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Call Center AI Market

Global Call Center AI Market Size, Share & Trends Analysis Report by Deployment Type (On-Premises and Cloud-Based), by Industry (BFSI, Retail & E-Commerce, IT & Telecom, Media & Entertainment, Travel, and Hospitality and Others), and Forecast 2019-2025
    Update Available - Forecast 2024-2030   

Published: Jul 2023 | Report Code: OMR2019979 | Category : Advanced Technologies | Delivery Format: /

The global call center AI market is projected to have a significant CAGR of 23.5% during the forecast period. The market growth is mainly driven by the growing adoption of AI in enterprises coupled with increasing consumer data in retail & e-commerce. This AI technology is being embedded for customer support in various sectors including, IT and Banking, financial services and insurance (BFSI), retail, and others. With AI, data can be analyzed by the computer to learn accurately from the existing available raw data. The AI technology can be integrated into the existing system to take or suggest accurate decisions through enhanced use of a logical set of algorithms with ultra-fast speed computing, resulting in the improvement of system efficiency and effectiveness. 

Segmental Outlook  

The global call center AI market is classified on the basis of deployment type and end-user. Based on the deployment type, the market is further segmented into on-premises and cloud-based. The cloud-based segment is projected to grow significantly during the forecast period. Increasing adoption of cloud-based services has been observed across several application areas, such as BFSI and retail among others to improve flexibility and scalability of their business performance and to lower the cost. For the enterprises, the flexibility and scalability, liability and data confidentiality are the significant complications, the demand for cloud-based call center AI solutions are growing for their businesses. The industry segment is classified into BFSI, retail & e-commerce, IT & telecom, media & entertainment, travel & hospitality, and others. IT & Telecom industry segment is estimated to grow considerably during the forecast period.   

Global Call Center AI Market Share by Industry, 2018 (%)

Global Call Center AI Market Share by Industry

Global call center AI market to be driven by the BFSI industry

The BFSI industry is projected to contribute significant share in the market due to the high volume of customer data coupled with the integration of AI-based customer support systems. The applications of AI in banking involve developing proactive risk management systems and achieving productivity gains. The banking sector leads the way in the incorporation of new emerging technologies and innovations. The volume of data generated in the bank is quite large. In the last few years, the data generation has increased significantly to trillions of gigabytes. Numerous global financial institutions have incorporated AI to enhance product/service personalization and customer engagement. With AI-powered automation, labor-intensive work such as documentation, compliance reporting, and new customer onboarding communications can become highly efficient and accurate that further increase the demand for call center AI in the BFSI industry.

Regional Outlook 

Geographically, the global call center AI market is further classified into North America, Europe, Asia-Pacific and the Rest of the World. Asia-Pacific is estimated to have considerable market growth in the global market during the forecast period. The call center AI in the Asia-Pacific region is largely driven by the investment from the private technology company towards AI development owing to the availability of economical workforces coupled with large volume and a broad range of consumer data generated in the various industries such as retail & e-commerce, BFSI, and others. A large amount of data produced enables AI systems to generate more sophisticated insights, thus, offering companies to reduce costs, scale operations, improve productivity and enhances more targeted products and services to consumers. 

Global Call Center AI Market Growth, by Region 2019-2025

Global Call Center AI Market Growth, by Region

North America has a significant share in the global call center AI market

North America is projected to have a significant market share in the global market during the forecast. The region has well-developed information communication technology (ICT) and employs the adoption of a large number of connected devices. Presence of major AI manufacturers in North America in terms of revenue, which include Microsoft Corp., IBM Corp., and Google LLC. These major players in the region are applying machine learning to improve customer support that further encourages the trend towards AI technology for various applications. The favorable government initiatives in product development and innovation along with the collaboration between the private and government sector to develop AI technology in the region contribute to the market growth.   

Market Players Outlook

The key players in the call center AI market contributing significantly by providing advanced technology-based products and increasing their geographical presence across the globe. The key players of the market include Amazon Web Services, Inc., Google LLC, IBM Corp., Microsoft Corp., and SAP SE. The other market players include Artificial Solutions Holding Ash AB, Avaya Inc., Oracle Corp., Nuance Communications, Inc., Conversica, Inc., Kore.ai, Inc. Creative Virtual Ltd.  These market players adopt various strategies such as product launch, partnerships, collaborations, mergers, and acquisitions to sustain a strong position in the market. For instance, in June 2019 Avaamo, Inc., collaborated with Automation Anywhere to offer conversational AI to RPA customers that further increase the company’s market cap in the AI industry. 

The Report Covers

  • Market value data analysis of 2018 and forecast to 2025.
  • Annualized market revenues ($ million) for each market segment.
  • Country-wise analysis of major geographical regions.
  • Key companies operating in the global call center AI market. Based on the availability of data, information related to pipeline products, and relevant news is also available in the report.
  • Analysis of business strategies by identifying the key market segments positioned for strong growth in the future.
  • Analysis of market-entry and market expansion strategies.
  • Competitive strategies by identifying ‘who-stands-where’ in the market.   

