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RBI

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Twilio
AI-powered agents for contact center in India: what they can and cannot do
AI voice agents in Indian contact centers conduct end-to-end customer conversations using speech recognition, a language model, and text-to-speech, differing from agent assist which only suggests actions. Indian deployments are past pilot: Meesho handles 60,000 calls daily with a 75% cost reduction, and Bajaj Finance reports 71% of DIY service volumes handled by AI at one-third the human cost. The four-stage loop—speech recognition, language model, speech synthesis, telephony—must complete before the pause feels wrong, making architecture more critical than model choice. The Voice of India benchmark shows no system achieves under 20% word error rate across all 15 languages, so engine choice must be per-language and swappable. The RBI FREE-AI committee recommends informing customers they are talking to AI, human handling of complaints, and a route to a person, though these are not yet binding.

The best engineering reads, once a week.

Topic

1 post about RBI. Every summary links to the original.

Paid picks we use ourselves. Links carry a referral code — a subscription through one earns us a commission at no extra cost to you.

Newest first

Twilio
AI-powered agents for contact center in India: what they can and cannot do
AI voice agents in Indian contact centers conduct end-to-end customer conversations using speech recognition, a language model, and text-to-speech, differing from agent assist which only suggests actions. Indian deployments are past pilot: Meesho handles 60,000 calls daily with a 75% cost reduction, and Bajaj Finance reports 71% of DIY service volumes handled by AI at one-third the human cost. The four-stage loop—speech recognition, language model, speech synthesis, telephony—must complete before the pause feels wrong, making architecture more critical than model choice. The Voice of India benchmark shows no system achieves under 20% word error rate across all 15 languages, so engine choice must be per-language and swappable. The RBI FREE-AI committee recommends informing customers they are talking to AI, human handling of complaints, and a route to a person, though these are not yet binding.

The best engineering reads, once a week.