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Voice AI Adoption in India Moves Toward Production
A new report says more companies in India are starting to use computer systems that can talk with customers.
Some companies are testing these systems in real work, and a smaller group has expanded them across several customer services.
They can answer calls, check service quality and help human agents.
Many businesses say the technology has lowered the cost of some customer interactions.
Some companies also say it has helped revenue.
Companies are working with technology partners as well as their own teams to build these tools.
The systems are increasingly being designed to handle several Indian languages.
The report says reliable conversations in real situations matter, not just the number of languages a system knows.
A Nasscom-Krisp report says 31% of Indian organisations have moved Voice AI into limited production, while 13% have scaled it across multiple customer journeys.
Businesses use voice agents for inbound and outbound calls, quality checks, speech analytics and agent-assist tools, but enterprise-wide deployment remains at an early stage.
BFSI, telecom, e-commerce, retail, consumer packaged goods, travel and logistics are leading adoption.
Sixty-one per cent of organisations reported reducing cost per eligible interaction by more than 20%; about 30% of scaled organisations reported a positive revenue impact.
More than one-third support at least three Indian languages in production, and two-thirds expect Voice AI investment to rise by up to 50%.
- Who
- Indian organisations adopting Voice AI, as covered by a joint report from Nasscom and Krisp.
- What
- The report describes growing Voice AI deployment, business impacts, language capabilities and expected investment.
- Where
- India.
- When
- The report was released on Thursday; the article does not specify a date.
- Why
- Organisations are adopting Voice AI for customer calls and related operations, with high interaction volumes and repetitive workflows cited as reasons for leading sector adoption.
Operational opportunity
Deployment challenges
Business value and rollout
Operational opportunity
The report says 61% saw more than 20% lower cost per eligible interaction, and about 30% of scaled organisations reported a positive revenue impact.
Deployment challenges
Enterprise-wide scale remains at an early stage, indicating that broad deployment has not yet been achieved.
Language capability and performance
Operational opportunity
More than one-third of organisations support at least three Indian languages in production, and the report identifies global or multi-region operations as an opportunity.
Deployment challenges
Krisp CEO Davit Baghdasaryan said the future depends on how reliably systems perform in real-world conversations, not simply how many languages they support.
Key facts
- Limited production
- 31% of organisations
- Scaled across multiple customer journeys
- 13% of organisations
- Hybrid internal and external teams
- 41% of organisations
- Co-developing with partners
- 29% of organisations
- Reported cost reduction
- 61% reported more than 20% lower cost per eligible interaction
- ROI timeframe
- 68% realised ROI within 6 to 24 months
- Expected investment increase
- Two-thirds expect Voice AI investments to rise by up to 50%
Quotes
Rajesh Nambiar
President of Nasscom.
“Voice AI is creating a significant opportunity for India’s BPM sector to move beyond traditional voice operations towards AI-enabled, multilingual customer operations with greater ownership of outcomes.”
thehansindia.com
Davit Baghdasaryan
Co-founder and CEO of Krisp.
“The future of Voice AI will be defined not by how many languages a system supports, but by how reliably it performs in real-world conversations.”
thehansindia.com
Sources
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