Call center AI market to top $11 billion by 2030

By AI, Created 2:46 PM UTC, May 22, 2026, /AGP/ – The Business Research Company says the global call center artificial intelligence market will exceed $11 billion by 2030, driven by automation, natural language processing, and cost-cutting demand. North America and the U.S. are projected to remain the largest regional and country markets, respectively.

Why it matters: - Call center AI is moving from a niche tool to a major customer service platform, with the market expected to top $11 billion by 2030. - The forecast points to faster adoption of automation in customer support, along with broader demand for personalized, always-on service. - The market’s growth also signals continued spending on cloud software, analytics, and workforce optimization in contact centers.

What happened: - The Business Research Company published a call center AI market report projecting the market will surpass $11 billion in 2030. - The report puts the market at roughly 1% of the projected $920 billion AI market in 2030. - The market is expected to account for nearly 0.1% of the projected $13,788 billion global information technology market in 2030. - The report gives the market a 27% CAGR through 2030. - A free sample of the report is available. - The full report is available here.

The details: - North America is forecast to be the largest region in 2030 at $4.2 billion, up from $1.2 billion in 2025. - North America is projected to grow at a 28% CAGR. - The U.S. is expected to be the largest country market in 2030 at $3.8 billion, up from $1.1 billion in 2025. - The U.S. market is also projected to grow at a 28% CAGR. - The solutions segment is expected to be the largest component category in 2030, reaching $6 billion and representing 58% of the market. - The market is segmented by component into computer platforms, solutions, and services. - The market is segmented by deployment into cloud and on-premise. - The market is segmented by industry into banking, financial services and insurance, retail and e-commerce, telecom, healthcare, media and entertainment, travel and hospitality, and other industries. - The computer platforms market is projected to grow by $1 billion from 2025 to 2030. - The solutions market is projected to grow by $4 billion over the same period. - The services market is projected to grow by $2 billion over the same period. - Collectively, those three segments are projected to add more than $7 billion in market value by 2030. - The report says the solutions segment will benefit from demand for chatbots, virtual agents, real-time customer analytics, sentiment analysis, intelligent call routing, workforce optimization, and better first-call resolution.

Between the lines: - The forecast suggests buyers are prioritizing tools that reduce agent workload while improving response speed and service consistency. - Cloud-based deployment and AI-driven analytics appear to be the clearest growth engines because they support scale, personalization, and operational efficiency. - The report’s growth drivers point to a market shaped less by experimental AI use and more by measurable cost savings and service performance gains. - The Business Research Company says rising demand for automated customer support could add about 2.2% annual growth. - Advancements in natural language processing and voice technologies are projected to contribute around 2.1% annual growth. - The need for cost optimization and operational efficiency is projected to contribute about 1.7% annual growth.

What’s next: - Growth is expected to continue as enterprises adopt AI-powered chatbots, virtual assistants, speech analytics, and intelligent routing systems. - Market expansion will likely track further investment in cloud-based customer engagement platforms and digital transformation projects. - The strongest gains are expected in solutions, followed by services and computer platforms. - The Business Research Company says the call center AI market will keep expanding through 2030 as enterprises push for more automation and better customer experience.