.
Which growth-oriented segments of the helpdesk automation market are leading the industry's development?
The helpdesk automation market covered in this report is segmented -
1) By Type: Web Help Desk, On-Premise Help Desk, Enterprise Help Desk, Open Source Help Desk
2) By Solution: Ticket Sortation, Ticket Scheduling, Alert Management
3) By Organization Size: Large Enterprises, Small And Medium Enterprises
4) By Vertical: Information Technology and Telecom, Banking Financial Services And Insurance (BFSI), Government, Education, Healthcare, Manufacturing, Automotive, Retail, Other Verticals
Subsegments:
1) By Web Help Desk: Cloud-Based Help Desk, SaaS-Based Help Desk
2) By On-Premise Help Desk: On-Premise Software Solutions, On-Premise Hardware Solutions
3) By Enterprise Help Desk: IT Help Desk Solutions, HR Help Desk Solutions, Customer Support Help Desk Solutions, Multi-Department Help Desk Solutions
4) By Open Source Help Desk: Open Source Software (Self-Hosted), Open Source SaaS Solutions
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What regions are leading the charge in the helpdesk automation market?
North America was the largest region in the helpdesk automation market in 2024. The regions covered in the helpdesk automation market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.
What companies are at the forefront of innovation in the helpdesk automation market?
Major companies operating in the helpdesk automation market are NTRglobal S.L., Broadcom Inc., Salesforce Inc., ServiceNow Inc., Atlassian Pty Ltd., BMC Software Inc., Zendesk Inc., SolarWinds Worldwide LLC, TeamViewer AG, Ivanti Inc., Freshworks Inc., ConnectWise LLC, Kaseya Limited, Sunrise Software Limited, Spiceworks LLC, Resolve Systems LLC, IFS Capital Limited, Kayako Ltd., SunView Software Inc., NetIQ Corporation, Groove Networks LLC, Vision Helpdesk, HappyFox Inc., Tenfold, Deskero Srl
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What Is Covered In The Helpdesk Automation Global Market Report?
•Market Size Forecast: Examine the helpdesk automation market size across key regions, countries, product categories, and applications.
•Segmentation Insights: Identify and classify subsegments within the helpdesk automation market for a structured understanding.
•Key Players Overview: Analyze major players in the helpdesk automation market, including their market value, share, and competitive positioning.
•Growth Trends Exploration: Assess individual growth patterns and future opportunities in the helpdesk automation market.
•Segment Contributions: Evaluate how different segments drive overall growth in the helpdesk automation market.
•Growth Factors: Highlight key drivers and opportunities influencing the expansion of the helpdesk automation market.
•Industry Challenges: Identify potential risks and obstacles affecting the helpdesk automation market.
•Competitive Landscape: Review strategic developments in the helpdesk automation market, including expansions, agreements, and new product launches.
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