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艾媒咨询|2021年中国智能客服满意度调查报告
2016年,人工智能进入商业化发展阶段,市场规模迅速增加。iiMedia Research(艾媒咨询)数据显示,截至2020年底,全球人工智能市场收入规模已经突破8920亿美元,预计2024年将超过3万亿美元。而在人工智能技术不断发展与客服行业转型升级等背景下,中国智能客服兴起也迎来了快速增长,未来智能客服有望成为行业实现新增长的突破点。
In 2016, "artificial intelligence" entered the stage of commercialization, and the market scale increased rapidly. According to data from iiMedia Research, as of the end of 2020, the global artificial intelligence market revenue has exceeded US$892 billion and is expected to exceed US$3 trillion in 2024. In the context of the continuous development of artificial intelligence technology and the transformation and upgrading of the customer service industry, the rise of intelligent customer service in China has also ushered in rapid growth. At the same time, in the adjustment phase of the development of China's customer service industry, smart customer service is expected to become a breakthrough point for the industry to achieve new growth in the future. -
艾媒报告|2020年中国手机APP隐私权限测评报告
本报告提及企业/品牌:淘宝,拼多多,QQ,微博,工行融e联,京东金融,携程旅行,高德地图,抖音,快手,新浪新闻,咪咕阅读,芒果TV,腾讯视频,虎牙直播
APP违规索权仍比较普遍,iiMedia Research(艾媒咨询)数据显示,97.0%的APP默认调用相机权限,35.0%的APP默认调用读取联系人权限。其中,移动社交类和短视频类APP调用联系人读取权限情况较为突出、移动理财读类APP调用拨打电话权限用情况较为严重。
中国手机网民隐私保护意识虽然有所提升,过半手机网民主动辨别APP权限调用,但在APP隐私条款方面较被动。艾媒咨询分析师认为,规范条例加快落地的同时,用户需重视手机隐私权限管理,及时维护个人隐私权益,运营者也须重视数据安全及用户隐私管理。
The illegal claims of app are still common. According to the data of iiMedia Research, 97.0% of APP calls camera permission by default, and 35.0% of APP calls read contact permission by default. Among them, the access of mobile social and short video app to call contacts is more prominent, and the access of mobile financial reading app to call calls is more serious.Although the awareness of privacy protection of mobile Internet users in China has been improved,more than half of the mobile Internet users take the initiative to identify app permission calls, they are relatively passive in terms of APP privacy terms. iiMedia Research analysts believe that, while speeding up the implementation of the regulations, users need to pay attention to the management of mobile phone privacy rights and interests, timely maintain personal privacy rights and interests, and operators also need to pay attention to data security and user privacy management. -
艾媒报告|2019中国骚扰电话市场状况与用户感知调查报告
本报告涉及企业/品牌包括:360手机卫士、中国移动、中国联通、电信、英特尔
骚扰电话问题常年困扰着大众日常生活。iiMedia Research(艾媒咨询)数据显示,2018年中国骚扰电话拨打量已超过了500亿次,两成网民接到的电话中超过一半是骚扰电话,而且每周都能接到骚扰电话的网民达到了85.4%。骚扰电话问题肆虐下,对于它的治理却几乎看不到成效。超过九成的网民表示对骚扰电话的治理情况感到不满意,甚至有43.1%的网民表示最近一年接到的骚扰电话比以往要更多。其实骚扰电话的拨打都需要接入到电信运营商,要对其进行治理是有办法的。但骚扰电话有牵涉到巨大利益链条,由销售电话和骚扰电话支撑起来的中国呼叫中心市场规模2018年就达到了190.2亿元。巨大利益关系下,超四成网民认为骚扰电话问题主要归责于电信运营商。
Telephone harassment has plagued people’s daily life for years. As the data of iiMedia Research showed, the number of harassment calls in China exceeded 50 billion in 2018. One fifth of netizens implied that more than half of the calls they received are harassment calls. While 85.4% of them received harassment calls every week. The problem of harassment calls is rampant, but the solution to the problem is almost ineffective. More than 90% of the netizens express dissatisfaction with the management of harassment calls, and 43.1% even implied that they had received more harassment calls in the past years than before. In fact, the harassment calls need access to telecom operators, and as the result there are ways to deal with it. But harassment calls business involves a huge chain of interests. The scale of China call center market, supported by the sales calls and harassment calls, reached 19.02 billion yuan in 2018. Under the enormous interest relationship, more than 40% of netizens believe that the problem of harassment calls is mainly attributed to the telecom operators. -
艾媒报告 | 2019中国携号转网新规用户心态与行动预判调研报告
本报告研究涉及企业/品牌/案例:中国电信、中国移动、中国联通、AT&T、France Telecom、OFTA、SoftBank
中国携号转网部署工作逐步推进,将会给三大运营商带来巨大的挑战。目前,用户对中国电信和中国移动的资费问题最为不满,对中国联通的网络信号及通话质量最不满意。iiMedia Research(艾媒咨询)调查显示,有50.8%的用户有强烈的意愿办理携号转网,其中学生和白领两类人群对携号转网认知程度和体验意愿较高,或将成为最主要的携号转网潜在用户群体。艾媒咨询分析师认为,携号转网政策的落地实施将对三大运营商造成局部洗牌,运营商应在自身优势的基础上优化用户服务。
The gradual promotion of China's Mobile Number Portability will bring huge challenges to the three major telecommunications carriers. At present, users are most dissatisfied with China Telecom and China Mobile's tariff issues, and are most dissatisfied with China Unicom's network signal and call quality. According to the iiMedia Research survey, 50.8% of users have a strong willingness to carry out the transfer of the number. Among them, students and white-collar workers have higher awareness and willingness to experience the number of users, whose will be the potential user groups during mobile number portability. iiMedia Research analysts believe that the implementation of the Mobile Number Portability policy will cause partial reshuffle of the three major telecommunications carriers, and they should optimize user services based on their own advantages. -
艾媒报告|2018中国在线教育行业白皮书
本报告研究涉及企业/品牌包括:掌门1对1、哒哒英语、VIPKID、SSAT、米乐教育、网易云课程、小猿搜题、一起小学学生、互动作业、纳米盒、尚德机构、精锐教育、21世纪教育、英语流利说、华图教育、沪江网校、卓越教育、新东方在线、作业盒子、宝宝玩英语、成长保、松鼠AI智适应教育、智慧树、作业帮、龙之门教育、极客晨星、妙小程、编程猫、VIPCODE编程、十六进制科技、啊哈编程星球、斑马编程、傲梦编程、WeCode、Pipacode、好前程、沪江网校、腾讯课堂、百度传课、新东方在线、海风教育、51Talk、学霸君、快对作业
iiMedia Research(艾媒咨询)数据显示,预计2020年中国在线教育用户规模将达2.96亿人。在线教育的突出优势在于灵活便捷、资源丰富,并且结合AI、VR、AR等技术满足用户多元化、个性化的需求,弥补了传统线下教育存在的不足和缺陷。84.9%的在线教育用户认可线上线下结合的教育模式。艾媒咨询分析师认为,人工智能技术的发展将推动个性化在线教育普及。
As the data of iiMedia Research showed,It is estimated that the scale of online education users in China will reach 296 million in 2020. The outstanding advantages of online education are flexible and convenient, rich in resources, and combined with AI, VR, AR and other technologies to meet the diversified and personalized needs of users, making up for the shortcomings and shortcomings of traditional offline education. 84.9% of online education users recognize the online and offline education model. In the future, the development and application of artificial intelligence technology will promote the popularization of personalized online education.
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