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Call Center AI Market to Grow by USD 4.3 Billion (2024-2028), Rising Adoption of Cloud-Based Call Centers Boosting Growth, with AI Impacting Market Trends – Technavio

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NEW YORK, Jan. 31, 2025 /PRNewswire/ — Report on how AI is redefining market landscape – The global call center artificial intelligence (AI) market size is estimated to grow by USD 4.3 billion from 2024-2028, according to Technavio. The market is estimated to grow at a CAGR of  27.17%  during the forecast period. Rising adoption of cloud-based call centers is driving market growth, with a trend towards integration of chatbots for better turnaround times. However, integration issues between front-end and back-end knowledge bases poses a challenge. Key market players include Alphabet Inc., Amazon.com Inc., Artificial Solutions International AB, Avaamo Inc., Avaya LLC, Conversica Inc., Creative Virtual Ltd., EdgeVerve Systems Ltd., Inbenta Holdings Inc., Jio Haptik Technologies Ltd., Kore.ai Inc., Microsoft Corp., NICE Ltd., Nuance Communications Inc., Oracle Corp., Pypestream Inc., Rulai, SAP SE, Talkdesk Inc., and Zendesk Inc..

Key insights into market evolution with AI-powered analysis. Explore trends, segmentation, and growth drivers- View Free Sample PDF

Call Center Artificial Intelligence (Ai) Market Scope

Report Coverage

Details

Base year

2023

Historic period

2018 – 2022

Forecast period

2024-2028

Growth momentum & CAGR

Accelerate at a CAGR of 27.17%

Market growth 2024-2028

USD 4300.6 million

Market structure

Fragmented

YoY growth 2022-2023 (%)

20.98

Regional analysis

North America, APAC, Europe, South America, and Middle East and Africa

Performing market contribution

APAC at 36%

Key countries

US, China, UK, Germany, and Japan

Key companies profiled

Alphabet Inc., Amazon.com Inc., Artificial Solutions International AB, Avaamo Inc., Avaya LLC, Conversica Inc., Creative Virtual Ltd., EdgeVerve Systems Ltd., Inbenta Holdings Inc., Jio Haptik Technologies Ltd., Kore.ai Inc., Microsoft Corp., NICE Ltd., Nuance Communications Inc., Oracle Corp., Pypestream Inc., Rulai, SAP SE, Talkdesk Inc., and Zendesk Inc.

Market Driver

The Call Center AI market is experiencing significant growth as businesses seek to enhance customer engagement through AI technology. AI-powered chatbots and Intelligent Virtual Agents are trending, handling customer queries on social media platforms and mobile devices. Autonomous virtual agents are revolutionizing logistics and essential items sectors, while AI technology improves call center solutions with predictive call routing, interactive voice response, and call analytics. Retail sector leaders leverage AI for cross-selling and up-selling opportunities, while AI-enabled chatbots assist in technical network issues. Unsupervised self-learning and conversational AI are essential for NLP and ML-driven solutions. The market comprises solutions and services segments, with on-premises and cloud deployment options. AI platforms offer control compliance suites and omnichannel solutions, ensuring data privacy and security measures. Energy, IT and Telecom, and healthcare industries are adopting AI for quality assurance technology and emotional intelligence. Data analytics skills are crucial for implementing AI platforms, while cloud computing services streamline contact center operations. Despite advancements, challenges persist, including data breaches and hacking concerns, requiring ongoing privacy impact assessments and security measures. 

Call centers are essential for providing customer service, but delays in resolving queries can lead to customer dissatisfaction and potential loss of business. To address this issue, call centers are integrating Artificial Intelligence (AI) in the form of chatbots. These AI tools can handle simple queries efficiently, freeing up human agents to focus on more complex issues. By providing quick and accurate responses, chatbots enhance the overall customer experience, contributing to business success. 

