New Delhi: India’s call center sector is undergoing a significant transformation as artificial intelligence begins to replace human workers. Startups like LimeChat and Haptik are developing advanced AI chatbots capable of handling up to 95 percent of customer queries, prompting companies to cut back on human staff by as much as 80 percent in some cases.

The business process management sector, which employs around 1.65 million people, is seeing the most dramatic changes. While AI has led to job losses, it has also created new opportunities in roles such as AI coordinators, process analysts, and other technology-focused positions. Training centers across India are increasingly offering courses to equip workers with AI skills, preparing them for the evolving job market.

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