세계의 콜센터 인공지능(AI) 시장(2025-2029년)

The call center artificial intelligence (AI) market is forecasted to grow by USD 8471.1 million during 2024-2029, accelerating at a CAGR of 36.7% during the forecast period. The report on the call center artificial intelligence (AI) market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by rising adoption of cloud-based call centers, necessity to improve CRM for effective revenue generation, and increased demand for web self-service.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market size data, segment with regional analysis and vendor landscape in addition to an analysis of the key companies. Reports have historic and forecast data.

Technavio's call center artificial intelligence (AI) market is segmented as below:

By End-user

• BFSI
• Retail and E-commerce
• IT and telecom
• Media and entertainment
• Others

By Channel

• Phone
• Chat
• Email or text
• Social media
• Website

By Deployment

• On-premises
• Cloud

By Source

• Large enterprises
• SMEs

By Geographical Landscape

• North America
• APAC
• Europe
• South America
• Middle East and Africa

This study identifies the integration of chatbots for better turnaround times as one of the prime reasons driving the call center artificial intelligence (AI) market growth during the next few years. Also, growing popularity of live chats and increasing number of strategic alliances will lead to sizable demand in the market.

The report on the call center artificial intelligence (AI) market covers the following areas:

• Call Center Artificial Intelligence (AI) Market sizing
• Call Center Artificial Intelligence (AI) Market forecast
• Call Center Artificial Intelligence (AI) Market industry analysis

The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading call center artificial intelligence (AI) market vendors that include Alphabet Inc., Amazon.com Inc., Artificial Solutions International AB, Avaamo Inc., Avaya LLC, Conversica Inc., Creative Virtual Ltd., EdgeVerve Systems Ltd., Inbenta Holdings Inc., Jio Haptik Technologies Ltd., Kore.AI Inc., Microsoft Corp., NICE Ltd., Nuance Communications Inc., Oracle Corp., Pypestream Inc., Rulai, SAP SE, Talkdesk Inc., and Zendesk Inc.. Also, the call center artificial intelligence (AI) market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Table of Contents

1 Executive Summary

• 1.1 Market overview
  • Executive Summary - Chart on Market Overview
  • Executive Summary - Data Table on Market Overview
  • Executive Summary - Chart on Global Market Characteristics
  • Executive Summary - Chart on Market By Geographical Landscape
  • Executive Summary - Chart on Market Segmentation by End-user
  • Executive Summary - Chart on Market Segmentation by Channel
  • Executive Summary - Chart on Market Segmentation by Deployment
  • Executive Summary - Chart on Market Segmentation by Source
  • Executive Summary - Chart on Incremental Growth
  • Executive Summary - Data Table on Incremental Growth
  • Executive Summary - Chart on Company Market Positioning

2 Technavio Analysis

• 2.1 Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
• 2.2 Criticality of inputs and Factors of differentiation
  • Overview on criticality of inputs and factors of differentiation
• 2.3 Factors of disruption
  • Overview on factors of disruption
• 2.4 Impact of drivers and challenges
  • Impact of drivers and challenges in 2024 and 2029

3 Market Landscape

• 3.1 Market ecosystem
  • Parent Market
  • Data Table on - Parent Market
• 3.2 Market characteristics
  • Market characteristics analysis
• 3.3 Value chain analysis
  • Value chain analysis

4 Market Sizing

• 4.1 Market definition
  • Offerings of companies included in the market definition
• 4.2 Market segment analysis
  • Market segments
• 4.3 Market size 2024
• 4.4 Market outlook: Forecast for 2024-2029
  • Chart on Global - Market size and forecast 2024-2029 ($ million)
  • Data Table on Global - Market size and forecast 2024-2029 ($ million)
  • Chart on Global Market: Year-over-year growth 2024-2029 (%)
  • Data Table on Global Market: Year-over-year growth 2024-2029 (%)

