The global call center AI market size was exhibited at USD 2.43 billion in 2022 and is projected to hit around USD 2.43 billion by 2032, growing at a CAGR of 27.9% during the forecast period 2023 to 2032.
Key Pointers:
Call center AI Market Report Scope
| Report Coverage | Details |
| Market Size in 2023 | USD 2.43 Billion |
| Market Size by 2032 | USD 28.47 Billion |
| Growth Rate from 2023 to 2032 | CAGR of 27.9% |
| Base Year | 2022 |
| Forecast Period | 2023 to 2032 |
| Segments Covered | Component, Application, Deployment, Enterprise size, Industry, Channel |
| Regions Covered | North America, Europe, Asia-Pacific, Latin America and Middle East & Africa |
The increasing demand for quality customer service is likely to drive the adoption of AI-centric solutions to improve call center practices. Businesses are also trying to improve customer relationships by offering omnichannel engagement platforms and providing better customer service. The above trend of transitioning to new call center AI solutions from traditional business operations offers promising growth opportunities for the market.
With recent advances in Artificial Intelligence (AI) technology, companies are using AI in their customer service function, shifting their services from email or messaging to AI-powered chatbots to improve customer experience and engagement.
AI technologies, such as Intelligent Virtual Assistants (IVAs) and chatbots, can engage prospects with savings or coupon opportunities, permitting human sales representatives to offer that all-important personal touch to close the deal. Similarly, AI can provide historic data and insights about a customer to call center agents, allowing them to offer valuable up-selling and cross-selling opportunities.
The adoption of hybrid business models by call centers offers promising market growth opportunities. Hybrid models are expected to facilitate self-service and automation of business practices. The implementation of AI-enabled chatbots aids in dealing with simple customer questions and FAQs, thus freeing human agents to engage in more complex problems, enabling contact centers to offer a customer-centric approach and improve operations. Furthermore, the onset of COVID-19 forced companies to deploy AI-enabled hybrid ecosystems, and the system's effectiveness is expected to offer promising growth opportunities during the forecast period.
Agents can use AI and bots integrated across all channels and create a genuinely omnichannel AI-powered call center. AI software can reduce waiting time, improve customer service and increase customer satisfaction. The key competitors in the call center AI industry are improving customer service by collaborating with competitors to stay competitive.
For instance, in March 2022, Jio Haptik technologies limited announced a collaboration with Zendesk, one of the prominent companies which deal in service-oriented CRM that create software to improve customer relationships. Through this initiative, Jio Haptik technologies limited will transform its customer experience by combining AI-powered automation with human labor. For companies using Zendesk, Jio Haptik technologies limited will serve as the frontline of customer service, automating routine inquiries and reducing response time.
North America is expected to have the largest market share and maintain its dominance throughout the forecast period. Rapid technological advancements, the presence of global vendors in the market, and the region's increasing adoption of AI solutions are some factors driving the market growth.
The Asia Pacific (APAC) region is expected to witness significant growth in the forthcoming years due to constant technological advancements in call center solutions such as analytics and reporting, customer routing, and cloud & remote-based centers. The countries like China, India, and Japan will surge the requirement for transformation in call center operations due to reduce enterprises' operational expenditure and raised investments in speech analytics and voice recognition technologies in the country.
Some of the prominent players in the Call center AI Market include:
Segments Covered in the Report
This report forecasts revenue growth at global, regional, and country levels and provides an analysis of the latest industry trends in each of the sub-segments from 2018 to 2032. For this study, Nova one advisor, Inc. has segmented the global call center AI market.
