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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..

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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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How can CFOs Ensure ERP Success and Maximize ROI: A report by BPX

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Strategies for CFOs to guide ERP transformation, encourage user adoption, and reduce disruptions can pave the way for sustained financial and operational growth.

DUBAI, UAE and PUNE, India, Feb. 26, 2025 /PRNewswire/ — CFOs have emerged as the key drivers of successful cloud enterprise resource planning (ERP) implementations in the business sector. Ineffective change management can cause the disruption of business operations, reduced performance levels of employees, and strained relations with suppliers and customers. This report shows how CFOs can intelligently facilitate their enterprises in cultivatable change processes aimed at assuring the successful implementation of ERP systems.

Over 90 percent of the executives admitted to understating the organizational turmoil of ERP implementations. ERP objectives misaligned with the corporate strategy easily lead to investment wastage. Changes to the cloud ERP almost every other day contribute to employee change-fatigue and inhibit adoption rates. Elsewhere, inflexible training solutions have magnified muddled confusion and inefficiencies alongside business functions.

“CFOs must shift from passive participants to active change agents in ERP adoption,” said Nikhil Agarwal, Founder of BPX. “By linking ERP objectives to business KPIs, measuring change readiness, and enforcing structured training, CFOs can drive enterprise-wide engagement.”

What BPX Recommends for CFOs:

Conduct a stakeholder analysis and evaluate how each person will be affected by the project.Create detailed documented and formal business cases for your system.Put in place rigorous training programs to enable staff to develop the necessary understanding of the system.Develop a cross-functional communication plan to update internal stakeholders, customers, and suppliers.

It is the need of the hour that the CFO’s understand that it isn’t a one-off implementation, though. The cloud-based technology has made it possible for software updates to be more frequent; and so requires sustained application of ERP. It therefore would mean equipping the personnel with appropriate development needed for new functionalities to work with earnestly. Communication with suppliers and customers is therefore most vital in the transition, as its most important focus should be to minimize business disruptions.

By 2026, over 40% of finance processes are expected to change annually as a result of rolling updates in ERP. Organizations may risk becoming inefficient if they are not prepared for these changes.

About BPX
BPX has been a leader in transforming modern enterprises, helping businesses in streamlining finance and operational processes through inventive ERP solutions. BPX is among the top business process consulting companies with over more than a decade of global experience spanning across 12 countries. From ERP implementation, process improvement, and process mapping, BPX team designs customized strategies for building efficiency, productivity, and scalability. Learn more on businessprocessxperts.com

Learn more at businessprocessxperts.com

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Silicon Labs Redefines Smart Home Connectivity with New Concurrent Multiprotocol SoC

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MG26 SoCs are now generally available, providing developers with the highest performance and AI/ML capabilities

AUSTIN, Texas, Feb. 26, 2025 /PRNewswire/ — Silicon Labs (NASDAQ: SLAB), a leader in secure, intelligent wireless technology for a more connected world, today announced that its MG26 family of wireless SoCs is now generally available through Silicon Labs and its distribution partners. As the industry’s most advanced, high-performance Matter and concurrent multiprotocol solution to date, the MG26 SoC features double the Flash and RAM of other Silicon Labs multiprotocol devices, advanced AI/ML processing, and best-in-class security to empower developers to design future-proof Matter applications.

“With MG26, we’re not just setting a new standard in multiprotocol wireless performance for battery-based, low-power smart home applications—we’re redefining what’s possible for the future of IoT connectivity with Matter,” said Jacob Alamat, Senior Vice President for the Home and Life business unit at Silicon Labs. “This device empowers developers to create smarter, safer, and more powerful solutions in an increasingly connected world.”

Further enhancing security through its Custom Part Manufacturing Service (CPMS), Silicon Labs is the only Matter SoC device maker that allows customers to customize their order with their own Matter device attestation certificates (DAC), simplifying and accelerating product launches using Silicon Labs Matter-enabled SoCs while preventing IP theft and counterfeiting.

MG26 SoC Powers Advanced IoT Applications and Matter

The MG26 SoC significantly advances Matter adoption with its concurrent multiprotocol capabilities, enabling integration of various Smart Home and Building devices like LED lighting, switches, sensors, and locks into both Matter and Zigbee networks simultaneously. This allows users to create automations and routines that incorporate more devices across different ecosystem.  

In addition, the MG26’s AI/ML capabilities using its embedded accelerator also enhance its performance in critical tasks like predictive maintenance, anomaly detection, keyword detection, vision, and more and more applications that span across the IoT. To help developers build devices capable of running advanced IoT applications, the MG26 family offers:

Higher compute in a multicore format with an ARM® Cortex®-M33 CPU and dedicated cores for the radio and security subsystems, freeing up the main core for customer applications.Doubled Flash, RAM, and GPIO capacity compared to the MG24 device family, allowing IoT device builders to develop advanced edge applications that leverage larger, more accurate machine learning models for improved performance. It also allows for the processing of larger machine learning workloads like higher resolution vision.Embedded AI/ML hardware acceleration, enabling up to 8x faster processing of machine learning algorithms using as little as 1/6th the power compared to running on the CPU. Silicon Labs’ new AI/ML Developer Journey provides an easy on-ramp for developers to start building new models to take advantage of this processing power.Best-in-class security with Silicon Labs Secure Vault™ and ARM TrustZone, compliant with all Matter security requirements.Using Silicon Labs Custom Part Manufacturing Service, MG26 devices can also be programmed with customer Matter device attestation certificate (DAC), security keys and other features in the fabrication process on demand, further hardening them against vulnerabilities.Secure OTA firmware updates in conjunction with Secure Boot prevent the installation of malicious software and allow for vulnerability patching.Concurrent Multiprotocol, enabling the ability to run both Zigbee and Matter over Thread at the same time, simplifying SKU management for the product manufacturer and ease of use for the end user.Industry-leading RF performance to energy-efficiency ratio, with transmission power of up to +19.5 dBm and world-leading receiver sensitivity with ultra-low TX, RX, and sleep currents enable long-life battery-powered IoT devices with superior wireless performance.

Setting the Industry Standard for Developing with Matter

Consumers want Matter devices that are secure, interoperable, and easy to use. Austrian smart lock manufacturer Nuki, which will enter the U.S. market in 2025, chose Silicon Labs as Matter partner for their newest Smart Lock to achieve reliable, efficient connectivity. This is Nuki’s first electronic lock that’s not only compatible with European doors, but also with US deadbolts. Silicon Labs Matter-ready SoCs enable Nuki’s smart locks to operate for extended periods without frequent battery replacements, support various wireless protocols using Matter, and ensure seamless connectivity to home networks.

“Silicon Labs’ Matter-ready SoCs enable us to bring super compact, battery-driven devices with parallel support for several communication protocols to the market,” said Jürgen Pansy, co-founder and Chief Innovation Officer of Nuki. “Our latest innovation, the award-winning Smart Lock, supports Matter via Thread using Silicon Labs hardware that saves energy and space in the lock’s design to allow for additional connectivity integrations like Bluetooth LE and Wi-Fi.”

Silicon Labs Leads the Way in Matter Expansion

Since its early announcement in 2024, MG26 has been recognized globally for its impressive capabilities, winning industry awards such as the Embedded Computing Design’s Best in Show Award, IoT Evolution World’s 2024 Product of the Year, and AspenCore World Electronics Achievement Award.

The Matter ecosystem is anticipated to experience significant growth, driven by new device types, enhanced security, and industry collaboration.  As the leading semiconductor code contributor to Matter, Silicon Labs is proud to be part of this expansion.

Learn more about how to develop cutting-edge Matter- and AI/ML-enable devices using Silicon Labs below:

The Silicon Labs Matter Developer JourneyThe Silicon Labs AI/ML Developer JourneyRegister for the March 18 Tech Talk introducing the MG26Silicon Labs Wi-Fi SoCs with Matter support: SiWG917

To purchase or get more information on Silicon Labs’ MG26 SoCs, click here.

About Silicon Labs
Silicon Labs is a trailblazer in wireless connectivity for the Internet of Things. Its integrated hardware and software platform, intuitive development tools, and unmatched ecosystem support make Silicon Labs the ideal long-term partner in building advanced industrial, commercial, and home and life applications. Silicon Labs leads the industry in high performance, low power, and security with support for the broadest set of multi-protocol solutions.

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SOURCE Silicon Labs

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Inspur Software unveiled at Saudi Arabia’s LEAP 2025, accelerating its pace of overseas development

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RIYADH, Saudi Arabia, Feb. 26, 2025 /PRNewswire/ — From February 9 to 12, LEAP 2025, Saudi Arabia’s annual technology event and the largest science and technology exhibition in the Middle East, was held in Riyadh, the capital of Saudi Arabia. The event attracted more than 1,800 science and technology innovation companies around the world, more than 170,000 visitors, more than 1,000 CEOs and many science and technology innovation practitioners to participate in the exhibition. Inspur Software introduced products and typical cases such as smart education student comprehensive management system, education large models and smart hardware at the event to provide Inspur solutions for global digital transformation of education.

During the exhibition, Inspur Software received important guests including Dr. Mohammed Alodib, Deputy Minister of Private Education of Saudi Ministry of Education, High-level Government Leaders of the Ministry of Investment of the Sultanate of Oman, as well as more than 30 companies in 10 countries and regions including Saudi Arabia, the United Arab Emirates, Jordan, Egypt, the Sultanate of Oman, Pakistan, India, Singapore, Japan and South Korea and exchanged with them on product and business cooperation.

Inspur Software has gained a leading position in China in the field of digital transformation in many industries. With rich business experience and technical accumulation, it can form high-quality products and solutions that meet the needs of overseas customers, helping overseas customers to promote digital transformation.

In 2025, by relying on its excellent products and industry experience, Inspur Software will work closely with all partners to accelerate the pace of overseas development and empower global users’ digital transformation!

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