Customer support in India has changed. Calls used to get missed. Chat queues used to pile up.
Now, businesses are turning to AI to keep up. The shift isn’t about replacing people. Instead, it’s about helping teams handle more, in less time, with better service.
This blog walks through how AI in customer support works, why Indian businesses are picking it up, and how Voice AI is becoming a preferred choice.
AI-powered customer support means using software that can talk, listen, or type back to customers — without a human sitting there every time.
This support comes in different formats. Some businesses use chatbots that answer typed messages. Some use auto-reply email tools. Others use Voice AI, like Rootle, that talks to people over the phone.
The goal is the same — help customers quickly and clearly.
AI tools first read or hear what the customer is saying. They then match it with possible replies or actions. Think of it like a smart rep that remembers every FAQ, product detail, and next step.
In chat, the system types back.
In voice AI, it speaks out loud in a natural tone. Some systems even ask follow-up questions if the first answer doesn’t match.
This works well when people ask simple questions, like order status, account updates, or store hours. It also helps collect info before a human agent steps in.
As per the Intercom Customer Service Trend Report 2024, businesses using AI for customer support experience:
● 45% time savings
● 44% faster and more efficient issue resolution
● 35% cost reduction
● 35% better customer feedback analysis
● 35% improved quality and consistency across support
In India specifically, the story adds more layers. Here’s why:
Businesses in India deal with thousands of daily queries — especially in sectors like retail, banking, and logistics. AI helps keep up without building a large call center team.
India speaks in many tongues. Voice AI, like Rootle, understands this. It works well across Hindi, English, and other regional languages — right out of the box.
Support doesn’t stop when the clock hits 6 PM. AI stays on all day, every day. It responds when customers reach out — whether it’s 2 in the afternoon or 2 at night.
AI handles repeat queries like password resets, delivery updates, and appointment bookings. That frees up the human team. It also trims overhead by cutting call wait times and workload.
Humans can get tired, skip steps, or lose context. AI doesn’t. It follows flows with precision. That leads to more consistent customer experiences across every call.
AI tracks customer tone, behavior, and responses. It turns that data into patterns. Teams then use those insights to fix gaps or improve product support.
Getting started isn’t complex. Here’s how businesses usually go about it:
1. Pick the use case. Start small. Common ones include order status, FAQs, and appointment reminders.
2. Choose a format. Chat, email, or voice. For phone-heavy use cases, voice AI like Rootle works better.
3. Pick a platform. Work with a provider that understands your domain. Choose one that supports Indian languages and phone-based support.
4. Run a pilot. Try AI support with a small group first. Tweak responses and flows. Then scale it across all customer support calls.
The next phase of customer support in India will be voice-first. More users are comfortable talking over typing. More businesses want fast, accurate, always-available phone support.
AI will soon do more than answer calls. It will pull customer history, suggest offers, and route the call if needed. All in the customer’s preferred language.
Voice AI will play a lead role in this shift. It won’t just answer — it will understand.
