Call Center AI Market Size - By Component (Solution, Services), End-user (BFSI, Retail & E-commerce, Telecom, Healthcare, Media & Entertainment, Travel & Hospitality), Deployment Model (On-premises, Cloud), Application & Global Forecast, 2024 - 2032
Published Date: April - 2025 | Publisher: MIR | No of Pages: 240 | Industry: Media and IT | Format: Report available in PDF / Excel Format
View Details Buy Now 2890 Download Sample Ask for Discount Request CustomizationCall Center AI Market Size
Call Center AI Market was worth USD 1.8 billion in 2023 and is anticipated to exhibit a CAGR of more than 19.8% from 2024 to 2032. The increasing expense of recruiting & retaining call center agents is one of the major drivers driving the market growth. With rising labor costs and agent attrition, companies will look for AI solutions to automate repetitive tasks, enhance efficiency, and better serve customers. AI chatbots, virtual agents, and speech recognition systems are diminishing the necessity for human interventions, resulting in cost savings and enhanced customer interactions.
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The growing need for better customer services is fueling the call center AI market size. Companies are employing AI technologies such as chatbots, Natural Language Processing (NLP), and sentiment analysis to effectively deliver exceptional customer experiences under tremendous pressure. AI-powered systems provide 24/7 assistance, rapid issue resolution, and customized interactions to satisfy the customer needs and increase satisfaction. As businesses focus on customer-centricity, the use of AI in call centers will continue to rise, thus propelling market growth.
| Report Attribute | Details |
|---|---|
| Base Year | 2023 |
| Call Center AI Market Size in 2023 | USD 1.8 Billion |
| Forecast Period | 2024 to 2032 |
| Forecast Period 2024 to 2032 CAGR | 19.8% |
| 2032 Value Projection | USD 8.6 Billion |
| Historical Data for | 2018 – 2023 |
| No. of Pages | 300 |
| Tables, Charts & Figures | 344 |
| Segments covered | Component, deployment model, application, and end-user |
| Growth Drivers |
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| Pitfalls & Challenges |
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What are the growth opportunities in this market?
The major stumbling block for virtual assistants and AI-driven chatbots in call centers is making the customers believe that they can get the job done. Customers are concerned that the AI will fail or not understand them, and therefore may resist speaking to an AI-driven chatbot or virtual assistant. Companies must establish confidence in their AI systems in order to overcome this. To establish trust, businesses ought to employ AI-based solutions that will provide accurate and consistent responses. They should be transparent about when they are using AI and simplify the process by which customers can switch to a live agent should they want to. Through doing so, businesses can provide a good experience for customers and render them more disposed towards utilizing AI-based services.
COVID-19 Impact
The COVID-19 pandemic had a positive effect on the call center AI market as it expedited the demand for automation & remote customer service solutions. The pandemic made companies struggle with higher call volumes, remote work issues, and an increased demand for contactless customer interactions. Call center AI technology plays a crucial role in solving these problems since it provides scalable & effective solutions for managing customer queries, minimizing wait times, and maintaining business continuity. This crisis highlighted the need for AI-powered automation in call centers, resulting in greater product adoption and industry growth.
Call Center AI Market Trends
AI-driven virtual agents are a growing trend in the call center AI market because they have a revolutionary effect on customer services. Such virtual agents, driven by cutting-edge Natural Language Processing (NLP) and Machine Learning (ML) technology, are able to process repetitive customer queries rapidly & efficiently, thus allowing for the release of human agents to perform more complex functions. They provide 24/7 accessibility, response consistency, and high call volume handling capabilities. With businesses focusing on cost-effectiveness & efficiency, AI virtual agents are increasingly becoming the key to providing better customer experiences while maximizing operational resources, and hence are a leading trend in the market.
Omnichannel support is a growing trend in the call center AI market due to the demand for combined & cohesive customer experiences. Companies are increasingly embracing AI solutions to bring customer support across various communication channels such as voice, chat, email, and social media. This trend provides consistent & personalized interactions irrespective of the channels customers select. AI-driven omnichannel solutions facilitate effective issue resolutions, minimize customer frustrations, and improve overall satisfaction. As customer expectations evolve, the adoption of AI for omnichannel support will become crucial for businesses striving to deliver superior services and retain customer loyalty.
For example, in March 2023, Sprinklr introduced 120 new customer service features and 25 AI innovations to advance its omnichannel customer services. These innovations are aimed at simplifying & optimizing customer interactions across channels, thus enabling businesses with cutting-edge tools to provide superior customer experiences and effectively manage customer support operations.
