全球客服中心人工智慧市場規模、佔有率、成長分析：按技術類型、部署類型、服務、應用程式類型、產業-產業預測（2024-2031）

2022年全球客服中心AI市場規模將為17.1億美元，從2023年的21.1億美元成長到2031年的111.2億美元，預計在預測期間（2024-2031年）將以複合年成長率成長23.12% 。

人們日益需要改進資料分析能力，以快速回應客戶詢問並透過社群媒體平台推動參與，預計這將推動客服中心對人工智慧 (AI) 的需求。預測呼叫路由、互動式語音應答 (IVR)、呼叫分析、情緒智慧和對話式 AI 等關鍵 AI 應用在客服中心軟體市場中越來越受歡迎。利用人工智慧驅動的聊天機器人，客服中心可以在社群媒體平台上與客戶互動，讓客戶可以在方便的時候與支援代理商聯繫，並獲得人工智慧模型產生的支援。它可以讓您彈性接收量身客製化的響應。

目錄

執行摘要

• 市場概況
• 命運之輪

調查方法

• 資訊採購
• 次要/一級資訊來源
• 市場規模估算
• 市場假設與限制

母市場分析

• 市場概況
• 市場規模
• 市場動態
  • 促進因素
  • 機會
  • 抑制因素
  • 任務

主要市場考察

• 技術分析
• 價格分析
• 供應鏈分析
• 價值鏈分析
• 市場生態系統
• 智慧財產權分析
• 貿易分析
• Start-Ups分析
• 原料分析
• 創新矩陣
• 研發線產品分析
• 總體經濟指標
• 主要投資分析
• 關鍵成功因素
• 競爭程度

市場動態及展望

• 市場動態
  • 促進因素
  • 機會
  • 抑制因素
  • 任務
• 監管環境
• 波特的分析
• 對未來中斷的特殊考慮

客服中心人工智慧的全球市場：按技術類型

• 市場概況
• 自然語言處理（NLP）
• 自動語音辨識(ASR)
• 文字轉語音 (TTS)
• 機器學習 (ML) 與深度學習 (DL)

全球客服中心人工智慧市場：按部署類型

• 市場概況
• 雲端基礎
• 本地

全球客服中心人工智慧市場：按服務分類

• 市場概況
• 專業服務
• 管理服務

全球客服中心人工智慧市場：按應用類型

• 市場概況
• 虛擬助理
• 聊天機器人
• 語音機器人
• 智慧互動語音應答（IVR）系統

全球客服中心人工智慧市場：按行業分類

• 市場概況
• BFSI（銀行、金融業務、保險）
• 零售/電子商務
• 衛生保健
• 通訊/IT
• 旅遊/酒店業

全球客服中心人工智慧市場規模：按地區分類

• 市場概況
• 北美洲
  • 美國
  • 加拿大
• 歐洲
  • 德國
  • 西班牙
  • 法國
  • 英國
  • 其他歐洲國家地區
• 亞太地區
  • 中國
  • 印度
  • 日本
  • 韓國
  • 其他亞太地區
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲地區
• 中東和非洲 (MEA)
  • 海灣合作理事會國家
  • 南非
  • 其他中東/非洲地區

競爭格局

• 前5名企業對比
• 主要企業市場定位（2021年）
• 主要市場參與者所採取的策略
• 關鍵成功策略
• 近期市集活動
• 主要企業市場佔有率（2021年）

主要企業簡介

• 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