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市场调查报告书
商品编码
1666524

呼叫中心 AI 市场机会、成长动力、产业趋势分析与 2025 - 2034 年预测

Call Center AI Market Opportunity, Growth Drivers, Industry Trend Analysis, and Forecast 2025 - 2034
出版日期: | 出版商: Global Market Insights Inc. | 英文 164 Pages | 商品交期: 2-3个工作天内

价格
简介目录

2024 年全球呼叫中心 AI 市场价值为 21 亿美元，预计 2025 年至 2034 年期间将以 18.9% 的复合年增长率大幅增长。随着企业努力保持竞争力，将人工智慧 (AI) 融入呼叫中心营运正在成为关键的差异化因素。向人工智慧的转变不仅是一种趋势，也是公司与客户互动方式的根本转变。人工智慧驱动的解决方案透过自动化日常任务、提供即时回应以及分析大量资料来即时预测和满足客户需求，彻底改变了客户服务。结果是提高了效率、降低了营运成本并增强了客户满意度，这些对于在当今快节奏的商业环境中保持领先地位至关重要。

呼叫中心 AI 市场 - IMG1

预测分析、劳动力优化工具和自动化等人工智慧技术对于简化呼叫中心营运至关重要。透过确保适当的人员配备水准并有效管理大量呼叫，人工智慧驱动的解决方案可让企业减少呼叫处理时间并提高首次呼叫解决率。这些进步不仅提高了营运效率，也提高了整体生产力。自动化是减少人为错误、降低管理成本和确保一致服务交付的关键，特别是在成本控制是优先考虑的行业。随着人工智慧解决方案的不断发展，其提高客户满意度并节省成本的能力将变得更加明显。

市场范围
起始年份 2024
预测年份 2025-2034
起始值 21亿美元
预测值 113亿美元
复合年增长率 18.9％

呼叫中心 AI 市场主要分为两类：解决方案和服务。 2024 年，解决方案部门占据了 71% 的市场份额，预计到 2034 年将创造 92 亿美元的收入。企业越来越多地部署虚拟助理、聊天机器人、语音辨识系统和预测分析，以简化流程、降低营运费用并应对高通话量和代理商倦怠等常见挑战。这些 AI 解决方案还确保全天候支援可用性，帮助企业处理重复性任务而不会对团队造成过重负担。

在部署方面，市场分为内部部署和基于云端的模型。由于其可扩展性、成本效益和灵活性，基于云端运算的领域将在 2024 年占据 40% 的份额。云端解决方案消除了昂贵的基础设施投资的需要，并允许企业，尤其是中小型企业 (SME) 以无需高昂的前期成本来实施 AI 技术。此外，基于云端的平台提供远端存取并实现即时资料处理，使其成为在混合或远端工作环境中运营的组织的理想选择。

在美国，呼叫中心 AI 市场在 2024 年占据主导地位，占有 76% 的市场份额，预计到 2034 年将创造 102 亿美元的市场价值。对提升客户体验的日益关注和多个行业对自动化的不断增长的需求继续推动美国市场的成长。

目录

第 1 章：方法论与范围

  • 研究设计
    • 研究方法
    • 资料收集方法
  • 基础估计和计算
    • 基准年计算
    • 市场估计的主要趋势
  • 预测模型
  • 初步研究与验证
    • 主要来源
    • 资料探勘来源
  • 市场定义

第 2 章：执行摘要

第 3 章：产业洞察

  • 产业生态系统分析
    • 解决方案提供者
    • 技术提供者
    • 硬体製造商
    • 系统整合商
    • 最终用户
  • 供应商概况
  • 利润率分析
  • 技术与创新格局
  • 重要新闻及倡议
  • 监管格局
  • 衝击力
    • 成长动力
      • 对增强客户体验的需求不断增长
      • 成本优化和营运效率
      • 人工智慧技术的进步
      • 全通路沟通的采用日益广泛
    • 产业陷阱与挑战
      • 资料隐私和安全问题
      • 与遗留系统集成
  • 成长潜力分析
  • 波特的分析
  • PESTEL 分析

