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AI chatbots begin replacing India’s call-center workforce
AI chatbots are scaling to replace significant shares of call-center and back-office roles in India, driving disruption and reskilling needs.
In India, conversational AI systems are increasingly being deployed to handle customer support tasks traditionally done by human agents. Startups are customizing bots for regional languages and complex scripts to manage voice and chat queries. Financial institutions and telecom firms are among early adopters. Analysts estimate that up to 35–50% of conventional back-office roles may face disruption over the next five years if adoption accelerates. The trend is raising questions about reskilling and workforce shifts.