According to a research report "Call Center AI Market major factors driving the growth in customer engagement through social media platforms and increased data. However, unsupervised self-learning of chatbots is a major restraining factor for the adoption of call center AI solutions, as self-training of autonomous virtual agents through complex data and unsupervised learning algorithms is a very difficult task. - Global Forecast to 2027" published by MarketsandMarkets. The global Call Center AI Market size is to grow from USD 1.6 billion in 2022 to USD 4.1 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.3% during the forecast period.
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The solutions segment to hold a larger market
size during the forecast period
Based on components, the
market size of the solutions segment is expected to hold a larger market share
in 2022, while the services segment is projected to grow at a higher CAGR
during the forecast period. Call center AI solutions ensure the strengthening
of customer relationships, resulting in increased first call resolution rate and
improved customer experience. Call center AI solutions ensure the strengthening
of customer relationships, resulting in increased first call resolution rate
and improved customer experience.
The SMEs segment is estimated to have a
higher CAGR during the forecast period
The SMEs segment is
projected to register a higher CAGR during the forecast period due to the
growing need to enhance business processes, reach new customers, stay
competitive and control their spending. Moreover, the growing need to enhance
business processes, reach new customers, stay competitive, and control their
spending to boost the growth of the call center AI solutions among SMEs.
The phone mode of channel segment is
estimated to hold the largest market size during the forecast period
Based on the mode of channel, the
phone segment is expected to hold the largest market size during the forecast
period due to the rising penetration of smartphone users across the globe. The
phone mode of channel is preferred by everyone, including tech-savvy and
non-tech-savvy people as it offers an enhanced user experience. The phone
provides multilevel IVR, queue callback, advanced routing, warm transfer, and
real-time metrics. Customers tend to use the smartphone to seek help for urgent
matters, complaints, and persistent issues as this preferred mode of channel
improve customer satisfaction rates and reduce miscommunication that arises
from text messages.
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North
America is expected to hold the largest market share during the forecast period
Based
on Region, North America is expected to hold the largest market share as in North
America call center AI solutions and services are highly effective in most
organizations and verticals due to the increasing need to provide businesses
with a way to operationalize and get more value from data assets. The increased
smartphone adoption and technological advancements in the call centers boost
the adoption across North America.
Key
players offering Call Center AI market are IBM (US), Microsoft (US), Oracle
(US), AWS (US), SAP (Germany), Google (US), Avaya (US), NICE (Israel), Nuance
Communications (US), Genesys (US), 8x8 (US), Artificial Solutions (Sweden),
Zendesk (US), Five9 (US), RingCentral (US), Talkdesk (US), Dialpad (US), Twilio
(US), Kore.ai (US), Inbenta (US), Creative Virtual (UK), Haptik (India), Rulai
(US), Pypestream (US), Avaamo (US), Senseforth.ai (US), Observe.AI (US),
Yellow.ai (US), Ultimate.ai (Germany), and Cognigy (Germany).
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