全球客服中心人工智慧市场规模、份额、成长分析：按技术类型、部署类型、服务、应用程式类型、产业-产业预测（2024-2031）

2022年全球客服中心AI市场规模将为17.1亿美元，从2023年的21.1亿美元成长到2031年的111.2亿美元，预计在预测期间（2024-2031年）将以复合年增长率增长23.12% 。

人们日益需要改进资料分析能力，以快速回应客户询问并透过社群媒体平台推动参与，预计这将推动客服中心对人工智慧 (AI) 的需求。预测呼叫路由、互动式语音应答 (IVR)、呼叫分析、情绪智慧和对话式 AI 等关键 AI 应用在客服中心软体市场中越来越受欢迎。利用人工智慧驱动的聊天机器人，客服中心可以在社群媒体平台上与客户互动，让客户可以在方便的时候与支援代理商联繫，并获得人工智慧模型产生的支援。它可以让您弹性接收量身客製化的响应。

目录

执行摘要

• 市场概况
• 命运之轮

调查方法

• 资讯采购
• 次要/一级资讯来源
• 市场规模估算
• 市场假设与限制

母市场分析

• 市场概况
• 市场规模
• 市场动态
  • 促进因素
  • 机会
  • 抑制因素
  • 任务

主要市场考察

• 技术分析
• 价格分析
• 供应链分析
• 价值链分析
• 市场生态系统
• 智慧财产权分析
• 贸易分析
• Start-Ups分析
• 原料分析
• 创新矩阵
• 研发线产品分析
• 总体经济指标
• 主要投资分析
• 关键成功因素
• 竞争程度

市场动态及展望

• 市场动态
  • 促进因素
  • 机会
  • 抑制因素
  • 任务
• 监管环境
• 波特的分析
• 对未来中断的特殊考虑

客服中心人工智慧的全球市场：按技术类型

• 市场概况
• 自然语言处理（NLP）
• 自动语音辨识(ASR)
• 文字转语音 (TTS)
• 机器学习 (ML) 与深度学习 (DL)

全球客服中心人工智慧市场：按部署类型

• 市场概况
• 云端基础
• 本地

全球客服中心人工智慧市场：按服务分类

• 市场概况
• 专业服务
• 管理服务

全球客服中心人工智慧市场：按应用类型

• 市场概况
• 虚拟助理
• 聊天机器人
• 语音机器人
• 智慧互动语音应答（IVR）系统

全球客服中心人工智慧市场：按行业分类

• 市场概况
• BFSI（银行、金融业务、保险）
• 零售/电子商务
• 卫生保健
• 通讯/IT
• 旅游/酒店业

全球客服中心人工智慧市场规模：按地区划分

• 市场概况
• 北美洲
  • 美国
  • 加拿大
• 欧洲
  • 德国
  • 西班牙
  • 法国
  • 英国
  • 其他欧洲国家地区
• 亚太地区
  • 中国
  • 印度
  • 日本
  • 韩国
  • 其他亚太地区
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲地区
• 中东和非洲 (MEA)
  • 海湾合作委员会国家
  • 南非
  • 其他中东/非洲地区

竞争格局

• 前5名企业对比
• 主要企业市场定位（2021年）
• 主要市场参与者所采取的策略
• 关键成功策略
• 近期市集活动
• 主要企业市场占有率（2021年）

主要企业简介

• Google LLC（US）
• IBM Corporation（US）
• Microsoft Corporation（US）
• Amazon Web Services, Inc.（US）
• Nuance Communications, Inc.（US）
• SAP SE（Germany）
• Oracle Corporation（US）
• Salesforce.com, Inc.（US）
• Avaya Holdings Corp.（US）
• Genesys Telecommunications Laboratories, Inc.（US）
• Cisco Systems, Inc.（US）
• Five9, Inc.（US）
• NICE Ltd.（Israel）
• Aspect Software, Inc.（US）
• Verint Systems Inc.（US）
• Artificial Solutions International AB（Sweden）
• Haptik, Inc.（US）
• Inbenta Technologies Inc.（US）
• [24]7.ai, Inc.（US）
• Cognigy GmbH（Germany）

Global Call Center AI Market size was valued at USD 1.71 billion in 2022 and is poised to grow from USD 2.11 billion in 2023 to USD 11.12 billion by 2031, growing at a CAGR of 23.12% during the forecast period (2024-2031).

The increasing need for improved data analysis capabilities to address customer inquiries promptly and facilitate engagement through social media platforms is poised to fuel the demand for artificial intelligence (AI) in call centers. Key AI applications such as predictive call routing, interactive voice response (IVR), call analytics, emotional intelligence, and conversational AI are gaining traction in the call center software market. Leveraging AI-powered chatbots enables call centers to engage with customers on social media platforms, offering them the flexibility to connect with support agents at their convenience and receive tailored responses generated by AI models.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Call Center AI Market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Call Center AI Market Segmental Analysis

The Call Center AI Market is segmented by technology, deployment, services, application vertical, and region. Based on the technology type, the market is segmented into natural language processing (NLP), automatic speech recognition (ASR), text-to-speech (TTS), machine learning (ML) and deep learning (DP). Based on services, the market is segmented into professional services, managed services. Based on application, the market is segmented into virtual assistants, chatbots, voicebots, intelligent interactive voice response (IVR) systems. Based on vertical type, the market is segmented into BFSI (banking, financial services, and insurance), retail and e-commerce, healthcare, telecom and IT, travel and hospitality. Based on region, the market is segmented into North America, Latin America, Europe, and MEA.

