Nobody wants to wait on hold anymore. But can AI replace customer care?

Published 18 July 2026 · india

Left image is for representation purpose only (AI-generated) AI is already answering before humans do The biggest shift isn’t fewer calls — it's different calls

Left image is for representation purpose only (AI-generated) AI is already answering before humans do The biggest shift isn’t fewer calls — it's different calls Harvard Business Review India's BPO industry is standing at a turning point New skills are becoming as important as communication skills AI still has limits So...will AI replace call centres?

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