Call Center AI Market Size, Share & Trends Analysis Report By Component, By Application, By Deployment, By Enterprise Size, By Industry, By Channel, By Region- Global Industry Analysis, Share, Growth, Regional Outlook and Forecasts, 2023-2032

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:

• The solutions segment accounted for the largest share of above 76% in 2022
• The predictive call routing segment accounted for a market share of over 25.9% in 2022.
• The on-premises segment dominated the market with over 59% share in 2022.
• The large enterprise segment dominated the market with a market share of above 76% in 2022.
• The BFSI segment captured the highest revenue share of above 21% in 2022. 
• The phone segment accounted for the largest market share of over 41.2% in 2022.
• North America dominated the global market in 2022 with a revenue share of above 41.9%. 

Call center AI Market Report Scope

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:

• IBM
• NICE
• Zendesk
• Bright Pattern
• SmartAction LLC
• Artificial Solutions
• SAP
• Oracle
• Avaya Inc.
• Jio Haptik Technologies Limited 

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 

• Solution
• Services
  • Professional services
  • Training and Consulting
  • System integration and implementations
  • Support and Maintenance
• Managed Services

By Application 

• Predictive Call Routing
• Journey Orchestration
• Quality Management
• Sentiment Analysis
• Workforce Management & Advanced Scheduling
• Others

By Deployment 

• Cloud
• On-premises

By Enterprise Size 

• Small & Medium Size
• Large Enterprise

By Industry

• BFSI
• IT & Telecommunication
• Healthcare
• Retail & E-commerce
• Energy & utilities
• Travels & hospitality
• Others

By Region

• North America
• Europe
• Asia-Pacific
• Latin America
• Middle East & Africa (MEA)