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Market Challenges

The Call Center AI market is experiencing significant growth due to the increasing demand for automated customer engagement solutions. Challenges such as managing customer queries on social media platforms, delivering personalized service through chatbots and autonomous virtual agents, and addressing logistics and essential items inquiries require advanced AI technology. However, integrating AI into call centers brings new challenges, including data ownership, privacy impact assessments, and security measures for Personally Identifiable Information. Retail, IT and Telecom, Energy, and Healthcare sectors are major adopters of AI-powered chatbots and Intelligent Virtual Assistants. Solutions include predictive call routing, interactive voice response, call analytics, and emotional intelligence. The Services and Cloud Deployment segments dominate the market, with e-commerce and omnichannel solutions being key growth areas. Despite the benefits, AI implementation comes with risks such as data breaches and hacking. AI platforms must comply with control compliance suites and quality assurance technology to mitigate these risks. Cross-selling and up-selling opportunities are significant, but human sales reps and call center agents must adapt to work alongside AI technology. Historic data analysis, NLP, and ML are essential data analytics skills for AI platform models. Unsupervised self-learning and conversational AI are essential for handling complex customer queries. Cloud computing services enable scalability and cost savings. Technical network issues and AI-enabled chatbots and virtual agents require continuous monitoring and maintenance. The AI technology market is expected to grow, with the energy industry and healthcare sectors being major adopters.The integration of Call Center Artificial Intelligence (AI) in the form of chatbots is gaining popularity among various industries such as BFSI, telecom, healthcare, and media. However, the adoption of these advanced technologies brings about challenges related to system integration and interoperability. Vendors must offer unified IT solutions to manage these bots, ensuring seamless integration with the existing IT infrastructure of organizations. Chatbots should be integrated both at the front end and back end to provide a comprehensive solution. The integration process can be complex due to different knowledge bases used by organizations and chatbots. To avoid overlap or the creation of multiple knowledge bases, it is crucial to implement a well-planned and executed integration strategy.

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Segment Overview

This call center artificial intelligence (ai) market report extensively covers market segmentation by  

End-user1.1 BFSI1.2 Retail and e-commerce1.3 IT and telecom1.4 Media and entertainment1.5 OthersChannel 2.1 Phone2.2 Chat2.3 Email or text2.4 Social media2.5 WebsiteGeography 3.1 North America3.2 APAC3.3 Europe3.4 South America3.5 Middle East and Africa

1.1 BFSI-  The BFSI sector, with its large global customer base, has been an early adopter of call center AI technologies. The rise of mobile technology has facilitated authentication, detail exchange, and transaction conduct. Leading banks like Bank of America, J.P. Morgan Chase, and Capital One have integrated AI technologies to enhance customer engagement and automate operations. In the competitive financial services industry, superior customer service is vital for customer satisfaction and cost reduction. Unaddressed inquiries result in missed revenue opportunities and increased attrition. Banks utilize chatbots to support mobile apps, providing 24/7 customer service. Chatbots assist with banking activities, such as balance checking, bill payment, and fund transfers. Personal finance management (PFM) chatbots and analytics enable users to plan savings goals and optimize spending. AI predictive systems, integrated with customer accounts, analyze spending patterns and offer real-time financial advice. Chatbots simplify financial terminology, saving customers time. For instance, Cleo, a personal finance bot, uses machine learning to understand spending patterns from customer data, providing personalized insights. These factors fuel the growth of the BFSI segment in the global call center AI market.

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Research Analysis

The Call Center Artificial Intelligence (AI) market is experiencing significant growth due to the increasing demand for enhanced customer engagement. AI technologies such as chatbots, autonomous virtual agents, and unsupervised self-learning are revolutionizing call centers by automating customer queries and providing 24/7 support. AI-enabled chatbots and virtual agents are becoming increasingly popular in various industries, including IT and Telecom, healthcare, e-commerce, and logistics. The Services segment and Cloud deployment segment are leading the market growth, offering flexibility and cost-effective solutions. AI is also being integrated into omnichannel solutions, quality assurance technology, and interactive voice response systems to provide seamless customer experiences. Social media platforms are also being integrated with AI to handle customer queries and complaints effectively. AI’s ability to control compliance suites and provide personalized solutions is further driving the market growth.

