Call Center AI Market Report by Component (Solution, Services), Deployment Mode (On-premises, Cloud-based), Mode of Channel (Phone, Social Media, Chat, Email or Text, Website), Enterprise Size (Small and Medium-Sized Enterprises, Large Enterprises), Application (Predictive Call Routing, Journey Orchestration, Quality Management, Sentiment Analysis, Workforce Management and Advanced Scheduling, and Others), Industry Vertical (BFSI, IT and Telecommunication, Healthcare, Retail and E-Commerce, Energy and Utilities, Travels and Hospitality, and Others), and Region 2024-2032

Call Center AI Market Report by Component (Solution, Services), Deployment Mode (On-premises, Cloud-based), Mode of Channel (Phone, Social Media, Chat, Email or Text, Website), Enterprise Size (Small and Medium-Sized Enterprises, Large Enterprises), Application (Predictive Call Routing, Journey Orchestration, Quality Management, Sentiment Analysis, Workforce Management and Advanced Scheduling, and Others), Industry Vertical (BFSI, IT and Telecommunication, Healthcare, Retail and E-Commerce, Energy and Utilities, Travels and Hospitality, and Others), and Region 2024-2032

Report Format: PDF+Excel | Report ID: SR112024A19084
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Market Overview:

The global call center AI market size reached US$ 1.84 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 11.17 Billion by 2032, exhibiting a growth rate (CAGR) of 22.20% during 2024-2032. The growing emphasis on delivering exceptional customer experiences, rising preferences of individuals for quick and personalized interactions, and increasing cases of data breaches and cyberattacks are some of the major factors propelling the market growth.

Report Attribute
 Key Statistics                   
Base Year
2023
Forecast Years
2024-2032
Historical Years
2018-2023
Market Size in 2023 US$ 1.84 Billion
Market Forecast in 2032 US$ 11.17 Billion
Market Growth Rate (2024-2032) 22.20%


Call center artificial intelligence (AI) involves the use of AI-driven software and tools to automate and enhance various aspects of customer service and support within a call center environment. It leverages natural language processing (NLP) to understand and process spoken or written language, enabling it to interact with customers in a human-like manner. It automates routine tasks like call routing, information retrieval, and responses to frequently asked questions. It can easily scale to handle a high volume of customer interactions without involving physical resources. It can analyze customer interactions to identify potential leads and opportunities for upselling or cross-selling. Besides this, it analyzes call recordings and customer interactions to assess agent performance and provide feedback.

call center ai market

The rising adoption of the remote work model is driving the adoption of AI in call centers. AI solutions assist in optimizing remote agent productivity, monitoring performance, and ensuring consistent customer support. Additionally, the growing trend of combining AI with human agents for a hybrid approach is driving the market. AI assists agents by providing real-time information and recommendations, leading to more effective and efficient customer interactions. Apart from this, the integration of voice biometrics technology is enhancing security by verifying customer identities through their unique vocal characteristics, reducing fraud and identity theft. Furthermore, the integration of AI with the Internet of Things (IoT) devices is allowing call centers to monitor and troubleshoot IoT devices remotely, enhancing customer support for smart homes and connected products.

Call Center AI Market Trends/Drivers:

Enhanced customer experience and personalization

The growing emphasis on delivering exceptional customer experiences represents one of the key factors favoring the market growth. Additionally, rising preferences of individuals for quick and personalized interactions and support or information from businesses are offering a favorable market outlook. Call center AI, with its AI-powered chatbots and virtual assistants, enables organizations to meet these expectations. These AI-driven systems can provide 24/7 support, rapid responses, and personalized solutions, which lead to heightened customer satisfaction. Along with this, the increasing demand for self-service options to resolve the queries of people independently and swiftly is stimulating the market growth.

Compliance and Data Security

The rising need for compliance with data protection regulations and ensuring data security is influencing the market positively. Additionally, a continuous rise in data generation is driving the need to adhere to stringent data privacy regulations like GDPR and HIPAA. AI solutions are widely developed and adopted with a focus on data encryption, secure storage, and compliance management. Along with this, increasing cases of data breaches and cyberattacks and rising concerns about data security are facilitating the market growth. AI-powered call center solutions often provide secure storage and access controls. This ensures that customer data is stored in a safe and controlled environment, limiting access to authorized personnel.

Omnichannel customer engagement

The increasing demand for omnichannel customer engagement is strengthening the growth of the market. Omnichannel customer engagement helps provide seamless and consistent experiences across all communication channels. In addition, the rising preferences of individuals and businesses for seamless interactions across various communication channels, including phone, chat, email, social media, and websites are influencing the market positively. AI-powered call center solutions enable organizations to provide personalized experiences across these channels. They can track customer journeys, maintain context between interactions, and ensure that customers receive cohesive support. Furthermore, omnichannel engagement allows for a more comprehensive understanding of customer behavior, which can inform product development, marketing strategies, and service improvements.

