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.
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.
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
Intelligent Virtual Assistant (IVA)
Intelligent Interactive Voice Response (IVR) System
Deployment Insight and Forecast 2014-2024
Vertical Insight and Forecast 2014-2024
Banking, Financial Services, and Insurance (BFSI)
Retail and E-commerce
Media and Entertainment
Energy & Utilities
Oil & Gas
Technology Insight and Forecast 2014-2024
Natural Language Processing
Automatic Speech Recognition
Call Center AI Market by Region
By Country – U.S., Canada, and Mexico
By Country – Germany, U.K., France, Italy, Russia, and Rest of Europe
By Country – China, Japan, India, South Korea, Australia, and Rest of Asia-Pacific
Rest of the World (RoW)
By Country – Brazil, Saudi Arabia, South Africa, U.A.E., Turkey, and Other Countries
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