Exotel has been featured in Mint for its role in powering the rise of AI-driven voice automation in India. The article highlights how cloud telephony providers like Exotel are enabling enterprises across e-commerce, BFSI, logistics, and real estate to deploy natural-sounding, multilingual voice AI at scale. By combining low-latency infrastructure with AI capabilities, Exotel helps businesses automate routine customer queries while supporting human agents for complex interactions. As India’s diverse and high-volume market becomes a testing ground for next-generation conversational AI, Exotel continues to build scalable, cost-effective voice solutions that transform traditional contact centres into intelligent experience centres.
Exotel has been featured in Mint in a story highlighting how cloud telephony companies are enabling the next wave of AI-powered voice automation in India.
The article, titled “Meet the Companies Giving Voice to AI Bots”, explores how enterprises across sectors—from e-commerce and BFSI to logistics and real estate—are adopting voice AI to automate high-volume customer interactions while preserving human-like conversational quality.
Scaling Voice AI for India’s Unique Market
As noted in the article, India presents a uniquely complex environment for voice AI adoption—characterized by multilingual customers, diverse dialects, cost sensitivity, and massive call volumes.
Shivakumar Ganesan, Founder & CEO of Exotel, shared insights on how Exotel has built infrastructure to address these challenges:
“Back in the day, our cloud voice platform was built to connect humans to humans. Now, it’s about connecting humans to AI.”
Exotel’s AI-powered voice systems are designed to:
- Deliver low-latency, natural-sounding conversations
- Handle multilingual and code-mixed interactions
- Operate at India-scale affordability
- Integrate natively with enterprise contact centre infrastructure
From Contact Centres to Experience Centres
The Mint feature highlights how voice AI is reshaping India’s contact centre ecosystem, which has historically powered global customer support operations.
Exotel’s platform enables enterprises to:
- Deflect routine queries through intelligent voice AI agents
- Assist human agents with real-time AI copilots
- Improve response times and resolution rates
- Reduce operational costs while maintaining customer satisfaction
As enterprises move from “contact centres” to “experience centres,” voice AI is becoming the first layer of customer interaction—handling simple queries while routing complex conversations to human agents.
Driving Measurable Impact
According to the article, AI-driven systems are enabling enterprises to scale without proportional increases in headcount.
Exotel’s voice AI infrastructure powers thousands of AI-driven calls daily across sectors. Businesses are leveraging AI agents for:
- Order confirmations and delivery updates
- Loan reminders and banking queries
- Rescheduling requests
- Refund and transaction status inquiries
The result: faster query resolution, improved efficiency, and optimized operational costs.
Built for India. Ready for the World.
India’s linguistic diversity and call volumes make it an ideal testing ground for next-generation conversational AI.
As highlighted in Mint, companies that can make voice AI sound natural, speak local languages, and operate at lower costs will be best positioned to lead the global shift toward AI-driven customer interactions.
Exotel continues to invest in AI-powered, human-assisted customer engagement—helping enterprises scale smarter, not just cheaper.
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About Exotel
We leverage the cutting edge of AI to create co-pilots. These intelligent assistants seamlessly integrate across all communication channels (omnichannel), enabling hyper-personalized interactions with every customer. Imagine empowered agents receiving real-time guidance, leading to faster conversions and improved lead nurturing.
Exotel's impact extends far beyond the agent experience. AI co-pilots automate repetitive tasks, freeing up valuable resources and reducing operating costs. Additionally, AI-powered self-serve options empower customers to find answers independently, boosting overall CX. Exotel goes beyond just technology. We partner with you to craft customised solutions that unlock the true potential of AI-driven communication.
Let Exotel be your guide through the ever-changing business landscape and a partner for all things from customer engagement to customer experience. We'll help you achieve your unique goals while empowering every conversation like a friend.