The global AI Contact Center (AICC) market size was valued at US$ million in 2024 and is forecast to a readjusted size of USD million by 2031 with a CAGR of %during review period.
An AI contact center (AICC) uses modern artificial intelligence technologies to provide more personalized or natural communication with customers through an improved human-computer interface (HCI) and/or continuously improving internal processes based on success metrics from historical data rather than by reprogramming. The contact center provides an integrated interface for all supported communication channels between the enterprise鈥攔epresented by human and/or software agents (bots)鈥攁nd its customers.
As an important force driving a new round of scientific and technological revolution, artificial intelligence has been of national strategic importance. Many governments introduces polices and increase capital investment to support AI companies. The Digital Europe plan adopted by the European Union will allocate 鈧�9.2 billion on high-tech investments, such as supercomputing, artificial intelligence, and network security. In order to maintain its leading position, the United States will increase its investment in artificial intelligence research and development in non-defense fields, from US$1.6 billion to US$1.7 billion in 2022. According to the latest data released by IDC, global artificial intelligence revenue was US$432.8 billion in 2022, a year-on-year increase of 19.82%, including software, hardware and services.
This report is a detailed and comprehensive analysis for global AI Contact Center (AICC) market. Both quantitative and qualitative analyses are presented by company, by region & country, by Type and by Application. As the market is constantly changing, this report explores the competition, supply and demand trends, as well as key factors that contribute to its changing demands across many markets. Company profiles and product examples of selected competitors, along with market share estimates of some of the selected leaders for the year 2025, are provided.
Key Features:
Global AI Contact Center (AICC) market size and forecasts, in consumption value ($ Million), 2020-2031
Global AI Contact Center (AICC) market size and forecasts by region and country, in consumption value ($ Million), 2020-2031
Global AI Contact Center (AICC) market size and forecasts, by Type and by Application, in consumption value ($ Million), 2020-2031
Global AI Contact Center (AICC) market shares of main players, in revenue ($ Million), 2020-2025
The Primary Objectives in This Report Are:
To determine the size of the total market opportunity of global and key countries
To assess the growth potential for AI Contact Center (AICC)
To forecast future growth in each product and end-use market
To assess competitive factors affecting the marketplace
This report profiles key players in the global AI Contact Center (AICC) market based on the following parameters - company overview, revenue, gross margin, product portfolio, geographical presence, and key developments. Key companies covered as a part of this study include Amazon Web Services Inc., Artificial Solutions International AB, Avaya Inc., Google Inc., IBM Corporation, Microsoft Corporation, Nuance Communications, Inc., Oracle Corporation, SAP SE, Zendesk, Inc., etc.
This report also provides key insights about market drivers, restraints, opportunities, new product launches or approvals.
Market segmentation
AI Contact Center (AICC) market is split by Type and by Application. For the period 2020-2031, the growth among segments provides accurate calculations and forecasts for Consumption Value by Type and by Application. This analysis can help you expand your business by targeting qualified niche markets.
Market segment by Type
ChatBot
Intelligent Virtual Assistant (IVA)
Intelligent Interactive Voice Response (IVR) System
Market segment by Application
BFSI
Consumer Goods & Retail
Government
Healthcare
IT & Telecom
Travel & Hospitality
Others
Market segment by players, this report covers
Amazon Web Services Inc.
Artificial Solutions International AB
Avaya Inc.
Google Inc.
IBM Corporation
Microsoft Corporation
Nuance Communications, Inc.
Oracle Corporation
SAP SE
Zendesk, Inc.
Market segment by regions, regional analysis covers
North America (United States, Canada and Mexico)
Europe (Germany, France, UK, Russia, Italy and Rest of Europe)
Asia-Pacific (China, Japan, South Korea, India, Southeast Asia and Rest of Asia-Pacific)
South America (Brazil, Rest of South America)
Middle East & Africa (Turkey, Saudi Arabia, UAE, Rest of Middle East & Africa)
The content of the study subjects, includes a total of 13 chapters:
Chapter 1, to describe AI Contact Center (AICC) product scope, market overview, market estimation caveats and base year.
Chapter 2, to profile the top players of AI Contact Center (AICC), with revenue, gross margin, and global market share of AI Contact Center (AICC) from 2020 to 2025.