Market Research Overview

The Call Center Artificial Intelligence (AI) market is revolutionizing customer engagement by integrating AI technology into various call center functions. AI-powered chatbots and Intelligent Virtual Agents handle customer queries on social media platforms and mobile devices, providing instant responses and personalized assistance. Autonomous virtual agents manage logistics and essential items orders, freeing up human sales reps and call center agents for more complex tasks. Historic data analysis enables cross-selling and up-selling opportunities, while AI platforms use Natural Language Processing (NLP) and Machine Learning (ML) to understand customer needs and provide solutions. Solutions include on-premises and cloud deployment models, catering to the retail sector, IT and Telecom, energy industry, and healthcare. AI enables predictive call routing, interactive voice response, call analytics, and emotional intelligence, offering omnichannel solutions and quality assurance technology. However, data ownership, privacy impact assessments, security measures, and compliance suites are crucial considerations to ensure data protection and prevent data breaches and hacking.

Table of Contents:

1 Executive Summary
2 Market Landscape
3 Market Sizing
4 Historic Market Size
5 Five Forces Analysis
6 Market Segmentation

End-userBFSIRetail And E-commerceIT And TelecomMedia And EntertainmentOthersChannelPhoneChatEmail Or TextSocial MediaWebsiteGeographyNorth AmericaAPACEuropeSouth AmericaMiddle East And Africa

7 Customer Landscape
8 Geographic Landscape
9 Drivers, Challenges, and Trends
10 Company Landscape
11 Company Analysis
12 Appendix

About Technavio

Technavio is a leading global technology research and advisory company. Their research and analysis focuses on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions.

With over 500 specialized analysts, Technavio’s report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio’s comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

Contacts

Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200
Email: media@technavio.com
Website: www.technavio.com/

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SOURCE Technavio

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IGT Announces Filing of Annual Report on Form 20-F with the U.S. Securities and Exchange Commission

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LONDON, Feb. 25, 2025 /PRNewswire/ — International Game Technology PLC (“IGT” or the “Company”) (NYSE: IGT) announced that its 2024 Annual Report on Form 20-F was filed with the U.S. Securities and Exchange Commission today, February 25, 2025, in accordance with Section 203.01 of the New York Stock Exchange Listed Company Manual. IGT’s 2024 Annual Report on Form 20-F includes the Company’s audited financial statements for the year ended December 31, 2024. A copy of IGT’s 2024 Annual Report on Form 20-F is available in the Investor Relations section of the Company’s website, www.IGT.com, and is also accessible at www.sec.gov

IGT will provide all holders of its securities a hard copy of its 2024 Annual Report on Form 20-F, free of charge and upon request, through its website or by writing to International Game Technology PLC, Attn: Corporate Secretary, 10 Finsbury Square, Third Floor, London EC2A 1AF.

About IGT

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 jurisdictions around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 11,000 employees. For more information, please visit www.igt.com.

Cautionary Statement Regarding Forward-Looking Statements

This news release may contain forward-looking statements (including within the meaning of the Private Securities Litigation Reform Act of 1995) concerning International Game Technology PLC and its consolidated subsidiaries (the “Company”) and other matters. These statements may discuss goals, intentions, and expectations as to future plans, trends, events, products and services, customer relationships, results of operations, or financial condition, or otherwise, including the various environmental, social, governance and sustainability initiatives, based on current beliefs of the management of the Company as well as assumptions made by, and information currently available to, such management. Forward-looking statements may be accompanied by words such as “aim,” “anticipate,” “believe,” “plan,” “could,” “would,” “should,” “shall,” “continue,” “estimate,” “expect,” “forecast,” “future,” “guidance,” “intend,” “may,” “will,” “possible,” “potential,” “predict,” “project” or the negative or other variations of them. These forward-looking statements speak only as of the date on which such statements are made and are subject to various risks and uncertainties, many of which are outside the Company’s control. Should one or more of these risks or uncertainties materialize, or should any of the underlying assumptions prove incorrect, actual results may differ materially from those predicted in the forward-looking statements and from past results, performance, or achievements. Therefore, you should not place undue reliance on such statements. Factors that could cause actual results to differ materially from those in the forward-looking statements include (but are not limited to) the factors and risks described in the Company’s annual report on Form 20-F for the financial year ended December 31, 2023 and other documents led from time to time with the SEC, which are available on the SEC’s website at www.sec.gov and on the investor relations section of the Company’s website at www.IGT.com. Except as required under applicable law, the Company does not assume any obligation to update these forward-looking statements. You should carefully consider these factors and other risks and uncertainties that affect the Company’s business. All forward-looking statements contained in this news release are qualified in their entirety by this cautionary statement. All subsequent written or oral forward-looking statements attributable to International Game Technology PLC, or persons acting on its behalf, are expressly qualified in their entirety by this cautionary statement.

Contact:

Phil O’Shaughnessy, Global Communications, toll free in U.S./Canada +1 (844) IGT-7452; outside U.S./Canada +1 (401) 392-7452

Matteo Selva, Italian media inquiries, +39 366 6803635

James Hurley, Investor Relations, +1 (401) 392-7190

© 2025 IGT

The trademarks and/or service marks used herein are either trademarks or registered trademarks of IGT, its affiliates or its licensors.

 

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SOURCE International Game Technology PLC

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PRESS PASSES AVAILABLE FOR NUTRITION 2025 TO BE HELD MAY 31-JUNE 3

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Join us in Orlando or access our virtual newsroom for this year’s hottest nutrition news 

BETHESDA, Md., Feb. 25, 2025 /PRNewswire/ — Complimentary press passes are now available for NUTRITION 2025, the annual flagship meeting of the American Society for Nutrition. Join us May 31-June 3 in Orlando to hear about the latest developments in nutrition research, practice and policy.

Nutrition science is in the spotlight like never before.

With the upcoming release of the 2025 Dietary Guidelines for Americans and a growing global recognition of nutrition’s critical role in health and chronic disease, NUTRITION 2025 is a can’t-miss event. Reporters are invited to attend in person to engage with key opinion leaders and discover the latest breakthroughs shaping the field.

This year’s meeting will explore cutting-edge research examining key questions in nutrition and public health, such as: What are the most effective dietary strategies for healthy aging? Does eating rate and food texture — rather than level of food processing — drive higher energy intake? How should gut health be defined and measured? Beyond weight loss, what broader effects are anti-obesity medications having on health and consumer behavior?

To apply for a press pass to attend NUTRITION 2025 in Orlando, check our Media Policies and submit a Press Registration Form.

Qualifying journalists will receive:

A press badge granting entry to all in-person meeting sessions in OrlandoAccess to recorded content from selected sessions on demand after the eventEarly access to embargoed materials featuring high-impact researchPersonal introductions for one-on-one interviews with featured scientists

Can’t join us in person? With a press pass, you can still be part of the action with access to embargoed press materials before the meeting.

Stay in the know by joining the discussion and getting the latest nutrition news:

Subscribe to email updates geared for journalistsVisit the NUTRITION 2025 Virtual NewsroomFollow #Nutrition2025 on LinkedIn, X, Instagram, Facebook and Bluesky

Contact:

Nancy Lamontagne, Media Liaison

(919) 617-1330 (mobile) media@nutrition.org

About the American Society for Nutrition (ASN)

ASN is the preeminent professional organization for nutrition research scientists and clinicians around the world. Founded in 1928, the society brings together the top nutrition researchers, medical practitioners, policy makers and industry leaders to advance our knowledge and application of nutrition. ASN publishes four peer-reviewed journals and provides education and professional development opportunities to advance nutrition research, practice, and education. Since 2018, the American Society of Nutrition has presented NUTRITION, the leading global annual meeting for nutrition professionals.

This news release was issued on behalf of Newswise™. For more information, visit http://www.newswise.com.

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SOURCE American Society for Nutrition (ASN)

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Kern Energy Announces Hydrogen Storage, Utilization and Decarbonization Initiative at Bakersfield Refinery, Partners with Claire Technologies & HyAxiom for Pioneering Collaboration

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First-of-its-Kind Collaboration Couples Existing Infrastructure with New Technology Advancing Innovating Strategies to Producing Lower Carbon Transportation Fuels

BAKERSFIELD, Calif., Feb. 25, 2025 /PRNewswire/ — Kern Energy is announcing a significant investment in its Bakersfield, CA refinery, reducing its carbon footprint while improving efficiency with Claire Technologies’ hydrogen storage and release system alongside seven HyAxiom, Inc. hydrogen-powered fuel cells. Building on its 90-year history as a renewable fuel pioneer producing California gasoline and diesel, Kern Energy is spearheading this first-in-kind project that will reclaim, store and utilize co-produced hydrogen. 

HyAxiom will provide its commercially proven fuel cell capable of operating on 100% co-produced hydrogen.

