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The global call center AI market is expected to grow at a CAGR of 23.9% during the forecast period with its market size predicted to reach USD 4.8 billion by 2030. Globally, call center AI industry players are leveraging market growth through product launches, partnerships, mergers & acquisitions, and geographic expansion. For example, in April 2019, Regions Financial Corporation partnered with International Business Machines Corporation to deploy AI solutions in its contact centers to enhance customer service experience and help bankers in their daily routine operations.

The automatic speech recognition (ASR) category held the largest share of the call center AI market in 2023

Based on technology, the call center AI market is segmented into natural language processing, machine learning, automatic speech recognition, computer vision, video recognition, and others. Of all, the automatic speech recognition (ASR) category held the largest share in the call center AI market in 2020. The growth of this segment is attributed to the fact that automatic speech recognition helps in creating a more accurate customer database, which in turn, helps the companies in forecasting customer behavior and achieving high customer satisfaction.

Global Call Center AI Market Segmentation and Key Players

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

Browse Market Insight and In-depth TOC on "Global Call Center AI Market – Analysis and Forecast (2025-2030)"

Based on deployment, the call center AI market is categorized into cloud-based and on-premises. Of all, the cloud-based category held the largest share of the call center AI market in 2020.

Geography Insight

Geographically, North America has accounted for the largest share in 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., an increasing number of investments related to the adoption of AI, and an increasing preference for automated work operations in 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.

Key Takeaway from the Report:

• Among all the components, the solutions category held a larger share of the market in 2020. However, the service category is expected to witness faster growth during the forecast period.
• Of all the verticals, the BFSI category is expected to witness faster growth during the forecast period.
• Of all the deployments, the cloud-based category held the largest share of the call center AI market in 2020.
• Among all the technologies, the automatic speech recognition (ASR) category held the largest share of the call center AI market in 2020.

The Report Offers:

• Historical market estimate for the years 2018–2023 and forecast for the years 2025–2030
• Insight on current market trends, market dynamics, key opportunities and major challenges in the industry
• Market insights by in-depth segmentation with industry dynamics.
• Competitive analysis and benchmarking of the industry leaders and their product offerings
• Profiles of leading players and innovators, their financial overview, and product portfolio
• Analysis of key industry trends and recent developments
• Value chain analysis and distribution channel analysis with opportunity assessment
• Market share analysis of major players

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The report provides the market value for the base year 2024 and a yearly forecast till 2030 in terms of revenue (USD Billion). The report segments the global call center AI market based on component, deployment, vertical, technology, and region.

Global Call Center AI Market Coverage

Component Insight and Forecast 2025-2030

• Solutions
  • Chatbot
  • Intelligent Virtual Assistant (IVA)
  • Intelligent Interactive Voice Response (IVR) System
• Services
  • Professional
  • Managed

Deployment Insight and Forecast 2025-2030

• On-Premises
• Cloud-Based

Vertical Insight and Forecast 2025-2030

• Banking, Financial Services, and Insurance (BFSI)
• Retail and E-commerce
• Healthcare
• Telecom
• Media and Entertainment
• Energy & Utilities
• Oil & Gas
• Government
• Others

Technology Insight and Forecast 2025-2030

• Natural Language Processing
• Machine Learning
• Automatic Speech Recognition
• Computer Vision
• Video Recognition
• Others

Geographical Segmentation

Call Center AI Market by Region

North America

• By Component
• By Deployment
• By Vertical
• By Technology
• By Country – U.S., Canada, and Mexico

Europe

• By Component
• By Deployment
• By Vertical
• By Technology
• By Country – Germany, U.K., France, Italy, Russia, and Rest of Europe

Asia-Pacific (APAC)

• By Component
• By Deployment
• By Vertical
• By Technology
• By Country – China, Japan, India, South Korea, Australia, and Rest of Asia-Pacific

Rest of the World (RoW)

• By Component
• By Deployment
• By Vertical
• By Technology
• By Country – Brazil, Saudi Arabia, South Africa, U.A.E., Turkey, and Other Countries