Status : Published Published On : Jan, 2023 Report Code : VRICT5137 Industry : ICT & Media Available Format : Page : 126
2025
2030

Global Call Center AI Market – Analysis and Forecast (2025-2030)

Industry Insights by Component (Solutions [Chatbot, Intelligent Virtual Assistant (IVA), Intelligent Interactive Voice Response (IVR) system], Services [Professional, Managed]), by Deployment (On-Premises, Cloud), by Vertical (BFSI, Retail and E-Commerce, Healthcare, Telecom, Media & Entertainment, Energy & Utilities, Oil & Gas, Government, Others), by Technology (Natural Language Processing, Machine Learning, Automatic Speech Recognition, Computer Vision, Video Recognition, Others), by Channel (Phone, Social Media, Chat, Email or Text and Website)

Industry Overview

The Global Call Center AI Market is projected to reach from USD 1.9 Billion in 2023 to USD 4.8 billion by 2030, registering a CAGR of 23.9% during the forecast period. Increasing customer engagement via social media platforms and growing data generation through the Internet of Things (IoT), social media, increase in demand for value-added customer support services in call centers, and advancements in imaging technologies, propelling the growth of the market.

Call Center AI Market Highlights

Market Segmentation

Insight by Component

On the basis of components, the global call center AI market is categorized into solutions and services, wherein the solutions category held a larger share of the market in 2023.

Further, the solutions category is sub-segmented into the chatbot, intelligent virtual assistant (IVA), and intelligent interactive voice response (IVR) system. Of all, the chatbot category held the largest share in the market as well. The growth of this segment is attributed to the growing demand for chatbots in various industries such as telecom, media & entertainment, BFSI, retail & e-commerce, and telecom.

The service category is further sub-segmented into professional and managed.

Insight by Vertical

Based on vertical, The Call Center AI Market is segmented into BFSI, retail and e-commerce, healthcare, telecom, media & entertainment, energy & utilities, oil & gas, government, and others. Among these segments, the BFSI category is expected to witness the fastest growth during the forecast period. The increasing demand for omnichannel experience for customers, enhanced customer satisfaction, and a decrease in training costs of banks and financial institutions are some of the factors responsible for the growth of this segment.

Insight by Technology

On technology basis, the Call Center AI Market is segregated into natural language processing, machine learning, automatic speech recognition, computer vision, video recognition, and others. The automatic speech recognition (ASR) category held the largest share of the call center AI market. The automatic speech recognition helps in creating a more accurate customer database, which in turn, helps companies in forecasting customer behavior and achieving high customer satisfaction which is the major growth driving factor.

Insight by Deployment

On the basis of deployment, The Global Call Center AI Market is further bifurcated into on-premises and cloud. The on-premises segment dominated the market as it allows enterprises and corporations to customize and implement AI models. The on-premises deployment also enables companies to ensure efficient safety and security practices regarding consumer data to improve the system's security and offer a more secure ecosystem to deal with it. On-premises call center AI solutions are deployed more extensively by small and medium enterprises, owing to ease in deployment and control offered by on-premises systems.

Insight by Channel Type

Based on channel, The Global Call Center AI Market is classified into phone, social media, chat, email or text and website. The phone segment dominated the market as AI tools, such as emotional intelligence, recommend customer service representatives during a call. Robust interactive voice response technology delivers the ability to handle multiple call center locations. Call center technology providers could integrate sentiment analysis to understand a consumer's requirements, suggesting relevant suggestions to customers.

Global Call Center AI Market Report Coverage

Report Metric

Details

Historical Period

2018 - 2023

Base Year Considered

2024

Forecast Period

2025 - 2030

Market Size in 2023

U.S.D.  1.9 Billion

Revenue Forecast in 2030

U.S.D.  4.8 Billion

Growth Rate

23.9%

Segments Covered in the Report

By Component, By Deployment, By Vertical, By Technology, By Channel Type

Report Scope

Market Trends, Drivers, and Restraints; Revenue Estimation and Forecast; Segmentation Analysis; Impact of COVID-19; Companies’ Strategic Developments; Market Share Analysis of Key Players; Company Profiling

Regions Covered in the Report

North America, Europe, Asia-Pacific, Middle East, and Rest of the World

Industry Dynamics

Growth Drivers

The global call center AI market has been driven by several key factors, predominantly the increasing number of call centers, rising focus on customer satisfaction, increase in demand for value-added customer support services in call centers, advancements in imaging technologies, and increasing adoption of AI solutions in various industries such as retail, BFSI, healthcare, and telecom for their call center related services.

Virtual agents: AI-powered virtual agents or chatbots can handle customer inquiries and provide assistance without human intervention. They can handle routine and repetitive tasks, freeing up human agents to focus on more complex issues.

