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市場調查報告書
商品編碼
1666524

呼叫中心 AI 市場機會、成長動力、產業趨勢分析與 2025 - 2034 年預測

Call Center AI Market Opportunity, Growth Drivers, Industry Trend Analysis, and Forecast 2025 - 2034
出版日期: | 出版商: Global Market Insights Inc. | 英文 164 Pages | 商品交期: 2-3個工作天內

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簡介目錄

2024 年全球呼叫中心 AI 市場價值為 21 億美元，預計 2025 年至 2034 年期間將以 18.9% 的複合年成長率大幅成長。隨著企業努力保持競爭力，將人工智慧 (AI) 融入呼叫中心營運正在成為關鍵的差異化因素。向人工智慧的轉變不僅是一種趨勢，也是公司與客戶互動方式的根本轉變。人工智慧驅動的解決方案透過自動化日常任務、提供即時回應以及分析大量資料來即時預測和滿足客戶需求，徹底改變了客戶服務。結果是提高了效率、降低了營運成本並增強了客戶滿意度，這些對於在當今快節奏的商業環境中保持領先地位至關重要。

呼叫中心 AI 市場 - IMG1

預測分析、勞動力最佳化工具和自動化等人工智慧技術對於簡化呼叫中心營運至關重要。透過確保適當的人員配備水準並有效管理大量呼叫，人工智慧驅動的解決方案可讓企業減少呼叫處理時間並提高首次呼叫解決率。這些進步不僅提高了營運效率，也提高了整體生產力。自動化是減少人為錯誤、降低管理成本和確保一致服務交付的關鍵，特別是在成本控制是優先考慮的行業。隨著人工智慧解決方案的不斷發展，其提高客戶滿意度並節省成本的能力將變得更加明顯。

市場範圍
起始年份 2024
預測年份 2025-2034
起始值 21億美元
預測值 113億美元
複合年成長率 18.9％

呼叫中心 AI 市場主要分為兩類：解決方案和服務。 2024 年，解決方案部門佔據了 71% 的市場佔有率，預計到 2034 年將創造 92 億美元的收入。企業擴大部署虛擬助理、聊天機器人、語音辨識系統和預測分析，以簡化流程、降低營運費用並應對高通話量和代理商倦怠等常見挑戰。這些 AI 解決方案還確保全天候支援可用性，幫助企業處理重複性任務而不會對團隊造成過重負擔。

在部署方面，市場分為內部部署和基於雲端的模型。由於其可擴展性、成本效益和靈活性，基於雲端運算的領域將在 2024 年佔據 40% 的佔有率。雲端解決方案消除了昂貴的基礎設施投資的需要，並允許企業，尤其是中小型企業 (SME) 以無需高昂的前期成本來實施 AI 技術。此外，基於雲端的平台提供遠端存取並實現即時資料處理，使其成為在混合或遠端工作環境中營運的組織的理想選擇。

在美國，呼叫中心 AI 市場在 2024 年佔據主導地位，佔有 76% 的市場佔有率，預計到 2034 年將創造 102 億美元的市場價值。對提升客戶體驗的日益關注和多個行業對自動化的不斷成長的需求繼續推動美國市場的成長。

目錄

第 1 章：方法論與範圍

  • 研究設計
    • 研究方法
    • 資料收集方法
  • 基礎估計和計算
    • 基準年計算
    • 市場估計的主要趨勢
  • 預測模型
  • 初步研究與驗證
    • 主要來源
    • 資料探勘來源
  • 市場定義

第 2 章：執行摘要

第 3 章：產業洞察

  • 產業生態系統分析
    • 解決方案提供者
    • 技術提供者
    • 硬體製造商
    • 系統整合商
    • 最終用戶
  • 供應商概況
  • 利潤率分析
  • 技術與創新格局
  • 重要新聞及舉措
  • 監管格局
  • 衝擊力
    • 成長動力
      • 對增強客戶體驗的需求不斷成長
      • 成本最佳化和營運效率
      • 人工智慧技術的進步
      • 全通路溝通的採用日益廣泛
    • 產業陷阱與挑戰
      • 資料隱私和安全問題
      • 與遺留系統整合
  • 成長潛力分析
  • 波特的分析
  • PESTEL 分析

