8 hours ago
- Entertainment
- Washington Post
AI is transforming Indian call centers. What does it mean for workers?
GURGAON, India — For three years, Kartikeya Kumar hesitated before picking up the phone, anticipating another difficult conversation with another frustrated customer.
The call center agent, now 29, had tried everything to eliminate what a colleague called the 'Indian-ism' in his accent. He mimicked the dialogue from Marvel movies and belted out songs by Metallica and Pink Floyd. Relief finally arrived in the form of artificial intelligence.