Speech analytics: AI can analyze and interpret customer interactions, including phone calls and chat conversations, to extract valuable insights. This can help call centers to monitor agent performance, identify trends, and improve overall customer satisfaction.

Personalization: AI can analyze customer data to personalize interactions and provide tailored recommendations. This enables call centers to offer more personalized experiences, leading to increased customer satisfaction and loyalty.

Predictive analytics: AI algorithms can analyze historical data to predict customer behavior, such as churn likelihood or purchasing patterns. Call centers can use these insights to proactively address customer needs and offer targeted solutions.

Restraints

Unsupervised learning is hindering the growth of the call center AI market, globally.

Geography Insight

Geographically, North America has accounted for the largest share of the call center AI market, globally and is predicted to grow significantly during the forecast period. The growth of this market is attributed to the existence of a large number of established players in the U.S., the increasing number of investments related to the adoption of AI, and the increasing preference for automated work operations in call centers in the region. Moreover, Asia-Pacific is expected to witness the fastest growth during the forecast period due to the increasing IT investments in developing countries, such as China and India, and the presence of a large number of call centers in the region.

Competitive Insight

Some of the key players operating in the global call center AI market are Amazon Web Services Inc., Microsoft Corporation, Google LLC, International Business Machines Corporation, Oracle Corporation, Cogito Corporation, SmartAction LLC, Five9 Inc., Avaya Inc., NICE inContact, Talkdesk Inc., Zendesk Inc., Nuance Communications Inc., Haptik Inc., and SAP SE.

Forecast Parameters

- Identifying variables and establishing market impact.
- Establishing market trends regionally.
- Analyzing opportunities and market penetration rates by understanding product commercialization, regional expansion.
- Analyzing demand and supply trends and changes in industry dynamics to establish future growth.
- Analyzing sustainability strategies adhered by market participants in an attempt to determine future course of the market.
- Analyzing historical market trends and super-imposing them on the current and future variables to determine year-on-year trend.
- Understanding adoption, production, export, import and regulatory framework.

Data Validation

- Estimated and forecasted data was validated through industry experts.
- Apart from industry experts, data triangulation methods were used for validation.
- Bottom-up and top-down approach has been used for the estimation and forecast of market data, whereas the top-down approach was used for validation.
- Demand, as well as supply-side surveys, were conducted in order to understand the industry dynamics and data validation.

Primary Research

VynZ Research conducts extensive primary research to understand the market dynamics, validate market data and have key opinions from industry experts. The key profiles approached within the industry include CEO, CFO, CTO, President, Vice President, Product Managers, Regional Heads, and Others. Also, end-user surveys comprising consumers are also conducted to understand consumer behavior.

The Call Center AI Market report offers a comprehensive market segmentation analysis along with an estimation for the forecast period 2025–2030.

Segments Covered in the Report

  • By Component
    • Solutions
      • Chatbot
      • Intelligent Virtual Assistant (IVA)
      • Intelligent Interactive Voice Response (IVR) System
    • Services
      • Professional
      • Managed
  • By Deployment
    • On-Premises
    • Cloud-Based
  • By Vertical
    • Banking, Financial Services, and Insurance (BFSI)
    • Retail and E-commerce
    • Healthcare
    • Telecom
    • Media and Entertainment
    • Energy & Utilities
    • Oil & Gas
    • Government
    • Others
  • By Technology
    • Natural Language Processing
    • Machine Learning
    • Automatic Speech Recognition
    • Computer Vision
    • Video Recognition
    • Others

Region Covered in the Report

  • North America
    • U.S.
    • Canada
    • Mexico
  • Europe
    • Germany
    • U.K.
    • France
    • Italy
    • Spain
    • Russia
    • Rest of Europe
  • Asia-Pacific (APAC)
    • China
    • Japan
    • India
    • South Korea
    • Rest of Asia-Pacific
  • Rest of the World (RoW)
    • Brazil
    • Saudi Arabia
    • South Africa
    • U.A.E.
    • Other Countries

Call Center AI Market Size

Source: VynZ Research

Call Center AI Market Analysis

Source: VynZ Research

Frequently Asked Questions

Unsupervised learning is hindering the growth of the call center AI market, globally.
Based on technology, automatic speech recognition (ASR) category held the largest share in the call center AI market in 2020.
Geographically, North America has accounted for the largest share in call center AI market, globally.
Asia-Pacific offers greater investment opportunities in the near future.
On the basis of component, solutions category held a larger share in the market in 2020.

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Research Methodology

  •  Desk Research / Pilot Interviews
  •  Build Market Size Model
  •  Research and Analysis
  •  Final Deliverabvle

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