Call Center AI Market Size, Share & Trends Analysis Report By Component, By Application, By Deployment, By Enterprise Size, By Industry, By Channel, By Region, And Segment Forecasts, 2022 - 2030

Report Overview

The global call center AI market size was valued at USD 1.16 billion in 2021 and is expected to expand at a compound annual growth rate (CAGR) of 22.7% from 2022 to 2030. The increasing demand for quality customer service is likely to drive the adoption of AI-centric solutions to improve call center practices. Businesses are also trying to improve customer relationships by offering omnichannel engagement platforms and providing better customer service. The above trend of transitioning to new call center AI solutions from traditional business operations offers promising growth opportunities for the market.

The rise of the global call center AI market has been spurred by the emergence of numerous innovative technologies driven by COVID-19. Development in control compliance suite (CCSBot), omnichannel solutions, and quality assurance technology contribute to the increasing adoption of call center AI. Service providers offer advanced call center solutions that deliver a consistent customer experience across all channels to enhance customer engagement. AI in the call center is likely to provide a hyper-personalized customer experience expected to fuel market growth.

Penetration of social media platforms offers call center AI service providers lucrative opportunities. Predictive call routing, interactive voice response (IVR), call analytics, emotional intelligence, and conversational AI are some of the trending applications of AI in the call center software industry. Call centers can deploy AI-based chatbots to interact with customers via social media platforms. This facilitates people to get in touch with call center agents according to their convenience and get suitable responses to their queries from AI models.

Component Insights

The solutions segment accounted for the largest share of above 75% in 2021, attributed to the widespread use of chatbots, voice analysis software, and IVAs in many processes. Voice analysis software record the call center interaction and converts it into text transcripts. Speech analytics analyzes transcripts to interpret common themes in the call, which record keywords and monitor agent performance. Call center AI solutions allow financial institutions to interact with and improve customer experience, ideally reducing response time and increasing overall efficiency.

Demand for enhanced customer support services in retail, telecommunications, banking, healthcare, financial services, and insurance is expected to fuel the demand for the call center artificial intelligence market growth. Implementing AI-based software and bots in a call center is likely to improve the issue-handling processes and engage an agent's attention and excitement to work in a hectic atmosphere. It assists the service provider in reducing workload by delegating some basic tasks. AI algorithms prefill data in the ticketing tool while documenting a ticket using memories.

Application Insights

The predictive call routing segment accounted for a market share of over 24% in 2021. The rising demand for emotion detection through speech to analyze emotional states is one of the significant factors influencing the market. Emotional AI is likely to emerge as a prominent trend in the global market. Sentiment analysis, a sub-segment of emotional AI, is likely to emerge as the fastest-growing technological trend in the call center AI market.

For instance, in January 2021, Uniphore acquired the Emotion research lab. This software-providing company uses artificial intelligence (AI) and machine learning (ML) technology to analyze human behavior using facial emotion recognition over video calls. Through this acquisition, the Uniphores platform will use machine learning (ML), artificial intelligence (AI), and automation to analyze. That extract and make recommendations based on real-time data not only of what is being said but also of a person's facial expression and eye movement.

Rising demand for AI-powered omnichannel delivery, lower chatbot development costs, and customer support services are the major factors influencing the growth of the conversational AI market. Furthermore, the increasing adoption of AI-powered chatbots that stays connected and notified during COVID-19, as well as the increased focus on customer engagement, are significant factors driving the value of the conversational AI offerings, which are projected to provide opportunities for business in various industries in the conversational AI market.

The primary obstacles in the conversational Al industry are the lack of accuracy in virtual assistants and chatbots and preserving business continuity during the COVID-19 pandemic. Furthermore, the lack of awareness regarding conversational AI solutions and the inability to identify consumer intent and respond effectively are major market restraints. 

Deployment Insights

The on-premises segment dominated the market with over 58% share in 2021. On-premises deployment of AI solutions and services allows enterprises and corporations to customize and implement AI models. The on-premises deployment also enables companies to practice efficient safety and security practices regarding consumer data, thus improving the system's security and offering a more secure ecosystem to deal with consumer data. On-premises call center AI solutions are deployed more extensively by small and medium enterprises owing to ease in deployment and control offered by on-premises systems, thus offering promising growth opportunities for the industry.

Based on deployment, the cloud segment is projected to register the largest market share during the forecast period. The cloud segment is growing as interactive voice response (IVR) solutions for quickly resolving queries over phone calls are becoming increasingly popular. Customers can use software to resolve product-related issues instead of calling customer service. Furthermore, increased workplace integration of new systems with existing ones and a rapid increase in demand for the implementation of new call center software are expected to fuel the growth of this segment.

Enterprise Size Insights

The large enterprise segment dominated the market with a market share of above 75% in 2021. Companies have accepted the usage of call center software, which has several advantages, including cost-effectiveness, increased sales deals, identifying urgent calls, boosting security, auto-recording, and more. Auto-recording allows an agent's cumulative performance calculation over time and provides feedback as needed for performance measurement. In the incident of a call-related dispute, listening to the recording can help you decide what course of action to take. The above factors are expected to boost demand for call center software in large enterprises.

The small and medium enterprise segment is expected to grow significantly between 2022 and 2030. Adopting call center software has benefited many global organizations and small and medium-sized businesses, and call center software is now required at every business level. For instance, Zendesk talk is a prominent software for SMEs. This software aims to improve the overall support process while avoiding unnecessary tasks. So that employees can concentrate on solutions, conversations, and other critical missions, agents will have access to the entire customer history and extra features such as automatic ticket creation and call recording.

