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Call Center AI Market Size, Share, Trends and Demand Growth to 2027 | VynZ Research

The global call center AI market is anticipated to grow at a 23.9& CAGR during 2021-2027 and is expected to reach USD 2,996.5 million by 2027. Factors attributing to the growth of the call center AI market include growth in data generation among several enterprises, rising customer support engagement via social media platforms, adoption of AI by businesses to provide customer support services that will accelerate the growth of the market. Also, the rising adoption of developed technologies like 5G, IoT, and cost-effective and adaptable cloud-based arrangements will further proliferate the growth of the market. Nevertheless, integration of gesture recognition along with AI-based CHATBOTS or IVAS and the development of artificial intelligence and machine learning will provide tremendous opportunities for the growth of the market.

The COVID-19 outbreak has increased the use of advanced call center software solutions owing to the growing need for organizations to update old infrastructure in order to establish a more flexible approach and focus on customer engagement.


 

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The call center AI market is divided into natural language processing, machine learning, automatic speech recognition, computer vision, video recognition, and others, based on technology. The automatic speech recognition (ASR) category produced the most revenue as this technology can construct customer databases with correct insights. These databases assist businesses in predicting client behavior and ensuring customer happiness. Furthermore, firms can use this technology, which is available from call center AI market participants, to accurately record every aspect of data for analysis and mapping agent performance.

North America dominates the call center AI market owing to robust technological advancement and the presence of prominent industry players like IBM, Google, Microsoft, Awa, etc. in the region.

In January 2021, Amazon Web Services has augmented its artificial intelligence-powered Contact Center Intelligence (CCI) solutions, allowing customers to combine AWS's artificial intelligence and machine learning capabilities with their current contact center providers to improve efficiencies, deliver personalized customer experiences, and gain deeper insights from their data. Companies may use AWS CCI for text-to-speech, translation, enterprise search, conversational AI, transcription, and language understanding by combining AWS AI and ML-powered services.

The prominent players in the call center AI market include Amazon Web Services Inc., Nuance Communications Inc., Haptik Inc., Microsoft Corporation, Google LLC, International Business Machines Corporation, NICE inContact, Talkdesk Inc., Oracle Corporation, Cogito Corporation, SmartAction LLC, Five9 Inc., Avaya Inc., Zendesk Inc., and SAP SE.

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