客服中心業務中人工智慧的市場規模、佔有率和成長分析（按組成部分、組織規模、通路模式、部署模式、應用、產業和地區）- 2025-2032 年產業預測

2023年，客服中心業務中人工智慧的全球市場規模為16億美元，從2024年的19.4億美元成長到2032年的91億美元，複合年成長率預計將成長21.3%。

人工智慧在客服中心業務中的整合由於能夠降低營運成本同時增強個人化客戶體驗而迅速普及。主要企業擴大利用人工智慧來透過分析客戶情緒和座席績效來識別關鍵痛點來豐富支援互動。透過自動化重複性管理任務，人工智慧使客服人員能夠專注於解決核心客戶挑戰，並加速頂尖人才的發展。此外，人工智慧也會篩選大量語音資料，以發現效能趨勢並幫助管理員改進入職流程。部署人工智慧聊天機器人將進一步提高生產力並確保大規模的卓越客戶體驗。隨著世界各地的公司尋求提高分析能力並改善客服中心的成果，這種趨勢變得越來越普遍。

目錄

介紹

• 研究目的
• 調查範圍
• 定義

調查方法

• 資訊採購
• 二手資料和主要資料方法
• 市場規模預測
• 市場假設與限制

執行摘要

• 全球市場展望
• 供需趨勢分析
• 按細分市場的機會分析

市場動態及展望

• 市場概況
• 市場規模
• 市場動態
  • 促進因素和機遇
  • 抑制因素和挑戰
• 波特的分析

主要市場考察

• 關鍵成功因素
• 競爭程度
• 主要投資機會
• 市場生態系統
• 市場吸引力指數（2024年）
• PESTEL分析
• 總體經濟指標
• 價值鏈分析
• 價格分析
• 技術分析
• 監管分析
• 案例研究分析
• 專利分析

客服中心業務中的人工智慧市場規模：按組成部分

• 市場概況
• 解決方案
  • 平台
  • 軟體工具
• 服務
  • 專業服務
  • 培訓和諮詢服務
  • 支援與維護
  • 系統整合及實施服務
  • 託管服務

客服中心業務中的人工智慧市場規模：按組織規模分類

• 市場概況
• 主要企業
• 小型企業

客服中心業務中的人工智慧市場規模：按通路模式

• 市場概況
• 電話
• 社群媒體
• 聊天
• 電子郵件或簡訊
• 網站

客服中心業務中的人工智慧市場規模：按部署模式

• 市場概況
• 雲
• 本地

客服中心業務中的人工智慧市場規模：按應用分類

• 市場概況
• 勞動力最佳化
• 預測呼叫路由
• 旅程編配
• 代理績效管理
• 情緒分析
• 預約時間表
• 其他用途

客服中心業務中的人工智慧市場規模：按行業

• 市場概況
• BFSI
• 媒體與娛樂
• 零售與電子商務
• 醫療保健和生命科學
• 旅遊/酒店
• 資訊科技和通訊
• 運輸/物流
• 其他行業

客服中心業務中的人工智慧市場規模

• 北美洲
  • 美國
  • 加拿大
• 歐洲
  • 德國
  • 西班牙
  • 法國
  • 英國
  • 義大利
  • 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/非洲
  • 海灣合作理事會國家
  • 南非
  • 其他中東/非洲

競爭資訊

• 前5名企業對比
• 主要企業市場定位（2024年）
• 主要市場參與者所採取的策略
• 近期市場趨勢
• 公司市場佔有率分析（2024年）
• 主要企業簡介
  • 公司簡介
  • 產品系列分析
  • 按細分市場分類的佔有率分析
  • 收益與前一年同期比較（2022-2024）

主要企業簡介

• 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）

結論和建議

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