Archive · 8 Oct 2026
Voice AI Adoption in India Moves Into Production
A report says more organisations in India are putting computer systems that can talk to people into real use.
Some are using them in a limited way, while fewer have expanded them across several customer services.
These systems can answer calls, check call quality and help human workers.
Many organisations reported lower costs for some customer interactions.
Some organisations that had expanded the systems also reported higher revenue.
Businesses are building the systems with their own teams, technology partners or both.
More than one-third can use at least three Indian languages in production.
The report says that reliable performance in real conversations matters, not just the number of languages a system knows.
A joint Nasscom-Krisp report says 31% of Indian organisations have moved Voice AI into limited production, while 13% have scaled it across multiple customer journeys.
Companies are using voice agents for inbound and outbound calls, quality checks, speech analytics and agent-assist tools, though enterprise-wide deployment remains at an early stage.
BFSI, telecom, e-commerce, retail, CPG, travel and logistics are among the sectors leading adoption, citing high interaction volumes and repetitive workflows.
While 61% of organisations reported over 20% lower cost per eligible interaction, about 30% of scaled organisations reported a positive revenue impact.
More than one-third support at least three Indian languages in production; 68% realised ROI within 6–24 months, and two-thirds expect investment to rise by up to 50%.
- Who
- Indian organisations adopting Voice AI, discussed in a joint report by Nasscom and Krisp.
- What
- The report describes Voice AI deployment, reported business impacts, language capabilities and investment expectations.
- When
- The report was released on Thursday; one article dates the report to October 8 but gives no year.
- Where
- India.
- Why
- Organisations are using Voice AI for calls and related operations; leading sectors have high interaction volumes and repetitive workflows.
Reported benefits and opportunities
Scale and performance challenges
Business impact and deployment
Reported benefits and opportunities
The report says 61% of organisations reported over 20% lower cost per eligible interaction, and about 30% of scaled organisations reported a positive revenue impact.
Scale and performance challenges
Enterprise-wide deployment remains at an early stage, despite some organisations moving into limited production or scaling across customer journeys.
Multilingual capability and reliability
Reported benefits and opportunities
More than one-third of organisations support at least three Indian languages in production, and 39% of organisations with broader Indian-language capabilities identify global or multi-region customer operations as a major opportunity.
Scale and performance challenges
Krisp co-founder and CEO Davit Baghdasaryan said the future depends on how reliably Voice AI performs in real-world conversations, not simply how many languages it supports.
- 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
- Cost reduction
- 61% reported over 20% lower cost per eligible interaction
- Return on investment
- 68% realised ROI within 6–24 months
- Investment outlook
- Two-thirds expect Voice AI investment to rise by up to 50%
