The main concerns in India over AI-run customer service

With the rise of automation in most sectors across the world, India aims to deploy this technology from crop management to precautions against terrorism and everything in between. The government, with its Digital India program, has appointed a task force within the Ministry of Commerce and Industry to boost the Artificial Intelligence (AI) sector in the country to develop smart cities.

When it comes to customer service, Indians are used to being given top priority, in line with the host-guest ideology of “Athiti Devo Bhava”. With AI on the rise, consumers (as surveyed by PwC) are mainly concerned about losing human contact and lacking the usual personal interaction of the traditional customer relationship. There are also concerns of accuracy and invasion of privacy.