5 Historic Market Size

• 5.1 Global Call Center Artificial Intelligence (AI) Market 2019 - 2023
  • Historic Market Size - Data Table on Global Call Center Artificial Intelligence (AI) Market 2019 - 2023 ($ million)
• 5.2 End-user segment analysis 2019 - 2023
  • Historic Market Size - End-user Segment 2019 - 2023 ($ million)
• 5.3 Channel segment analysis 2019 - 2023
  • Historic Market Size - Channel Segment 2019 - 2023 ($ million)
• 5.4 Deployment segment analysis 2019 - 2023
  • Historic Market Size - Deployment Segment 2019 - 2023 ($ million)
• 5.5 Source segment analysis 2019 - 2023
  • Historic Market Size - Source Segment 2019 - 2023 ($ million)
• 5.6 Geography segment analysis 2019 - 2023
  • Historic Market Size - Geography Segment 2019 - 2023 ($ million)
• 5.7 Country segment analysis 2019 - 2023
  • Historic Market Size - Country Segment 2019 - 2023 ($ million)

6 Qualitative Analysis

• 6.1 AI Impact on Global Call Center Artificial Intelligence (AI) Market

7 Five Forces Analysis

• 7.1 Five forces summary
  • Five forces analysis - Comparison between 2024 and 2029
• 7.2 Bargaining power of buyers
  • Bargaining power of buyers - Impact of key factors 2024 and 2029
• 7.3 Bargaining power of suppliers
  • Bargaining power of suppliers - Impact of key factors in 2024 and 2029
• 7.4 Threat of new entrants
  • Threat of new entrants - Impact of key factors in 2024 and 2029
• 7.5 Threat of substitutes
  • Threat of substitutes - Impact of key factors in 2024 and 2029
• 7.6 Threat of rivalry
  • Threat of rivalry - Impact of key factors in 2024 and 2029
• 7.7 Market condition
  • Chart on Market condition - Five forces 2024 and 2029

8 Market Segmentation by End-user

• 8.1 Market segments
  • Chart on End-user - Market share 2024-2029 (%)
  • Data Table on End-user - Market share 2024-2029 (%)
• 8.2 Comparison by End-user
  • Chart on Comparison by End-user
  • Data Table on Comparison by End-user
• 8.3 BFSI - Market size and forecast 2024-2029
  • Chart on BFSI - Market size and forecast 2024-2029 ($ million)
  • Data Table on BFSI - Market size and forecast 2024-2029 ($ million)
  • Chart on BFSI - Year-over-year growth 2024-2029 (%)
  • Data Table on BFSI - Year-over-year growth 2024-2029 (%)
• 8.4 Retail and e-commerce - Market size and forecast 2024-2029
  • Chart on Retail and e-commerce - Market size and forecast 2024-2029 ($ million)
  • Data Table on Retail and e-commerce - Market size and forecast 2024-2029 ($ million)
  • Chart on Retail and e-commerce - Year-over-year growth 2024-2029 (%)
  • Data Table on Retail and e-commerce - Year-over-year growth 2024-2029 (%)
• 8.5 IT and telecom - Market size and forecast 2024-2029
  • Chart on IT and telecom - Market size and forecast 2024-2029 ($ million)
  • Data Table on IT and telecom - Market size and forecast 2024-2029 ($ million)
  • Chart on IT and telecom - Year-over-year growth 2024-2029 (%)
  • Data Table on IT and telecom - Year-over-year growth 2024-2029 (%)
• 8.6 Media and entertainment - Market size and forecast 2024-2029
  • Chart on Media and entertainment - Market size and forecast 2024-2029 ($ million)
  • Data Table on Media and entertainment - Market size and forecast 2024-2029 ($ million)
  • Chart on Media and entertainment - Year-over-year growth 2024-2029 (%)
  • Data Table on Media and entertainment - Year-over-year growth 2024-2029 (%)
• 8.7 Others - Market size and forecast 2024-2029
  • Chart on Others - Market size and forecast 2024-2029 ($ million)
  • Data Table on Others - Market size and forecast 2024-2029 ($ million)
  • Chart on Others - Year-over-year growth 2024-2029 (%)
  • Data Table on Others - Year-over-year growth 2024-2029 (%)
• 8.8 Market opportunity by End-user
  • Market opportunity by End-user ($ million)
  • Data Table on Market opportunity by End-user ($ million)

