客服中心AI 市場規模、佔有率、按組件、部署類型、公司規模、通路、應用、最終用途產業和地區分類的成長分析 - 2025-2032 年產業預測

預計到 2023 年客服中心AI 市場規模將達到 20.3 億美元，從 2024 年的 24.7 億美元成長到 2032 年的 118.9 億美元，預測期間（2025-2032 年）的複合年成長率為 21.7%。

截至 2023 年 10 月，客服中心對人工智慧 (AI) 的需求源於對高階資料分析能力日益成長的需求，以便快速回應客戶查詢並增強社交媒體平台上的消費者參與度。客服中心軟體市場中越來越受歡迎的一些主要 AI 應用包括預測呼叫路由、互動式語音回應 (IVR)、呼叫分析、情緒智慧和對話式 AI。此外，人工智慧主導的聊天機器人正在促進社交媒體上的無縫客戶連接，使用戶可以在方便的時候聯繫客服中心負責人，並從人工智慧系統獲得及時和相關的回應。這一轉變體現了業界對利用技術改善客戶服務和業務效率的重視。

目錄

介紹

• 調查目的
• 研究範圍
• 定義

調查方法

• 資訊採購
• 次要和主要資料方法
• 市場規模預測
• 市場假設與限制

執行摘要

• 全球市場展望
• 供需趨勢分析
• 細分機會分析

市場動態及展望

• 市場概況
• 市場規模
• 市場動態
  • 促進因素和機會
  • 限制與挑戰
• 波特的分析

主要市場考察

• 關鍵成功因素
• 競爭程度
• 主要投資機會
• 市場生態系統
• 市場吸引力指數（2024 年）
• PESTEL 分析
• 宏觀經濟指標
• 價值鏈分析
• 定價分析
• 技術進步
• 監管格局
• 專利分析

客服中心AI 市場規模（按組件和複合年成長率） (2025-2032)

• 市場概況
• 解決方案
• 服務

客服中心AI 市場規模（按部署類型和複合年成長率） (2025-2032)

• 市場概況
• 雲
• 本地

客服中心AI 市場規模（按公司規模和複合年成長率） (2025-2032)

• 市場概況
• 大型企業
• 中小型企業

客服中心AI 市場規模（按通路和複合年成長率） (2025-2032)

• 市場概況
• 嗓音
• 聊天
• 電子郵件
• 社群媒體

客服中心AI 市場規模（按應用和複合年成長率） (2025-2032)

• 市場概況
• 預測呼叫路由
• 旅程編配

客服中心AI 市場規模（依最終用途產業和複合年成長率） (2025-2032)

• 市場概況
• BFSI
• 零售與電子商務
• 通訊
• 衛生保健
• 媒體與娛樂
• 旅遊與飯店
• 其他

客服中心AI 市場規模（按地區）及複合年成長率（2025-2032）

• 北美洲
  • 美國
  • 加拿大
• 歐洲
  • 德國
  • 西班牙
  • 法國
  • 英國
  • 義大利
  • 其他歐洲國家地區
• 亞太地區
  • 中國
  • 印度
  • 日本
  • 韓國
  • 其他亞太地區
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲國家
• 中東和非洲
  • 海灣合作理事會國家
  • 南非
  • 其他中東和非洲地區

競爭資訊

• 前 5 家公司對比
• 主要企業市場定位（2024年）
• 主要市場參與者所採用的策略
• 近期市場趨勢
• 公司市場佔有率分析（2024 年）
• 主要企業簡介
  • 公司詳細資訊
  • 產品系列分析
  • 公司分部佔有率分析
  • 收益與前一年同期比較對比（2022-2024 年）

主要企業簡介

• IBM（USA）
• Microsoft（USA）
• Oracle（USA）
• Amazon Web Services（AWS）（USA）
• Google（USA）
• Avaya（USA）
• SAP（Germany）
• NICE（Israel）
• Genesys（USA）
• 8x8 Inc.（USA）
• Zendesk（USA）
• Five9（USA）
• Haptik（India）
• Conversica（USA）
• Inbenta Technologies（USA）
• Kore.ai（USA）
• EdgeVerve Systems（India）
• Avaamo（USA）
• Talkdesk（USA）

結論和建議

Call Center AI Market size was valued at USD 2.03 billion in 2023 and is poised to grow from USD 2.47 billion in 2024 to USD 11.89 billion by 2032, growing at a CAGR of 21.7% during the forecast period (2025-2032).

