콜센터 AI 시장 규모, 점유율, 성장 분석 : 구성요소별, 전개 방식별, 기업 규모별, 채널별, 용도별, 최종 이용 산업별, 지역별 - 산업 예측(2025-2032년)
Call Center AI Market Size, Share, and Growth Analysis, By Component (Solutions, Services), By Deployment Type (Cloud, On-Premise), By Enterprise Size, By Channel, By Application, By End-use Industry, By Region - Industry Forecast 2025-2032
상품코드:1658027
리서치사:SkyQuest
발행일:2025년 02월
페이지 정보:영문 177 Pages
라이선스 & 가격 (부가세 별도)
한글목차
콜센터 AI 시장 규모는 2023년 20억 3,000만 달러로 평가되며, 예측 기간(2025-2032년) 동안 21.7%의 CAGR로 2024년 24억 7,000만 달러에서 2032년 118억 9,000만 달러로 성장할 것으로 예상됩니다.
2023년 10월 현재 콜센터의 인공지능(AI) 수요는 고객 문의에 신속하게 대응하고 소셜 미디어 플랫폼에서 소비자 참여를 강화하기 위한 고급 데이터 분석 기능에 대한 수요 증가로 인해 증가하고 있습니다. 콜센터 소프트웨어 시장에서 인기를 끌고 있는 주요 AI 애플리케이션에는 예측 콜 라우팅, 대화형 음성 응답(IVR), 통화 분석, 감성 지능, 대화형 AI 등이 있습니다. 또한, AI 기반 챗봇은 소셜 미디어를 통한 원활한 고객 연결을 촉진하고, 사용자가 원하는 시간에 콜센터 담당자에게 연락하여 AI 시스템으로부터 적시에 적절한 응답을 받을 수 있도록 지원합니다. 이러한 발전은 기술을 활용하여 고객 서비스와 업무 효율성을 향상시키는 데에 업계가 집중하고 있음을 반영합니다.
목차
소개
조사 목적
조사 범위
정의
조사 방법
정보 조달
2차와 1차 데이터 방법
시장 규모 예측
시장 가정과 제한
주요 요약
세계 시장 전망
공급과 수요 동향 분석
부문별 기회 분석
시장 역학과 전망
시장 개요
시장 규모
시장 역학
성장 촉진요인과 기회
성장 억제요인과 과제
Porters 분석
주요 시장 인사이트
핵심성공요인
경쟁 정도
주요 투자 기회
시장 생태계
시장 매력 지수(2024년)
PESTEL 분석
거시경제 지표
밸류체인 분석
가격 분석
기술의 진보
규제 상황
특허 분석
콜센터 AI 시장 규모 : 구성요소별 & CAGR(2025-2032년)
시장 개요
솔루션
서비스
콜센터 AI 시장 규모 : 전개 방식별 & CAGR(2025-2032년)
시장 개요
클라우드
온프레미스
콜센터 AI 시장 규모 : 기업 규모별 & CAGR(2025-2032년)
시장 개요
대기업
중소기업
콜센터 AI 시장 규모 : 채널별 & CAGR(2025-2032년)
시장 개요
음성
채팅
메일
소셜 미디어
콜센터 AI 시장 규모 : 용도별 & CAGR(2025-2032년)
시장 개요
예측 콜 라우팅
여정 오케스트레이션
콜센터 AI 시장 규모 : 최종 이용 산업별 & CAGR(2025-2032년)
시장 개요
BFSI
소매업과 E-Commerce
통신
헬스케어
미디어와 엔터테인먼트
여행과 호스피탈리티
기타
콜센터 AI 시장 규모 : 지역별 & CAGR(2025-2032년)
북미
미국
캐나다
유럽
독일
스페인
프랑스
영국
이탈리아
기타 유럽
아시아태평양
중국
인도
일본
한국
기타 아시아태평양
라틴아메리카
브라질
기타 라틴아메리카
중동 및 아프리카
GCC 국가
남아프리카공화국
기타 중동 및 아프리카
경쟁 정보
상위 5개사의 비교
주요 기업의 시장 포지셔닝(2024년)
주요 시장 기업이 채용한 전략
최근의 시장 동향
기업의 시장 점유율 분석(2024년)
주요 기업 개요
기업 상세
제품 포트폴리오 분석
기업 부문별 점유율 분석
매출 전년비 비교(2022-2024년)
주요 기업 개요
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)
결론과 제안
ksm
영문 목차
영문목차
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)