9 Market Segmentation by Channel

• 9.1 Market segments
  • Chart on Channel - Market share 2024-2029 (%)
  • Data Table on Channel - Market share 2024-2029 (%)
• 9.2 Comparison by Channel
  • Chart on Comparison by Channel
  • Data Table on Comparison by Channel
• 9.3 Phone - Market size and forecast 2024-2029
  • Chart on Phone - Market size and forecast 2024-2029 ($ million)
  • Data Table on Phone - Market size and forecast 2024-2029 ($ million)
  • Chart on Phone - Year-over-year growth 2024-2029 (%)
  • Data Table on Phone - Year-over-year growth 2024-2029 (%)
• 9.4 Chat - Market size and forecast 2024-2029
  • Chart on Chat - Market size and forecast 2024-2029 ($ million)
  • Data Table on Chat - Market size and forecast 2024-2029 ($ million)
  • Chart on Chat - Year-over-year growth 2024-2029 (%)
  • Data Table on Chat - Year-over-year growth 2024-2029 (%)
• 9.5 Email or text - Market size and forecast 2024-2029
  • Chart on Email or text - Market size and forecast 2024-2029 ($ million)
  • Data Table on Email or text - Market size and forecast 2024-2029 ($ million)
  • Chart on Email or text - Year-over-year growth 2024-2029 (%)
  • Data Table on Email or text - Year-over-year growth 2024-2029 (%)
• 9.6 Social media - Market size and forecast 2024-2029
  • Chart on Social media - Market size and forecast 2024-2029 ($ million)
  • Data Table on Social media - Market size and forecast 2024-2029 ($ million)
  • Chart on Social media - Year-over-year growth 2024-2029 (%)
  • Data Table on Social media - Year-over-year growth 2024-2029 (%)
• 9.7 Website - Market size and forecast 2024-2029
  • Chart on Website - Market size and forecast 2024-2029 ($ million)
  • Data Table on Website - Market size and forecast 2024-2029 ($ million)
  • Chart on Website - Year-over-year growth 2024-2029 (%)
  • Data Table on Website - Year-over-year growth 2024-2029 (%)
• 9.8 Market opportunity by Channel
  • Market opportunity by Channel ($ million)
  • Data Table on Market opportunity by Channel ($ million)

10 Market Segmentation by Deployment

• 10.1 Market segments
  • Chart on Deployment - Market share 2024-2029 (%)
  • Data Table on Deployment - Market share 2024-2029 (%)
• 10.2 Comparison by Deployment
  • Chart on Comparison by Deployment
  • Data Table on Comparison by Deployment
• 10.3 On-premises - Market size and forecast 2024-2029
  • Chart on On-premises - Market size and forecast 2024-2029 ($ million)
  • Data Table on On-premises - Market size and forecast 2024-2029 ($ million)
  • Chart on On-premises - Year-over-year growth 2024-2029 (%)
  • Data Table on On-premises - Year-over-year growth 2024-2029 (%)
• 10.4 Cloud - Market size and forecast 2024-2029
  • Chart on Cloud - Market size and forecast 2024-2029 ($ million)
  • Data Table on Cloud - Market size and forecast 2024-2029 ($ million)
  • Chart on Cloud - Year-over-year growth 2024-2029 (%)
  • Data Table on Cloud - Year-over-year growth 2024-2029 (%)
• 10.5 Market opportunity by Deployment
  • Market opportunity by Deployment ($ million)
  • Data Table on Market opportunity by Deployment ($ million)

