Voice AI Adoption Gains Ground in India as 31% of Firms Enter Limited Production

The report found that companies are increasingly deploying voice agents for inbound and outbound calls, as well as for automated quality assessments, speech analytics, and agent-assist applications. However, enterprise-wide deployment remains in the early stages, suggesting many organisations are still evaluating how best to scale the technology.

The BFSI, telecom, e-commerce, retail, consumer packaged goods, travel and logistics sectors are currently leading Voice AI adoption. These industries are seeing faster uptake because of their large volumes of customer interactions and the repetitive nature of many workflows.

According to the report, businesses are increasingly viewing Voice AI as an operational transformation rather than simply another software purchase. Around 41 per cent of organisations are following a hybrid approach that combines internal teams with external technology partners, while 29 per cent are co-developing Voice AI solutions alongside partners.

The technology is also beginning to deliver measurable business benefits. About 61 per cent of organisations reported a reduction of more than 20 per cent in cost per eligible interaction. Among organisations that have scaled their deployments, around 30 per cent reported a positive impact on revenue.

Multilingual capabilities are emerging as another major area of focus. More than one-third of organisations now support at least three Indian languages in production, while deployments involving four or more languages are also increasing.

“Voice AI is creating a significant opportunity for India’s BPM sector to move beyond traditional voice operations towards AI-enabled, multilingual customer operations with greater ownership of outcomes,” said Rajesh Nambiar, President of Nasscom.

The report noted that India's experience in managing diverse languages, accents and noisy operating environments could give the country an advantage in serving global customer operations. Among organisations with broader Indian-language capabilities, 39 per cent identified global or multi-region customer operations as a major opportunity.

The financial case for adoption is also becoming clearer. Around 68 per cent of organisations said they achieved a return on investment within six to 24 months, while nearly two-thirds expect their Voice AI investments to increase by as much as 50 per cent.

“The future of Voice AI will be defined not by how many languages a system supports, but by how reliably it performs in real-world conversations,” said Davit Baghdasaryan, Co-founder and CEO of Krisp.