Call Center AI Market Analysis
Learn more about the key segments shaping this market
Based on component, the solutions segment held over 60% of the market share in 2023, due to the increasing demand for versatile & specialized AI tools. This includes AI-powered chatbots, virtual agents, voice recognition, and analytics platforms. As businesses seek to improve customer services, automate routine tasks, and gain insights from call data, they will invest in these AI components. The flexibility & scalability of such solutions enables companies to tailor their call center operations efficiently, thereby resulting in enhanced customer experiences and operational efficiency; this will contribute to segment growth.
For instance, in February 2023, Bharti Airtel entered into a partnership with Nvidia to develop an AI-based speech analytics solution to enhance customer experiences in its contact centers. This collaboration will improve the efficiency of call center agents and provide better services to customers while minimizing computing costs. The solution uses AI to analyze & optimize inbound calls, thereby ensuring smoother interactions as well as greater satisfaction for both agents and callers.
Learn more about the key segments shaping this market
Based on deployment model, the cloud segment accounted for 40% of the call center AI market share in 2023, owing to its inherent advantages. Cloud-based AI solutions offer scalability, flexibility, and cost-efficiency. They allow businesses to swiftly adopt & scale AI technologies without the need for extensive infrastructure investments.
Furthermore, cloud-based deployments enable seamless integration with existing systems and provide real-time updates; this ensures that call center operations stay agile and up-to-date with the latest AI advancements. In an era where remote work and accessibility are crucial, the cloud deployment model facilitates remote access to AI tools, making it an attractive choice for businesses aiming to enhance customer support efficiency and deliver superior experiences. As the demand for scalable & accessible AI solutions continues to grow, the cloud segment will experience substantial growth in the market.
Looking for region specific data?
North America call center AI market recorded around 30% of the revenue share in 2023. The region boasts of a mature tech ecosystem, with many businesses being eager to adopt AI-driven customer service solutions to enhance efficiency and customer experiences. Additionally, a strong focus on innovations as well as research & development initiatives is fueling AI advancements. Furthermore, regulatory frameworks and a competitive landscape are encouraging investments in AI technologies.
As customer expectations evolve, North America's adoption of AI solutions in call centers will continue growing; this is poised to drive market expansion and technological innovations. For instance, in September 2023, Google invested USD 20 million to support the responsible development of AI. This funding initiative will promote responsible AI practices, thereby ensuring that AI technologies in call centers are deployed ethically as well as in a manner that enhances customer satisfaction and operational efficiency.
Call Center AI Market Share
The major companies operating in the call center AI industry are
- IBM Corporation
- Google LLC
- Microsoft Corporation
- Oracle Corporation
- SAP SE
- Amazon Web Services
- Genesys
These companies are focused on strategic partnerships, new product launches, and commercialization efforts for market expansion. They are also heavily investing in research ideas to introduce innovative products and garner the maximum market revenue.
Call Center AI Industry News
- In September 2023, Intradiem launched an innovative AI-powered solution that predicts contact center agent attrition, thereby allowing companies to proactively address the employee retention challenges. Attrition prediction helps call centers maintain a stable workforce, thereby reducing the need for frequent agent recruitment & training. Consequently, it enables call centers to deliver more consistent & efficient customer services, thereby aligning with the market focus on improving operational effectiveness and customer experiences.
The call center AI market research report includes in-depth coverage of the industry, with estimates & forecast in terms of revenue (USD Billion) from 2018 to 2032, for the following segments
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Market, By Component
- Solution
- Services
- Professional services
- Managed services
Market, By Deployment Model
- On-premises
- Cloud
Market, By Application
- Workforce optimization
- Predictive call routing
- Journey orchestration
- Agent performance management
- Sentiment analysis
- Appointment scheduling
Market, By End-user
- BFSI
- Retail & e-commerce
- Telecom
- Healthcare
- Media & entertainment
- Travel & hospitality
- Others
The above information has been provided for the following regions and countries
- North America
- U.S.
- Canada
- Europe
- UK
- Germany
- France
- Italy
- Spain
- Russia
- Asia Pacific
- China
- India
- Japan
- South Korea
- Southeast Asia
- ANZ
- Latin America
- Brazil
- Mexico
- Argentina
- MEA
- UAE
- Saudi Arabia
- South Africa
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