As of October 2023, the demand for call center artificial intelligence (AI) is being fueled by a growing need for advanced data analytical capabilities to address client inquiries promptly and enhance consumer engagement on social media platforms. Key AI applications gaining traction in the call center software market include predictive call routing, interactive voice response (IVR), call analytics, emotional intelligence, and conversational AI. Additionally, AI-driven chatbots are facilitating seamless client connections on social media, enabling users to reach out to call center representatives at their convenience and receive timely and relevant responses from AI systems. This evolution reflects the industry's focus on leveraging technology to improve customer service and operational efficiency.

Top-down and bottom-up approaches were used to estimate and validate the size of the Call Center AI 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.

Call Center AI Market Segments Analysis

Global Call Center AI Market is segmented by Component, Deployment Type, Enterprise Size, Channel, Application, End-use Industry and region. Based on Component, the market is segmented into Solutions and Services. Based on Deployment Type, the market is segmented into Cloud and On-Premise. Based on Enterprise Size, the market is segmented into Large Enterprises and Small and Medium-sized Enterprises (SMEs). Based on Channel, the market is segmented into Voice, Chat, Email and Social Media. Based on Application, the market is segmented into Predictive Call Routing and Journey Orchestration. Based on End-use Industry, the market is segmented into BFSI, Retail and E-commerce, Telecommunications, Healthcare, Media and Entertainment, Travel and Hospitality and Others. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Call Center AI Market

The Call Center AI market is being significantly propelled by the growing recognition among businesses, across various sectors, of the necessity to offer outstanding customer experiences as a means to achieve a competitive advantage. These AI solutions effectively facilitate personalized interactions, ensure swift query resolution, and offer round-the-clock support, all of which contribute to improved customer satisfaction and loyalty. Moreover, the escalating demand for AI-driven innovations, including chatbots and virtual assistants, stems from the desire to deliver seamless, efficient, and tailored customer service experiences, which are becoming increasingly essential in today's fast-paced business landscape.

Restraints in the Call Center AI Market

The implementation of AI in call centers necessitates the gathering and management of extensive customer data, which poses significant challenges regarding data privacy and security. Organizations are required to establish comprehensive data protection strategies to safeguard customer information and adhere to prevailing data privacy regulations. Failure to protect this data adequately can result in breaches that undermine customer trust and tarnish the organization's reputation, potentially leading to severe legal consequences. As a result, the need for stringent data security measures serves as a considerable restraint within the Call Center AI market, influencing how businesses adopt and utilize these technological advancements.

Market Trends of the Call Center AI Market

The Call Center AI market is witnessing a significant trend towards the adoption of omnichannel customer engagement solutions, driven by the proliferation of diverse communication platforms like phone calls, emails, chat, social media, and messaging apps. Businesses are increasingly prioritizing the delivery of seamless customer experiences, leading to enhanced integration of AI technologies across these channels. This integration allows for personalized and contextually relevant interactions, enabling customers to transition effortlessly between communication modes. As organizations strive to enhance customer satisfaction and loyalty, the emphasis on cohesive omnichannel strategies is reshaping the landscape of the Call Center AI market, fostering innovation and growth.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • 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
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Technology Advancement
• Regulatory Landscape
• Patent Analysis

Global Call Center AI Market Size by Component & CAGR (2025-2032)

• Market Overview
• Solutions
• Services

Global Call Center AI Market Size by Deployment Type & CAGR (2025-2032)

• Market Overview
• Cloud
• On-Premise

Global Call Center AI Market Size by Enterprise Size & CAGR (2025-2032)

• Market Overview
• Large Enterprises
• Small and Medium-sized Enterprises (SMEs)

Global Call Center AI Market Size by Channel & CAGR (2025-2032)

• Market Overview
• Voice
• Chat
• Email
• Social Media

Global Call Center AI Market Size by Application & CAGR (2025-2032)

• Market Overview
• Predictive Call Routing
• Journey Orchestration

Global Call Center AI Market Size by End-use Industry & CAGR (2025-2032)

• Market Overview
• BFSI
• Retail and E-commerce
• Telecommunications
• Healthcare
• Media and Entertainment
• Travel and Hospitality
• Others

Global Call Center AI Market Size & CAGR (2025-2032)

• North America (Component, Deployment Type, Enterprise Size, Channel, Application, End-use Industry)
  • US
  • Canada
• Europe (Component, Deployment Type, Enterprise Size, Channel, Application, End-use Industry)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Component, Deployment Type, Enterprise Size, Channel, Application, End-use Industry)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Component, Deployment Type, Enterprise Size, Channel, Application, End-use Industry)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Component, Deployment Type, Enterprise Size, Channel, Application, End-use Industry)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• IBM (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Microsoft (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Amazon Web Services (AWS) (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Google (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Avaya (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NICE (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Genesys (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• 8x8 Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zendesk (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Five9 (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Haptik (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Conversica (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Inbenta Technologies (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Kore.ai (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• EdgeVerve Systems (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Avaamo (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Talkdesk (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations