Artificial intelligence (AI) is the replication of human intelligence processes by machines, especially computer systems. It is the ability of a digital computer or computer-controlled robot to accomplish tasks related to human intelligence. AI technologies are used for specific activities such as speech recognition, learning, planning, problem-solving, and machine vision. AI technologies are also used across various verticals, especially for customer support. The call centers are successfully leveraging AI-based technologies such as machine learning to generate business by providing a seamless and easy experience to the customers.

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The increasing amount of data generation, rising demand of AI in a call center to enhance customer support services and the growing number of customer engagement platforms such as social media, email, and websites are the major factors that are driving the growth of the Global Call Center AI market. The growing number of smartphone users is increasing the demand for 24/7 customer support services, which in turn, is growing the need of AI in a call center to enhance customer experience, engagement, and satisfaction. In addition to this, the increasing adoption of AI-based call center solutions across various industries such as BFSI, healthcare, telecom, and retail sector, to provide seamless, quick, and accurate experience to their customers at any time, is further promoting the growth of the Global Call Center AI market. Moreover, technological advancements in call center solutions and services by using advanced technology such as machine learning, natural language processing (NLP), and deep learning is also fuelling the market growth of call center AI. However, data security and privacy concerns as well as the lack of skilled professionals are the major factors hindering the growth of call center AI market across the globe.

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Based on component, the solution segment is expected to grow at a higher CAGR over the forecast period due to the increasing demand of AI-based solutions across industries such as BFSI, retail and e-commerce, healthcare, and telecom, to reduce operational and training cost, enhance customer service and improve personalised customer experience by resolving customer queries efficiently in no time as compared to customer service agent.
On the basis of deployment mode, the cloud segment is anticipated to grow at a higher CAGR during the forecast period due to its cost-effective and flexibility features. Moreover, on-cloud based AI call center solutions and services are offering low installation costs, easy maintenance, high accessibility, and scalability to improve business efficiency and provide faster response rates as compared to on-premise deployment.

Based on vertical, the BFSI segment is expected to grow at a higher CAGR in the Global call center AI market during the forecast period due to the increasing demand for automated call operations in this sector, reducing operational cost and to improve customer experience. Additionally, high penetration of AI-based solutions such as chatbot or Interactive Voice Assistance (IVA) across several operations is further propelling the growth of the call center AI market globally.

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Based on region, North America is expected to grow at a higher CAGR in the Global Call Center AI market. The major factors that are driving the demand of Call Center AI in this region include increasing technological advancement, rising adoption of AI-based solution, and growing investment related to the adoption of AI in a call center to improve productivity. In addition to this, large presence of established market players such as Google LLC, IBM Corporation, Microsoft Corporation, among others, is further accelerating the market growth of call center AI in this region.

Various notable players in the Call Center AI market include Microsoft Corporation, IBM Corporation, Google LLC., Oracle Corporation, Amazon Web Services, SAP SE, Nuance Communications Inc., Haptik Inc., Avaya Inc., Five9 Inc. and Artificial Solutions.

Key Developments:

• • In May 2019, Microsoft Corporation opened an Africa Development Center (ADC) in Nairobi, Kenya, and Lagos, Nigeria, as its investment for cloud innovations in Africa. The ADC is the first Global Development Center in Africa with a combined expected investment of US $100 million over the first five years of operation.
  • In Apr 2019, Google LLC launched a beta version of the AI platform for its Contact Center AI. This version uses tools like Dialogflow and Google’s text-to-speech capabilities, which allow its user to build a virtual agent. The company also announced to launch an end-to-end AI platform to offer data scientists and developers, an end-to-end service for building, testing, and deploying their own models.
  • In Apr 2019, IBM Corporation entered into a partnership with Regions Bank Corporation (US) to deliver IBM Watson artificial intelligence (AI) technology to help improve customer service and assist bankers in daily work. The regional banks are using this IBM Watson technology to help both customers and employees.
    The Global Call Center AI market has been segmented on the basis of component, deployment mode, vertical, and regions. Based on the component market is categorized into solution and services. Based on deployment, the mode market is segmented into on-cloud and on-premises. Based on the vertical market is segmented into Banking, Financial Services, and Insurance (BFSI), Retail & E-Commerce, Healthcare, Telcom, Media & Entertainment, Travel & Hospitality, and Others.