By Component
By Application
By Deployment
By Enterprise Size
By Industry
By Region
Chapter 1. Introduction
1.1 Research Methodology
1.2 Research Scope and Assumptions
1.3 List to Data Sources
Chapter 2 Executive Summary
2.1 Call Center AI Market - Industry Snapshot & Key Buying Criteria, 2020 - 2032
Chapter 3 Market Variables, Trends, and Scope
3.1 Market Segmentation
3.2 Market Size & Growth Prospects
3.3 Penetration & Growth Prospect Mapping
3.4 Industry Value Chain Analysis
3.5 Market Dynamics
3.5.1 Market driver analysis
3.5.1.1 Increasing penetration of social media platforms
3.5.1.2 Increasing deployment of AI solutions by organizations for seamless business operation
3.5.2 Market restraint analysis
3.5.2.1 Risk of data loss
3.6 Business Environmental Analysis Tools
3.6.1 Porter’s five forces analysis
3.6.2 PEST analysis
Chapter 4 Component Type Estimates and Trend Analysis
4.1 Market Size Estimates & Forecasts and Trend Analysis, 2020 - 2032
4.2 Component Movement Analysis & Market Share, 2023 & 2032
4.3 Solution
4.3.1 Market size estimates and forecasts by region, 2020 - 2032
4.4 Services
4.4.1 Market size estimates and forecasts by region, 2020 - 2032
Chapter 5 Application Type Estimates and Trend Analysis
5.1 Market Size Estimates & Forecasts and Trend Analysis, 2020 - 2032
5.2 Application Type Movement Analysis & Market Share, 2023 & 2032
5.3 Predictive Call Routing
5.3.1 Market size estimates and forecasts by region, 2020 - 2032
5.4 Journey Orchestration
5.4.1 Market size estimates and forecasts by region, 2020 - 2032
5.5 Quality Management
5.5.1 Market size estimates and forecasts by region, 2020 - 2032
5.6 Sentiment Analysis
5.6.1 Market size estimates and forecasts by region, 2020 - 2032
5.7 Workforce Management & Advanced Scheduling
5.7.1 Market size estimates and forecasts by region, 2020 - 2032
5.8 Others
5.8.1 Market size estimates and forecasts by region, 2020 - 2032
Chapter 6 Deployment Type Estimates and Trend Analysis
6.1 Market Size Estimates & Forecasts and Trend Analysis, 2020 - 2032
6.2 Deployment Type Movement Analysis & Market Share, 2023 & 2032
6.3 Cloud
6.3.1 Market size estimates and forecasts by region, 2020 - 2032
6.4 On-premises
6.4.1 Market size estimates and forecasts by region, 2020 - 2032
Chapter 7 Enterprise Size Type Estimates and Trend Analysis
7.1 Market Size Estimates & Forecasts and Trend Analysis, 2020 - 2032
7.2 Enterprise Size Type Movement Analysis & Market Share, 2023 & 2032
7.3 Small & Medium Size Enterprise
7.3.1 Market size estimates and forecasts by region, 2020 - 2032
7.4 Large Enterprise
7.4.1 Market size estimates and forecasts by region, 2020 - 2032
Chapter 8 Industry Type Estimates and Trend Analysis
8.1 Market Size Estimates & Forecasts and Trend Analysis, 2020 - 2032
8.2 Industry Type Movement Analysis & Market Share, 2023 & 2032
8.3 BFSI
8.3.1 Market size estimates and forecasts by region, 2020 - 2032
8.4 IT & Telecommunication
8.4.1 Market size estimates and forecasts by region, 2020 - 2032
8.5 Healthcare
8.5.1 Market size estimates and forecasts by region, 2020 - 2032
8.8 Retail and E-Commerce
8.8.1 Market size estimates and forecasts by region, 2020 - 2032
8.7 Energy & Utilities
8.7.1 Market size estimates and forecasts by region, 2020 - 2032
8.8 Travels & Hospitality
8.8.1 Market size estimates and forecasts by region, 2020 - 2032
8.9 Others
8.9.1 Market size estimates and forecasts by region, 2020 - 2032
Chapter 9 Regional Estimates and Trend Analysis
9.1 Market Size Estimates & Forecasts and Trend Analysis, 2020 - 2032
9.2 Call Center AI Market Share by Region, 2023 & 2032
9.3 North America
9.3.1 North America call center AI market, by component, 2020 - 2032
9.3.2 North America call center AI market, by application, 2020 - 2032
9.3.3 North America call center AI market, by deployment, 2020 - 2032
9.3.4 North America call center AI market, by enterprise size, 2020 - 2032