第4章：競爭格局

  • 介紹
  • 公司市佔率分析
  • 競爭定位矩陣
  • 戰略展望矩陣

第5章：市場估計與預測：按組件，2021 - 2034 年

  • 主要趨勢
  • 解決方案
  • 服務
    • 專業服務
    • 託管服務

第6章：市場估計與預測：依部署模型，2021 - 2034 年

  • 主要趨勢
  • 本地
  • 雲

第 7 章：市場估計與預測：按應用，2021 - 2034 年

  • 主要趨勢
  • 勞動力最佳化
  • 預測呼叫路由
  • 旅程編排
  • 座席績效管理
  • 情緒分析
  • 預約安排

第 8 章：市場估計與預測：按最終用途，2021 - 2034 年

  • 主要趨勢
  • 金融保險業協會
  • 零售與電子商務
  • 電信
  • 衛生保健
  • 媒體與娛樂
  • 旅遊與飯店
  • 其他

第 9 章：市場估計與預測：按地區，2021 - 2034 年

  • 主要趨勢
  • 北美洲
    • 美國
    • 加拿大
  • 歐洲
    • 英國
    • 德國
    • 法國
    • 西班牙
    • 義大利
    • 北歐
    • 俄羅斯
  • 亞太地區
    • 中國
    • 印度
    • 日本
    • 韓國
    • 澳洲
    • 東南亞
  • 拉丁美洲
    • 巴西
    • 墨西哥
    • 阿根廷
  • 中東及非洲
    • 阿拉伯聯合大公國
    • 南非
    • 沙烏地阿拉伯

第10章：公司簡介

  • Amazon Web Services
  • Avaya
  • Dialpad
  • Five9
  • Genesys
  • Google LLC (Google Cloud)
  • IBM Corporation
  • Microsoft Corporation
  • NICE inContact
  • Observe.AI
  • Oracle Corporation
  • SAP SE
  • Twilio
  • UiPath
  • Zendesk
簡介目錄
Product Code: 6766

The Global Call Center AI Market, valued at USD 2.1 billion in 2024, is expected to experience substantial growth at a CAGR of 18.9% from 2025 to 2034. This growth is driven by the increasing demand for businesses to offer quicker, more personalized, and seamless customer interactions as consumer expectations continue to rise. As businesses strive to remain competitive, the integration of artificial intelligence (AI) into call center operations is becoming a key differentiator. The shift toward AI is not just a trend but a fundamental transformation in how companies engage with customers. AI-driven solutions are revolutionizing customer service by automating routine tasks, providing instant responses, and analyzing vast amounts of data to predict and address customer needs in real-time. The result is improved efficiency, reduced operational costs, and enhanced customer satisfaction, which are all critical for staying ahead in today's fast-paced business environment.

Call Center AI Market - IMG1

AI technologies such as predictive analytics, workforce optimization tools, and automation are becoming essential to streamlining call center operations. By ensuring the right staffing levels and effectively managing high call volumes, AI-driven solutions allow businesses to reduce call handling times and improve first-call resolution rates. These advancements not only increase operational efficiency but also elevate overall productivity. Automation is key in minimizing human error, cutting overhead costs, and ensuring consistent service delivery, particularly in industries where cost control is a priority. As AI solutions continue to evolve, their ability to improve customer satisfaction while driving cost savings will only become more pronounced.

Market Scope
Start Year2024
Forecast Year2025-2034
Start Value$2.1 Billion
Forecast Value$11.3 Billion
CAGR18.9%

The call center AI market is segmented into two primary categories: solutions and services. In 2024, the solutions segment accounted for 71% of the market share and is forecast to generate USD 9.2 billion by 2034. This significant growth is attributed to the rising adoption of AI tools that automate customer interactions and optimize service delivery. Businesses are increasingly deploying virtual assistants, chatbots, speech recognition systems, and predictive analytics to streamline processes, reduce operational expenses, and tackle common challenges like high call volumes and agent burnout. These AI solutions also ensure 24/7 support availability, helping businesses handle repetitive tasks without overburdening their teams.

On the deployment front, the market is divided between on-premises and cloud-based models. The cloud-based segment held a 40% share in 2024 thanks to its scalability, cost-effectiveness, and flexibility. Cloud solutions eliminate the need for expensive infrastructure investments and allow businesses, especially small and medium-sized enterprises (SME), to implement AI technologies without high upfront costs. Furthermore, cloud-based platforms provide remote access and enable real-time data processing, making them ideal for organizations operating in hybrid or remote work environments.

In the United States, the call center AI market dominated with a 76% market share in 2024 and is projected to generate USD 10.2 billion by 2034. This leadership is fueled by the nation's advanced technological infrastructure, early adoption of AI tools, and the strong presence of leading tech companies. The growing focus on enhancing customer experiences and the rising demand for automation across multiple industries continue to drive market growth in the U.S. Additionally, government initiatives and investments in AI technology are accelerating the expansion of the market.

