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BPO jobs on a seesaw as bots call the shots

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BPO jobs on a seesaw as bots call the shots

Business News Tech AI BPO jobs on a seesaw as bots call the shots

Voice AI is driving call centres even as hiring grows, but the shift towards complex tasks leaves freshers scrambling for a new career ladder.

For decades, a headset and basic English skills offered aspirational workers from tier-2 and tier-3 cities a foothold in the services economy, joining endless rows of agents answering calls at the offices of multinationals. Now, those conversations may not always need a human. India’s $5 billion call centre industry, which employs an estimated 1.1-1.3 million people in pure voice processes, is adopting artificial intelligence to answer customer

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