11 Market Segmentation by Source

• 11.1 Market segments
  • Chart on Source - Market share 2024-2029 (%)
  • Data Table on Source - Market share 2024-2029 (%)
• 11.2 Comparison by Source
  • Chart on Comparison by Source
  • Data Table on Comparison by Source
• 11.3 Large enterprises - Market size and forecast 2024-2029
  • Chart on Large enterprises - Market size and forecast 2024-2029 ($ million)
  • Data Table on Large enterprises - Market size and forecast 2024-2029 ($ million)
  • Chart on Large enterprises - Year-over-year growth 2024-2029 (%)
  • Data Table on Large enterprises - Year-over-year growth 2024-2029 (%)
• 11.4 SMEs - Market size and forecast 2024-2029
  • Chart on SMEs - Market size and forecast 2024-2029 ($ million)
  • Data Table on SMEs - Market size and forecast 2024-2029 ($ million)
  • Chart on SMEs - Year-over-year growth 2024-2029 (%)
  • Data Table on SMEs - Year-over-year growth 2024-2029 (%)
• 11.5 Market opportunity by Source
  • Market opportunity by Source ($ million)
  • Data Table on Market opportunity by Source ($ million)

12 Customer Landscape

• 12.1 Customer landscape overview
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

13 Geographic Landscape

• 13.1 Geographic segmentation
  • Chart on Market share By Geographical Landscape 2024-2029 (%)
  • Data Table on Market share By Geographical Landscape 2024-2029 (%)
• 13.2 Geographic comparison
  • Chart on Geographic comparison
  • Data Table on Geographic comparison
• 13.3 North America - Market size and forecast 2024-2029
  • Chart on North America - Market size and forecast 2024-2029 ($ million)
  • Data Table on North America - Market size and forecast 2024-2029 ($ million)
  • Chart on North America - Year-over-year growth 2024-2029 (%)
  • Data Table on North America - Year-over-year growth 2024-2029 (%)
• 13.4 APAC - Market size and forecast 2024-2029
  • Chart on APAC - Market size and forecast 2024-2029 ($ million)
  • Data Table on APAC - Market size and forecast 2024-2029 ($ million)
  • Chart on APAC - Year-over-year growth 2024-2029 (%)
  • Data Table on APAC - Year-over-year growth 2024-2029 (%)
• 13.5 Europe - Market size and forecast 2024-2029
  • Chart on Europe - Market size and forecast 2024-2029 ($ million)
  • Data Table on Europe - Market size and forecast 2024-2029 ($ million)
  • Chart on Europe - Year-over-year growth 2024-2029 (%)
  • Data Table on Europe - Year-over-year growth 2024-2029 (%)
• 13.6 South America - Market size and forecast 2024-2029
  • Chart on South America - Market size and forecast 2024-2029 ($ million)
  • Data Table on South America - Market size and forecast 2024-2029 ($ million)
  • Chart on South America - Year-over-year growth 2024-2029 (%)
  • Data Table on South America - Year-over-year growth 2024-2029 (%)
• 13.7 Middle East and Africa - Market size and forecast 2024-2029
  • Chart on Middle East and Africa - Market size and forecast 2024-2029 ($ million)
  • Data Table on Middle East and Africa - Market size and forecast 2024-2029 ($ million)
  • Chart on Middle East and Africa - Year-over-year growth 2024-2029 (%)
  • Data Table on Middle East and Africa - Year-over-year growth 2024-2029 (%)
• 13.8 Germany - Market size and forecast 2024-2029
  • Chart on Germany - Market size and forecast 2024-2029 ($ million)
  • Data Table on Germany - Market size and forecast 2024-2029 ($ million)
  • Chart on Germany - Year-over-year growth 2024-2029 (%)
  • Data Table on Germany - Year-over-year growth 2024-2029 (%)
