The global emotion analytics market size to grow from USD 2.2 billion in 2019 to USD 4.6 billion by 2024, at a Compound Annual Growth Rate (CAGR) of 15.8% during 2019–2024. Need for higher customer satisfaction, rising significance for real-time emotion analytics, adherence to regulatory and compliance standards, and increasing need of emotion analytics software and services to cater to the growing Business Process Outsourcing (BPO) sector are the major factors driving the emotion analytics market.
In terms of geographic coverage, the global emotion analytics market has been segmented into 5 major regions, namely, North America, Asia Pacific (APAC), Europe, Middle East and Africa (MEA), and Latin America. APAC is expected to record the highest growth rate during the forecast period, as the region comprises developed and emerging economies, such as Japan, Australia, China, and India. APAC is expected to experience the highest growth during the forecast period. The growth is expected to be driven by factors, such as increasing demand to create more personalized user experiences and improve sales performance and growing adoption of wearable technologies.
The video analytics segment is projected to grow at the highest CAGR during the forecast period. The growth is due to the rising rate of crimes and threats worldwide; hence, the adoption of video analytics has become an important task for every business. Businesses of all kinds are using video analytics software to ensure the safety of their employees and surrounding premises. Owing to the rising rate of crimes and threats worldwide, the adoption of video analytics has become an important task for every business. Video analytics is being used to enhance the security, improve the operational efficiency, offer access control, and provide actionable insights for crime investigations. It is used to extract useful and meaningful information from digital video content. It is mainly utilized for motion detection, facial recognition, sending alerts, people counting, license plate reading, and continuous analysis.
The customer experience management segment is projected to grow at a higher CAGR during the forecast period. Emotion analytics provides enhanced customer experience management to companies, for which it analyzes the target customers, and creates and delivers personalized experiences to them, thereby enticing the customers to remain loyal to them. Emotion analytics extracts insights from all customer touchpoints and channels across the entire organization that includes calls, texts, video, facial, emails, chats, and social media platforms. Emotion analytics solutions use historical data and real-time information to identify the patterns and trends of customers, enabling the agent to tailor their words accordingly over the call. The historical data and real-time information help companies in generating offers for the retention of customers, thereby reducing escalations and the termination of services.