Chapter 3, the AI Contact Center (AICC) competitive situation, revenue, and global market share of top players are analyzed emphatically by landscape contrast.
Chapter 4 and 5, to segment the market size by Type and by Application, with consumption value and growth rate by Type, by Application, from 2020 to 2031
Chapter 6, 7, 8, 9, and 10, to break the market size data at the country level, with revenue and market share for key countries in the world, from 2020 to 2025.and AI Contact Center (AICC) market forecast, by regions, by Type and by Application, with consumption value, from 2026 to 2031.
Chapter 11, market dynamics, drivers, restraints, trends, Porters Five Forces analysis.
Chapter 12, the key raw materials and key suppliers, and industry chain of AI Contact Center (AICC).
Chapter 13, to describe AI Contact Center (AICC) research findings and conclusion.
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1 Market Overview
1.1 Product Overview and Scope
1.2 Market Estimation Caveats and Base Year
1.3 Classification of AI Contact Center (AICC) by Type
1.3.1 Overview: Global AI Contact Center (AICC) Market Size by Type: 2020 Versus 2024 Versus 2031
1.3.2 Global AI Contact Center (AICC) Consumption Value Market Share by Type in 2024
1.3.3 ChatBot
1.3.4 Intelligent Virtual Assistant (IVA)
1.3.5 Intelligent Interactive Voice Response (IVR) System
1.4 Global AI Contact Center (AICC) Market by Application
1.4.1 Overview: Global AI Contact Center (AICC) Market Size by Application: 2020 Versus 2024 Versus 2031
1.4.2 BFSI
1.4.3 Consumer Goods & Retail
1.4.4 Government
1.4.5 Healthcare
1.4.6 IT & Telecom
1.4.7 Travel & Hospitality
1.4.8 Others
1.5 Global AI Contact Center (AICC) Market Size & Forecast
1.6 Global AI Contact Center (AICC) Market Size and Forecast by Region
1.6.1 Global AI Contact Center (AICC) Market Size by Region: 2020 VS 2024 VS 2031
1.6.2 Global AI Contact Center (AICC) Market Size by Region, (2020-2031)
1.6.3 North America AI Contact Center (AICC) Market Size and Prospect (2020-2031)
1.6.4 Europe AI Contact Center (AICC) Market Size and Prospect (2020-2031)
1.6.5 Asia-Pacific AI Contact Center (AICC) Market Size and Prospect (2020-2031)
1.6.6 South America AI Contact Center (AICC) Market Size and Prospect (2020-2031)
1.6.7 Middle East & Africa AI Contact Center (AICC) Market Size and Prospect (2020-2031)
2 Company Profiles
2.1 Amazon Web Services Inc.
2.1.1 Amazon Web Services Inc. Details
2.1.2 Amazon Web Services Inc. Major Business
2.1.3 Amazon Web Services Inc. AI Contact Center (AICC) Product and Solutions
2.1.4 Amazon Web Services Inc. AI Contact Center (AICC) Revenue, Gross Margin and Market Share (2020-2025)
2.1.5 Amazon Web Services Inc. Recent Developments and Future Plans
2.2 Artificial Solutions International AB
2.2.1 Artificial Solutions International AB Details
2.2.2 Artificial Solutions International AB Major Business
2.2.3 Artificial Solutions International AB AI Contact Center (AICC) Product and Solutions
2.2.4 Artificial Solutions International AB AI Contact Center (AICC) Revenue, Gross Margin and Market Share (2020-2025)
2.2.5 Artificial Solutions International AB Recent Developments and Future Plans
2.3 Avaya Inc.
2.3.1 Avaya Inc. Details
2.3.2 Avaya Inc. Major Business
2.3.3 Avaya Inc. AI Contact Center (AICC) Product and Solutions
2.3.4 Avaya Inc. AI Contact Center (AICC) Revenue, Gross Margin and Market Share (2020-2025)
2.3.5 Avaya Inc. Recent Developments and Future Plans
2.4 Google Inc.
2.4.1 Google Inc. Details
2.4.2 Google Inc. Major Business
2.4.3 Google Inc. AI Contact Center (AICC) Product and Solutions
