客服中心业务中人工智慧的市场规模、份额和成长分析（按组成部分、组织规模、通路模式、部署模式、应用、产业和地区）- 2025-2032 年产业预测

2023年，客服中心业务中人工智慧的全球市场规模为16亿美元，从2024年的19.4亿美元成长到2032年的91亿美元，复合年增长率预计将成长21.3%。

人工智慧在客服中心业务中的整合由于能够降低营运成本同时增强个人化客户体验而迅速普及。主要企业越来越多地利用人工智慧来透过分析客户情绪和座席绩效来识别关键痛点来丰富支援互动。透过自动化重复性管理任务，人工智慧使客服人员能够专注于解决核心客户挑战，并加速顶尖人才的发展。此外，人工智慧也会筛选大量语音资料，以发现效能趋势并帮助管理员改进入职流程。部署人工智慧聊天机器人将进一步提高生产力并确保大规模的卓越客户体验。随着世界各地的公司寻求提高分析能力并改善客服中心的成果，这种趋势变得越来越普遍。

目录

介绍

• 研究目的
• 调查范围
• 定义

调查方法

• 资讯采购
• 二手资料和主要资料方法
• 市场规模预测
• 市场假设与限制

执行摘要

• 全球市场展望
• 供需趋势分析
• 按细分市场的机会分析

市场动态及展望

• 市场概况
• 市场规模
• 市场动态
  • 驱动因素和机会
  • 抑制因素和挑战
• 波特的分析

主要市场考察

• 关键成功因素
• 竞争程度
• 主要投资机会
• 市场生态系统
• 市场吸引力指数（2024年）
• PESTEL分析
• 总体经济指标
• 价值链分析
• 价格分析
• 技术分析
• 监管分析
• 案例研究分析
• 专利分析

客服中心业务中的人工智慧市场规模：按组成部分

• 市场概况
• 解决方案
  • 平台
  • 软体工具
• 服务
  • 专业服务
  • 培训和咨询服务
  • 支援与维护
  • 系统整合及实施服务
  • 託管服务

客服中心业务中的人工智慧市场规模：按组织规模划分

• 市场概况
• 大公司
• 小型企业

客服中心业务中的人工智慧市场规模：按通路模式

• 市场概况
• 电话
• 社群媒体
• 聊天
• 电子邮件或简讯
• 网站

客服中心业务中的人工智慧市场规模：按部署模式

• 市场概况
• 云
• 本地

客服中心业务中的人工智慧市场规模：按应用分类

• 市场概况
• 劳动力优化
• 预测呼叫路由
• 旅程编配
• 代理绩效管理
• 情绪分析
• 预约时间表
• 其他用途

客服中心业务中的人工智慧市场规模：按行业

• 市场概况
• BFSI
• 媒体与娱乐
• 零售与电子商务
• 医疗保健和生命科学
• 旅游/酒店
• 资讯科技和通讯
• 运输/物流
• 其他行业

客服中心业务中的人工智慧市场规模

• 北美洲
  • 美国
  • 加拿大
• 欧洲
  • 德国
  • 西班牙
  • 法国
  • 英国
  • 义大利
  • 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/非洲
  • 海湾合作委员会国家
  • 南非
  • 其他中东/非洲

竞争资讯

• 前5名企业对比
• 主要企业市场定位（2024年）
• 主要市场参与者所采取的策略
• 近期市场趋势
• 公司市场占有率分析（2024年）
• 主要企业简介
  • 公司简介
  • 产品系列分析
  • 按细分市场分類的份额分析
  • 收益与前一年同期比较（2022-2024）

主要企业简介

• IBM（US）
• Microsoft（US）
• Oracle（US）
• AWS（US）
• Google（US）
• SAP（Germany）
• Avaya（US）
• NICE（Israel）
• Nuance Communications（US）
• Genesys（US）
• 8x8（US）
• Artificial Solutions（Sweden）
• RingCentral（US）
• Talkdesk（US）
• Dialpad（US）
• Twilio（US）
• Zendesk（US）
• Five9（US）
• Kore.ai（US）
• Inbenta（US）

结论和建议

Global AI In Call Center Operations Market size was valued at USD 1.6 billion in 2023 and is poised to grow from USD 1.94 billion in 2024 to USD 9.10 billion by 2032, growing at a CAGR of 21.3% during the forecast period (2025-2032).

