AI has become an important part of transition in digital technology. Artificial intelligence is used not only as a labour-saving tool, but also to improve the efficiency of many different services by encouraging automation to take hold in certain fields. Search engines utilize AI to help people find what they’re searching for quicker, and also many other places. It covers call centers where AI has made some impressive improvements that have enhanced the customer experience for both customers and staff at the call center.

The capacity for AI is double in call centres. First, by providing self-service options, it can easily give customers the correct information they need at the right time, removing the need for a call to customer service. Second, AI has the ability to provide more details to customer service representatives and help them cope with the complicated issues that self-service can’t address. AI technology has been built that can listen to calls and understand their effect on the consumer, such as how the issue was handled, how customer loyalty could improve as a consequence of the conversation in the future, and what could have been done to help mitigate the situation if the customer gets angry.

The major factors driving the growth of global call center AI market includes increasing adoption of artificial intelligence by enterprise to provide improved services of customer support, rising customer engagement by using social media platforms and growing data generation through social media, internet of things (IoT), and enhancements in imaging technologies. In general, many call center AI systems are implemented in the cloud as they deliver benefits such as lower installation and maintenance costs, greater scalability, transparency to real-time information, and increased business productivity relative to on-premises solutions. Therefore, growing adoption of cloud-based AI system in call center is expected to drive the growth of call center AI market during the forecast period. Moreover, rapid advancements in artificial intelligence and machine learning along with incorporation of gesture recognition with AI-based integrated visual augmentation system or chatbots, are some of the factors that are anticipated to fuel the growth of global call center AI market in upcoming years. However, lack of skilled professional and unsupervised learning is hampering the growth of call center AI market.

Based on region, North America is expected to dominate the market during forecast period due to growing technical advancements and existence of major industry players such as Google, IBM, and Microsoft among others in this region.

Global call center AI market has been segmented on the basis of component, deployment type and vertical. Based on component, the market is segmented into compute platforms, solutions and services. On the basis of services, the market is segmented into consulting, system integration & deployment and support & maintenance. Based on deployment type, the market is segmented into cloud and on-premises. Based on vertical, the market is segmented into banking, financial services, & insurance (BFSI), retail & e-commerce, healthcare, telecom, media & entertainment, travel & hospitality and others.
Some of the major players of global call center AI market are IBM Corporation, Oracle, Microsoft, SAP SE, Amazon Web Services, Inc., Zendesk Inc., Jio Haptik, Inc., Avaya Inc., Artificial Solutions and Conversica, Inc. among others.

Market Segmentation:

Global Call Center AI Market by Component

• • Compute Platforms
  • Solutions
  • Services
    • Consulting
    • System Integration & Deployment
    • Support & Maintenance

Global Call Center AI Market by Deployment Type

• • Cloud
  • On-Premises

Global Call Center AI Market by Vertical

• • Banking, Financial Services, & Insurance (BFSI)
  • Retail & E-Commerce
  • Healthcare
  • Telecom
  • Media & Entertainment
  • Travel & Hospitality
  • Others

Global Call Center AI Market by Region

• • North America Call Center AI Market
  • Europe Call Center AI Market
  • Asia-Pacific Call Center AI Market
  • ROW Call Center AI Market

Leading Market Players

• • IBM Corporation
  • Oracle
  • Microsoft
  • SAP SE
  • Amazon Web Services, Inc.
  • Zendesk Inc.
  • Jio Haptik, Inc.