Global Call Center AI Market Research Report – Analysis, Growth, Demand, Trends, Development and Forecast by 20204

The global call center AI market is expected to grow at a CAGR of 23.0% during the forecast period with its market size predicted to reach USD 2,896.5 million by 2024. Globally, call center AI industry players are leveraging market growth through product launches, partnerships, mergers & acquisitions, and geographic expansion. For example, in April 2019, Regions Financial Corporation partnered with International Business Machines Corporation to deploy AI solutions in its contact centers in order to enhance customer service experience and help bankers in their daily routine operations.

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Automatic speech recognition (ASR) category held the largest share in the call center AI market in 2018

On the basis of technology, the call center AI market is segmented into natural language processing, machine learning, automatic speech recognition, computer vision, video recognition, and others. Of all, automatic speech recognition (ASR) category held the largest share in the call center AI market in 2018. The growth of this segment is attributed to the fact that automatic speech recognition helps in creating more accurate customer database, which in turn, helps the companies in forecasting customer behavior and achieving high customer satisfaction.

Based on deployment, the call center AI market is categorized into cloud-based and on-premises. Of all, cloud-based category held the larger share in the call center AI market in 2018.

Geography Insight

Geographically, North America has accounted for the largest share in call center AI market, globally and is predicted to grow significantly during the forecast period. The growth of this market is attributed towards the existence of a large number of established players in the U.S., increasing number of investments related to adoption of AI, and increasing preference for automated work operations in call centers in the region.

Competitive Insight

Some of the key players operating in the global call center AI market are Amazon Web Services Inc., Microsoft Corporation, Google LLC, International Business Machines Corporation, Oracle Corporation, Cogito Corporation, SmartAction LLC, Five9 Inc., Avaya Inc., NICE inContact, Talkdesk Inc., Zendesk Inc., Nuance Communications Inc., Haptik Inc., and SAP SE.

Global Call Center AI Market Coverage

Component Insight and Forecast 2014-2024

Solutions
    Chatbot
    Intelligent Virtual Assistant (IVA)
    Intelligent Interactive Voice Response (IVR) System
Services
    Professional
    Managed

Deployment Insight and Forecast 2014-2024

On-Premises
Cloud-Based

Vertical Insight and Forecast 2014-2024

Banking, Financial Services, and Insurance (BFSI)
Retail and E-commerce
Healthcare
Telecom
Media and Entertainment
Energy & Utilities
Oil & Gas
Government
Others

Technology Insight and Forecast 2014-2024

Natural Language Processing
Machine Learning
Automatic Speech Recognition
Computer Vision
Video Recognition
Others

Geographical Segmentation

Call Center AI Market by Region

North America

By Component
By Deployment
By Vertical
By Technology
By Country – U.S., Canada, and Mexico

Europe

By Component
By Deployment
By Vertical
By Technology
By Country – Germany, U.K., France, Italy, Russia, and Rest of Europe

Asia-Pacific (APAC)

By Component
By Deployment
By Vertical
By Technology
By Country – China, Japan, India, South Korea, Australia, and Rest of Asia-Pacific

Rest of the World (RoW)

By Component
By Deployment
By Vertical
By Technology
By Country – Brazil, Saudi Arabia, South Africa, U.A.E., Turkey, and Other Countries

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