The integration of AI in call center operations is rapidly gaining traction due to its ability to lower operational costs while enhancing personalized customer experiences. Leading companies are increasingly utilizing AI to analyze customer sentiment, agent performance, and identify key pain points, thus enriching support interactions. By automating repetitive administrative tasks, AI allows agents to concentrate on addressing core customer challenges and accelerates the development of top performers. Furthermore, AI can sift through extensive voice data to uncover performance trends, aiding managers in refining onboarding processes. The implementation of AI chatbots further boosts productivity, ensuring exceptional customer experiences at scale. This trend is becoming ubiquitous among firms globally, as they seek to elevate their analytics capabilities and improve call center outcomes.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Ai In Call Center Operations 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 Ai In Call Center Operations Market Segmental Analysis

Global AI In Call Center Operations Market is segmented by component, organization size, mode of channel, deployment mode, application, vertical and region. Based on component, the market is segmented into solutions and services. Based on organization size, the market is segmented into large enterprises and SMEs. Based on mode of channel, the market is segmented into phone, social media, chat, email or text and website. Based on deployment mode, the market is segmented into cloud and on-premises. Based on application, the market is segmented into workforce optimization, predictive call routing, journey orchestration, agent performance management, sentiment analysis, appointment scheduling and other applications. Based on vertical, the market is segmented into BFSI, media & entertainment, retail & ecommerce, healthcare & life sciences, travel & hospitality, IT & telecom, transportation & logistics and other verticals. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global Ai In Call Center Operations Market

The global AI in call center operations market is being significantly propelled by the growing emphasis on customer engagement. In today's digital landscape, effective communication via social media has become crucial for businesses and influencers alike. To elevate the customer experience, many organizations are transitioning from traditional email and message support to AI-powered chatbots. These advanced solutions not only enhance the interaction quality but also equip agents with valuable historical data and insights, enabling them to identify and capitalize on cross-selling and upselling opportunities effectively. This shift towards AI integration is vital for meeting modern customer expectations and improving operational efficiency.

Restraints in the Global Ai In Call Center Operations Market

The Global AI in Call Center Operations market faces significant restraints that may impede its growth during the forecast period. The high costs associated with implementing specialized AI services create barriers, particularly for startups and emerging companies, even when leveraging cloud-native solutions. The financial burden of processing large volumes of data remains considerable. Additionally, concerns regarding data privacy and protection further complicate the landscape for potential entrants, as adhering to stringent regulations and ensuring customer trust are critical. Together, these factors may deter investment and slow the adoption of AI technologies within call center operations.

Market Trends of the Global Ai In Call Center Operations Market

The Global AI in Call Center Operations market is witnessing a significant upward trend, driven by the increasing demand for seamless customer service across various platforms. Businesses are rapidly adopting AI technologies to enhance self-service capabilities, which markedly reduce wait times and provide round-the-clock support, meeting customer expectations for immediate assistance. This shift towards automation allows contact centers to optimize operational efficiency while improving customer satisfaction, as AI-powered systems can handle a vast volume of inquiries quickly and accurately. The positive trajectory of this market reflects a broader movement toward digitization in customer service, underscoring AI's pivotal role in the future of call center operations.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

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

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Technology Analysis
• Regulatory Analysis
• Case Study Analysis
• Patent Analysis

Global AI In Call Center Operations Market Size by Component & CAGR (2025-2032)

• Market Overview
• Solutions
  • Platform
  • Software Tools
• Services
  • Professional Services
  • Training & Consulting Services
  • Support & Maintenance
  • System Integration & Implementation Services
  • Managed Services

Global AI In Call Center Operations Market Size by Organization Size & CAGR (2025-2032)

• Market Overview
• Large Enterprises
• SMEs

Global AI In Call Center Operations Market Size by Mode Of Channel & CAGR (2025-2032)

• Market Overview
• Phone
• Social Media
• Chat
• Email or Text
• Website

Global AI In Call Center Operations Market Size by Deployment Mode & CAGR (2025-2032)

• Market Overview
• Cloud
• On-Premises

Global AI In Call Center Operations Market Size by Application & CAGR (2025-2032)

• Market Overview
• Workforce Optimization
• Predictive Call Routing
• Journey Orchestration
• Agent Performance Management
• Sentiment Analysis
• Appointment Scheduling
• Other Applications

Global AI In Call Center Operations Market Size by Vertical & CAGR (2025-2032)

• Market Overview
• BFSI
• Media & Entertainment
• Retail & Ecommerce
• Healthcare & Life Sciences
• Travel & Hospitality
• IT & Telecom
• Transportation & Logistics
• Other Verticals

Global AI In Call Center Operations Market Size & CAGR (2025-2032)

• North America (Component, Organization Size, Mode Of Channel, Deployment Mode, Application, Vertical)
  • US
  • Canada
• Europe (Component, Organization Size, Mode Of Channel, Deployment Mode, Application, Vertical)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Component, Organization Size, Mode Of Channel, Deployment Mode, Application, Vertical)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Component, Organization Size, Mode Of Channel, Deployment Mode, Application, Vertical)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Component, Organization Size, Mode Of Channel, Deployment Mode, Application, Vertical)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• IBM (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Microsoft (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• AWS (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Google (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Avaya (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NICE (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Nuance Communications (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Genesys (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• 8x8 (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Artificial Solutions (Sweden)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• RingCentral (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Talkdesk (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Dialpad (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Twilio (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zendesk (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Five9 (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Kore.ai (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Inbenta (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations