Global demand for call center AI is expected to rise at a yearly growth rate of 13.5% to be valued at USD 6 Billion in 2032. By 2026, the market is likely to be valued at USD 3.6 Billion, supported by:
During the period ranging from 2020 to 2022, call center AI demand prospects have been spurred after the emergence of numerous innovative technologies. Progress in control compliance suite (CCSBot), omnichannel solutions, and quality assurance technology contribute to the growing adoption of call center AI.
Service providers present advanced call center solutions that deliver a constant customer experience across all channels to enhance customer engagement. AI in the call center is expected to offer a hyper-customized customer experience expected to fuel market growth.
Increasing penetration of social media platforms is likely to offer call center AI service providers immense lucrative prospects. Predictive call routing, interactive voice response (IVR), call analytics, emotional intelligence, and conversational AI are some of the sheering applications of AI in the call center software industry.
Increasing deployment of AI-based chatbots to interact with customers via social media platforms are likely to augment. As per the recently published report, demand for call center AI for the BFSI industry is expected to surge at over 13% CAGR.
| Data Points | Key Statistics |
|---|---|
| Call Center AI Market Size (2022) | USD 1.7 Billion |
| Call Center AI Market Estimated Value (2026) | USD 3.6 Billion |
| Call Center AI Market Projected Value (2032) | USD 6 Billion |
| Global Call Center AI Market Growth Rate (2022 to 2032) | 13.5% CAGR |
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The Asia Pacific is anticipated to yield significant growth opportunities, backed by a flourishing end-use industry like BFSI, healthcare, and the retail sector. By 2032-end, the Asia Pacific region is estimated to capture a Y-o-Y growth rate of 13%. Large investments in call center solutions by countries such as China, Japan, India, and the Philippines are fuelling market growth.
Likewise, India and the Philippines are anticipated to emerge as the favorite destinations for setting up a call center. Companies including GE, Bharti Telecom, British Airways, and financial giants such as American Express, ICICI, and HDFC have deployed their call centers in India for better customer support. Thus, Call Center AI manufacturers are seizing this opportunity to pave the way in the regional market.
Based on deployment type, the demand for on-premise Call Center AI will soar across the end-use industry, expected to register a CAGR of 13.5% until 2032. This segment accounted for more than 55% share in 2021. On-premises deployment of AI solutions and services permits enterprises and corporations to customize and implement AI models.
It enables companies to practice effective safety and security practices regarding consumer data, thus cultivating the system's security and offering a more secure ecosystem to deal with consumer data. On-premises call center AI solutions are deployed more widely by small and medium enterprises due to the ease of deployment and control offered by on-premises systems, thereby offering favorable growth opportunities for the industry.
Artificial Intelligence in call center's advantage is resolving customer problems. Predictive and analytical AI software can bring faster solutions and results by scanning customer complaints from databases faster than standard systems. This can save a sizable amount of time on behalf of both the customer and the company. Owing to these, the demand for call center AI is likely to upsurge over the years to come.
Automating procedures such as customer follow-up are some of the ways AI may affect sales of call center ai operations.
Demand for call centers AI is projected to be more efficient, perform better and be more predictive. AI may have an influence on call center operations by anticipating inquiries based on the customer's previous behaviors, ensuring good communication to handle queries quickly regardless of time or location, and automating procedures such as customer follow-up.
The demand for call center AI applications is still in its infancy. The development of new AI solutions that can aid in optimization, automation, and prediction might be a major driver in sales of call center AI acceptance and penetration.
Other significant factors influencing the growing demand for call center AI applications include the increasing use of AI by organizations in pursuit of enhanced customer support service offerings, the increasing role of social media for customer engagement, and the exponential growth of data through the Internet of Things (IoT), social media, while factors such as a lack of skilled labour and unsupervised learning are expected to hinder the market growth.
Principal Consultant
Factors such as the increased need for improved customer experience and response time, as well as greater data analysis capabilities, are influencing the worldwide call center AI market.
The demand for call center AI growth is being hampered by expensive installation and training costs, as well as privacy and security concerns. Furthermore, the market is influenced by enterprises' increased focus on AI technology and the increased penetration of social media platforms.