9.3.5 North America call center AI market, by industry, 2020 - 2032
9.3.6 North America call center AI market, by channel, 2020 - 2032
9.3.7 U.S.
9.3.7.1 U.S. call center AI market by component, 2020 - 2032
9.3.7.2 U.S. call center AI market, by application, 2020 - 2032
9.3.7.3 U.S. call center AI market, by deployment, 2020 - 2032
9.3.7.4 U.S. call center AI market, by enterprise size, 2020 - 2032
9.3.7.5 U.S. call center AI market, by industry, 2020 - 2032
9.3.7.6 U.S. call center AI market, by channel, 2020 - 2032
9.3.8 Canada
9.3.8.1 Canada call center AI market by component, 2020 - 2032
9.3.8.2 Canada call center AI market, by application, 2020 - 2032
9.3.8.3 Canada call center AI market, by deployment, 2020 - 2032
9.3.8.4 Canada call center AI market, by enterprise size, 2020 - 2032
9.3.8.5 Canada call center AI market, by industry, 2020 - 2032
9.3.8.6 Canada call center AI market, by channel, 2020 - 2032
9.3.9 Mexico
9.3.9.1 Mexico call center AI market by component, 2020 - 2032
9.3.9.2 Mexico call center AI market, by application, 2020 - 2032
9.3.9.3 Mexico call center AI market, by deployment, 2020 - 2032
9.3.9.4 Mexico call center AI market, by enterprise size, 2020 - 2032
9.3.9.5 Mexico call center AI market, by industry, 2020 - 2032
9.3.9.6 Mexico call center AI market, by channel, 2020 - 2032
9.4 Europe
9.4.1 Europe call center AI market, by component, 2020 - 2032
9.4.2 Europe call center AI market, by application, 2020 - 2032
9.4.3 Europe call center AI market, by deployment, 2020 - 2032
9.4.4 Europe call center AI market, by enterprise size, 2020 - 2032
9.4.5 Europe call center AI market, by industry, 2020 - 2032
9.4.6 Europe call center AI market, by channel, 2020 - 2032
9.4.7 Germany
9.4.7.1 Germany call center AI market by component, 2020 - 2032
9.4.7.2 Germany call center AI market, by application, 2020 - 2032
9.4.7.3 Germany call center AI market, by deployment, 2020 - 2032
9.4.7.4 Germany call center AI market, by enterprise size, 2020 - 2032
9.4.7.5 Germany call center AI market, by industry, 2020 - 2032
9.4.7.6 Germany call center AI market, by channel, 2020 - 2032
9.4.8 U.K.
9.4.8.1 U.K. call center AI market by component, 2020 - 2032
9.4.8.2 U.K. call center AI market, by application, 2020 - 2032
9.4.8.3 U.K. call center AI market, by deployment, 2020 - 2032
9.4.8.4 U.K. call center AI market, by enterprise size, 2020 - 2032
9.4.8.5 U.K. call center AI market, by industry, 2020 - 2032
9.4.8.6 U.K. call center AI market, by channel, 2020 - 2032
9.4.9 France
9.4.9.1 France call center AI market by component, 2020 - 2032
9.4.9.2 France call center AI market, by application, 2020 - 2032
9.4.9.3 France call center AI market, by deployment, 2020 - 2032
9.4.9.4 France call center AI market, by enterprise size, 2020 - 2032
9.4.9.5 France call center AI market, by industry, 2020 - 2032
9.4.9.6 France call center AI market, by channel, 2020 - 2032
9.5 Asia Pacific
9.5.1 Asia Pacific call center AI market, by component, 2020 - 2032
9.5.2 Asia Pacific call center AI market, by application, 2020 - 2032
9.5.3 Asia Pacific call center AI market, by deployment, 2020 - 2032
9.5.4 Asia Pacific call center AI market, by enterprise size, 2020 - 2032
9.5.5 Asia Pacific call center AI market, by industry, 2020 - 2032
9.5.6 Asia Pacific call center AI market, by channel, 2020 - 2032
9.5.7 China
9.5.7.1 China call center AI market by component, 2020 - 2032
9.5.7.2 China call center AI market, by application, 2020 - 2032
9.5.7.3 China call center AI market, by deployment, 2020 - 2032
9.5.7.4 China call center AI market, by enterprise size, 2020 - 2032
9.5.7.5 China call center AI market, by industry, 2020 - 2032
9.5.7.6 China call center AI market, by channel, 2020 - 2032
9.5.8 Japan
9.5.8.1 Japan call center AI market by component, 2020 - 2032
9.5.8.2 Japan call center AI market, by application, 2020 - 2032
9.5.8.3 Japan call center AI market, by deployment, 2020 - 2032
