How India’s call centre industry is being rewritten by AI

At 2 a.m. in Bangalore, a call-centre agent is resolving flight refunds with a new kind of colleague — one that never sleeps. 

AI copilots are now embedded across India’s BPM sector, watching every click and keystroke to improve their own efficiency. For firms like Capgemini and Genpact, the real prize isn’t labour anymore — it’s workflow data. 

Because in the race toward “agentic AI,” whoever owns the data, wins. And India, for all its scaled up manpower, might be training the machines that will one day replace it.

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