Nonetheless, each of these variables is expected to have a significant influence on worldwide sales of call center AI throughout the forecast period. In certain cases, responding to client inquiries in real-time might be challenging for a customer service representative, as customers may not understand the context of their inquiry. This has necessitated the development of better data analytics skills.
For example, with AI, prior customer interactions and chat data may be examined in seconds, and concise information about the client can be supplied to the executive. Because of its large in-house data scientists and analysts, Amazon, in partnership with its subsidiary Amazon Web Services, developed specific algorithms aimed at evaluating customer wants and offering accurate responses based on those needs.
As a result, the global sales of call center AI are growing due to the requirement for increased data analysis skills.
Sales of call centers AI transformed social media into a vital component of modern businesses. Every firm has been increasing its social media presence in order to reach out to its customers more easily. With internet access and high social media penetration rates, a number of developing nations are seeing population increase and rapid growth in the sales of call centers AI.
As a result, firms must modernize how they reach out to customers and respond to their problems on social media platforms, as conventional customer service approaches are no longer applicable in the digital age. Demand for call center AI is increasing as customers are increasingly using social media channels to communicate with businesses and discuss their experiences.
As a result, the rising desire among contact centers to incorporate social media platforms such as Facebook and Twitter in order to meet the organization's aim of effective customer service programs is likely to give lucrative chances for sales of call center AI expansion over the projection period.
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The call center ai market is divided into three categories: deployment mode, end-user industry, and region. The market is divided into two types of deployments: cloud and on-premise.
The market is divided into BFSI, retail & e-commerce, telecom, travel & hospitality, and others, according to the end-user industry. The scope of the study includes thorough information on the primary drivers and restraints driving the AI market in contact center applications.
The report also examines industry trends, such as enterprises' increased use of AI in the quest for better customer support service offerings and their implications for the market.
During the projection period, the solution segment by component is expected to develop at a strong CAGR of 13.1% by 2032 since services are critical to the operation of many AI-enabled products. These solutions guarantee a speedier and easier deployment, maximizing the return on investment for businesses.
These services ensure end-to-end computing platform deployment and answer pre-and post-deployment questions. To oversee the call center AI market, the majority of market providers provide technical support and consulting services.
| Region | CAGR |
|---|---|
| United States of America | 13.4% |
| United Kingdom | 12.6% |
| China | 13% |
| Japan | 12.5% |
| South Korea | 12.1% |
Owing to its quick technological advancements, North America is expected to have the greatest share of the call center AI market. In this area, the USA is the most advanced demand for call center AI technologies. Furthermore, the presence of multinational suppliers in the area, such as IBM, Google, Microsoft, and AWS, is critical for the application of conversational AI technology in contact centers.
The market vendors are expanding their solutions by the introduction of unique features, integration capabilities and enhancing the performance of the solutions to attract more and more customers. The companies are also focusing on making partnerships and collaborations to share the technical knowledge with other companies.
Recent Developments in the Call Center AI Market:
The call center ai market is expected to rise at a steady CAGR of 13.5% during the projected period.
The global call center AI market was valued at USD 1.3 Billion in 2021.
The global call center ai market is anticipated to be worth nearly USD 6 Billion by 2032.
North America is a leading region for the call center AI market.
Cloud is the leading segment by deployment is expected to expand at a strong CAGR of 13.4% by 2032.
