세계의 콜센터용 인공지능 시장 : 부문별 예측(2025-2030년)

The Artificial Intelligence in Call Centers Market was valued at USD 2.81 billion in 2023, expected to reach USD 3.44 billion in 2024, and is projected to grow at a CAGR of 22.65%, to USD 11.77 billion by 2030.

The scope and application of artificial intelligence (AI) in call centers are vast, reflecting transformative shifts in customer service dynamics. AI technologies such as natural language processing, machine learning, and sentiment analysis are fundamentally redefining customer interactions by streamlining operations, personalizing experiences, and providing real-time analytics. The necessity for AI in call centers stems from the increasing demand for efficient, 24/7 customer support, cost reductions, and superior service quality. Applications extend from chatbots and virtual assistants handling routine inquiries to AI-driven analytics optimizing workforce management and identifying customer sentiment. End-use sectors such as telecommunications, banking, and retail are catalyzing the growth of AI adoption, driven by the pressing need to enhance customer satisfaction and loyalty.

Market insights reveal that the key growth influencers include the rapid advancement in AI technologies, rising customer expectations, and the increasing utility of AI in augmenting human agents' capabilities. Opportunities arise as companies innovate to offer more intuitive, omnichannel customer experiences, and implement advanced AI systems for deeper data-driven insights. To seize these opportunities, businesses should invest in cutting-edge AI development, focus on comprehensive training programs for seamless human-AI collaboration, and prioritize security and ethical standards to maintain consumer trust. However, limitations such as high implementation costs, data privacy concerns, and technological resistance challenge market expansion.

The most promising areas for innovation and research include developing emotionally intelligent AI systems capable of nuanced customer interactions, enhancing AI's multilingual proficiencies, and improving sentiment analysis accuracy. Additionally, exploring cloud-based AI solutions can cater to small and medium enterprises by reducing implementation barriers. The nature of the market is dynamic, characterized by rapid technological advancements and evolving consumer needs. To thrive, businesses must emphasize agility, invest in robust AI infrastructures, and adopt a customer-centric approach. Constant evaluation of emerging technologies and responsive adaptation to market changes are imperative strategies for sustained growth and competitive advantage.

Market Dynamics: Unveiling Key Market Insights in the Rapidly Evolving Artificial Intelligence in Call Centers Market

The Artificial Intelligence in Call Centers Market is undergoing transformative changes driven by a dynamic interplay of supply and demand factors. Understanding these evolving market dynamics prepares business organizations to make informed investment decisions, refine strategic decisions, and seize new opportunities. By gaining a comprehensive view of these trends, business organizations can mitigate various risks across political, geographic, technical, social, and economic domains while also gaining a clearer understanding of consumer behavior and its impact on manufacturing costs and purchasing trends.

• Market Drivers
  • Growth in customer engagement through social media platforms and increased data generation
  • Integration of new systems with existing ones at workplace
  • Advent of AI in call centers to offer enhanced customer support services and better experience
• Market Restraints
  • Lack of technically skilled workforce
• Market Opportunities
  • Advancements in AI and edge technologies to facilitate real-time actionable insights
  • Rapid penetration of chatbots and call center AI solutions in BFSI and government sector
• Market Challenges
  • Data privacy and security concerns among businesses

Porter's Five Forces: A Strategic Tool for Navigating the Artificial Intelligence in Call Centers Market

Porter's five forces framework is a critical tool for understanding the competitive landscape of the Artificial Intelligence in Call Centers Market. It offers business organizations with a clear methodology for evaluating their competitive positioning and exploring strategic opportunities. This framework helps businesses assess the power dynamics within the market and determine the profitability of new ventures. With these insights, business organizations can leverage their strengths, address weaknesses, and avoid potential challenges, ensuring a more resilient market positioning.

PESTLE Analysis: Navigating External Influences in the Artificial Intelligence in Call Centers Market

External macro-environmental factors play a pivotal role in shaping the performance dynamics of the Artificial Intelligence in Call Centers Market. Political, Economic, Social, Technological, Legal, and Environmental factors analysis provides the necessary information to navigate these influences. By examining PESTLE factors, businesses can better understand potential risks and opportunities. This analysis enables business organizations to anticipate changes in regulations, consumer preferences, and economic trends, ensuring they are prepared to make proactive, forward-thinking decisions.

Market Share Analysis: Understanding the Competitive Landscape in the Artificial Intelligence in Call Centers Market

A detailed market share analysis in the Artificial Intelligence in Call Centers Market provides a comprehensive assessment of vendors' performance. Companies can identify their competitive positioning by comparing key metrics, including revenue, customer base, and growth rates. This analysis highlights market concentration, fragmentation, and trends in consolidation, offering vendors the insights required to make strategic decisions that enhance their position in an increasingly competitive landscape.

