콜센터 운영 분야 AI 시장 규모, 점유율, 성장 분석 : 구성 요소별, 조직 규모별, 채널별, 기술별, 기능별, 용도별, 업계별, 지역별 - 업계 예측(2026-2033년)

Global AI in Call Center Operations Market size was valued at USD 1.82 Billion in 2024 and is poised to grow from USD 2.21 Billion in 2025 to USD 10.34 Billion by 2033, growing at a CAGR of 21.3% during the forecast period (2026-2033).

The integration of AI in call center operations is gaining traction as organizations seek to reduce operational costs while enhancing customer experiences. Major companies are harnessing AI to assess customer sentiments, evaluate agent performance, and identify critical issues, thereby strengthening support services. By automating administrative tasks, AI frees agents to concentrate on addressing fundamental customer challenges, accelerating the development of high-performing individuals. Furthermore, AI analyzes extensive voice data, uncovering performance patterns to optimize management and streamline onboarding processes. Additionally, AI-driven chatbots significantly boost productivity without compromising customer satisfaction, making them invaluable assets for businesses worldwide. Overall, AI elevates the quality and depth of analytical insights derived from call center interactions, proving essential for operational excellence.

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 Segments Analysis

Global AI in Call Center Operations Market is segmented by Component, Organization Size, Mode of Channel, Technology, Functionality, 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 Technology, the market is segmented into Machine Learning (ML), Natural Language Processing (NLP), Speech Recognition and Others. Based on Functionality, the market is segmented into Inbound Call Management, Outbound Call Management and Blended Call Handling. 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 Others. Based on Vertical, the market is segmented into BFSI, Media & Entertainment, Retail & Ecommerce, Healthcare & Life Sciences, Travel & Hospitality, IT & Telecom, Transportation & Logistics and Others. 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

In the current digital landscape, effective communication with customers via social media has become essential for brands and influencers alike. To improve customer experience and engagement, many businesses are transitioning from traditional support methods, such as emails and messages, to utilizing AI-driven chatbots. This technological shift empowers agents by equipping them with valuable historical data and insights regarding customer interactions, which not only enhances their efficiency but also opens up avenues for cross-selling and upselling opportunities. As a result, AI integration in call center operations is increasingly recognized as a vital driver for improving overall customer engagement strategies.

Restraints in the Global AI in Call Center Operations Market

The Global AI in Call Center Operations market faces significant challenges, particularly for startups and emerging companies attempting to penetrate this space. Implementing specialized AI services can incur substantial costs, even when utilizing cloud-native solutions, as managing large volumes of data is inherently expensive. In addition to the financial burden, there are serious concerns surrounding data privacy and protection, which are critical considerations in the deployment of AI and machine intelligence. These factors can create barriers to entry and limit the widespread adoption of AI solutions in call center operations, hindering potential growth within the market.

Market Trends of the Global AI in Call Center Operations Market

The Global AI in Call Center Operations market is witnessing a significant trend towards the adoption of AI-enhanced self-service solutions. As businesses increasingly prioritize customer experience, there is a growing demand for 24/7 support accessibility and reduced wait times. AI technology streamlines interactions, enabling customers to solve issues independently while simultaneously optimizing operational efficiency for contact centers. This shift not only enhances customer satisfaction through quick resolutions but also allows organizations to allocate resources more effectively. The rise of self-service capabilities signifies a transformative movement in call center operations, driving innovation and competitive advantages in the customer service landscape.

Table of Contents

Introduction

• Objectives of the Study
• Market Definition & Scope

Research Methodology

• Research Process
• Secondary & Primary Data Methods
• Market Size Estimation Methods
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Key Market Highlights
• Segmental Overview
• Competition Overview

Market Dynamics & Outlook

• Macro-Economic Indicators
• Drivers & Opportunities
• Restraints & Challenges
• Supply Side Trends
• Demand Side Trends
• Porters Analysis & Impact
  • 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
• Ecosystem Mapping
• Market Attractiveness Index, 2025
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Case Studies
• Technology Advancement
• Regulatory Landscape

Global AI in Call Center Operations Market Size by Component (2019-2032)

• 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 (2019-2032)

• Market Overview
• Large Enterprises
• SMEs

Global AI in Call Center Operations Market Size by Mode of Channel (2019-2032)

• Market Overview
• Phone
• Social Media
• Chat
• Email or Text
• Website

Global AI in Call Center Operations Market Size by Technology (2019-2032)

• Market Overview
• Machine Learning (ML)
• Natural Language Processing (NLP)
• Speech Recognition
• Others

Global AI in Call Center Operations Market Size by Functionality (2019-2032)

• Market Overview
• Inbound Call Management
• Outbound Call Management
• Blended Call Handling

Global AI in Call Center Operations Market Size by Deployment Mode (2019-2032)

• Market Overview
• Cloud
• On-Premises

Global AI in Call Center Operations Market Size by Application (2019-2032)

• Market Overview
• Workforce Optimization
• Predictive Call Routing
• Journey Orchestration
• Agent Performance Management
• Sentiment Analysis
• Appointment Scheduling
• Others

Global AI in Call Center Operations Market Size by Vertical (2019-2032)

• Market Overview
• BFSI
• Media & Entertainment
• Retail & Ecommerce
• Healthcare & Life Sciences
• Travel & Hospitality
• IT & Telecom
• Transportation & Logistics
• Others

Global AI in Call Center Operations Market Size by Region (2019-2032)

• North America (By Component, By Organization Size, By Mode of Channel, By Technology, By Functionality, By Deployment Mode, By Application, & By Vertical)
  • US
  • Canada
• Europe (By Component, By Organization Size, By Mode of Channel, By Technology, By Functionality, By Deployment Mode, By Application, & By Vertical)
  • UK
  • Germany
  • Spain
  • France
  • Italy
  • Rest of Europe
• Asia-Pacific (By Component, By Organization Size, By Mode of Channel, By Technology, By Functionality, By Deployment Mode, By Application, & By Vertical)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia Pacific
• Latin America (By Component, By Organization Size, By Mode of Channel, By Technology, By Functionality, By Deployment Mode, By Application, & By Vertical)
  • Brazil
  • Mexico
  • Rest of Latin America
• Middle East & Africa (By Component, By Organization Size, By Mode of Channel, By Technology, By Functionality, By Deployment Mode, By Application, & By Vertical)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Dashboard

• Top 5 Player Comparison
• Market Positioning of Key Players, 2025
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2025

Key Company Profiles

• Microsoft Corporation
  • Company Overview
  • Component Portfolio Overview
  • Financial Overview
  • Key Developments

The following companies are listed for indicative purposes only. Similar information will be provided for each, with detailed financial data available exclusively for publicly listed companies

• Genesys Cloud CX
• Five9, Inc.
• NICE Ltd.
• Cisco Systems, Inc.
• Avaya Holdings Corp.
• Amazon Web Services, Inc. (AWS)
• Google LLC (Alphabet subsidiary)
• Salesforce, Inc.
• Zendesk, Inc.
• Talkdesk, Inc.
• Twilio Inc.
• Verint Systems Inc.
• 8x8, Inc.
• RingCentral, Inc.
• Aspect Software, Inc.
• Calabrio, Inc.
• Freshworks Inc.
• TTEC Holdings, Inc.
• Enghouse Interactive Inc.

Conclusion & Analyst Recommendations