第四章：竞争格局

  • 介绍
  • 公司市占率分析
  • 竞争定位矩阵
  • 战略展望矩阵

第五章：市场估计与预测：按组件，2021 - 2034 年

  • 主要趋势
  • 解决方案
  • 服务
    • 专业服务
    • 託管服务

第六章：市场估计与预测：依部署模型，2021 - 2034 年

  • 主要趋势
  • 本地
  • 云

第 7 章：市场估计与预测：按应用，2021 - 2034 年

  • 主要趋势
  • 劳动力优化
  • 预测呼叫路由
  • 旅程编排
  • 座席绩效管理
  • 情绪分析
  • 预约安排

第 8 章：市场估计与预测：按最终用途，2021 - 2034 年

  • 主要趋势
  • 金融保险业协会
  • 零售与电子商务
  • 电信
  • 卫生保健
  • 媒体与娱乐
  • 旅游与饭店
  • 其他的

第 9 章：市场估计与预测：按地区，2021 - 2034 年

  • 主要趋势
  • 北美洲
    • 我们
    • 加拿大
  • 欧洲
    • 英国
    • 德国
    • 法国
    • 西班牙
    • 义大利
    • 北欧
    • 俄罗斯
  • 亚太地区
    • 中国
    • 印度
    • 日本
    • 韩国
    • 澳洲
    • 东南亚
  • 拉丁美洲
    • 巴西
    • 墨西哥
    • 阿根廷
  • 中东及非洲
    • 阿联酋
    • 南非
    • 沙乌地阿拉伯

第十章：公司简介

  • Amazon Web Services
  • Avaya
  • Dialpad
  • Five9
  • Genesys
  • Google LLC (Google Cloud)
  • IBM Corporation
  • Microsoft Corporation
  • NICE inContact
  • Observe.AI
  • Oracle Corporation
  • SAP SE
  • Twilio
  • UiPath
  • Zendesk
简介目录
Product Code: 6766

The Global Call Center AI Market, valued at USD 2.1 billion in 2024, is expected to experience substantial growth at a CAGR of 18.9% from 2025 to 2034. This growth is driven by the increasing demand for businesses to offer quicker, more personalized, and seamless customer interactions as consumer expectations continue to rise. As businesses strive to remain competitive, the integration of artificial intelligence (AI) into call center operations is becoming a key differentiator. The shift toward AI is not just a trend but a fundamental transformation in how companies engage with customers. AI-driven solutions are revolutionizing customer service by automating routine tasks, providing instant responses, and analyzing vast amounts of data to predict and address customer needs in real-time. The result is improved efficiency, reduced operational costs, and enhanced customer satisfaction, which are all critical for staying ahead in today's fast-paced business environment.

Call Center AI Market - IMG1

AI technologies such as predictive analytics, workforce optimization tools, and automation are becoming essential to streamlining call center operations. By ensuring the right staffing levels and effectively managing high call volumes, AI-driven solutions allow businesses to reduce call handling times and improve first-call resolution rates. These advancements not only increase operational efficiency but also elevate overall productivity. Automation is key in minimizing human error, cutting overhead costs, and ensuring consistent service delivery, particularly in industries where cost control is a priority. As AI solutions continue to evolve, their ability to improve customer satisfaction while driving cost savings will only become more pronounced.

Market Scope
Start Year2024
Forecast Year2025-2034
Start Value$2.1 Billion
Forecast Value$11.3 Billion
CAGR18.9%

The call center AI market is segmented into two primary categories: solutions and services. In 2024, the solutions segment accounted for 71% of the market share and is forecast to generate USD 9.2 billion by 2034. This significant growth is attributed to the rising adoption of AI tools that automate customer interactions and optimize service delivery. Businesses are increasingly deploying virtual assistants, chatbots, speech recognition systems, and predictive analytics to streamline processes, reduce operational expenses, and tackle common challenges like high call volumes and agent burnout. These AI solutions also ensure 24/7 support availability, helping businesses handle repetitive tasks without overburdening their teams.

On the deployment front, the market is divided between on-premises and cloud-based models. The cloud-based segment held a 40% share in 2024 thanks to its scalability, cost-effectiveness, and flexibility. Cloud solutions eliminate the need for expensive infrastructure investments and allow businesses, especially small and medium-sized enterprises (SME), to implement AI technologies without high upfront costs. Furthermore, cloud-based platforms provide remote access and enable real-time data processing, making them ideal for organizations operating in hybrid or remote work environments.

In the United States, the call center AI market dominated with a 76% market share in 2024 and is projected to generate USD 10.2 billion by 2034. This leadership is fueled by the nation's advanced technological infrastructure, early adoption of AI tools, and the strong presence of leading tech companies. The growing focus on enhancing customer experiences and the rising demand for automation across multiple industries continue to drive market growth in the U.S. Additionally, government initiatives and investments in AI technology are accelerating the expansion of the market.

