Helpdesk Automation Market Size, Share, Growth, And Industry Analysis By Type (Incident Management Systems, Self-service Password Reset, Knowledge Base, Incident Management Portal, Automated Diagnostics) By Application (IT and Telecom, BFSI, Government and Education, Healthcare, Manufacturing and Automotive, Retail, Others), Regional Insights, and Forecast To 2031

Updated On: 22 April 2024

Helpdesk Automation Market Report Overview

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The global Helpdesk Automation market size was USD 2636 million in 2021 and market is projected to touch USD 28293 million by 2031, at CAGR of 26.4% during the forecast period. 

The COVID-19 pandemic has been unprecedented and staggering, with the Helpdesk Automation market experiencing higher/lower-than-anticipated demand across all regions compared to pre-pandemic levels. The sudden rise in CAGR is attributable to the market’s growth and demand returning to pre-pandemic levels.

The use of technology-driven solutions to optimise and expedite support procedures is known as helpdesk automation. It makes use of a variety of tools, including chatbots, knowledge bases, and ticketing systems, to offer clients prompt service. Response times are drastically decreased and the entire customer experience is improved by automating repetitive operations and including self-service alternatives. Increased productivity, improved ticket management, and decreased human error are benefits of helpdesk automation. Helpdesk automation enables quicker resolution times, 24/7 accessibility, and the capacity to manage several interactions at once as compared to conventional human operations. Since it can manage enormous amounts of enquiries and deliver consistent and correct replies, it finds uses throughout sectors, including IT support, customer service, and e-commerce. There are several sorts of helpdesk automation available right now, ranging from straightforward ticketing systems to sophisticated AI-powered chatbots.

During the projection period, it is predicted that the rising usage of edge computing and automation solutions based on artificial intelligence would fuel market expansion. Due to the spike in demand for industrial automation in the manufacturing sectors, the market share for automation and controls is anticipated to expand significantly over the projected period. Government rules that favour industrial automation have also fueled the market's expansion. Digital process automation will become more necessary throughout the predicted period. Digital process automation has the potential to be extremely cost-effective. It is projected that using modern technologies would become standard practise across many businesses. These variables will cause a significant growth in the market value of digital process automation.

COVID-19 Impact: COVID-19 pandemic has disrupted the manufacturing and supply chain hence hindered market growth

Globally, the manufacturing and industrial sectors have been seriously disrupted by the COVID-19 pandemic in 2020. However, during the past several years, the adoption of industry 4.0 has grown dramatically, and COVID-19 has greatly accelerated the spread of industry automation across the industrial sector. Additionally, the enormous shifts in consumer behavior brought on by COVID-10 will eventually fuel the expansion of automation and virtualization. The automation and controls market is also predicted to be driven post-pandemic by the surge in the use of digital solutions such as real-time monitoring and decision-making solutions across various sectors. Because to the lockdown, COVID-19 arms, and closure of production facilities brought on by the pandemic, there is a decreased need for marketing automation products. Automation and digitalization, however, are now required for all businesses. Therefore, a variety of business sectors need marketing automation tools to analyses crucial consumer data, drive insights for improving customer online shopping experiences, safety, and personalized and virtual shopping experiences, and develop efficient marketing strategies to increase sales during crucial periods. The lockdown, which was in effect in many countries of the world along with workforce restrictions, had a negative impact on the supply chain. As a result, businesses are adjusting to the new normal by implementing work-from-home policies and rotating shifts, which are anticipated to have a favorable effect on the adoption of new marketing technologies in the near future.

Latest Trends

"Intelligent automation's ability to operate simply will enable businesses to offer better services"

Automation is quickly moving to the top of the list of most important technologies in the customer care and engagement ecosystem. This objective, which was necessitated by the COVID-19 epidemic, which forced enterprises to embrace new tactics for boosting output and efficiency, is greatly aided by automation. Automating monotonous tasks and even managing them without the help of human employees is easier for firms. An IT service desk system may automatically send reminders or notifications to staff members when they need to follow up on a customer problem, for example. The same technology may also gather information on the most common employee and customer issues so that company management can give better FAQ support and self-service capabilities in the future. The desire for effective and simplified customer support services has significantly increased the market for helpdesk automation on a worldwide scale. Leading market players are responding to this by incorporating cutting-edge technologies like machine learning (ML) and artificial intelligence (AI) to create interactive conversational platforms that can directly meet customer needs, help with predictive analytics, and enhance workflow. In turn, this is hastening market expansion. Additionally, the requirement for automated ticketing, routing, and self-service capabilities has increased as a result of the growing amount of consumer enquiries across different channels, which is producing a good outlook for the industry. Additionally, organizations have been forced to invest in automation solutions that optimize resource allocation and enhance reaction times, which are driving market expansion, due to the rising requirement for cost reduction and operational efficiency.