1. Report Summary

1.1. Research Methods and Tools

1.2. Market Breakdown

1.2.1. By Segments

1.2.2. By Geography

2. Market Overview and Insights

2.1. Scope of the Report

2.2. Analyst Insight & Current Market Trends

2.2.1. Key Findings

2.2.2. Recommendations

2.2.3. Conclusion

2.3. Rules & Regulations

3. Competitive Landscape

3.1. Company Share Analysis

3.2. Key Strategy Analysis

3.3. Key Company Analysis

3.3.1. Amazon Web Services, Inc.

3.3.1.1. Overview 

3.3.1.2. Financial Analysis 

3.3.1.3. SWOT Analysis

3.3.1.4. Recent Developments

3.3.2. Google LLC

3.3.2.1. Overview 

3.3.2.2. Financial Analysis 

3.3.2.3. SWOT Analysis

3.3.2.4. Recent Developments

3.3.3. IBM Corp.

3.3.3.1. Overview 

3.3.3.2. Financial Analysis 

3.3.3.3. SWOT Analysis

3.3.3.4. Recent Developments

3.3.4. Microsoft Corp.

3.3.4.1. Overview 

3.3.4.2. Financial Analysis 

3.3.4.3. SWOT Analysis

3.3.4.4. Recent Developments

3.3.5. SAP SE

3.3.5.1. Overview 

3.3.5.2. Financial Analysis 

3.3.5.3. SWOT Analysis

3.3.5.4. Recent Developments

4. Market Determinants

4.1. Motivators

4.2. Restraints

4.3. Opportunities

5. Market Segmentation

5.1. Global Call Center AI Market by Deployment Type

5.1.1. On-Premises 

5.1.2. Cloud-based 

5.2. Global Call Center AI Market by Industry

5.2.1. BFSI

5.2.2. Retail & E-Commerce 

5.2.3. IT & Telecom

5.2.4. Media & Entertainment

5.2.5. Travel and Hospitality

5.2.6. Others  

6. Regional Analysis

6.1. North America

6.1.1. United States

6.1.2. Canada

6.2. Europe

6.2.1. UK

6.2.2. Germany

6.2.3. Italy

6.2.4. Spain

6.2.5. France

6.2.6. Rest of Europe 

6.3. Asia-Pacific

6.3.1. China

6.3.2. India

6.3.3. Japan

6.3.4. Rest of Asia-Pacific 

6.4. Rest of the World

7. Company Profiles

7.1. Amazon Web Services, Inc.

7.2. Artificial Solutions Holding Ash AB

7.3. Avaamo, Inc.

7.4. Avaya, Inc.

7.5. Conversica, Inc.

7.6. Creative Virtual, Ltd.

7.7. EdgeVerve Systems, Ltd.

7.8. Google, LLC

7.9. Haptik, Inc.

7.10. IBM Corp. 

7.11. Inbenta Holdings, Inc.

7.12. Kore.ai, Inc.

7.13. Microsoft Corp.

7.14. NICE, Ltd.

7.15. Nuance Communications, Inc.

7.16. Oracle Corp.

7.17. Pypestream, Inc.

7.18. Rulai, Inc.

7.19. SAP SE

7.20. Talkdesk, Inc.

7.21. Zendesk, Inc. 

1. GLOBAL CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT TYPE, 2018-2025 ($ MILLION)

2. GLOBAL ON-PREMISES CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)

3. GLOBAL CLOUD BASED CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)

4. GLOBAL CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY INDUSTRY, 2018-2025 ($ MILLION)

5. GLOBAL CALL CENTER AI IN BFSI MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)

6. GLOBAL CALL CENTER AI IN RETAIL & E-COMMERCE MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)

7. GLOBAL CALL CENTER AI IN IT & TELECOM MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)

8. GLOBAL CALL CENTER AI IN MEDIA & ENTERTAINMENT MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)

9. GLOBAL CALL CENTER AI IN TRAVEL AND HOSPITALITY MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)

10. GLOBAL CALL CENTER AI IN OTHER INDUSTRY MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)

11. GLOBAL CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY GEOGRAPHY, 2018-2025 ($ MILLION)

12. NORTH AMERICAN CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2018-2025 ($ MILLION)

13. NORTH AMERICAN CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT TYPE, 2018-2025 ($ MILLION)

14. NORTH AMERICAN CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY INDUSTRY, 2018-2025 ($ MILLION)

15. EUROPEAN CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2018-2025 ($ MILLION)

16. EUROPEAN CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT TYPE, 2018-2025 ($ MILLION)

17. EUROPEAN CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY INDUSTRY, 2018-2025 ($ MILLION)

18. ASIA-PACIFIC CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2018-2025 ($ MILLION)

19. ASIA-PACIFIC CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT TYPE, 2018-2025 ($ MILLION)

20. ASIA-PACIFIC CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY INDUSTRY, 2018-2025 ($ MILLION)

21. REST OF THE WORLD CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT TYPE, 2018-2025 ($ MILLION)

22. REST OF THE WORLD CALL CENTER AI MARKET RESEARCH AND ANALYSIS BY INDUSTRY, 2018-2025 ($ MILLION)

1. GLOBAL CALL CENTER AI MARKET SHARE BY DEPLOYMENT TYPE, 2018 VS 2025 (%)

2. GLOBAL CALL CENTER AI MARKET SHARE BY INDUSTRY, 2018 VS 2025 (%)

3. GLOBAL CALL CENTER AI MARKET SHARE BY GEOGRAPHY, 2018 VS 2025 (%)

4. US CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

5. CANADA CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

6. UK CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

7. FRANCE CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

8. GERMANY CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

9. ITALY CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

10. SPAIN CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

11. ROE CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

12. INDIA CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

13. CHINA CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

14. JAPAN CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

15. REST OF ASIA-PACIFIC CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

16. REST OF THE WORLD CALL CENTER AI MARKET SIZE, 2018-2025 ($ MILLION)

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