On December 3, 2025, we joined hundreds of business leaders and policymakers at the Brilliant Convention Centre in Indore for the Madhya Pradesh MSME Conclave. The energy was palpable. Indore isn't just the cleanest city in India; it's a hub of ambition, and that was on full display.

We were there to listen, learn, and discuss a critical question: How can MSMEs leverage technology to deliver world-class customer experiences while competing on a global stage?

The hunger for growth

The mood at the conclave was one of relentless optimism. From automotive manufacturers to textile exporters, the MSME sector in Madhya Pradesh is hungry for growth. But growth comes with growing pains, especially in keeping up with customers.

In our conversations with business owners, a common theme emerged: scaling support is hard. As orders increase, so does the volume of inquiries. Hiring and training enough staff to handle product queries, order tracking, and vendor coordination is a massive bottleneck for lean teams trying to maintain quality service.

Leveling the playing field with AI

This is where the conversation turned to technology. We explored how AI—specifically Voice AI—is no longer just for the tech giants. It's becoming the great equalizer for MSME customer service.

We discussed how Oration’s Voice AI agents can help small businesses punch above their weight. By automating routine interactions—like collection reminders to customers, scheduling deliveries, and qualifying leads—MSME owners can offer instant, 24/7 support. This frees up their human teams to focus on high-value relationships and complex problem-solving.

AI as a catalyst

The sessions highlighted that AI is not just a tool for efficiency, but a catalyst for transforming customer engagement. We heard insightful discussions on:

• Global communication: How real-time AI translation is breaking down language barriers, allowing local businesses to support international clients seamlessly.
• Proactive service: Moving from reactive support to proactive updates on order status and delivery delays, building trust through transparency.
• Customer insights: How AI-driven analytics help businesses understand customer sentiment and needs from every conversation, leading to better products and services.

It was clear that AI is the lever that will lift MSMEs to the next level. Whether it's through automated support or smarter customer insights, the future of MSME success is built on intelligent engagement.

Looking ahead

By the end of the conclave, we felt more inspired than ever. The resilience and drive of the MSME community are unmatched.

We believe that by adopting tools like Voice AI, these businesses won't just survive; they will thrive by defaulting to exceptional service. We're excited to support MSMEs as they build the future of Indian manufacturing and service.

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.