BPO jobs on a seesaw as bots call the shots

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