1. Executive Summary | Call Center AI Market
1.1. Global Market Outlook
1.2. Summary of Statistics
1.3. Key Market Characteristics & Attributes
1.4. FMI Analysis and Recommendations
2. Market Overview
2.1. Market Coverage / Taxonomy
2.2. Market Definition / Scope / Limitations
3. Market Risks and Trends Assessment
3.1. Risk Assessment
3.1.1. COVID-19 Crisis and Impact on Call Center AI
3.1.2. COVID-19 Impact Benchmark with Previous Crisis
3.1.3. Impact on Market Value (US$ Million)
3.1.4. Assessment by Key Countries
3.1.5. Assessment by Key Market Segments
3.1.6. Action Points and Recommendation for Suppliers
3.2. Key Trends Impacting the Market
3.3. Formulation and Product Development Trends
4. Market Background
4.1. Management Market, by Key Countries
4.2. Management Market Opportunity Assessment (US$ Million)
4.2.1. Total Available Market
4.2.2. Serviceable Addressable Market
4.2.3. Serviceable Obtainable Market
4.3. Market Scenario Forecast
4.3.1. Demand in optimistic Scenario
4.3.2. Demand in Likely Scenario
4.3.3. Demand in Conservative Scenario
4.4. Investment Feasibility Analysis
4.4.1. Investment in Established Markets
4.4.1.1. In Short Term
4.4.1.2. In Long Term
4.4.2. Investment in Emerging Markets
4.4.2.1. In Short Term
4.4.2.2. In Long Term
4.5. Forecast Factors - Relevance & Impact
4.5.1. Top Companies Historical Growth
4.5.2. Growth in Automation, By Country
4.5.3. Management Adoption Rate, By Country
4.6. Market Dynamics
4.6.1. Market Driving Factors and Impact Assessment
4.6.2. Prominent Market Challenges and Impact Assessment
4.6.3. Management Market Opportunities
4.6.4. Prominent Trends in the Global Market & Their Impact Assessment
5. Key Success Factors
5.1. Providers’ Focus on Low Penetration High Growth Markets
5.2. Banking on with Segments High Incremental Opportunity
5.3. Peer Benchmarking
6. Global Market Demand Analysis 2015 to 2021 and Forecast, 2022 to 2032
6.1. Historical Market Analysis, 2015 to 2021
6.2. Current and Future Market Projections, 2022 to 2032
6.3. Y-o-Y Growth Trend Analysis
7. Global Market Value Analysis 2015 to 2021 and Forecast, 2022 to 2032
7.1. Historical Market Value (US$ Million) Analysis, 2015 to 2021
7.2. Current and Future Market Value (US$ Million) Projections, 2022 to 2032
7.2.1. Y-o-Y Growth Trend Analysis
7.2.2. Absolute $ Opportunity Analysis
8. Global Market Analysis 2015 to 2021 and Forecast 2022 to 2032, By Deployment Type
8.1. Introduction / Key Findings
8.2. Historical Market Size (US$ Million) Analysis By Deployment Type, 2015 to 2021
8.3. Current and Future Market Size (US$ Million) Analysis and Forecast By Deployment Type, 2022 to 2032
8.3.1. On-premises
8.3.2. Cloud
8.4. Market Attractiveness Analysis By Deployment Type
9. Global Market Analysis 2015 to 2021 and Forecast 2022 to 2032, By Vertical
9.1. Introduction / Key Findings
9.2. Historical Market Size (US$ Million) Analysis By Vertical, 2015 to 2021
9.3. Current and Future Market Size (US$ Million) Analysis and Forecast By Vertical, 2022 to 2032
9.3.1. BFSI
9.3.2. Media & Entertainment
9.3.3. Retail & eCommerce
9.3.4. Travel & Hospitality
9.3.5. Telecom
9.3.6. Healthcare
9.3.7. Others (Automotive, Government, Manufacturing, Education, and Energy & Utilities)
9.4. Market Attractiveness Analysis By Vertical
10. Global Market Analysis 2015 to 2021 and Forecast 2022 to 2032, By Component
10.1. Introduction / Key Findings
10.2. Historical Market Size (US$ Million) Analysis By Component, 2015 to 2021
10.3. Current and Future Market Size (US$ Million) Analysis and Forecast By Component, 2022 to 2032
10.3.1. Compute Platforms
10.3.2. Solutions
10.3.3. Services
10.3.3.1. Training & Consulting Services
10.3.3.2. System Integration & Deployment Services
10.3.3.3. Support & Maintenance Services
10.4. Market Attractiveness Analysis By Component
11. Global Market Analysis 2015 to 2021 and Forecast 2022 to 2032, By Region
