On January 24, 2025, we met with leaders from over 30 major enterprises in New Delhi to discuss the future of Customer Experience (CX). With delegates from giants like Air India, SBI, Dish TV, and PVR, the room was full of people who engage with millions of customers every day.

The discussions were vibrant. We focused on the power of Voice AI to handle the scale and complexity of Indian enterprise support. Here's a look at what we covered.

The biggest challenges in Indian CX

We started with the hard stuff. Managing customer support in India is tough because of the sheer volume of interactions and the linguistic diversity of the customer base.

Delegates noted that while digital adoption is growing, people still want to talk to a human. Scaling support teams to meet this demand is expensive and hard to manage. The consensus was clear: existing automation tools often fall short. They don't provide the empathetic resolution that customers expect.

The promise of voice AI

We explored how Voice AI bridges the gap between scalable automation and high-quality care. The conversation moved past the hype to the practical capabilities of modern Voice AI.

Leaders discussed how today's AI agents can handle complex, multi-turn conversations. They understand intent deeply and manage interruptions naturally. Voice AI promises instant, 24/7 support that feels personal and efficient. It processes thousands of concurrent calls without a drop in performance.

Implementation: from theory to practice

One key theme was implementation. How do enterprises take Voice AI from a concept to a core part of their operations?

The group shared strategies for success:

• Start small: Begin with a single high-impact, low-risk use case to demonstrate value.
• Seamless handoffs: AI should transfer complex cases to human agents with full context.
• Data security: Solutions must adhere to strict enterprise security standards.
• Customization: Models need to understand specific domain terminologies and regional nuances.

Overcoming the hurdles

We didn't shy away from the hard questions. Implementing new technology comes with challenges, like internal adoption and customer trust.

The delegates discussed how to overcome these. They suggested starting with high-impact, low-risk use cases to demonstrate value. Education is also critical—both for internal teams to trust the AI's capabilities and for customers to feel comfortable. By focusing on transparency and faster resolution times, enterprises can smooth the path to adoption.

Wrapping up

The Round Table showed us the innovation happening in the Indian enterprise sector. It was inspiring to see leaders from diverse industries—from aviation to banking—aligned in their mission to elevate customer experience.

Voice AI will play a pivotal role in shaping the next generation of customer support in India. We're excited to be on this journey with partners like Air India, Dish TV, PVR, SBI, and all the transformative companies that joined us.