Service Delivery Automation Market Report 2025

This Service Delivery Automation report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market’s historic and forecast market growth by geography.

The service delivery automation market size has grown exponentially in recent years. It will grow from $9.27 billion in 2024 to $11.84 billion in 2025 at a compound annual growth rate (CAGR) of 27.7%. The growth in the historic period can be attributed to cost reduction and operational efficiency, growing complexity of it environments, need for faster service delivery, expansion of business process outsourcing (BPO), adoption of robotic process automation (RPA).

The service delivery automation market size is expected to see exponential growth in the next few years. It will grow to $32.31 billion in 2029 at a compound annual growth rate (CAGR) of 28.5%. The growth in the forecast period can be attributed to emphasis on end-to-end process automation, growth in cloud-based service delivery models, increased adoption of intelligent virtual agents, focus on customer experience and personalization. Major trends in the forecast period include hyper automation for comprehensive automation solutions, integration of machine learning for predictive service delivery, adoption of chatbots and virtual assistants, shift towards self-service and autonomous operations, collaboration between humans and automated systems in service delivery.

The anticipated increase in the utilization of automation solutions is poised to drive the growth of the service delivery automation market in the coming years. Automation empowers digitally enabled organizations to transform their service delivery and operations, leading to enhanced cost savings, accuracy, and scalability of productivity. The growing functional advantages of automation solutions for business process automation across diverse end-user industries, including technology and finance, are expected to fuel the expansion of the service delivery automation market. According to Imaginovation, a premium custom application development company in the United States, 67% of global companies adopted business process automation solutions in 2022, improving end-to-end visibility across different systems. Additionally, 24% of companies have initiated the implementation of low-code process automation systems, and 29% plan to adopt such software shortly. Consequently, the escalating use of automation solutions is a key driver for the growth of the service delivery automation market.

The increasing adoption of a digital workforce is anticipated to be a driving force behind the growth of the service delivery automation market. The digital workforce involves the collaboration of software robots with human workers to perform repetitive tasks using systematic processes, freeing up human workers for more valuable projects. A technology-powered workforce can adapt to new tasks and procedures, boosting accuracy and productivity while operating continuously. This approach enhances customer satisfaction, increases employee productivity, and expands business operations. According to The Future of Jobs Report 2023 by the World Economic Forum, 86% of firms plan to integrate digital platforms and applications into their operations within the next five years. Hence, the growing adoption of a digital workforce is poised to be a significant contributor to the growth of the service delivery automation market.

A notable trend in the service delivery automation market is the emphasis on product innovations. Major companies within the market are concentrating on the development of new and innovative solutions to fortify their market positions. For example, in April 2022, UiPath, a US-based software company, introduced a new Automation as a Service available on the Finastra cloud, a UK-based software company. This service, accessible to thousands of banks, credit unions, and financial institutions, enables rapid digitization, expansion of core services, and focused resource allocation toward customer-oriented services. By integrating the power of automation with the security and compliance of Finastra's cloud-based infrastructure, UiPath aims to offer an efficient solution for the banking industry.

Incorporating chatbots and virtual assistants to enhance capacity and service quality is a key focus for major companies operating in the service delivery automation market. Chatbots handle customer service interactions, while virtual assistants play a supportive role when strategically implemented in daily operations. For instance, in February 2023, Kore. ai, a US-based software company, announced the integration of its Experience Optimization (XO) Platform for conversational AI with the automation capabilities of Intelligent Virtual Assistant for Sunshine Conversations, a messaging platform from Zendesk Inc., a US-based software as a service company. This integration accelerates customer service processes by leveraging virtual assistants that automate up to 90% of front-line inquiries.

In March 2024, Zendesk, a US-based technology company, acquired Ultimate for an undisclosed amount. The purpose of Zendesk's acquisition is to bolster its AI capabilities, offering a more comprehensive customer experience (CX) solution that merges advanced AI agents with human support, allowing businesses to provide faster and more efficient customer service. Ultimate is a Germany-based service automation provider that focuses on customer support automation.

Major companies operating in the service delivery automation market include International Business Machines Corporation, Xerox Corporation, Blue Prism Group PLC, Automation Anywhere Inc., CA Technologies, Celaton Ltd, Exilant Technologies Pvt. Ltd, IPsoft Inc, Sutherland Global Services Inc, Arago Technology Ltd, Accenture Inc., UiPath SRL, Softomotive Solutions Ltd., Thoughtonomy Ltd., Kofax Inc., Neptune Intelligence Computer Engineering, Pegasystems Inc., Redwood Software Inc., WorkFusion Inc., EdgeVerve Systems Limited, HCL Technologies Limited, Kryon Systems Ltd., AutomationEdge, HelpSystems LLC, KPMG International Cooperative, Wipro Limited, Infosys Limited, Tata Consultancy Services Limited, Cognizant Technology Solutions Corporation, Capgemini SE.

North America was the largest region in the service delivery automation market in 2024. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the service delivery automation market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa. The countries covered in the service delivery automation market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Italy, Canada, Spain.

Service delivery automation encompasses a wide range of technologically assisted human tasks integrated into business or IT processes. It is employed to achieve multi-dimensional visibility into businesses and streamline service processes.

The main types of service delivery automation are IT process automation and business process automation. IT Process Automation is utilized to replace repetitive manual tasks, processes, and workflows with automated solutions. It involves automating IT services, support, and administration into workflows to eliminate the time and cost associated with manual management. The components of service delivery automation include software and services, catering to various user types such as large enterprises and small to medium enterprises. The application of service delivery automation spans across multiple industry verticals, including BFSI, healthcare, travel, hospitality and leisure, IT and telecom, manufacturing, transport and logistics, retail, and others.

The service delivery automation market research report is one of a series of new reports that provides service delivery automation market statistics, including service delivery automation industry global market size, regional shares, competitors with a service delivery automation market share, detailed service delivery automation market segments, market trends and opportunities, and any further data you may need to thrive in the service delivery automation industry. This anomaly detection market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.

The service delivery automation market includes revenues earned by entities by macro or scripted automation, robotic automation, artificial intelligence, and business process management. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

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