9.5.8.4 Japan call center AI market, by enterprise size, 2020 - 2032
9.5.8.5 Japan call center AI market, by industry, 2020 - 2032
9.5.8.6 Japan call center AI market, by channel, 2020 - 2032
9.5.9 India
9.5.9.1 India call center AI market by component, 2020 - 2032
9.5.9.2 India call center AI market, by application, 2020 - 2032
9.5.9.3 India call center AI market, by deployment, 2020 - 2032
9.5.9.4 India call center AI market, by enterprise size, 2020 - 2032
9.5.9.5 India call center AI market, by industry, 2020 - 2032
9.5.9.6 India call center AI market, by channel, 2020 - 2032
9.6 Central & South America
9.6.1 Central & South America call center AI market, by component, 2020 - 2032
9.6.2 Central & South America call center AI market, by application, 2020 - 2032
9.6.3 Central & South America call center AI market, by deployment, 2020 - 2032
9.6.4 Central & South America call center AI market, by enterprise size, 2020 - 2032
9.6.5 Central & South America call center AI market, by industry, 2020 - 2032
9.6.6 Central & South America call center AI market, by channel, 2020 - 2032
9.6.7 Brazil
9.6.7.1 Brazil call center AI market by component, 2020 - 2032
9.6.7.2 Brazil call center AI market, by application, 2020 - 2032
9.6.7.3 Brazil call center AI market, by deployment, 2020 - 2032
9.6.7.4 Brazil call center AI market, by enterprise size, 2020 - 2032
9.6.7.5 Brazil call center AI market, by industry, 2020 - 2032
9.6.7.6 Brazil call center AI market, by channel, 2020 - 2032
9.7 MEA
9.7.1 MEA call center AI market, by component, 2020 - 2032
9.7.2 MEA call center AI market, by application, 2020 - 2032
9.7.3 MEA call center AI market, by deployment, 2020 - 2032
9.7.4 MEA call center AI market, by enterprise size, 2020 - 2032
9.7.5 MEA call center AI market, by industry, 2020 - 2032
9.7.6 MEA call center AI market, by channel, 2020 - 2032
Chapter 10 Competitive Analysis
10.1 Recent Developments & Impact Analysis, By Key Market Participants
10.2 Company/Competition Categorization (Key innovators, Market leaders, Emerging Players)
10.3 Vendor Landscape
10.3.1 Key Company Market Share Analysis, 2023
10.4 Public Companies
10.4.1 Company Market Position Analysis
10.5 Private Companies
10.5.1 List of Key Emerging Companies /Technology Disruptors/Innovators
10.5.2 Company Market Position Analysis
Chapter 11 Competitive Landscape
11.1 IBM
11.1.1 Company overview
11.1.2 Financial performance
11.1.3 Product benchmarking
11.1.4 Recent developments
11.2 Avaya Inc.
11.2.1 Company overview
11.2.2 Financial performance
11.2.3 Product benchmarking
11.2.4 Recent developments
11.3 NICE
11.3.1 Company overview
11.3.2 Financial performance
11.3.3 Product benchmarking
11.4 Zendesk
11.4.1 Company overview
11.4.2 Financial performance
11.4.3 Product benchmarking
11.4.4 Recent developments
11.5 Bright Pattern
11.5.1 Company overview
11.5.2 Financial performance
11.5.3 Product benchmarking
11.5.4 Recent developments
11.6 Jio Haptik Technologies Limited
11.6.1 Company overview
11.6.2 Financial performance
11.6.3 Product benchmarking
11.7 SAP
11.7.1 Company overview
11.7.2 Financial performance
11.7.3 Product benchmarking
11.7.4 Recent developments
11.8 SmartAction LLC
11.8.1 Company overview
11.8.2 Financial performance
11.8.3 Product benchmarking
11.8.4 Recent developments
11.9 Artificial Solution.
11.9.1 Company overview
11.9.2 Financial performance
11.9.3 Product benchmarking
11.9.4 Recent developments
11.10 Oracle
11.10.1 Company overview
11.10.2 Financial performance
11.10.3 Product benchmarking
11.10.4 Recent developments
Cross-segment Market Size and Analysis for Mentioned Segments
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Additional Countries (Apart
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Country/Region-specific Report
Go To Market Strategy
Region Specific Market DynamicsRegion Level Market Share Import Export AnalysisProduction AnalysisOthers