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.
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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
