Bots Take Over Call Centers as Firms Chase Efficiency

CUSTOMER SERVICE, which has for long been synonymous with long queues, IVR loops and endless call transfers, is being recast by artificial intelligence.

- VAISHALI DAR

CUSTOMER SERVICE, which has for long been synonymous with long queues, IVR loops and endless call transfers, is being recast by artificial intelligence. Across sectors, companies are deploying chatbots, voice bots, and AI-driven assistants to improve speed, accuracy, and efficiency, while also cutting costs.

From e-commerce and airlines to banks and D2C brands, AI is fast becoming the first point of contact for consumers. Travel platform EaseMyTrip, for instance, has built an intelligent routing system that co-founder Rikant Pittie says resolves queries "70% faster than traditional support models." Similarly, Bank of Baroda has rolled out three Gen-AI-powered customer service tools, including a virtual relationship manager available round the clock.