Industry Insights

The BFSI segment captured the highest revenue share of above 20% in 2021. Implementing AI solutions in the banking ecosystem augment the quality and efficiency of call center interactions, thus enabling banks to offer better customer service. The ability of banking applications on mobile phones to contact call center agents according to the needs of people is promoting banking institutions to deploy AI voice assistants and AI chatbots. This helps them prioritize customer queries, thus reducing the workload of call center agents and aiding them in focusing on more critical customer queries.

The industry segment has further been segmented into retail, healthcare, IT & telecom, media & entertainment, etc. The retail segment captured a significant revenue share in 2021 and is expected to dominate during the forecast period. The rapid emergence of the retail industry has further aided in the growth of the global call center AI market. This can be accredited to the need of customers to understand several aspects related to product specifications, order placement, and other queries related to payments, replacements, and refunds.

Channel Insights

The phone segment accounted for the largest market share of over 40% in 2021. AI tools, such as emotional intelligence, recommend customer service representatives during a call. Call center technology providers could integrate sentiment analysis to understand a consumer's requirements, suggesting relevant suggestions to customers. Robust interactive voice response technology delivers the ability to handle multiple call center locations. Further, CRM and UCaaS integrations are most likely to be integrated with the IVR solutions that would contribute to market growth.

The chat segment is expected to register the highest CAGR by the end of the forecast period. Video chat and automated chats are becoming one of the call center technologies. Further, social media is likely to gain traction in the coming years, and AI can create social media posts and draft and target social ads. Additionally, it automates monitoring and handles customer queries. Due to the increasing social media network, AI usage has significantly reduced human costs and quickened processes. It has become imperative for companies to upgrade the way consumers reach and address their queries on social media platforms. 

Regional Insights

North America dominated the global market in 2021 with a revenue share of above 40%. The high revenue share can be accredited to the highly functional e-commerce industry, which offers growth opportunities for deploying AI-specific call center solutions. The rapid development of AI-based technology solutions in the U.S., owing to favorable government initiatives, also provides a conducive ecosystem for the growth of the call center artificial intelligence market. The presence of several global leaders in the contact center AI market, such as IBM Corporation, Google Inc., and Microsoft Corporation, offers companies several buying options, which is likely to expand the call center AI market size.

During the forecast period, Asia-Pacific is expected to have the highest growth rate. Massive investments in call center solutions by countries such as China, Japan, India, and the Philippines are fueling the market growth. Market expansion in the Asia Pacific is likely to accelerate the post-COVID-19 pandemic. India and the Philippines are anticipated to emerge as the preferred countries for setting up a call center. Companies including GE, Bharti Telecom, British Airways, and financial giants such as American Express, ICICI, and HDFC have deployed their call centers in India for better customer support.

Key Companies & Market Share Insights

Several BFSI, retail, and healthcare companies are gradually adopting AI-centric call center solutions, and this has prompted companies to offer call center AI solutions at competitive prices. For instance, IBM has been associated with Regions Bank Corporation (RBC) in the U.S. to provide its flagship technology, IBM Watson, to help improve investor relationships and client care for daily work. Local banking institutions also use IBM Watson to help representatives and support clients. Some prominent players in the global call center AI market include:

• IBM

• NICE

• Zendesk

• Bright Pattern

• SmartAction LLC

• Artificial Solutions

• SAP

• Oracle

• Avaya Inc.

• Jio Haptik Technologies Limited 

Call Center AI Market Report Scope

Global Call Center AI Market Segmentation

This report provides forecasts for revenue growth at the global, regional, and country levels and provides analyses of the latest industry trends in each of the sub-segments from 2017 to 2030. For this study, Grand View Research has segmented the global call center AI market report based on component, application, deployment, enterprise size, industry, channel, and region:

• Component Outlook (Revenue, USD Million, 2017 - 2030)

  • Solution

  • Services

    • Professional services

      • Training and Consulting

      • System integration and implementations

      • Support and Maintenance

    • Managed Services

• Application Outlook (Revenue, USD Million, 2017 - 2030)

  • Predictive Call Routing

  • Journey Orchestration

  • Quality Management

  • Sentiment Analysis

  • Workforce Management & Advanced Scheduling

  • Others

• Deployment Outlook (Revenue, USD Million, 2017 - 2030)

  • Cloud

  • On-premises

• Enterprise Size Outlook (Revenue, USD Million, 2017 - 2030)

  • Small & Medium Size

  • Large Enterprise

• Industry Outlook (Revenue, USD Million, 2017 - 2030)

  • BFSI

  • IT & Telecommunication

  • Healthcare

  • Retail & E-commerce

  • Energy & utilities

  • Travels & hospitality

  • Others

• Channel Outlook (Revenue, USD Million, 2017 - 2030)

  • Phone

  • Social Media

  • Chat

  • Email or Text

  • Website

• Regional Outlook (Revenue, USD Million, 2017 - 2030)

  • North America

    • U.S.

    • Canada

    • Mexico

  • Europe

    • U.K.

    • Germany

    • France

  • Asia Pacific

    • China

    • Japan

    • India

  • Central & South America

    • Brazil

  • Middle East and Africa (MEA)