Authored By: Sarah
20 Nov 2023

Call Center AI Market Size to Grow by USD 2.72 Bn at a CAGR of 22.42% Between 2022 and 2027

The call center AI market share is expected to grow at a CAGR of 22.42% between 2022 and 2027. The rising adoption of cloud-based call centers and the integration of chatbots for better turnaround times provide a promising ground for the call center AI market. 

The rising adoption of cloud-based call centers is the key factor driving the global call center AI market growth. Cloud-based call centers are flexible because they can quickly adapt to changing business needs and can be integrated with third-party applications using an open application programming interface (API). With cloud-based call centers, enterprises can aggregate customer data and the history of previous queries, which can help them understand customer preferences. 

Browse Technavio's 178-page report and in-depth TOC on "Call Center AI Market by end-user (BFSI, retail and e-commerce, IT and telecom, media and entertainment, and others), channel (phone, chat, email or text, social media, and website), and geography (North America, APAC, Europe, South America, and Middle East and Africa).

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Snapshot of Call Center Artificial Intelligence (AI) Market Analysis


BFSI Segment to be the Fastest-Growing Call Center AI Market Segment 

The call center AI market is segmented by end-user (BFSI, retail and e-commerce, IT and telecom, media and entertainment, and others), channel (phone, chat, email or text, social media, and website), and geography (North America, APAC, Europe, South America, and Middle East and Africa). 

Banks are implementing chatbots to provide the best value and services to their customers. The BFSI sector has been an early adopter of call center AI technologies due to its large customer base globally. North America is estimated to contribute 37% to the growth of the global market during the forecast period. The increased use and benefits of bots encourage companies in different sectors, such as the BFSI and retail, to invest in bots to enhance customer experience and ensure brand loyalty. 

Integration Issues Between Front-end and Back-end Knowledge Bases Pose a Significant Challenge 

Integration issues between front-end and back-end knowledge bases are a major challenge to the global call center AI market growth. Vendors should seamlessly integrate multiple IT systems in organizations along with bots with the help of the IT team, which has the technical expertise to manage IT infrastructure. Such factors may hinder the growth of the market during the forecast period. 

Major Call Center AI Market Core Companies

Some of the major call center AI market players are Alphabet Inc., Amazon.com Inc., Artificial Solutions International AB, Avaamo Inc., Avaya Holdings Corp., Conversica Inc., Creative Virtual Ltd., EdgeVerve Systems Ltd., Inbenta Holdings Inc., Jio Haptik Technologies Ltd., Kore.ai Inc., Microsoft Corp., NICE Ltd., Nuance Communications Inc., Oracle Corp., Pypestream Inc., Rulai, SAP SE, Talkdesk Inc., and Zendesk Inc.

  • amazon.com - The company offers call center AI solutions that provides a unified set of ML-enabled capabilities for managing customer and agent experience.
  • artificial-solutions.com- The company offers call center AI solutions that allows enterprises to create advanced dialogue systems that utilize memory, personal preferences, and contextual understanding to deliver a proactive natural language interface.
  • avaamo.ai- The company offers call center AI solutions to automate the inbound and outbound calls, analyze interactions, manage higher call volume, and improve NPS.

Download our best-selling report on Call Center Artificial Intelligence (AI) Market for highlights on the market size, growth momentum, regional growth opportunities, vendor analysis, and other factors influencing the market growth.   

Key Data Covered in the Call Center AI Market Report  

  • Precise market size estimation during the forecast period 2023-2027. 

  • CAGR of the call center AI market forecast during 2023-2027.  

  • Market-level data on units, average selling prices, and values of the call center AI market share.  

  • Prediction of the upcoming trends, drivers, and factors that challenge the call center AI market.  

  • Call center AI market growth across North America, APAC, Europe, South America, and Middle East and Africa.

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