Call Center AI Market Size and Analysis

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The Call Center AI Global Market Report 2023 by The Business Research Company, provides call center ai market overview across 60+ geographies in the seven regions – Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa for the 27 major global industries. The report covers a ten-year historic period – 2010-2021, and a ten-year forecast period – 2023-2032.

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According to The Business Research Company’s Call Center AI Global Market Report 2023, the market size will grow from $1.78 billion in 2022 to $2.23 billion in 2023 at a compound annual growth rate (CAGR) of 25.3%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The market size of the call center AI is expected to grow to $5.57 billion in 2027 at a CAGR of 25.7%.

Rising demand for AI-based intelligent virtual assistants and chatbots are driving the growth of the call center AI market. AI-based intelligent virtual assistants and chatbots provide enhanced customer support services that offer immense opportunities and better communications to clients. The epidemic of COVID-19 has resulted in an exponential increase in call volumes at customer service centers across geographies and sectors. To give callers first contact resolution, contact centers have implemented automation techniques such as chatbots, artificial intelligence, and natural language processing. They are also mapping experiences and assisting clients in implementing them to reduce calls, emails, and chats.

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The call center ai market is segmented:

1) By Component: Computer Platforms, Solutions, Services

2) By Deployment Type: Cloud, On-Premise

3) By Industry Vertical: Banking, Financial Services, And Insurance (BFSI), Retail And E-commerce, Telecom, Healthcare, Media And Entertainment, Travel And Hospitality, Other Industries

Technology advancement is a key trend gaining popularity in the call center AI market. Introducing new technologies helps the market grow and provides an enhanced experience to the clients. For instance, in September 2021, Google introduced the beta launch of Dialogflow CX, the latest version of the company’s suite for building conversational experiences that includes a set of new abilities for advanced virtual agents. The product is launched and available as a part of Google’s Contact Centre AI. Dialogflow CX is a conversation management system that works across a variety of platforms, including mobile, online, smart devices, chatbots, interactive voice response systems, messaging applications, and more. The previous version of the product provided a standard agent as compared to the newer version which provides an advanced agent with paid enhanced features such as extended audio input/output.

The call center ai market report table of contents includes: