The global call center Al market will grow at a compound annual growth rate (CAGR) of more than 23.44% during the forecast period from 2021-2027.
AI (Artificial Intelligence) for call centers is a specialized application of AI for customer engagement that assists in automating the operation of the business. In most cases, customers communicate with each other to solve their problems without the assistance of specialized agents. A computer's artificial intelligence can suggest possible solutions to their problem. If the complications persist, then a human agent will receive the complaint.
Factors Affecting
- An emerging trend in the call center AI market is the increase in data generation by companies. This factor acts as one of the major driving forces of market growth.
- Social media engagement by customers and leveraging artificial intelligence to enhance customer support services are driving the market's growth.
- In addition, various trending technologies such as IoT devices, 5G, and cloud-based arrangements provide cost-efficiency and adaptability, further influencing the market.
- Urbanization, digitization, and acceptance of advanced technologies are positive influences in the call center AI market. In addition, the integration of gesture recognition with a CHATBOTS or IVAS based on artificial intelligence and advances in AI and machine learning are extending lucrative opportunities to market players.
- There are a number of factors expected to obstruct market growth, including concerns about data privacy and security and the preference for a live chat over a chatbot. Over the forecast period, call center AI will face challenges because of unsupervised learning and the lack of skilled employees.
Regional Overview
A growing economy in the region is forecast to drive strong growth in the Asia-Pacific region during the forecast period. The country will also be an attractive market for AI companies that provide solutions for call centers, given the number of startups growing in the area.
Key Players
The leading prominent competitors profiled in the global call center Al market are:
- Inbenta Technologies Inc.
- Artificial Solutions
- Avaya Inc.
- Haptik, Inc.
- Zendesk
- Conversica, Inc.
- Rulai, Inc.
- Talkdesk, Inc
- Kore.ai, Inc.
- Pypestream Inc.
- Avaamo
- Creative Virtual Ltd.
- SmartAction LLC
- Bright Pattern, Inc.
- RankMiner
- Genesys Services Pvt Ltd.
- EdgeVerve Systems Limited
- Other Prominent Players
Scope of the Market
The global call center Al market segmentation focuses on Component, Deployment Type, Vertical, and Region.
Segmentation based on Component
- Compute Platforms
- Solutions
- Services
- Consulting
- System Integration and Deployment
- Support and Maintenance
Segmentation based on Deployment Type
Segmentation based on Vertical
- BFSI
- Retail and e-commerce
- Healthcare
- Telecom
- Media and Entertainment
- Travel and Hospitality
- Others
Segmentation based on Region
- North America
- The U.S.
- Canada
- Mexico
- Europe
- Western Europe
- The UK
- Germany
- France
- Italy
- Spain
- Rest of Western Europe
- Eastern Europe
- Poland
- Russia
- Rest of Eastern Europe
- Asia Pacific
- China
- India
- Japan
- Australia & New Zealand
- ASEAN
- Rest of Asia Pacific
- Middle East & Africa (MEA)
- UAE
- Saudi Arabia
- South Africa
- Rest of MEA
- South America
- Brazil
- Argentina
- Rest of South America
