Daybreak How India’s call centre industry is being rewritten by AI
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Oct 21, 2025 Discover how AI copilots are transforming India's call centre landscape, assisting agents round the clock. Major firms are prioritizing workflow data over labor, shifting towards a model that could redefine BPMs into analytics powerhouses. Explore the rise of agentic AI, capable of managing end-to-end workflows autonomously. The human cost of automation looms large, as India trains technologies that might replace its own workforce. Unexpected adoptions, like in fertility clinics, reveal a surprising trust in AI. Buckle up for an amazing journey into the future of work!
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Agent Shadowing During Night Shifts
- At 2 a.m. Shyam resolves a flight refund while an AI co-pilot drafts summaries and prompts on his screen.
- The AI watches every click and keystroke, simultaneously assisting and training to potentially replace him.
Data Replaces Labor As The Prize
- Capgemini paid over $3 billion for WNS largely for 30 years of workflow data rather than agent headcount.
- That data becomes raw material to build agentic AI that can run full operations end to end.
Agentic AI Acts Like A Middle Manager
- Agentic AI behaves like a middle manager that runs tasks end to end with fewer mistakes and no downtime.
- The more workflow data ingested, the sharper and more autonomous these systems become, accelerating adoption.