Call Center AI Industry Segmentation:

IMARC Group provides an analysis of the key trends in each segment of the market, along with forecasts at the global, regional, and country levels for 2024-2032. Our report has categorized the market based on component, deployment mode, mode of channel, enterprise size, application, and industry vertical.

Breakup by Component:

call center ai market

  • Solution
  • Services
     

Solution accounts for the majority of the market share

The report has provided a detailed breakup and analysis of the market based on the component. This includes solution and services. According to the report, the solution represented the largest segment.

Call center AI solutions refer to the software and technologies that directly enable AI-driven functionalities within a call center. AI-based speech recognition technology converts spoken language into text, allowing for voice-driven interactions and transcription of calls. Additionally, voice analytics helps analyze voice interactions to gain insights into customer sentiment, agent performance, and compliance with quality standards.

Call center AI services encompass the support, consulting, and expertise provided by vendors and service providers to assist organizations in implementing, managing, and optimizing AI solutions within their call centers. In addition, service providers assist in integrating AI solutions into existing call center infrastructure and ensure seamless implementation.

Breakup by Deployment Mode:

  • On-premises
  • Cloud-based
     

On-premises holds the largest share in the industry

A detailed breakup and analysis of the market based on the deployment mode has also been provided in the report. This includes on-premises and cloud-based. According to the report, on-premises accounted for the largest market share.

On-premises deployment involves hosting call center AI solutions within the data centers or physical infrastructure of an organization. It offers greater control and customization but requires significant upfront investment in hardware, software, and maintenance. On-premises solutions are favored by businesses with strict data security requirements or specific regulatory compliance needs.

Cloud-based deployment, also known as Software as a Service (SaaS), involves hosting call center AI solutions on cloud platforms provided by third-party vendors. These solutions are accessible via the internet, offering scalability, flexibility, and cost-efficiency. Cloud-based AI solutions reduce the burden of infrastructure management, allowing businesses to focus on leveraging AI capabilities.

Breakup by Mode of Channel:

  • Phone
  • Social Media
  • Chat
  • Email or Text
  • Website
     

Phone represents the leading market segment

The report has provided a detailed breakup and analysis of the market based on the mode of channel. This includes phone, social media, chat, email or text, and website. According to the report, phone represented the largest segment.

Phone-based call center AI solutions primarily focus on voice interactions between customers and AI-driven systems. These solutions include automated voice response systems, virtual agents, and speech recognition technologies.

Social media-based call center AI solutions are designed to engage with customers on social media platforms like Facebook, Twitter, and Instagram. AI-powered chatbots and virtual assistants respond to customer queries, comments, and messages on social media channels.

Chat-based call center AI solutions use chatbots and live chat support systems to interact with customers through text-based chat interfaces. Customers can initiate chats on websites or messaging platforms, and AI chatbots provide immediate responses and assistance.

Email and text-based call center AI solutions focus on handling written communication, such as emails and SMS messages. AI algorithms analyze and respond to customer inquiries received via email or text, automating responses and providing relevant information.

Website-based call center AI solutions are integrated into company websites to assist visitors with queries and navigation. Virtual assistants and chatbots can be deployed on websites to provide real-time support, guide customers through product pages, and offer personalized recommendations.

Breakup by Enterprise Size:

  • Small and Medium-sized Enterprises
  • Large Enterprises
     

Large enterprises exhibit a clear dominance in the market

A detailed breakup and analysis of the market based on the enterprise size has also been provided in the report. This includes small and medium-sized enterprises and large enterprises. According to the report, large enterprises accounted for the largest market share.

Large enterprises are organizations with a substantial workforce, extensive customer bases, and complex call center operations. They often have multiple call centers serving various regions and customer segments. Large enterprises are significant players in the call center AI market due to their extensive resources and the need to efficiently manage high call volumes.

Small and medium-sized enterprises (SMEs) are businesses with a comparatively smaller workforce and customer base. They may have smaller call center operations or customer support teams. SMEs are increasingly adopting call center AI solutions to streamline their customer service processes, improve efficiency, and provide better support to their customers.

Breakup by Application:

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

Predictive call routing dominates the market

The report has provided a detailed breakup and analysis of the market based on the application. This includes predictive call routing, journey orchestration, quality management, sentiment analysis, workforce management and advanced scheduling, and others. According to the report, predictive call routing represented the largest segment.

Predictive call routing uses AI algorithms to analyze incoming calls and route them to the most appropriate agent or department. It considers various factors, such as caller history, agent skills, and call urgency, to ensure that calls are directed to the right resource.

Journey orchestration involves mapping and managing the entire customer journey across multiple touchpoints. AI-powered systems track customer interactions, predict their next steps, and personalize engagement accordingly.