Drivers of the Global Call Center AI Market

Businesses spanning various sectors are increasingly acknowledging the significance of providing outstanding customer experiences to stay ahead in the competition. With the aid of call center AI solutions, they can facilitate tailored interactions, swift issue resolution, and round-the-clock assistance, consequently amplifying customer contentment and allegiance. The surge in demand for AI-driven tools like chatbots and virtual assistants stems from the imperative to deliver seamless, effective, and individualized customer service encounters.

Restraints in the Global Call Center AI Market

Utilizing AI in call centers entails gathering and analyzing vast volumes of customer data, prompting apprehensions regarding data privacy and security. It is imperative for organizations to implement stringent data protection protocols to uphold customer confidentiality and adhere to privacy regulations. Any compromise in safeguarding customer data risks erosion of trust, tarnishing of reputation, and legal consequences.

Market Trends of the Global Call Center AI Market

As companies embrace omnichannel customer engagement, they are prioritizing the seamless integration of diverse communication channels like phone calls, emails, chat, social media, and messaging apps to ensure a unified customer experience. By incorporating AI into call center operations, businesses aim to deliver personalized interactions consistently across all touchpoints. This evolving approach empowers customers to transition between channels effortlessly, retaining context and receiving reliable support throughout their journey.

Table of Contents

Executive Summary

• Market Overview
• Wheel of Fortune

Research Methodology

• Information Procurement
• Secondary & Primary Data Sources
• Market Size Estimation
• Market Assumptions & Limitations

Parent Market Analysis

• Market Overview
• Market Size
• Market Dynamics
  • Drivers
  • Opportunities
  • Restraints
  • Challenges

Key Market Insights

• Technology Analysis
• Pricing Analysis
• Supply Chain Analysis
• Value Chain Analysis
• Ecosystem of the Market
• IP Analysis
• Trade Analysis
• Startup Analysis
• Raw Material Analysis
• Innovation Matrix
• Pipeline Product Analysis
• Macroeconomic Indicators
• Top Investment Analysis
• Key Success Factor
• Degree of Competition

Market Dynamics & Outlook

• Market Dynamics
  • Drivers
  • Opportunities
  • Restraints
  • Challenges
• Regulatory Landscape
• Porters Analysis
  • Competitive rivalry
  • Threat of Substitute Products
  • Bargaining Power of Buyers
  • Threat of New Entrants
  • Bargaining Power of Suppliers
• Skyquest Special Insights on Future Disruptions
  • Political Impact
  • Economic Impact
  • Social Impact
  • Technical Impact
  • Environmental Impact
  • Legal Impact

Global Call Center AI Market by Technology Type

• Market Overview
• Natural Language Processing (NLP)
• Automatic Speech Recognition (ASR)
• Text-to-Speech (TTS)
• Machine Learning (ML) and Deep Learning (DL)

Global Call Center AI Market by Deployment Type

• Market Overview
• Cloud-based
• On-premises

Global Call Center AI Market by Services

• Market Overview
• Professional Services
• Managed Services

Global Call Center AI Market by Application Type

• Market Overview
• Virtual Assistants
• Chatbots
• Voicebots
• Intelligent Interactive Voice Response (IVR) Systems

Global Call Center AI Market by Vertical Type

• Market Overview
• BFSI (Banking
• Financial Services
• and Insurance)
• Retail and E-commerce
• Healthcare
• Telecom and IT
• Travel and Hospitality

Global Call Center AI Market Size by Region

• Market Overview
• North America
  • USA
  • Canada
• Europe
  • Germany
  • Spain
  • France
  • UK
  • Rest of Europe
• Asia Pacific
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America
  • Brazil
  • Rest of Latin America
• Middle East & Africa (MEA)
  • GCC Countries
  • South Africa
  • Rest of MEA

Competitive Landscape

• Top 5 Player Comparison
• Market Positioning of Key Players, 2021
• Strategies Adopted by Key Market Players
• Top Winning Strategies
  • By Development
  • By Company
  • By Year
• Recent Activities in the Market
• Key Companies Market Share (%), 2021

Key Company Profiles

• Google LLC (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• IBM Corporation (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Microsoft Corporation (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Amazon Web Services, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Nuance Communications, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP SE (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle Corporation (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Salesforce.com, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Avaya Holdings Corp. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Genesys Telecommunications Laboratories, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Cisco Systems, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Five9, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NICE Ltd. (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Aspect Software, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Verint Systems Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Artificial Solutions International AB (Sweden)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Haptik, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Inbenta Technologies Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• [24]7.ai, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Cognigy GmbH (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments