コールセンターAI市場規模、シェア、成長分析：コンポーネント別、展開タイプ別、企業規模別、チャネル別、用途別、最終用途産業別、地域別 - 産業予測 2025～2032年

コールセンターAI市場規模は2023年に20億3,000万米ドル、予測期間（2025-2032年）のCAGRは21.7%で、2024年の24億7,000万米ドルから2032年には118億9,000万米ドルに成長する見通しです。

2023年10月現在、コールセンターの人工知能（AI）需要は、顧客からの問い合わせに迅速に対応し、ソーシャルメディアプラットフォームでの消費者エンゲージメントを強化するための高度なデータ分析機能に対するニーズの高まりが後押ししています。コールセンターソフトウェア市場で人気を集めている主なAIアプリケーションには、予測コールルーティング、対話型音声応答（IVR）、コール分析、感情知能、会話型AIなどがあります。さらに、AI主導のチャットボットは、ソーシャルメディア上でのシームレスな顧客接続を促進し、ユーザーが都合の良いときにコールセンターの担当者に連絡し、AIシステムからタイムリーで適切な応答を受け取ることを可能にしています。この進化は、テクノロジーを活用して顧客サービスと業務効率を向上させることに業界が注力していることを反映しています。

目次

イントロダクション

• 調査の目的
• 調査範囲
• 定義

調査手法

• 情報調達
• 二次と一次データの方法
• 市場規模予測
• 市場の前提条件と制限

エグゼクティブサマリー

• 世界市場の見通し
• 供給と需要の動向分析
• セグメント別機会分析

市場力学と見通し

• 市場概要
• 市場規模
• 市場力学
  • 促進要因と機会
  • 抑制要因と課題
• ポーターの分析

主な市場の考察

• 重要成功要因
• 競合の程度
• 主な投資機会
• 市場エコシステム
• 市場の魅力指数（2024年）
• PESTEL分析
• マクロ経済指標
• バリューチェーン分析
• 価格分析
• 技術の進歩
• 規制情勢
• 特許分析

コールセンターAI市場規模：コンポーネント別& CAGR（2025-2032）

• 市場概要
• ソリューション
• サービス

コールセンターAI市場規模：展開タイプ別& CAGR（2025-2032）

• 市場概要
• クラウド
• オンプレミス

コールセンターAI市場規模：企業規模別& CAGR（2025-2032）

• 市場概要
• 大企業
• 中小企業

コールセンターAI市場規模：チャネル別& CAGR（2025-2032）

• 市場概要
• ボイス
• チャット
• メール
• ソーシャルメディア

コールセンターAI市場規模：用途別& CAGR（2025-2032）

• 市場概要
• 予測コールルーティング
• ジャーニーオーケストレーション

コールセンターAI市場規模：最終用途産業別& CAGR（2025-2032）

• 市場概要
• BFSI
• 小売業とeコマース
• 通信
• ヘルスケア
• メディアとエンターテイメント
• 旅行とホスピタリティ
• その他

コールセンターAI市場規模：地域別& CAGR（2025-2032）

• 北米
  • 米国
  • カナダ
• 欧州
  • ドイツ
  • スペイン
  • フランス
  • 英国
  • イタリア
  • その他欧州地域
• アジア太平洋地域
  • 中国
  • インド
  • 日本
  • 韓国
  • その他アジア太平洋地域
• ラテンアメリカ
  • ブラジル
  • その他ラテンアメリカ地域
• 中東・アフリカ
  • GCC諸国
  • 南アフリカ
  • その他中東・アフリカ

競合情報

• 上位5社の比較
• 主要企業の市場ポジショニング（2024年）
• 主な市場企業が採用した戦略
• 最近の市場動向
• 企業の市場シェア分析（2024年）
• 主要企業の企業プロファイル
  • 企業の詳細
  • 製品ポートフォリオ分析
  • 企業のセグメント別シェア分析
  • 収益の前年比比較（2022-2024）

主要企業プロファイル

• 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）

結論と提言

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)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Component, Deployment Type, Enterprise Size, Channel, Application, End-use Industry)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Component, Deployment Type, Enterprise Size, Channel, Application, End-use Industry)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Component, Deployment Type, Enterprise Size, Channel, Application, End-use Industry)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• IBM (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Microsoft (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Amazon Web Services (AWS) (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Google (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Avaya (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NICE (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Genesys (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• 8x8 Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zendesk (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Five9 (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Haptik (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Conversica (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Inbenta Technologies (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Kore.ai (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• EdgeVerve Systems (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Avaamo (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Talkdesk (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations