Vietnam Call Center AI Market Size, Share, Trends and Forecast by Component, Deployment Mode, Mode of Channel, Enterprise Size, Application, Industry Vertical, and Region, 2025-2033

Vietnam Call Center AI Market Overview:

The Vietnam call center AI market size reached USD 11.50 Million in 2024. Looking forward, the market is expected to reach USD 66.93 Million by 2033, exhibiting a growth rate (CAGR) of 19.26% during 2025-2033. The industry is fueled by the surging need for effective customer service, growing business adoption of digital transformation, and the necessity of handling large call volumes with fewer human resources. The expanding tech-savvy population and the growing e-commerce segment further boost the demand for AI-driven call centers. AI helps reduce operational costs and improve service speed and accuracy, making it a strategic investment for businesses, which further contributes to the growth in Vietnam call center AI market share.

Vietnam Call Center AI Market Trends:

Growing Adoption Among Local Enterprises

The Vietnam call center AI market is experiencing significant momentum as local enterprises across sectors increasingly embrace AI-driven customer service solutions. Telecommunications, banking, e-commerce, and utility companies are leveraging AI to manage increased customers' demands for speed, accuracy, and 24/7 availability. In contrast to more mature markets, Vietnamese companies are, in many cases, implementing AI solutions as part of their initial significant digital transformation, as opposed to overhauling existing systems. This allows for increased flexibility and fewer integration challenges. Small and medium-sized businesses (SMEs), the majority of Vietnam's business sector, are also now starting to leverage affordable AI solutions with declining technology prices and the boom in cloud-based platforms. Such firms are realizing that automating repetitive interactions can ease pressure on human representatives and enhance customer satisfaction. Consequently, the AI adoption trend in call centers is being pursued by big businesses, along with local contenders in search of competitive advantage, which also contributes to the Vietnam call center AI market growth.

Language and Localization Developments

One such distinctive trend influencing the Vietnam call center AI market is the development of Vietnamese language processing and localization of AI solutions. One of the original obstacles to implementing AI in call centers was the limited proficiency of speech and text recognition technology in properly understanding Vietnamese, including its complex tonal distinctions and regional dialects. Vietnamese tech companies and regional AI firms have recently developed more advanced natural language processing (NLP) tools better suited to the local environment. These technologies can now correctly interpret and answer customer questions in Vietnamese to enhance communication and minimize misunderstandings. In addition, the localization trend also extends to cultural sensitivities in customer service, where AI machines learn to answer in ways that conform to Vietnamese etiquette and social norms. This increased linguistic sophistication is making AI solutions efficient and reliable in the eyes of Vietnamese consumers, pushing wider adoption across sectors.

Government Support and Workforce Transformation

The Vietnamese government's push toward digital transformation and AI deployment is another influential driver shaping call center AI market trends. National plans focus on AI as the central technology for the economy's future growth, and programs have been initiated to drive the cultivation of local AI capabilities. This encompasses investment in education, research, and incentives for tech startups with an automation and AI focus. Meanwhile, the labor force is also being transformed. Call center jobs are changing from handling repetitive tasks to more sophisticated problem-solving and customer relationship management, as AI handles mundane queries. Training courses are about preparing staff with digital and analytical competencies to coexist with AI systems. This transformation is promoting a hybrid service model in which human agents and AI work in tandem for maximum customer interaction. With favorable policies and a labor force prepared to respond, Vietnam is well-placed as an emerging center for AI-driven call center services in Southeast Asia.

Vietnam Call Center AI Market Segmentation:

IMARC Group provides an analysis of the key trends in each segment of the market, along with forecasts at the country and regional levels for 2025-2033. Our report has categorized the market based on component, deployment mode, mode of channel, enterprise size, application, and industry vertical.

Component Insights:

• Solution
• Services

The report has provided a detailed breakup and analysis of the market based on the component. This includes solution and services.

Deployment Mode Insights:

• On-premises
• Cloud based

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.

Mode of Channel Insights:

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

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.

Enterprise Size Insights:

• Small and Medium-sized Enterprises
• Large Enterprises

The report has provided a detailed breakup and analysis of the market based on the enterprise size. This includes small and medium-sized enterprises, and large enterprises.

Application Insights:

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

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.

Industry Vertical Insights:

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

The report has provided a detailed breakup and analysis of the market based on the industry vertical. This includes BFSI, IT and telecommunication, healthcare, retail and e-commerce, energy and utilities, travels and hospitality, and others.

Regional Insights:

• Northern Vietnam
• Central Vietnam
• Southern Vietnam

The report has also provided a comprehensive analysis of all the major regional markets, which include Northern Vietnam, Central Vietnam, and Southern Vietnam.

Competitive Landscape:

The market research report has also provided a comprehensive analysis of the competitive landscape. Competitive analysis such as market structure, key player positioning, top winning strategies, competitive dashboard, and company evaluation quadrant has been covered in the report. Also, detailed profiles of all major companies have been provided.

Vietnam Call Center AI Market News:

• In August 2025, LG CNS, a South Korean IT solutions provider according to Korean media, disclosed plans to build a hyperscale artificial intelligence data center (AIDC) in Vietnam under the LG Group. During the Korea-Vietnam Business Forum in Seoul, the Korean company signed a Memorandum of Understanding (MoU) with Korea Investment Real Asset Management and Vietnam Posts and Telecommunications Group (VNPT) to move forward with the construction of the AI facility. Hyun Shin-gyoon, CEO of LG CNS, described the deal as a major step to accelerate Vietnam's digital transformation and an improvement of their data center operations.

Vietnam Call Center AI Market Report Coverage:

Key Questions Answered in This Report:

• How has the Vietnam call center AI market performed so far and how will it perform in the coming years?
• What is the breakup of the Vietnam call center AI market on the basis of component?
• What is the breakup of the Vietnam call center AI market on the basis of deployment mode?
• What is the breakup of the Vietnam call center AI market on the basis of mode of channel?
• What is the breakup of the Vietnam call center AI market on the basis of enterprise size?
• What is the breakup of the Vietnam call center AI market on the basis of application?
• What is the breakup of the Vietnam call center AI market on the basis of industry vertical?
• What is the breakup of the Vietnam call center AI market on the basis of region?
• What are the various stages in the value chain of the Vietnam call center AI market? 
• What are the key driving factors and challenges in the Vietnam call center AI market?
• What is the structure of the Vietnam call center AI market and who are the key players?
• What is the degree of competition in the Vietnam 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 Vietnam call center AI market from 2019-2033.
• The research report provides the latest information on the market drivers, challenges, and opportunities in the Vietnam call center AI market.
• 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 Vietnam 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.