11.1. Introduction
11.2. Historical Market Size (US$ Million) Analysis By Region, 2015 to 2021
11.3. Current Market Size (US$ Million) & Analysis and Forecast By Region, 2022 to 2032
11.3.1. North America
11.3.2. Latin America
11.3.3. Europe
11.3.4. Asia Pacific
11.3.5. Middle East and Africa (MEA)
11.4. Market Attractiveness Analysis By Region
12. North America Market Analysis 2015 to 2021 and Forecast 2022 to 2032
12.1. Introduction
12.2. Pricing Analysis
12.3. Historical Market Size (US$ Million) Trend Analysis By Market Taxonomy, 2015 to 2021
12.4. Market Size (US$ Million) & Forecast By Market Taxonomy, 2022 to 2032
12.4.1. By Country
12.4.1.1. United States of America
12.4.1.2. Canada
12.4.1.3. Rest of North America
12.4.2. By Deployment Type
12.4.3. By Component
12.4.4. By Vertical
12.5. Market Attractiveness Analysis
12.5.1. By Country
12.5.2. By Deployment Type
12.5.3. By Component
12.5.4. By Vertical
13. Latin America Market Analysis 2015 to 2021 and Forecast 2022 to 2032
13.1. Introduction
13.2. Pricing Analysis
13.3. Historical Market Size (US$ Million) Trend Analysis By Market Taxonomy, 2015 to 2021
13.4. Market Size (US$ Million) & Forecast By Market Taxonomy, 2022 to 2032
13.4.1. By Country
13.4.1.1. Brazil
13.4.1.2. Mexico
13.4.1.3. Rest of Latin America
13.4.2. By Deployment Type
13.4.3. By Component
13.4.4. By Vertical
13.5. Market Attractiveness Analysis
13.5.1. By Country
13.5.2. By Deployment Type
13.5.3. By Component
13.5.4. By Vertical
14. Europe Market Analysis 2015 to 2021 and Forecast 2022 to 2032
14.1. Introduction
14.2. Pricing Analysis
14.3. Historical Market Size (US$ Million) Trend Analysis By Market Taxonomy, 2015 to 2021
14.4. Market Size (US$ Million) & Forecast By Market Taxonomy, 2022 to 2032
14.4.1. By Country
14.4.1.1. Germany
14.4.1.2. France
14.4.1.3. United Kingdom
14.4.1.4. Italy
14.4.1.5. Benelux
14.4.1.6. Nordic Countries
14.4.1.7. Rest of Europe
14.4.2. By Deployment Type
14.4.3. By Component
14.4.4. By Vertical
14.5. Market Attractiveness Analysis
14.5.1. By Country
14.5.2. By Deployment Type
14.5.3. By Component
14.5.4. By Vertical
15. Asia Pacific Market Analysis 2015 to 2021 and Forecast 2022 to 2032
15.1. Introduction
15.2. Pricing Analysis
15.3. Historical Market Size (US$ Million) Trend Analysis By Market Taxonomy, 2015 to 2021
15.4. Market Size (US$ Million) & Forecast By Market Taxonomy, 2022 to 2032
15.4.1. By Country
15.4.1.1. China
15.4.1.2. Japan
15.4.1.3. South Korea
15.4.1.4. Rest of Asia Pacific
15.4.2. By Deployment Type
15.4.3. By Component
15.4.4. By Vertical
15.5. Market Attractiveness Analysis
15.5.1. By Country
15.5.2. By Deployment Type
15.5.3. By Component
15.5.4. By Vertical
16. Middle East and Africa Market Analysis 2015 to 2021 and Forecast 2022 to 2032
16.1. Introduction
16.2. Pricing Analysis
16.3. Historical Market Size (US$ Million) Trend Analysis By Market Taxonomy, 2015 to 2021
16.4. Market Size (US$ Million) & Forecast By Market Taxonomy, 2022 to 2032
16.4.1. By Country
16.4.1.1. GCC Countries
16.4.1.2. South Africa
16.4.1.3. Turkey
16.4.1.4. Rest of Middle East and Africa
16.4.2. By Deployment Type
16.4.3. By Component
16.4.4. By Vertical
16.5. Market Attractiveness Analysis
16.5.1. By Country
16.5.2. By Deployment Type
16.5.3. By Component
16.5.4. By Vertical
17. Key Countries Market Analysis 2015 to 2021 and Forecast 2022 to 2032
17.1. Introduction
17.1.1. Market Value Proportion Analysis, By Key Countries
17.1.2. Global Vs. Country Growth Comparison
17.2. US Market Analysis
17.2.1. Value Proportion Analysis by Market Taxonomy
17.2.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.2.2.1. By Deployment Type
17.2.2.2. By Component
17.2.2.3. By Vertical
17.3. Canada Market Analysis
17.3.1. Value Proportion Analysis by Market Taxonomy
17.3.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.3.2.1. By Deployment Type
17.3.2.2. By Component
17.3.2.3. By Vertical
