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Key Factor Supporting Helpdesk Automation Market Development in 2025: Impact Of Increasing Workflow Automation On Helpdesk Automation Market
Helpdesk Automation
How Large Will the Helpdesk Automation Market Size By 2025?
The market size of helpdesk automation has seen a significant surge in recent times. This value is forecasted to escalate from $6.14 billion in 2024 to $8.14 billion in 2025, experiencing a compound annual growth rate (CAGR) of 32.6%. The substantial growth during the historical period is a result of mounting demand for effective customer service, increased reliance on cloud-based technologies, and the growing use of automation technologies like chatbots and virtual assistants. Contributions from endeavours like superior customer data management, analysis, and a drive to boost employee productivity through automation, have also been pivotal to this growth.
How Big Is the Helpdesk Automation Market Size Expected to Grow by 2029?
Expectations for the helpdesk automation market size indicate a substantial expansion in the coming years, with projections reaching $24.93 billion in 2029 and a compound annual growth rate (CAGR) of 32.3%. The predicted expansion during the forecast period is associated with the escalating demand for industrial automation within manufacturing sectors, an upswing in digital process automation across multiple industries, and businesses increasingly adopting cutting-edge technologies as part of their standard operations. Additionally, the emphasis on refining ticket management, minimizing human error, and creating quicker resolution times also contributes to this growth. Key trends for this period include the growing adoption of cutting-edge AI and machine learning technologies for bespoke customer support, amplified emphasis on improving customer data management and analytical capabilities, and a surge in the requirement for efficient, responsive customer support services.
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Which Key Market Drivers Powering Helpdesk Automation Market Expansion and Growth?
The growing trend of automating tasks in the workflow is predicted to boost the expansion of the helpdesk automation market. Workflow automation relates to the application of technology to mechanize tasks that are normally done manually and repetitively, thus making business processes more efficient. This surge in workflow automation is tied to the demand for enhanced effectiveness, cost reduction, improved productivity, and compliance assurance. Helpdesk automation aids in streamlining workflow automation by combining ticketing systems, automating the routing of tickets, providing options for self-service, using chatbots, and offering data analysis for optimizing processes. For example, a recent study in January 2022 by the Department for Digital, Culture, Media & Sport (DCMS) projected a significant growth in the use of AI technology from 15.1% in 2020 to 22.7% in 2025, with an additional 267,000 firms integrating AI into their systems. Furthermore, it's projected that by 2050, roughly 34.8% of companies, equating to approximately 1.3 million businesses, will adopt AI. Hence, the escalation in workflow automation is propelling the helpdesk automation market's progression.
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Which Fast-Growing Trends Are Poised to Disrupt the Helpdesk Automation Market?
Prominent players in the helpdesk automation market leverage advanced technologies like artificial intelligence (AI) to maximize their profit margins. AI represents machines mimicking human intelligence processes, which enables them to carry out tasks such as learning, reasoning, and decision making. For instance, in August 2023, Kognitos, a US-based software firm, introduced a generative AI automation platform. This platform lets corporate users perform a range of tasks pertaining to planning, cross-checking, operating, and preserving business process automation using natural language. Its main features comprise Self Service for All, allowing users to generate automation without any prior training, and Human Language Interpreter 2.0, which converts business processes in human language into code and syncs with productivity tools, enterprise resource planning (ERP), customer relationship management (CRM), and databases.
What Are the Emerging Segments in the Helpdesk Automation Market?
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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Who Are the Global Leaders 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
Which are the Top Profitable Regional Markets for the Helpdesk Automation Industry?
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.
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