Table of Contents

Chapter 1 Methodology & Scope

  • 1.1 Research design
    • 1.1.1 Research approach
    • 1.1.2 Data collection methods
  • 1.2 Base estimates and calculations
    • 1.2.1 Base year calculation
    • 1.2.2 Key trends for market estimates
  • 1.3 Forecast model
  • 1.4 Primary research & validation
    • 1.4.1 Primary sources
    • 1.4.2 Data mining sources
  • 1.5 Market definitions

Chapter 2 Executive Summary

  • 2.1 Industry synopsis, 2021 - 2034

Chapter 3 Industry Insights

  • 3.1 Industry ecosystem analysis
    • 3.1.1 Solution providers
    • 3.1.2 Technology providers
    • 3.1.3 Hardware manufacturers
    • 3.1.4 System integrators
    • 3.1.5 End user
  • 3.2 Supplier landscape
  • 3.3 Profit margin analysis
  • 3.4 Technology & innovation landscape
  • 3.5 Key news & initiatives
  • 3.6 Regulatory landscape
  • 3.7 Impact forces
    • 3.7.1 Growth drivers
      • 3.7.1.1 Rising demand for enhanced customer experience
      • 3.7.1.2 Cost optimization and operational efficiency
      • 3.7.1.3 Advancements in AI technologies
      • 3.7.1.4 Increasing adoption of omnichannel communication
    • 3.7.2 Industry pitfalls & challenges
      • 3.7.2.1 Data privacy and security concerns
      • 3.7.2.2 Integration with legacy systems
  • 3.8 Growth potential analysis
  • 3.9 Porter’s analysis
  • 3.10 PESTEL analysis

Chapter 4 Competitive Landscape, 2024

  • 4.1 Introduction
  • 4.2 Company market share analysis
  • 4.3 Competitive positioning matrix
  • 4.4 Strategic outlook matrix

Chapter 5 Market Estimates & Forecast, By Component, 2021 - 2034 ($Bn)

  • 5.1 Key trends
  • 5.2 Solution
  • 5.3 Services
    • 5.3.1 Professional services
    • 5.3.2 Managed services

Chapter 6 Market Estimates & Forecast, By Deployment Model, 2021 - 2034 ($Bn)

  • 6.1 Key trends
  • 6.2 On-premises
  • 6.3 Cloud

Chapter 7 Market Estimates & Forecast, By Application, 2021 - 2034 ($Bn)

  • 7.1 Key trends
  • 7.2 Workforce optimization
  • 7.3 Predictive call routing
  • 7.4 Journey orchestration
  • 7.5 Agent performance management
  • 7.6 Sentiment analysis
  • 7.7 Appointment scheduling

Chapter 8 Market Estimates & Forecast, By End Use, 2021 - 2034 ($Bn)

  • 8.1 Key trends
  • 8.2 BFSI
  • 8.3 Retail & e-commerce
  • 8.4 Telecom
  • 8.5 Healthcare
  • 8.6 Media & entertainment
  • 8.7 Travel & hospitality
  • 8.8 Others

Chapter 9 Market Estimates & Forecast, By Region, 2021 - 2034 ($Bn)

  • 9.1 Key trends
  • 9.2 North America
    • 9.2.1 U.S.
    • 9.2.2 Canada
  • 9.3 Europe
    • 9.3.1 UK
    • 9.3.2 Germany
    • 9.3.3 France
    • 9.3.4 Spain
    • 9.3.5 Italy
    • 9.3.6 Nordics
    • 9.3.7 Russia
  • 9.4 Asia Pacific
    • 9.4.1 China
    • 9.4.2 India
    • 9.4.3 Japan
    • 9.4.4 South Korea
    • 9.4.5 Australia
    • 9.4.6 Southeast Asia
  • 9.5 Latin America
    • 9.5.1 Brazil
    • 9.5.2 Mexico
    • 9.5.3 Argentina
  • 9.6 MEA
    • 9.6.1 UAE
    • 9.6.2 South Africa
    • 9.6.3 Saudi Arabia

Chapter 10 Company Profiles

  • 10.1 Amazon Web Services
  • 10.2 Avaya
  • 10.3 Dialpad
  • 10.4 Five9
  • 10.5 Genesys
  • 10.6 Google LLC (Google Cloud)
  • 10.7 IBM Corporation
  • 10.8 Microsoft Corporation
  • 10.9 NICE inContact
  • 10.10 Observe.AI
  • 10.11 Oracle Corporation
  • 10.12 SAP SE
  • 10.13 Twilio
  • 10.14 UiPath
  • 10.15 Zendesk