FPNV Positioning Matrix: Evaluating Vendors' Performance in the Artificial Intelligence in Call Centers Market

The Forefront, Pathfinder, Niche, Vital (FPNV) Positioning Matrix is a critical tool for evaluating vendors within the Artificial Intelligence in Call Centers Market. This matrix enables business organizations to make well-informed decisions that align with their goals by assessing vendors based on their business strategy and product satisfaction. The four quadrants provide a clear and precise segmentation of vendors, helping users identify the right partners and solutions that best fit their strategic objectives.

Strategy Analysis & Recommendation: Charting a Path to Success in the Artificial Intelligence in Call Centers Market

A strategic analysis of the Artificial Intelligence in Call Centers Market is essential for businesses looking to strengthen their global market presence. By reviewing key resources, capabilities, and performance indicators, business organizations can identify growth opportunities and work toward improvement. This approach helps businesses navigate challenges in the competitive landscape and ensures they are well-positioned to capitalize on newer opportunities and drive long-term success.

Key Company Profiles

The report delves into recent significant developments in the Artificial Intelligence in Call Centers Market, highlighting leading vendors and their innovative profiles. These include 8x8, Inc., Amazon Web Services, Inc., Artificial Solutions International AB, Avaya Inc., Dialpad, Inc., Five9, Inc., Genesys Cloud Services, Inc., Google LLC by Alphabet Inc., Inbenta Holdings Inc., International Business Machines Corporation, Kore.ai, Inc., Microsoft Corporation, NICE Ltd., Oracle Corporation, Plivo Inc., and RingCentral, Inc..

Market Segmentation & Coverage

This research report categorizes the Artificial Intelligence in Call Centers Market to forecast the revenues and analyze trends in each of the following sub-markets:

• Based on Component, market is studied across Services and Solutions. The Services is further studied across Managed Services and Professional Services. The Professional Services is further studied across Support & Maintenance, System Integration & Implementations, and Training & Consulting.
• Based on Mode of Channel, market is studied across Chat, Email, Phone, Social Media, and Website.
• Based on Deployment Mode, market is studied across Cloud and On-Premises.
• Based on Application, market is studied across Agent Performance Management, Appointment Scheduling, Journey Orchestration, Predictive Call Routing, Sentiment Analysis, and Workforce Optimization.
• Based on Region, market is studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. The Europe, Middle East & Africa is further studied across Denmark, Egypt, Finland, France, Germany, Israel, Italy, Netherlands, Nigeria, Norway, Poland, Qatar, Russia, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, and United Kingdom.

The report offers a comprehensive analysis of the market, covering key focus areas:

1. Market Penetration: A detailed review of the current market environment, including extensive data from top industry players, evaluating their market reach and overall influence.

2. Market Development: Identifies growth opportunities in emerging markets and assesses expansion potential in established sectors, providing a strategic roadmap for future growth.

3. Market Diversification: Analyzes recent product launches, untapped geographic regions, major industry advancements, and strategic investments reshaping the market.

4. Competitive Assessment & Intelligence: Provides a thorough analysis of the competitive landscape, examining market share, business strategies, product portfolios, certifications, regulatory approvals, patent trends, and technological advancements of key players.

5. Product Development & Innovation: Highlights cutting-edge technologies, R&D activities, and product innovations expected to drive future market growth.

The report also answers critical questions to aid stakeholders in making informed decisions:

1. What is the current market size, and what is the forecasted growth?

2. Which products, segments, and regions offer the best investment opportunities?

3. What are the key technology trends and regulatory influences shaping the market?

4. How do leading vendors rank in terms of market share and competitive positioning?

5. What revenue sources and strategic opportunities drive vendors' market entry or exit strategies?

Table of Contents

1. Preface

• 1.1. Objectives of the Study
• 1.2. Market Segmentation & Coverage
• 1.3. Years Considered for the Study
• 1.4. Currency & Pricing
• 1.5. Language
• 1.6. Stakeholders

2. Research Methodology

• 2.1. Define: Research Objective
• 2.2. Determine: Research Design
• 2.3. Prepare: Research Instrument
• 2.4. Collect: Data Source
• 2.5. Analyze: Data Interpretation
• 2.6. Formulate: Data Verification
• 2.7. Publish: Research Report
• 2.8. Repeat: Report Update