Helpdesk Automation Market Segmentation

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• By Type Analysis

According to type, the market can be segmented into incident management systems, self-service password reset, knowledge base, incident management portal, automated diagnostics. Incident management systems are anticipated to be the leading segment.

• By Application Analysis

Based on application, the market can be divided into IT and Telecom, BFSI, government and education, healthcare, manufacturing and automotive, retail, others. IT and telecom will be the dominating segment.

Driving Factors

"Rising use of artificial intelligence and machine learning will fuel market expansion"

Demand for chatbots powered by AI and for customer support services utilizing AI are two significant aspects that have an influence on the growth of the worldwide automation and controls business. On the other hand, throughout the projection period, it is anticipated that a rise in omnichannel method deployment together with a rise in client involvement through social media platforms would present a potential growth opportunity for the automation and controls market. Increasing demand for business process optimization globally, rising use of artificial intelligence (AI) and machine learning (ML) across various industries, rising significant growth in the information technology (IT) and e-commerce industries, and rising integration with the internet of things (IoT) and cloud-based technologies are other important factors driving market growth. Moreover, over the time frame of the projection, the market for web help desk automation will see an increase in significant research and development (R&D) efforts, technical breakthroughs, and modernization in software.

"BPM (Business Process Management) adoption will fuel market expansion"

Business process management, often known as BPM, is evolving in a significant way because to digital process automation, or DPA. This increase in DPA is the result of many enterprises' growing need to automate their procedures as part of significant digital transformation projects. Businesses from a variety of verticals are always looking for new markets or industries to enter in order to cut their overall operating expenses. They have raised their investment in using digitalization to manage their business operations, which is anticipated to fuel the expansion of the DPA market. Business process management solutions are in high demand globally, and this is because there is a clear correlation between the requirement for business process management and the need for process automation in many sectors. These elements support organisations and enterprises in concentrating on the business process management sector since their core expertise leads to overall organisational growth.

Restraining Factors

"Moving from Conventional Methods of Integrations to Cloud-Based Solutions Causes Major Issues to market growth"

Integration, the act of connecting two or more IT systems, is one of the largest problems that organizations face. The lack of standardized processes and integration issues for different IT systems and their communication protocols are two of the major issues firms face when transferring information. Over the past few years, businesses have grown through joint ventures, mergers, and acquisitions as well as through the purchase of complex and heterogeneous IT environment components. For many businesses, switching to the cloud in such a scenario presents significant challenges. Businesses struggle to find the best cloud IT solutions and ways to successfully integrate them while still taking into account their current IT infrastructure. As more companies move their operations to the cloud, they face the overhead-expensive challenge of integrating cloud IT services into their complex heterogeneous environments. This aspect further inhibits the expansion of the IT service desk industry throughout the predicted time period. The lack of awareness regarding conversational AI-powered solutions, however, is a major hurdle to early adoption and is limiting the market's expansion.

Helpdesk Automation Market Regional Insights

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"North America is the world's leading market for IT service software, as evidenced by the expansion of its operations by IT companies"

The existence of technologically advanced countries that embraced cloud computing and sophisticated technologies early is a crucial element in deciding supremacy. Another element influencing development in North America is the presence of large retail and IT corporations that are also expanding abroad. The majority of these elements—increasing urbanization and industrialization, increased disposable income among consumers, and rising demand from a variety of end-use industries—are to blame for this rise. These elements encourage the area to dominate the market share for IT service desks throughout the expected timeframe. With the use of cutting-edge technology, the Asia-Pacific area is expected to develop rapidly, improving opportunities for service providers. Improved company performance and lower operating expenses are the primary drivers behind the area's increased adoption of IT desk solutions.

Key Industry Players

"Key Players Focus on Partnerships to Gain a Competitive Advantage "

Prominent market players are making collaborative efforts by partnering with other companies to stay ahead of the competition. Many companies are also investing in new product launches to expand their product portfolio. Mergers and acquisitions are also among the key strategies used by players to expand their product portfolios.

List of Market Players Profiled

• BMC Software (U.S.)
• Broadcom (U.S.)
• HP Enterprise Services (U.S.)
• ServiceNow (U.S.)
• Atlassian (Australia)
• Axios Systems (U.K.)
• Cherwell Software (U.S.)
• Freshdesk (U.S.)
• Happyfox (U.S.)
• Kayako (U.K.)
• NTR Global (U.S.)
• Resolve Systems (U.S.)
• Sunrise Software (India)
• SunView Software (U.S.)
• Vision Helpdesk (India)
• Vorex (U.S.)

Report Coverage

This research profiles a report with extensive studies that take into description the firms that exist in the market affecting the forecasting period. With detailed studies done, it also offers a comprehensive analysis by inspecting the factors like segmentation, opportunities, industrial developments, trends, growth, size, share, and restraints. This analysis is subject to alteration if the key players and probable analysis of market dynamics change.