17.4. Mexico Market Analysis
17.4.1. Value Proportion Analysis by Market Taxonomy
17.4.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.4.2.1. By Deployment Type
17.4.2.2. By Component
17.4.2.3. By Vertical
17.5. Brazil Market Analysis
17.5.1. Value Proportion Analysis by Market Taxonomy
17.5.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.5.2.1. By Deployment Type
17.5.2.2. By Component
17.5.2.3. By Vertical
17.6. Germany Market Analysis
17.6.1. Value Proportion Analysis by Market Taxonomy
17.6.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.6.2.1. By Deployment Type
17.6.2.2. By Component
17.6.2.3. By Vertical
17.7. France Market Analysis
17.7.1. Value Proportion Analysis by Market Taxonomy
17.7.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.7.2.1. By Deployment Type
17.7.2.2. By Component
17.7.2.3. By Vertical
17.8. Italy Market Analysis
17.8.1. Value Proportion Analysis by Market Taxonomy
17.8.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.8.2.1. By Deployment Type
17.8.2.2. By Component
17.8.2.3. By Vertical
17.9. BENELUX Market Analysis
17.9.1. Value Proportion Analysis by Market Taxonomy
17.9.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.9.2.1. By Deployment Type
17.9.2.2. By Component
17.9.2.3. By Vertical
17.10. UK Market Analysis
17.10.1. Value Proportion Analysis by Market Taxonomy
17.10.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.10.2.1. By Deployment Type
17.10.2.2. By Component
17.10.2.3. By Vertical
17.11. Nordic Countries Market Analysis
17.11.1. Value Proportion Analysis by Market Taxonomy
17.11.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.11.2.1. By Deployment Type
17.11.2.2. By Component
17.11.2.3. By Vertical
17.12. China Market Analysis
17.12.1. Value Proportion Analysis by Market Taxonomy
17.12.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.12.2.1. By Deployment Type
17.12.2.2. By Component
17.12.2.3. By Vertical
17.13. Japan Market Analysis
17.13.1. Value Proportion Analysis by Market Taxonomy
17.13.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.13.2.1. By Deployment Type
17.13.2.2. By Component
17.13.2.3. By Vertical
17.14. South Korea Market Analysis
17.14.1. Value Proportion Analysis by Market Taxonomy
17.14.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.14.2.1. By Deployment Type
17.14.2.2. By Component
17.14.2.3. By Vertical
17.15. GCC Countries Market Analysis
17.15.1. Value Proportion Analysis by Market Taxonomy
17.15.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.15.2.1. By Deployment Type
17.15.2.2. By Component
17.15.2.3. By Vertical
17.16. South Africa Market Analysis
17.16.1. Value Proportion Analysis by Market Taxonomy
17.16.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.16.2.1. By Deployment Type
17.16.2.2. By Component
17.16.2.3. By Vertical
17.17. Turkey Market Analysis
17.17.1. Value Proportion Analysis by Market Taxonomy
17.17.2. Value & Analysis and Forecast by Market Taxonomy, 2015 to 2032
17.17.2.1. By Deployment Type
17.17.2.2. By Component
17.17.2.3. By Vertical
17.17.3. Competition Landscape and Player Concentration in the Country
18. Market Structure Analysis
18.1. Market Analysis by Tier of Companies
18.2. Market Concentration
18.3. Market Share Analysis of Top Players
18.4. Market Presence Analysis
18.4.1. By Regional footprint of Players
18.4.2. Product footprint by Players
19. Competition Analysis
19.1. Competition Dashboard
19.2. Competition Benchmarking
19.3. Competition Deep Dive
19.3.1. IBM
19.3.1.1. Overview
19.3.1.2. Product Portfolio
19.3.1.3. Sales Footprint
19.3.1.4. Strategy Overview
19.3.2. Google
19.3.3. Microsoft
19.3.4. Oracle
19.3.5. SAP
19.3.6. AWS
19.3.7. Nuance Communications
19.3.8. Avaya
19.3.9. Haptik
19.3.10. Artificial Solutions
20. Assumptions and Acronyms Used
21. Research Methodology
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Call Center AI Market