3. Executive Summary

4. Market Overview

5. Market Insights

• 5.1. Market Dynamics
  • 5.1.1. Drivers
    • 5.1.1.1. Growth in customer engagement through social media platforms and increased data generation
    • 5.1.1.2. Integration of new systems with existing ones at workplace
    • 5.1.1.3. Advent of AI in call centers to offer enhanced customer support services and better experience
  • 5.1.2. Restraints
    • 5.1.2.1. Lack of technically skilled workforce
  • 5.1.3. Opportunities
    • 5.1.3.1. Advancements in AI and edge technologies to facilitate real-time actionable insights
    • 5.1.3.2. Rapid penetration of chatbots and call center AI solutions in BFSI and government sector
  • 5.1.4. Challenges
    • 5.1.4.1. Data privacy and security concerns among businesses
• 5.2. Market Segmentation Analysis
• 5.3. Porter's Five Forces Analysis
  • 5.3.1. Threat of New Entrants
  • 5.3.2. Threat of Substitutes
  • 5.3.3. Bargaining Power of Customers
  • 5.3.4. Bargaining Power of Suppliers
  • 5.3.5. Industry Rivalry
• 5.4. PESTLE Analysis
  • 5.4.1. Political
  • 5.4.2. Economic
  • 5.4.3. Social
  • 5.4.4. Technological
  • 5.4.5. Legal
  • 5.4.6. Environmental

6. Artificial Intelligence in Call Centers Market, by Component

• 6.1. Introduction
• 6.2. Services
  • 6.2.1. Managed Services
  • 6.2.2. Professional Services
    • 6.2.2.1. Support & Maintenance
    • 6.2.2.2. System Integration & Implementations
    • 6.2.2.3. Training & Consulting
• 6.3. Solutions

7. Artificial Intelligence in Call Centers Market, by Mode of Channel

• 7.1. Introduction
• 7.2. Chat
• 7.3. Email
• 7.4. Phone
• 7.5. Social Media
• 7.6. Website

8. Artificial Intelligence in Call Centers Market, by Deployment Mode

• 8.1. Introduction
• 8.2. Cloud
• 8.3. On-Premises

9. Artificial Intelligence in Call Centers Market, by Application

• 9.1. Introduction
• 9.2. Agent Performance Management
• 9.3. Appointment Scheduling
• 9.4. Journey Orchestration
• 9.5. Predictive Call Routing
• 9.6. Sentiment Analysis
• 9.7. Workforce Optimization

10. Americas Artificial Intelligence in Call Centers Market

• 10.1. Introduction
• 10.2. Argentina
• 10.3. Brazil
• 10.4. Canada
• 10.5. Mexico
• 10.6. United States

11. Asia-Pacific Artificial Intelligence in Call Centers Market

• 11.1. Introduction
• 11.2. Australia
• 11.3. China
• 11.4. India
• 11.5. Indonesia
• 11.6. Japan
• 11.7. Malaysia
• 11.8. Philippines
• 11.9. Singapore
• 11.10. South Korea
• 11.11. Taiwan
• 11.12. Thailand
• 11.13. Vietnam

12. Europe, Middle East & Africa Artificial Intelligence in Call Centers Market

• 12.1. Introduction
• 12.2. Denmark
• 12.3. Egypt
• 12.4. Finland
• 12.5. France
• 12.6. Germany
• 12.7. Israel
• 12.8. Italy
• 12.9. Netherlands
• 12.10. Nigeria
• 12.11. Norway
• 12.12. Poland
• 12.13. Qatar
• 12.14. Russia
• 12.15. Saudi Arabia
• 12.16. South Africa
• 12.17. Spain
• 12.18. Sweden
• 12.19. Switzerland
• 12.20. Turkey
• 12.21. United Arab Emirates
• 12.22. United Kingdom

13. Competitive Landscape

• 13.1. Market Share Analysis, 2023
• 13.2. FPNV Positioning Matrix, 2023
• 13.3. Competitive Scenario Analysis
• 13.4. Strategy Analysis & Recommendation

Companies Mentioned

• 1. 8x8, Inc.
• 2. Amazon Web Services, Inc.
• 3. Artificial Solutions International AB
• 4. Avaya Inc.
• 5. Dialpad, Inc.
• 6. Five9, Inc.
• 7. Genesys Cloud Services, Inc.
• 8. Google LLC by Alphabet Inc.
• 9. Inbenta Holdings Inc.
• 10. International Business Machines Corporation
• 11. Kore.ai, Inc.
• 12. Microsoft Corporation
• 13. NICE Ltd.
• 14. Oracle Corporation
• 15. Plivo Inc.
• 16. RingCentral, Inc.