Artificial Intelligence #ai#customer service
Nobody Wants to Wait on Hold Anymore: Can AI Replace Customer Care in India's BPO Industry?
AI-powered chatbots and voice assistants are rapidly taking over routine customer service tasks in India's BPO industry, offering faster responses and lower costs. According to Gartner, 85% of customer service leaders are exploring or deploying AI chatbots, and by 2029, AI could autonomously resolve nearly 80% of common issues. However, complex queries requiring empathy and judgment still require human agents, as illustrated by a customer's frustrating experience with an AI voice assistant. The shift is redefining jobs, skills, and data privacy.
Jul 18, 2026 1 source