Improved customer experience and customer response time along with increased data analytical capabilities drive the growth of the global call center AI market. However, high installation and training costs along with privacy and security concerns restrain the market growth. On the other hand, increase in interest of call center companies in advanced technologies and surge in penetration of social media platforms present new opportunities in the coming years.
The global Call Center AI Market generated $959.80 million in 2020, and is expected to reach $9.94 billion by 2030, registering a CAGR of 26.3% from 2021 to 2030.
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The report offers detailed segmentation of the global call center AI market based on component, deployment, industry vertical, and region.
Based on industry vertical, the telecom segment accounted for the largest share in 2020, contributing to around two-fifths of the total share of the global call center AI market, and is expected to maintain its dominant share during the forecast period. However, the healthcare segment is estimated to witness the largest CAGR of 32.4% from 2021 to 2030.
Based on component, the solution segment held the highest share in 2020, accounting for more than three-fifths of the total share, and is expected to continue its leadership status during the forecast period. However, the service segment is expected to manifest the highest CAGR of 29.3% from 2021 to 2030.
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Based on region, North America contributed to the highest share in 2020, accounting for more than two-fifths of the total share, and is expected to maintain its lead position in terms of revenue by 2030. However, Asia-Pacific is estimated to portray the fastest CAGR of 29.2% during the forecast period.
List of companies profiled of the global Call Center AI Industry analyzed in the research include Artificial Solutions International AB, Microsoft Corporation, IBM Corporation, Amazon Web Services, Oracle Corporation, Google, SAP, NICE inContact, Avaya, and Nuance Communications, Inc.
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Covid-19 Scenario:
- The adoption of advanced call center software solutions increased during the Covid-19 pandemic due to rise in need for enterprises to upgrade legacy infrastructure and develop a more agile approach for customer engagement.
- The success of customer engagement has always been dependent on the accuracy and speed of request addressing. With implementation of call center AI, organizations were able to strengthen their customer relations during such challenging times.
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