How India’s call centre industry is being rewritten by AI
October 21, 2025
11 min
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Episode 603 · October 21, 2025
How India’s call centre industry is being rewritten by AI
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How India’s call centre industry is being rewritten by AI
Summary
<p>At 2 a.m. in Bangalore, a call-centre agent is resolving flight refunds with a new kind of colleague — one that never sleeps. </p><p>AI copilots are now embedded across India’s BPM sector, watching every click and keystroke to improve their own efficiency. For firms like Capgemini and Genpact, the real prize isn’t labour anymore — it’s workflow data. </p><p>Because in the race toward “agentic AI,” whoever owns the data, wins. And India, for all its scaled up manpower, might be training the machines that will one day replace it.</p><p>Tune in.</p><p><strong><em>Daybreak is produced from the newsroom of The Ken, India’s first subscriber-only business news platform. </em></strong><a href="https://the-ken.com/pricing/"><strong><em>Subscribe</em></strong></a><strong><em> for more exclusive, deeply-reported, and analytical business stories.</em></strong></p>
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