Quality management in call centers facilitates maintaining service excellence. AI-driven quality management tools monitor and evaluate agent interactions with customers, identifying areas for improvement and compliance with quality standards.

Sentiment analysis utilizes natural language processing (NLP) to assess customer sentiments during interactions. AI algorithms analyze text and speech to determine customer emotions and satisfaction levels.

Workforce management solutions powered by AI optimize staffing levels and scheduling in call centers. They consider historical data, call volume forecasts, and agent availability to create efficient work schedules.

Advanced scheduling tools use AI to create dynamic schedules for call center agents based on real-time data and changing demand patterns. These applications adapt to unforeseen events, such as spikes in call volume, and make adjustments to ensure efficient resource allocation.

Breakup by Industry Vertical:

  • BFSI
  • IT and Telecommunication
  • Healthcare
  • Retail and E-Commerce
  • Energy and Utilities
  • Travels and Hospitality
  • Others
     

BFSI is the predominant market segment

A detailed breakup and analysis of the market based on the industry vertical has also been provided in the report. This includes BFSI, IT and telecommunication, healthcare, retail and e-commerce, energy and utilities, travels and hospitality, and others. According to the report, BFSI accounted for the largest market share.

The BFSI sector relies on AI-powered chatbots and virtual assistants to assist with account inquiries, transaction processing, and fraud detection. These technologies enhance customer service by providing 24/7 support, handling routine tasks, and ensuring data security.

The IT and telecommunication sector uses call center AI to manage customer inquiries about products and services. AI-driven systems offer quick troubleshooting and technical support, reducing the need for human intervention.

The healthcare sector employs call center AI for appointment scheduling, prescription refills, and patient inquiries. Virtual health assistants use NLP to understand medical terminology and provide accurate information. This enhances patient engagement, reduces administrative workload, and ensures timely access to healthcare services.

Retailers and e-commerce businesses leverage call center AI to handle customer queries related to orders, returns, and product information. Chatbots provide instant assistance, offer product recommendations, and facilitate seamless shopping experiences.

Energy and utility companies use call center AI to address customer concerns related to billing, outages, and service inquiries. AI-powered systems offer real-time updates on energy usage, assist in troubleshooting issues, and enable efficient scheduling of field service technicians.

The travel and hospitality sector relies on call center AI for reservations, booking modifications, and travel-related inquiries. Virtual assistants provide travelers with information on flights, accommodations, and local attractions.

Breakup by Region:

call center ai market

  • North America
    • United States
    • Canada
  • Europe
    • Germany
    • France
    • United Kingdom
    • Italy
    • Spain
    • Others
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Australia
    • Indonesia
    • Others
  • Latin America
    • Brazil
    • Mexico
    • Others
  • Middle East and Africa
     

North America leads the market, accounting for the largest call center AI market share

The market research report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Europe (Germany, France, the United Kingdom, Italy, Spain, and others); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America accounted for the largest market share since the region is a hub for technological innovation. Additionally, North American businesses place a strong emphasis on customer satisfaction and experience. Call center AI technologies align with this customer-centric culture by providing efficient and personalized support. Along with this, North America has a robust financial sector, including banking and insurance, which heavily relies on call centers for customer support. Furthermore, North America has a well-educated and skilled workforce in the field of AI and technology. This talent pool is fueling innovation and the development of AI solutions for call centers. Moreover, the availability of venture capital and investment opportunities in North America is facilitating the growth of AI startups and technology companies focused on call center solutions.

Competitive Landscape:

Leading companies are increasingly investing in research and development (R&D) activities to improve the capabilities of their AI technologies, including natural language processing (NLP), speech recognition, and machine learning algorithms. Additionally, call center AI providers are constantly developing and enhancing their products to meet the evolving needs of businesses. This includes creating more advanced chatbots, virtual assistants, and voice recognition systems. Along with this, they are actively engaged in marketing campaigns, webinars, and content creation. They share industry insights, case studies, and best practices to educate businesses about the benefits of AI in call centers. Moreover, they are collaborating with other technology companies and industry players to expand their market reach.

The market research report has provided a comprehensive analysis of the competitive landscape. Detailed profiles of all major companies have also been provided. Some of the key players in the market include:

  • Amazon Web Services Inc. (Amazon.com Inc.)
  • Artificial Solutions
  • Avaya LLC
  • Bright Pattern Inc.
  • Google LLC (Alphabet Inc.)
  • International Business Machines Corporation
  • Jio Haptik Technologies Limited (Reliance Industries Limited)
  • Microsoft Corporation
  • NICE inContact (NICE Systems Ltd.)
  • Oracle Corporation
  • SmartAction LLC
  • Zendesk Inc.
     

(Please note that this is only a partial list of the key players, and the complete list is provided in the report.)

