Exotel is betting big on a future where human-assisted AI drives every major customer interaction, with co-founder Sachin Bhatia saying demand for contextual, reliable and empathetic customer experiences has accelerated sharply across industries.

The AI-first customer experience company has just launched Harmony, its next-generation omnichannel platform that unifies voice, messaging, video and AI into a single intelligent operating system.

Bhatia said the need for such a shift has never been clearer. “It is funny that we talk to our friends less than the amount of talking we do with brands. But the brands don’t understand us at all,” he told CNBC-TV18. He pointed out that customers still have to repeat basic information every time they call a bank or a service provider. “Harmony tries to

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