Call Center AI Market Revenue, Top Companies, Report 2032

Published Date : 19 Jun 2024

Call Center AI Market Revenue and Opportunity

The global call center AI market revenue was valued at USD 2.62 billion in 2023 and is poised to grow from USD 3.23 billion in 2024 to USD 17.05 billion by 2032, at a CAGR of 23.12% during the forecast period 2023 - 2032. The continuously rising demand for good quality customer service is one of the most significant factors driving the call center AI market. Businesses are also putting high efforts into improving customer relationships by managing the best quality customer care support.

Call Center AI Market Statistics

Market Overview

The call center AI market deals with incorporation of AI in call center designed for customer experience that helps to understand customers’ viewpoints or issues in any business. Without any involvement of any agent customers can call to raise their concerns and with the help of artificial intelligence their issues can be resolved. AI solves all the issues raised by the customer and in case any issue is out of the command that is fed on the app then that is forwarded to the human agent. Call center AI demand anticipation is encouraged after the appearance of multiple revolutionary techniques. Many service providers give modern call center solutions that convey sustained customer contact over all the channels to amplify customer commitment. Artificial Intelligence in the call center is anticipated to serve a hyper-customized customer service with a prediction to boost the market exponentially.

Call Center AI Market Emerging Trends

  • With increasing internet access resulting in advanced technology and fast fast-growing world people need quick solutions to the issues they face which is rising the trend of AI call centers.
  • Growing requirement for call centers in every field like health care, electronics, beauty, and every other field. This growth in call centers for quick action toward customers’ satisfaction raising this trend of AI-based call centers.
  • Adoption of NLP (Natural Language Process) to give customers convenience in conveying their issues in their language for better understanding to progress operational efficacy.

Rising demand for cloud-based call center solutions driving the call center AI market

Due to these cloud-based call center solutions, there is flexibility, scalability, and cost-effectiveness in setting up a call center to grow business. With the growing variety of business requirements of call centers are also increasing and this high demand is driving the AI-based market and hence extending the call center AI market. Due to cloud-based it's easy to collect data regarding customers' issues anytime at any place and hence it's easy to work on those to grow the business. Cloud-based call centers can be set up anywhere it is specific area-free, human-free, and hassle-free cost-effective call centers.

Call centers AI such as chatbots and intelligent Virtual Assistants (IVA) can engage the customers by saving offers and dragging the deal for sales representatives to give it a personal touch and close. It can scale up as per requirement, can be integrated easily with other systems, and can open the opportunity for remote work all these factors together drive this call center AI market. With AI functioning it enhances customers’ experience by offering them advanced level analytics.

Rising requirement to automate customer service

In call centers Consumer care executives are producing closer customer relationships to continue long-term worth for companies. According to the research, approximately more than 65% of businesses are refining their data study, which is important for presuming a better customer understanding. Now industries and companies have gained more access to improved client data for enhanced practices owing to artificial intelligence and machine learning (ML) skills. For example, artificial intelligence social media can rapidly help consumers to resolve their glitches. Corporate development automation will also expand the complete organizational performance of operatives and quickness by providing useful data for customer understanding.

Data safety and confidentiality worries and preference for online conversation done on chatbots are a few of the main features amongst others that are anticipated to hinder the development of the call center AI market. Lack of unverified knowledge and capable employees are likely to encounter the market in the predicted period of 2024-2033.

Call Center AI Market Highlights

Report Attribute Key Statistics
Market Revenue in 2024 USD 3.23 Billion
Market Revenue by 2032 USD 17.05 Billion
Market CAGR 23.12% from 2023 to 2032
Quantitative Units Revenue in USD million/billion, Volume in units
Largest Market North America
Base Year 2023
Forecast Period 2024 to 2033
Regions Covered North America, Europe, Asia-Pacific, Latin America, and Middle East & Africa

 

Top Companies in Call Center AI Market

  • IBM
  • SAP
  • Avaya
  • Google Microsoft
  • NICEinCONTACT
  • Oracle
  • Artificial Solutions
  • AWS
  • MDY BPO
  • Gradient AI
  • Zendesk
  • WNS
  • Avaamo, INC
  • Talkdesk
  • Infosys
  • EXL Service
  • Convergys

Recent Development by Talkdesk

  • Talkdesk helps organizations to rapidly scale their contact centers with AI and no code development. In October 2023, it expanded its agent-assist and self-service suits with the help of Generative AI.

Recent Development by Zendesk

  • Zendesk is a service-first CRM company that provides all kinds of software for customer support services. In May 2024, it unveiled a comprehensive service solution in the AI era at its related global conference in Bangalore.

Regional Insights

North America held the largest stake in the call center AI market in 2023. North America is growing business automation among all other industries. The fast-technical growth and the existence of global vendors inside the area will probably enhance the market development. The growing smartphone adoption and rising concern of customers to know all about their concerns are driving the market rapidly. Growing involvement in social media is boosting the necessity of AI in the call center to make profitable businesses with better support from customers.

Asia-Pacific is estimated to grow at the fastest rate throughout the predicted period of 2024-2033 due to financial development in this area. The existence of main market companies and the enlarged expenditure on call centers to offer effective facilities across businesses will likely push market development in the region. The continuous demand for better customer service is compelling businesses to own AI-based call centers and hence driving the call center AI market. Similarly, India and the Philippines are expected to arise as the most-liked destinations for planning a call center. Corporations like GE, British Airways, Bharti Telecom, and financial giants like American Express, HDFC, and ICICI have organized their call centers based in India for improved customer provision. Consequently, Call Center AI manufacturers are grabbing this chance to cover the way in the local market.

Market Potential and Growth Opportunity

Advancement of AI and ML-based techniques to facilitate real-time Problem-Solving Customer Insights

Worldwide industries are progressively dedicated to improving AI and ML techniques for customer experience and to staying updated in this technologically competitive market. The AI-based solutions are observed to solve a wide-scale problem with the help of applications such as bots, predictive and prescriptive models, speech recognition, etc. Various rising countries are observing population changes because of the impact of social media accessibility and its importance. So, it is becoming compulsory for all industries to upgrade call centers to reach their customers and solve their concerns in an advanced way.

Analytical and systematic AI software can carry faster resolutions and results by skimming customer issues from records quicker than other systems. The transition in call centers from human agents to AI call centers clearly showed promising growth that is driving the call center AI market. This can save a generous amount of time for both the consumer and the company. According to this, the demand for call center AI market is expected to expand in the upcoming years.

Call Center AI Market News

  • In March 2024, Huawei released the financial AI-based contact center solution 2.0 to empower the global financial industry to reduce costs and improve efficiency for the financial industry.
  • In August 2023, Ezra AI launched a new Call Centre AI solution to allow restaurants to enhance their customer experience and operational efficiency.

Market Segmentation

By Component

  • Services
  • Solutions
  • Managed Services

By Deployment

  • Cloud
  • On-premises

By Application

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

By Enterprises

  • Large Scale
  • Small & Medium Scale

By End-User Industry

  • IT & Telecommunication
  • Healthcare
  • Retain & E-commerce
  • Energy & Utilities
  • BFSI
  • Travels and Hospitality
  • Others

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