Table of Contents

Chapter 1 Methodology & Scope

  • 1.1 Research design
    • 1.1.1 Research approach
    • 1.1.2 Data collection methods
  • 1.2 Base estimates and calculations
    • 1.2.1 Base year calculation
    • 1.2.2 Key trends for market estimates
  • 1.3 Forecast model
  • 1.4 Primary research & validation
    • 1.4.1 Primary sources
    • 1.4.2 Data mining sources
  • 1.5 Market definitions

Chapter 2 Executive Summary

  • 2.1 Industry synopsis, 2021 - 2034

Chapter 3 Industry Insights

  • 3.1 Industry ecosystem analysis
    • 3.1.1 Solution providers
    • 3.1.2 Technology providers
    • 3.1.3 Hardware manufacturers
    • 3.1.4 System integrators
    • 3.1.5 End user
  • 3.2 Supplier landscape
  • 3.3 Profit margin analysis
  • 3.4 Technology & innovation landscape
  • 3.5 Key news & initiatives
  • 3.6 Regulatory landscape
  • 3.7 Impact forces
    • 3.7.1 Growth drivers
      • 3.7.1.1 Rising demand for enhanced customer experience
      • 3.7.1.2 Cost optimization and operational efficiency
      • 3.7.1.3 Advancements in AI technologies
      • 3.7.1.4 Increasing adoption of omnichannel communication
    • 3.7.2 Industry pitfalls & challenges
      • 3.7.2.1 Data privacy and security concerns
      • 3.7.2.2 Integration with legacy systems
  • 3.8 Growth potential analysis
  • 3.9 Porter’s analysis
  • 3.10 PESTEL analysis

Chapter 4 Competitive Landscape, 2024

  • 4.1 Introduction
  • 4.2 Company market share analysis
  • 4.3 Competitive positioning matrix
  • 4.4 Strategic outlook matrix

Chapter 5 Market Estimates & Forecast, By Component, 2021 - 2034 ($Bn)

  • 5.1 Key trends
  • 5.2 Solution
  • 5.3 Services
    • 5.3.1 Professional services
    • 5.3.2 Managed services

Chapter 6 Market Estimates & Forecast, By Deployment Model, 2021 - 2034 ($Bn)

  • 6.1 Key trends
  • 6.2 On-premises
  • 6.3 Cloud

Chapter 7 Market Estimates & Forecast, By Application, 2021 - 2034 ($Bn)

  • 7.1 Key trends
  • 7.2 Workforce optimization
  • 7.3 Predictive call routing
  • 7.4 Journey orchestration
  • 7.5 Agent performance management
  • 7.6 Sentiment analysis
  • 7.7 Appointment scheduling

Chapter 8 Market Estimates & Forecast, By End Use, 2021 - 2034 ($Bn)

  • 8.1 Key trends
  • 8.2 BFSI
  • 8.3 Retail & e-commerce
  • 8.4 Telecom
  • 8.5 Healthcare
  • 8.6 Media & entertainment
  • 8.7 Travel & hospitality
  • 8.8 Others

Chapter 9 Market Estimates & Forecast, By Region, 2021 - 2034 ($Bn)

  • 9.1 Key trends
  • 9.2 North America
    • 9.2.1 U.S.
    • 9.2.2 Canada
  • 9.3 Europe
    • 9.3.1 UK
    • 9.3.2 Germany
    • 9.3.3 France
    • 9.3.4 Spain
    • 9.3.5 Italy
    • 9.3.6 Nordics
    • 9.3.7 Russia
  • 9.4 Asia Pacific
    • 9.4.1 China
    • 9.4.2 India
    • 9.4.3 Japan
    • 9.4.4 South Korea
    • 9.4.5 Australia
    • 9.4.6 Southeast Asia
  • 9.5 Latin America
    • 9.5.1 Brazil
    • 9.5.2 Mexico
    • 9.5.3 Argentina
  • 9.6 MEA
    • 9.6.1 UAE
    • 9.6.2 South Africa
    • 9.6.3 Saudi Arabia

Chapter 10 Company Profiles

  • 10.1 Amazon Web Services
  • 10.2 Avaya
  • 10.3 Dialpad
  • 10.4 Five9
  • 10.5 Genesys
  • 10.6 Google LLC (Google Cloud)
  • 10.7 IBM Corporation
  • 10.8 Microsoft Corporation
  • 10.9 NICE inContact
  • 10.10 Observe.AI
  • 10.11 Oracle Corporation
  • 10.12 SAP SE
  • 10.13 Twilio
  • 10.14 UiPath
  • 10.15 Zendesk