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人工智能

以客服中心運作的人工智慧市場規模、佔有率和成長分析（按組件、組織規模、通路、技術、功能、部署模式、應用、垂直產業和地區分類）—產業預測（2026-2033 年）

市場調查報告書

商品編碼

1895837

以客服中心運作的人工智慧市場規模、佔有率和成長分析（按組件、組織規模、通路、技術、功能、部署模式、應用、垂直產業和地區分類）—產業預測（2026-2033 年）

AI in Call Center Operations Market Size, Share, and Growth Analysis, By Component (Solutions, Services), By Organization Size, By Mode of Channel, By Technology, By Functionality, By Region - Industry Forecast 2026-2033

出版日期: 2025年12月15日 | 出版商:

SkyQuest | 英文 248 Pages | 商品交期: 3-5個工作天內

價格

簡介目錄

全球客服中心營運人工智慧市場預計到 2024 年將達到 18.2 億美元，到 2025 年將達到 22.1 億美元，到 2033 年將達到 103.4 億美元，在預測期（2026-2033 年）內複合年成長率為 21.3%。

隨著各組織機構努力降低營運成本並提升客戶體驗，人工智慧在客服中心營運的應用日益受到關注。主要企業正利用人工智慧分析客戶情緒、評估客服人員績效並識別關鍵問題，進而提升支援服務。自動化管理任務使客服人員能夠專注於解決客戶的核心問題，並加速培養高績效人才。此外，人工智慧還能分析大量語音數據，辨識績效趨勢，最佳化管理並簡化訓練流程。人工智慧驅動的聊天機器人顯著提高了工作效率，同時又不影響客戶滿意度，成為全球企業的寶貴資產。總而言之，人工智慧正在提升客服中心互動分析的品質和深度，對於實現卓越營運至關重要。

全球客服中心營運人工智慧市場促進因素

在當今的數位化環境中，透過社群媒體與客戶進行有效溝通已成為品牌和意見領袖的必備技能。為了提升客戶體驗和互動，許多企業正在摒棄傳統的客戶支援方式（例如電子郵件和即時訊息），轉而利用人工智慧驅動的聊天機器人。這種技術變革不僅提高了效率，還透過為客服人員提供寶貴的歷史數據和客戶互動洞察，開啟了交叉銷售和提升銷售的機會。因此，人工智慧在客服中心營運的應用日益被認為是提升整體客戶參與策略的關鍵促進因素。

限制全球客服中心營運人工智慧市場的因素

全球客服中心人工智慧市場面臨許多挑戰，尤其是對於試圖進入該領域的Start-Ups和新興企業而言。即使採用雲端原生解決方案，實施專業的人工智慧服務也可能成本高昂，因為管理大量資料本身就需要耗費大量資金。除了財務負擔之外，資料隱私和保護也是人們關注的焦點，而這些都是採用人工智慧或機器學習時必須考慮的關鍵因素。這些因素構成了准入壁壘，可能會限制客服中心人工智慧解決方案的廣泛應用，並阻礙市場的潛在成長。

人工智慧市場在客服中心營運領域的全球趨勢

在全球客服中心營運人工智慧市場，採用人工智慧增強型自助服務解決方案已成為一個顯著趨勢。隨著企業日益重視客戶體驗，對全天候支援和更短等待時間的需求也日益成長。人工智慧技術簡化了客戶互動，使客戶能夠自行解決問題，同時最佳化了客服中心的營運效率。這種變革不僅透過更快的解決問題速度提升了客戶滿意度，也使企業能夠更有效地分配資源。自助服務能力的興起代表著客服中心營運的變革，推動了客戶服務領域的創新和競爭優勢。

北美（按組件、組織規模、通路、技術、功能、部署模式、應用、垂直產業分類）
- 美國
- 加拿大
歐洲（按組件、組織規模、通路、技術、功能、部署模式、應用、產業分類）
- 英國
- 德國
- 西班牙
- 法國
- 義大利
- 其他歐洲地區
亞太地區（按組件、組織規模、通路、技術、功能、部署模式、應用程式和垂直行業分類）
- 中國
- 印度
- 日本
- 韓國
- 亞太其他地區
拉丁美洲（按組件、組織規模、通路、技術、功能、部署模式、應用程式、垂直產業分類）
- 巴西
- 墨西哥
- 其他拉丁美洲地區
中東和非洲（按組件、組織規模、通路、技術、功能、部署模式、應用程式和垂直產業分類）
- 海灣合作理事會國家
- 南非
- 其他中東和非洲地區

競爭對手儀錶板

前五大公司對比
主要企業的市場定位（2025 年）
主要市場參與者所採取的策略
近期市場趨勢
公司市佔率分析（2025 年）

主要企業簡介

Microsoft Corporation

以下公司列表僅供參考。我們為每家公司提供類似資訊，但只有上市公司才能提供詳細的財務數據。

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.

結論和分析師建議

簡介目錄

Product Code: SQMIG45F2069

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.

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