AI-powered agents for contact center in India: what they can and cannot do

AI contact-center agents in India can conduct customer conversations end to end by combining speech recognition, language models, text-to-speech, and telephony, unlike agent-assist tools that only support human representatives. Deployments are already operating at scale, with companies such as Meesho, Bajaj Finance, and Eternal reporting significant automation, lower support costs, and productivity gains, although workforce effects include both job reductions and increased demand for AI-specialist roles. Performance depends heavily on low latency, reliable carrier connectivity, and language-specific speech recognition, since no current system performs consistently across all Indian languages and code-switching remains difficult. The article recommends using swappable speech and model providers, testing with real telephone-quality calls, and transferring customers to humans when confidence is low, users repeat themselves, or issues involve complaints, disputes, or financial consequences. RBI recommendations, while not binding, encourage clear AI disclosure, human handling of complaints, human final decisions, and accessible escalation paths. Platform choices range from carrier-integrated providers such as Twilio to domestic voice AI specialists, global contact-center suites, and voice AI startups, with trade-offs involving model control, Indic-language capabilities, compliance, telephony infrastructure, and vendor dependence.

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