Call center AI market to reach $10.4Bn by 2032: SNS Insider
PUNE, INDIA — The global call center artificial intelligence (AI) market is on track for substantial growth, with forecasts predicting an increase from US$1.7 billion in 2023 to US$10.4 billion by 2032 at a compound annual growth rate (CAGR) of 22.3%.
According to a recent report by SNS Insider, this expansion is primarily fueled by advancements in artificial intelligence (AI) technologies that enhance automation and customer experience.
Key trends transforming call center AI market
AI-driven solutions are revolutionizing customer support operations globally, altering how businesses engage with customers. Technologies such as natural language processing (NLP), machine learning (ML), and voice recognition are enabling faster, more personalized customer interactions.
These innovations allow AI to manage routine tasks like answering frequently asked questions, thus freeing human agents to address more complex issues and boosting customer satisfaction.
The demand for 24/7 support is a significant factor driving the adoption of AI in call centers. AI-powered virtual agents, including chatbots and voicebots, provide seamless and consistent support around the clock. This shift towards automation not only improves operational efficiency but also reduces customer wait times.
Multichannel AI solutions gain traction
As communication channels evolve, call centers are increasingly leveraging AI across multiple touchpoints. AI is being integrated into digital channels such as chat, email, and social media, enabling a unified customer service experience that can transition smoothly between different methods of communication.
Market segmentation: Dominance of AI solutions
The call center AI market is primarily divided into solutions and services, with solutions accounting for over 74% of revenue in 2023.
This segment includes AI software tools like chatbots, voice assistants, and speech analytics solutions that automate interactions and enhance agent performance.
The reliance on these solutions is expected to grow as companies seek cost reductions and improved service quality through AI-powered automation.
North America leads, Asia-Pacific surges
North America dominated the market in 2023 with a 38% share, driven by rapid AI adoption supported by robust technology infrastructure and a concentration of large enterprises. The United States is at the forefront, with companies like Google, IBM, and Microsoft spearheading AI-driven customer support technologies.
Meanwhile, the Asia-Pacific region is anticipated to experience the fastest growth during the forecast period. Digital transformation initiatives and rising investments in AI technologies across countries like China, India, Japan, and South Korea fuel this surge. The growing middle class and preference for digital customer support channels are key factors driving demand in this region.