“Kern Energy is proud of our long history of innovation, leveraging existing infrastructure and talent toward tackling the challenges of climate change,” said Jennifer Haley, President & CEO of Kern Energy. “This project embodies our all-of-the-above approach to achieving climate goals—collaborating with forward-thinking partners to empower Kern Energy to reliably and affordably supply the fuels our state needs today, while serving as a catalyst and incubator for transformative technology that will shape the fuels of tomorrow. California is poised to be the national leader in clean new hydrogen technologies and Kern Energy is proud to do our part.” 

A global leader in fuel cell technology providing power and heat for commercial and industrial uses, HyAxiom will provide its commercially proven fuel cell capable of operating on 100% co-produced hydrogen, producing up to 3 MW of zero-emission electricity to the refinery. “The installation of HyAxiom’s hydrogen-powered fuel cells at Kern Energy’s refining facility represents a transformative step forward in clean energy innovation,” said Doo Soon Lee, CEO of HyAxiom, Inc. “As demonstrated by over 70 MW of the 100% direct hydrogen-powered fuel cells in operation globally, we will deliver resilient, emission-free electricity while supporting the decarbonization of critical industries like refining. We are proud to play a role in advancing the use of hydrogen as a key solution for achieving a more sustainable energy future in the Americas.” 

Incorporating Claire Technologies’ patented system, the project will also store hydrogen in a stable liquid form, making it available for on-demand release to serve other processes within refinery operations when needed. “We are delighted to partner with Kern Energy and HyAxiom to demonstrate our ability to store hydrogen in existing tankage which can then be released on demand using Claire’s proprietary EzH2TM technology. This opens the door for large-scale energy storage to be achieved using existing refinery facilities,” said Paul Allinson, Founder of Claire Technologies. “This collaboration marks a significant milestone in the pursuit of advancing clean energy technologies and revolutionizing hydrogen storage at ambient conditions in the energy industry.”  

The project, expected to come online in 2027, is the latest in Kern Energy’s efforts to drive innovative solutions that will make our work, our fuels, and our communities safer, cleaner and healthier. 

MEDIA CONTACTS:

Kern Energy
Brooke Holland 
+1 (661) 845-0761
bholland@kernenergy.com

Claire Technologies
Chris Goff
chris.goff@clairetechnologies.com

HyAxiom, Inc.
Joanne Grybosh
+1 (860) 500-0060
joanne.grybosh@doosan.com

About Kern Energy

Kern Energy is an independent, family-owned and operated company powered by a team of more than 200. As the only refiner between San Francisco and Los Angeles producing gasoline and diesel, Kern Energy is a critical California supplier producing approximately one percent of California’s gasoline and three percent of its diesel, all while meeting some of the world’s most stringent fuel standards. A renewable fuel pioneer, Kern Energy became the second refinery in the U.S. to produce renewable diesel by co-processing bio-feed in 2009 and was the first small refiner in California to blend biodiesel in 2012. 

For more information, please visit www.kernenergy.com and follow us on LinkedIn

About HyAxiom, Inc.

Based in Connecticut, HyAxiom, Inc. is a leading global fuel cell and hydrogen solutions provider enabling reliable, cost-competitive and carbon-free energy sources for industrial and commercial uses. Building upon decades of experience in fuel cell development, HyAxiom’s mission is to accelerate a sustainable energy future by delivering a full spectrum of hydrogen solutions including fuel cells for both stationary and mobility applications as well as electrolyzers for hydrogen production. As a core technology provider, HyAxiom is a key pillar in the Doosan Group’s hydrogen vision. 

For more information, visit the HyAxiom website and follow us on LinkedIn.  

About Claire Technologies 

Claire Technologies provides low carbon solutions that use hydrogen instead of diesel fuel to power heavy modes of transportation, reduce carbon emissions in processing facilities and economically store significant amounts of power for indefinite periods of time.  Claire’s proprietary integrated technology system that produces EzH2, a patented bimodal product, will offer price-competitive energy solutions that eliminates or significantly reduces emissions. Claire plans to deploy low carbon solutions in the market by the end of 2027. 

For more information, visit www.Clairetechnologies.com and follow us on LinkedIn

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SOURCE HyAxiom, Inc.; Kern Energy

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