IBM, Microsoft, Oracle Among Major Players in Exploding Call Center AI Market
The use of AI and AI-based software at call centers provides a financial advantage.
Call center artificial intelligence (AI) presents an increasingly lucrative opportunity for the channel as the global market should reach nearly $10 billion by 2030.
That’s according to a new report by Valuates, which expects a compound annual growth rate (CAGR) of more than 26% The call center AI market was roughly $960 million in 2020.
Major players include Artificial Solutions International (AB), IBM, Microsoft, Oracle, Amazon Web Services (AWS), SAP, Google, Avaya, Nice inContact and Nuance Communications.
For companies that primarily provide call center services, the use of AI and AI-based software at call centers provides a financial advantage. There’s no need for an office, office equipment, a network, system installations or staffing. This should drive growth of the call center AI market.
In addition, one of the benefits of using AI in call centers is the ability to solve customer problems. By scanning customer complaints from databases faster than traditional systems, predictive and analytical AI software can deliver faster solutions and results. This feature should drive the market even further.
Furthermore, the ongoing trend of work from home (WFH) during the pandemic has fueled the adoption to ensure business continuity.