Call Center AI Market Growth, Development and Demand Forecast to 2030

NEW YORK - Aug. 28, 2024 - PRLog -- The global call center AI market will generate estimated USD 3,378.9 million revenue in 2024 and witness a CAGR of 25.0% during 2024–2030, reaching USD 12,910.6 million by 2030.

Artificial Intelligence (AI) mimics human intelligence through computer systems, encompassing processes like learning, reasoning, and problem-solving. The call center AI market includes solutions that use speech assistants to resolve issues. By integrating speech assistants with machine learning (ML), AI enables the development of applications tailored to specific needs. Businesses are now focusing on AI-based solutions like chatbots instead of traditional email and messaging for problem resolution, as these provide real-time assistance and are cost-effective.

AI enhances call center efficiency by automating repetitive tasks, which boosts both customer and employee satisfaction through improved work efficiency and shorter wait times. Moreover, these AI solutions support human resources by quickly resolving most customer issues and escalating more complex problems, which AI might not handle, to human employees.

Running a 24/7 call center operation incurs significant costs, requiring multiple agents working in different shifts. In contrast, AI-based chatbots can handle most queries, reducing the need for additional staffing and providing instant solutions to a wide range of consumer issues.

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Key Insights

l  Services will grow fastest at a CAGR of 25.4% from 2024 to 2030, including support and training for effective AI technology usage in call centers.

l  Solutions will dominate with a 70.0% market share in 2024, driven by increased complex buyer queries and reduced operational costs due to AI advancements.

l  Small and medium enterprises (SMEs) will grow fastest at a CAGR of 25.6% from 2024 to 2030, due to the increasing number of SMEs and their adoption of call center AI solutions.

l  Large enterprises will hold a 60.0% market share in 2024, due to extensive adoption of call center software for improved security, automatic recording, affordability, increased sales, and urgent call identification.

l  Cloud deployment will be the largest mode with a 65.0% market share in 2024 and the fastest-growing at 25.5% CAGR, favored for its cost-effectiveness, scalability, and ease of use.

l  BFSI will be the largest category with a 30.0% market share in 2024 and the fastest-growing at 25.8% CAGR, due to AI-powered voice bots and virtual assistants enhancing customer service and call operations.

l  North America will be the largest region with a 50.0% market share in 2024, driven by new technology deployments and increased AI spending.