Call Centre AI Market | Size, Trends & Forecast 2025

Q: What is driving the call centre AI market?

The adoption of AI for personalized customer experiences, cost reduction, and advances in natural language processing and predictive analytics.

Q: What are the biggest challenges in this market?

Data privacy concerns and high implementation costs for advanced AI solutions are the major challenges in the market.

Q: Which segment is growing the fastest?

AI-powered chatbots and virtual assistants are experiencing the fastest growth due to their ability to handle large volumes of queries efficiently.

Q: What is the growth rate of the call centre AI market?

The market is projected to grow at a CAGR of 23.7% during 2025–2031.

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Code: MTA4169

Publication Date: Jun 2025

How is the Call Centre AI Market Growing?

According to 6Wresearch internal database and industry insights,The Global call centre AI market in 2024 is valued at approximately USD 2.5 billion and is predicted to reach an exceptional CAGR of 19.7% during the forecast period 2025–2031, reaching approximately USD 9.2 billion by 2031.

The Call Centre AI Market is experiencing remarkable growth over the years due to major drivers for example, the increasing adoption of artificial intelligence to enhance customer experience and streamline operations.

Key Growth Factors

Rising demand for 24/7 customer support and faster query resolution.
Increasing adoption of AI-powered chatbots and virtual assistants for customer service.
Emphasizing on the reduction of operational costs in contact centres through automation.
Advancements in natural language processing (NLP) and machine learning improving AI capabilities.
Expanding use of predictive analytics for improved customer engagement and satisfaction.
Major Companies in the Call Centre AI Market
Google LLC
Amazon Web Services (AWS)
IBM Corporation
Microsoft Corporation
Salesforce Inc.
Oracle Corporation
Nuance Communications

Market Trends

The call centre AI market is positioned for strong growth due to rising demand for personalized and efficient customer service solutions. The integration of AI with omnichannel platforms is enhancing customer experiences, while machine learning advancements are enabling predictive analytics and real-time decision-making. AI-powered virtual agents and chatbots are reducing operational costs and increasing scalability. Further, the focus is increasing on AI solutions that ensures compliance with data privacy regulations and security standards. Other business activities such as sustainability practises including energy-efficient AI infrastructure, are also demanding among consumers, furthermore drive the growth of the market.