• 13.9 US - Market size and forecast 2024-2029
  • Chart on US - Market size and forecast 2024-2029 ($ million)
  • Data Table on US - Market size and forecast 2024-2029 ($ million)
  • Chart on US - Year-over-year growth 2024-2029 (%)
  • Data Table on US - Year-over-year growth 2024-2029 (%)
• 13.10 Canada - Market size and forecast 2024-2029
  • Chart on Canada - Market size and forecast 2024-2029 ($ million)
  • Data Table on Canada - Market size and forecast 2024-2029 ($ million)
  • Chart on Canada - Year-over-year growth 2024-2029 (%)
  • Data Table on Canada - Year-over-year growth 2024-2029 (%)
• 13.11 China - Market size and forecast 2024-2029
  • Chart on China - Market size and forecast 2024-2029 ($ million)
  • Data Table on China - Market size and forecast 2024-2029 ($ million)
  • Chart on China - Year-over-year growth 2024-2029 (%)
  • Data Table on China - Year-over-year growth 2024-2029 (%)
• 13.12 India - Market size and forecast 2024-2029
  • Chart on India - Market size and forecast 2024-2029 ($ million)
  • Data Table on India - Market size and forecast 2024-2029 ($ million)
  • Chart on India - Year-over-year growth 2024-2029 (%)
  • Data Table on India - Year-over-year growth 2024-2029 (%)
• 13.13 Brazil - Market size and forecast 2024-2029
  • Chart on Brazil - Market size and forecast 2024-2029 ($ million)
  • Data Table on Brazil - Market size and forecast 2024-2029 ($ million)
  • Chart on Brazil - Year-over-year growth 2024-2029 (%)
  • Data Table on Brazil - Year-over-year growth 2024-2029 (%)
• 13.14 Russia - Market size and forecast 2024-2029
  • Chart on Russia - Market size and forecast 2024-2029 ($ million)
  • Data Table on Russia - Market size and forecast 2024-2029 ($ million)
  • Chart on Russia - Year-over-year growth 2024-2029 (%)
  • Data Table on Russia - Year-over-year growth 2024-2029 (%)
• 13.15 Japan - Market size and forecast 2024-2029
  • Chart on Japan - Market size and forecast 2024-2029 ($ million)
  • Data Table on Japan - Market size and forecast 2024-2029 ($ million)
  • Chart on Japan - Year-over-year growth 2024-2029 (%)
  • Data Table on Japan - Year-over-year growth 2024-2029 (%)
• 13.16 UK - Market size and forecast 2024-2029
  • Chart on UK - Market size and forecast 2024-2029 ($ million)
  • Data Table on UK - Market size and forecast 2024-2029 ($ million)
  • Chart on UK - Year-over-year growth 2024-2029 (%)
  • Data Table on UK - Year-over-year growth 2024-2029 (%)
• 13.17 Mexico - Market size and forecast 2024-2029
  • Chart on Mexico - Market size and forecast 2024-2029 ($ million)
  • Data Table on Mexico - Market size and forecast 2024-2029 ($ million)
  • Chart on Mexico - Year-over-year growth 2024-2029 (%)
  • Data Table on Mexico - Year-over-year growth 2024-2029 (%)
• 13.18 Market opportunity By Geographical Landscape
  • Market opportunity By Geographical Landscape ($ million)
  • Data Tables on Market opportunity By Geographical Landscape ($ million)

14 Drivers, Challenges, and Opportunity/Restraints

• 14.1 Market drivers
• 14.2 Market challenges
• 14.3 Impact of drivers and challenges
  • Impact of drivers and challenges in 2024 and 2029
• 14.4 Market opportunities/restraints

15 Competitive Landscape

• 15.1 Overview
• 15.2 Competitive Landscape
  • Overview on criticality of inputs and factors of differentiation
• 15.3 Landscape disruption
  • Overview on factors of disruption
• 15.4 Industry risks
  • Impact of key risks on business

16 Competitive Analysis

• 16.1 Companies profiled
  • Companies covered
• 16.2 Company ranking index
  • Company ranking index
• 16.3 Market positioning of companies
  • Matrix on companies position and classification
• 16.4 Alphabet Inc.
  • Alphabet Inc. - Overview
  • Alphabet Inc. - Business segments
  • Alphabet Inc. - Key offerings
  • Alphabet Inc. - Segment focus
  • SWOT
• 16.5 Amazon.com Inc.
  • Amazon.com Inc. - Overview
  • Amazon.com Inc. - Business segments
  • Amazon.com Inc. - Key news
  • Amazon.com Inc. - Key offerings
  • Amazon.com Inc. - Segment focus
  • SWOT
• 16.6 Artificial Solutions International AB
  • Artificial Solutions International AB - Overview
  • Artificial Solutions International AB - Product / Service
  • Artificial Solutions International AB - Key offerings
  • SWOT
• 16.7 Avaamo Inc.
  • Avaamo Inc. - Overview
  • Avaamo Inc. - Product / Service
  • Avaamo Inc. - Key offerings
  • SWOT
• 16.8 Avaya LLC
  • Avaya LLC - Overview
  • Avaya LLC - Product / Service
  • Avaya LLC - Key news
  • Avaya LLC - Key offerings
  • SWOT
• 16.9 Conversica Inc.
  • Conversica Inc. - Overview
  • Conversica Inc. - Product / Service
  • Conversica Inc. - Key offerings
  • SWOT
• 16.10 Creative Virtual Ltd.
  • Creative Virtual Ltd. - Overview
  • Creative Virtual Ltd. - Product / Service
  • Creative Virtual Ltd. - Key offerings
  • SWOT
• 16.11 EdgeVerve Systems Ltd.
  • EdgeVerve Systems Ltd. - Overview
  • EdgeVerve Systems Ltd. - Product / Service
  • EdgeVerve Systems Ltd. - Key offerings
  • SWOT
• 16.12 Inbenta Holdings Inc.
  • Inbenta Holdings Inc. - Overview
  • Inbenta Holdings Inc. - Product / Service
  • Inbenta Holdings Inc. - Key offerings
  • SWOT
• 16.13 Jio Haptik Technologies Ltd.
  • Jio Haptik Technologies Ltd. - Overview
  • Jio Haptik Technologies Ltd. - Product / Service
  • Jio Haptik Technologies Ltd. - Key offerings
  • SWOT
• 16.14 Microsoft Corp.
  • Microsoft Corp. - Overview
  • Microsoft Corp. - Business segments
  • Microsoft Corp. - Key news
  • Microsoft Corp. - Key offerings
  • Microsoft Corp. - Segment focus
  • SWOT
• 16.15 Nuance Communications Inc.
  • Nuance Communications Inc. - Overview
  • Nuance Communications Inc. - Product / Service
  • Nuance Communications Inc. - Key offerings
  • SWOT
• 16.16 Oracle Corp.
  • Oracle Corp. - Overview
  • Oracle Corp. - Business segments
  • Oracle Corp. - Key news
  • Oracle Corp. - Key offerings
  • Oracle Corp. - Segment focus
  • SWOT
• 16.17 SAP SE
  • SAP SE - Overview
  • SAP SE - Business segments
  • SAP SE - Key news
  • SAP SE - Key offerings
  • SAP SE - Segment focus
  • SWOT
• 16.18 Zendesk Inc.
  • Zendesk Inc. - Overview
  • Zendesk Inc. - Product / Service
  • Zendesk Inc. - Key offerings
  • SWOT

17 Appendix

• 17.1 Scope of the report
• 17.2 Inclusions and exclusions checklist
  • Inclusions checklist
  • Exclusions checklist
• 17.3 Currency conversion rates for US$
  • Currency conversion rates for US$
• 17.4 Research methodology
  • Research methodology
• 17.5 Data procurement
  • Information sources
• 17.6 Data validation
  • Data validation
• 17.7 Validation techniques employed for market sizing
  • Validation techniques employed for market sizing
• 17.8 Data synthesis
  • Data synthesis
• 17.9 360 degree market analysis
  • 360 degree market analysis
• 17.10 List of abbreviations
  • List of abbreviations