India, April 10 -- If there is one area that GenAI has prominently impacted, it is customer experience and service. Harnessing the power of the generative capability of the large language models (LLMs), enterprises globally have onboarded AI-powered chatbots and virtual agents in droves.

And it is easy to see why. Well, AI chatbots can resolve tickets raised by customers 18% faster with a success rate of 71%. This simply means increased customer satisfaction and better conversion rates.

However, while many companies are upgrading their customer care centres (contact centres), fears of job losses loom large, along with sub-par customer satisfaction.

Understandably, there are several things that AI still cannot do. Besides, in a country ...