Call Center AI Market Report Scope:

Report Features Details
Base Year of the Analysis 2023
Historical Period 2018-2023
Forecast Period 2024-2032
Units US$ Billion
Scope of the Report Exploration of Historical and Forecast Trends, Industry Catalysts and Challenges, Segment-Wise Historical and Predictive Market Assessment: 
  • Component
  • Deployment Mode
  • Mode of Channel
  • Enterprise Size
  • Application
  • Industry Vertical
  • Region
Components Covered Solution, Services
Deployment Modes Covered On-premises, Cloud-based
Mode of Channels Covered Phone, Social Media, Chat, Email or Text, Website
Enterprise Sizes Covered Small and Medium-Sized Enterprises, Large Enterprises
Applications Covered Predictive Call Routing, Journey Orchestration, Quality Management, Sentiment Analysis, Workforce Management and Advanced Scheduling, Others
Industry Verticals Covered BFSI, IT and Telecommunication, Healthcare, Retail and E-Commerce, Energy and Utilities, Travels and Hospitality, Others
Regions Covered Asia Pacific, Europe, North America, Latin America, Middle East and Africa
Countries Covered United States, Canada, Germany, France, United Kingdom, Italy, Spain, China, Japan, India, South Korea, Australia, Indonesia, Brazil, Mexico
Companies Covered Amazon Web Services Inc. (Amazon.com Inc.), Artificial Solutions, Avaya LLC, Bright Pattern Inc., Google LLC (Alphabet Inc.), International Business Machines Corporation, Jio Haptik Technologies Limited (Reliance Industries Limited), Microsoft Corporation, NICE inContact (NICE Systems Ltd.), Oracle Corporation, SmartAction LLC, Zendesk Inc., etc. (Please note that this is only a partial list of the key players, and the complete list is provided in the report.)
Customization Scope 10% Free Customization
Report Price and Purchase Option Single User License: US$ 2499
Five User License: US$ 3499
Corporate License: US$ 4499
Post-Sale Analyst Support 10-12 Weeks
Delivery Format PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request)

Key Questions Answered in This Report:

  • How has the global call center AI market performed so far, and how will it perform in the coming years?
  • What are the drivers, restraints, and opportunities in the global call center AI market?
  • What is the impact of each driver, restraint, and opportunity on the global call center AI market?
  • What are the key regional markets?
  • Which countries represent the most attractive call center AI market?
  • What is the breakup of the market based on the component?
  • Which is the most attractive component in the call center AI market?
  • What is the breakup of the market based on the deployment mode?
  • Which is the most attractive deployment mode in the call center AI market?
  • What is the breakup of the market based on the mode of channel?
  • Which is the most attractive mode of channel in the call center AI market?
  • What is the breakup of the market based on the enterprise size?
  • Which is the most attractive enterprise size in the call center AI market?
  • What is the breakup of the market based on the application?
  • Which is the most attractive application in the call center AI market?
  • What is the breakup of the market based on the industry vertical?
  • Which is the most attractive industry vertical in the call center AI market?
  • What is the competitive structure of the global call center AI market?
  • Who are the key players/companies in the global call center AI market?

Key Benefits for Stakeholders:

  • IMARC’s industry report offers a comprehensive quantitative analysis of various market segments, historical and current market trends, market forecasts, and dynamics of the call center AI market from 2018-2032.
  • The research report provides the latest information on the market drivers, challenges, and opportunities in the global call center AI market.
  • The study maps the leading, as well as the fastest-growing, regional markets. It further enables stakeholders to identify the key country-level markets within each region.
  • Porter's five forces analysis assist stakeholders in assessing the impact of new entrants, competitive rivalry, supplier power, buyer power, and the threat of substitution. It helps stakeholders to analyze the level of competition within the call center AI industry and its attractiveness.
  • Competitive landscape allows stakeholders to understand their competitive environment and provides an insight into the current positions of key players in the market.

Need more help?

  • Speak to our experienced analysts for insights on the current market scenarios.
  • Include additional segments and countries to customize the report as per your requirement.
  • Gain an unparalleled competitive advantage in your domain by understanding how to utilize the report and positively impacting your operations and revenue.
  • For further assistance, please connect with our analysts.
Call Center AI Market Report by Component (Solution, Services), Deployment Mode (On-premises, Cloud-based), Mode of Channel (Phone, Social Media, Chat, Email or Text, Website), Enterprise Size (Small and Medium-Sized Enterprises, Large Enterprises), Application (Predictive Call Routing, Journey Orchestration, Quality Management, Sentiment Analysis, Workforce Management and Advanced Scheduling, and Others), Industry Vertical (BFSI, IT and Telecommunication, Healthcare, Retail and E-Commerce, Energy and Utilities, Travels and Hospitality, and Others), and Region 2024-2032
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