In India's call centres, the first level of calls are increasingly being handled by bots. And so, companies are now hiring employees who can do what bots can't speak several languages, understand complex financial processes, upsell products, and work across platforms.
Arjun Ramaraju, chief executive of Conneqt Business Solutions, said, "The IT, BFSI, and retail sectors have some of our top clients in India. The bots help with first-stage, transaction-level communication with customers and are taken over by people when the processes become more complex." Three years ago, the digital IT and business process management services provider employed 20,000 call-centre agents.
Today it has 30,000 agents, which is symbolic of the shift that is happening.
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