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Key questions answered in this research report:

• • At what pace is the global Call Center AI market growing? What will be a growing trend in the future?
  • What are the key drivers and restraints in the current market? What will be the impact of drivers and restraints in the future?
  • What are the regional revenue and forecast breakdowns? Which are the major regional revenue pockets for growth in the global Call Center AI market?
  • Which component generated maximum revenues in 2019 and identify the most promising components during the forecast period?
  • What are the various application areas, and how they are poised to grow?
  • What companies are the major participants in this market and their business strategies, how does the competitive landscape look like?

 

Report Coverage	Details
Market Base Year	2019
Market Forecast Period	2020-2027
Market Revenues Currency	USD Million
Base Year & Forecast Units	Revenues (USD Million)
Market Segment	By Component, By Deployment Mode, By Vertical and By Region
Regional Coverage	Asia Pacific, Europe, North America, and RoW
Companies Profiled	Microsoft Corporation, IBM Corporation, Google LLC, Oracle Corporation, Amazon Web Services, SAP SE, Nuance Communications Inc., Haptik, Inc., Avaya, Inc., Five9, Inc., Artificial Solutions; a total of 11 companies covered.
25% Free Customization Available	We will customize this report up to 25% as a free customization to address our client’s specific requirements

 

Market Segmentation

Global Call Center AI Market by Component

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

Global Call Center AI Market by Deployment Mode

• • Cloud
  • On-Premises

Global Call Center AI Market by Vertical

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

Global Call Center AI Market by Region

• • North America Call Center AI Market
    Option 1: As a part of the free 25% customization
    • North America Call Center AI Market by Component
    • North America Call Center AI Market by Deployment Mode
    • North America Call Center AI Market by Vertical
    • US All-Up Call Center AI Market
    • Canada All-Up Call Center AI Market
  • Europe Call Center AI Market
    Option 2: As a part of the free 25% customization
    • Europe Call Center AI Market by Component
    • Europe Call Center AI Market by Deployment Mode
    • Europe Call Center AI Market by Vertical
    • UK All-Up Call Center AI Market
    • Germany All-Up Call Center AI Market
    • France All-Up Call Center AI Market
    • Spain All-Up Call Center AI Market
    • Rest of Europe All-Up Call Center AI Market
  • Asia-Pacific Call Center AI Market
    Option 3: As a part of the free 25% customization
    • Asia-Pacific Call Center AI Market by Component
    • Asia-Pacific Call Center AI Market by Deployment Mode
    • Asia-Pacific Call Center AI Market by Vertical
    • China All-Up Call Center AI Market
    • India All-Up Call Center AI Market
    • Japan All-Up Call Center AI Market
    • Rest of Asia-pacific All-Up Call Center AI Market
  • ROW Call Center AI Market
    Option 4: As a part of the free 25% customization
    • ROW Call Center AI Market by Component
    • ROW Call Center AI Market by Deployment Mode
    • ROW Call Center AI Market by Vertical
    • Brazil All-Up Call Center AI Market
    • South Africa All-Up Call Center AI Market
    • Saudi Arabia All-Up Call Center AI Market
    • UAE All-Up Call Center AI Market
    • Rest of world (remaining countries of the LAMEA region) All-Up Call Center AI Market

Leading Market Players (Option 5: As a part of the free 25% customization – Profiles of 5 Additional Companies of your Choice)

• • Microsoft Corporation
  • IBM Corporation
  • Google LLC
  • Oracle Corporation
  • Amazon Web Services
  • SAP SE
  • Nuance Communications, Inc.
  • Haptik, Inc.
  • Avaya, Inc.
  • Five9, Inc.
  • Artificial Solutions