2.4.4 Google Inc. AI Contact Center (AICC) Revenue, Gross Margin and Market Share (2020-2025)
2.4.5 Google Inc. Recent Developments and Future Plans
2.5 IBM Corporation
2.5.1 IBM Corporation Details
2.5.2 IBM Corporation Major Business
2.5.3 IBM Corporation AI Contact Center (AICC) Product and Solutions
2.5.4 IBM Corporation AI Contact Center (AICC) Revenue, Gross Margin and Market Share (2020-2025)
2.5.5 IBM Corporation Recent Developments and Future Plans
2.6 Microsoft Corporation
2.6.1 Microsoft Corporation Details
2.6.2 Microsoft Corporation Major Business
2.6.3 Microsoft Corporation AI Contact Center (AICC) Product and Solutions
2.6.4 Microsoft Corporation AI Contact Center (AICC) Revenue, Gross Margin and Market Share (2020-2025)
2.6.5 Microsoft Corporation Recent Developments and Future Plans
2.7 Nuance Communications, Inc.
2.7.1 Nuance Communications, Inc. Details
2.7.2 Nuance Communications, Inc. Major Business
2.7.3 Nuance Communications, Inc. AI Contact Center (AICC) Product and Solutions
2.7.4 Nuance Communications, Inc. AI Contact Center (AICC) Revenue, Gross Margin and Market Share (2020-2025)
2.7.5 Nuance Communications, Inc. Recent Developments and Future Plans
2.8 Oracle Corporation
2.8.1 Oracle Corporation Details
2.8.2 Oracle Corporation Major Business
2.8.3 Oracle Corporation AI Contact Center (AICC) Product and Solutions
2.8.4 Oracle Corporation AI Contact Center (AICC) Revenue, Gross Margin and Market Share (2020-2025)
2.8.5 Oracle Corporation Recent Developments and Future Plans
2.9 SAP SE
2.9.1 SAP SE Details
2.9.2 SAP SE Major Business
2.9.3 SAP SE AI Contact Center (AICC) Product and Solutions
2.9.4 SAP SE AI Contact Center (AICC) Revenue, Gross Margin and Market Share (2020-2025)
2.9.5 SAP SE Recent Developments and Future Plans
2.10 Zendesk, Inc.
2.10.1 Zendesk, Inc. Details
2.10.2 Zendesk, Inc. Major Business
2.10.3 Zendesk, Inc. AI Contact Center (AICC) Product and Solutions
2.10.4 Zendesk, Inc. AI Contact Center (AICC) Revenue, Gross Margin and Market Share (2020-2025)
2.10.5 Zendesk, Inc. Recent Developments and Future Plans
3 Market Competition, by Players
3.1 Global AI Contact Center (AICC) Revenue and Share by Players (2020-2025)
3.2 Market Share Analysis (2024)
3.2.1 Market Share of AI Contact Center (AICC) by Company Revenue
3.2.2 Top 3 AI Contact Center (AICC) Players Market Share in 2024
3.2.3 Top 6 AI Contact Center (AICC) Players Market Share in 2024
3.3 AI Contact Center (AICC) Market: Overall Company Footprint Analysis
3.3.1 AI Contact Center (AICC) Market: Region Footprint
3.3.2 AI Contact Center (AICC) Market: Company Product Type Footprint
3.3.3 AI Contact Center (AICC) Market: Company Product Application Footprint
3.4 New Market Entrants and Barriers to Market Entry
3.5 Mergers, Acquisition, Agreements, and Collaborations
4 Market Size Segment by Type
4.1 Global AI Contact Center (AICC) Consumption Value and Market Share by Type (2020-2025)
4.2 Global AI Contact Center (AICC) Market Forecast by Type (2026-2031)
5 Market Size Segment by Application
5.1 Global AI Contact Center (AICC) Consumption Value Market Share by Application (2020-2025)
5.2 Global AI Contact Center (AICC) Market Forecast by Application (2026-2031)
6 North America
6.1 North America AI Contact Center (AICC) Consumption Value by Type (2020-2031)
6.2 North America AI Contact Center (AICC) Market Size by Application (2020-2031)
6.3 North America AI Contact Center (AICC) Market Size by Country
6.3.1 North America AI Contact Center (AICC) Consumption Value by Country (2020-2031)
6.3.2 United States AI Contact Center (AICC) Market Size and Forecast (2020-2031)
6.3.3 Canada AI Contact Center (AICC) Market Size and Forecast (2020-2031)
6.3.4 Mexico AI Contact Center (AICC) Market Size and Forecast (2020-2031)
7 Europe
7.1 Europe AI Contact Center (AICC) Consumption Value by Type (2020-2031)
7.2 Europe AI Contact Center (AICC) Consumption Value by Application (2020-2031)
7.3 Europe AI Contact Center (AICC) Market Size by Country
7.3.1 Europe AI Contact Center (AICC) Consumption Value by Country (2020-2031)
7.3.2 Germany AI Contact Center (AICC) Market Size and Forecast (2020-2031)
7.3.3 France AI Contact Center (AICC) Market Size and Forecast (2020-2031)
7.3.4 United Kingdom AI Contact Center (AICC) Market Size and Forecast (2020-2031)
7.3.5 Russia AI Contact Center (AICC) Market Size and Forecast (2020-2031)
7.3.6 Italy AI Contact Center (AICC) Market Size and Forecast (2020-2031)
8 Asia-Pacific
8.1 Asia-Pacific AI Contact Center (AICC) Consumption Value by Type (2020-2031)
8.2 Asia-Pacific AI Contact Center (AICC) Consumption Value by Application (2020-2031)
8.3 Asia-Pacific AI Contact Center (AICC) Market Size by Region
8.3.1 Asia-Pacific AI Contact Center (AICC) Consumption Value by Region (2020-2031)
8.3.2 China AI Contact Center (AICC) Market Size and Forecast (2020-2031)
8.3.3 Japan AI Contact Center (AICC) Market Size and Forecast (2020-2031)
8.3.4 South Korea AI Contact Center (AICC) Market Size and Forecast (2020-2031)
8.3.5 India AI Contact Center (AICC) Market Size and Forecast (2020-2031)
8.3.6 Southeast Asia AI Contact Center (AICC) Market Size and Forecast (2020-2031)
8.3.7 Australia AI Contact Center (AICC) Market Size and Forecast (2020-2031)
9 South America
9.1 South America AI Contact Center (AICC) Consumption Value by Type (2020-2031)
9.2 South America AI Contact Center (AICC) Consumption Value by Application (2020-2031)
9.3 South America AI Contact Center (AICC) Market Size by Country
9.3.1 South America AI Contact Center (AICC) Consumption Value by Country (2020-2031)
9.3.2 Brazil AI Contact Center (AICC) Market Size and Forecast (2020-2031)
9.3.3 Argentina AI Contact Center (AICC) Market Size and Forecast (2020-2031)
10 Middle East & Africa
10.1 Middle East & Africa AI Contact Center (AICC) Consumption Value by Type (2020-2031)
10.2 Middle East & Africa AI Contact Center (AICC) Consumption Value by Application (2020-2031)
10.3 Middle East & Africa AI Contact Center (AICC) Market Size by Country
10.3.1 Middle East & Africa AI Contact Center (AICC) Consumption Value by Country (2020-2031)
10.3.2 Turkey AI Contact Center (AICC) Market Size and Forecast (2020-2031)
10.3.3 Saudi Arabia AI Contact Center (AICC) Market Size and Forecast (2020-2031)
10.3.4 UAE AI Contact Center (AICC) Market Size and Forecast (2020-2031)
11 Market Dynamics
11.1 AI Contact Center (AICC) Market Drivers
11.2 AI Contact Center (AICC) Market Restraints
11.3 AI Contact Center (AICC) Trends Analysis
11.4 Porters Five Forces Analysis
11.4.1 Threat of New Entrants
11.4.2 Bargaining Power of Suppliers
11.4.3 Bargaining Power of Buyers
11.4.4 Threat of Substitutes
11.4.5 Competitive Rivalry
12 Industry Chain Analysis
12.1 AI Contact Center (AICC) Industry Chain
12.2 AI Contact Center (AICC) Upstream Analysis
12.3 AI Contact Center (AICC) Midstream Analysis
12.4 AI Contact Center (AICC) Downstream Analysis
13 Research Findings and Conclusion
14 Appendix
14.1 Methodology
14.2 Research Process and Data Source
14.3 Disclaimer
Amazon Web Services Inc.
Artificial Solutions International AB
Avaya Inc.
Google Inc.
IBM Corporation
Microsoft Corporation
Nuance Communications, Inc.
Oracle Corporation
SAP SE
Zendesk, Inc.
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*If Applicable.