India’s digital transformation is moving fast, and one of the most exciting shifts is how businesses now handle customer calls. With AI call assistants, companies are replacing long wait times and repetitive conversations with smart, efficient voice agents. In short, press 1 for the future, press two if you're still stuck on hold!
As per a report, India's customer support market is valued at $33 billion. Projections indicate that by 2028, over 50% of customer interactions will be managed by AI-enabled systems, potentially reducing operational costs by more than $400 million annually. This is a strong signal that AI isn’t just a future technology; it’s shaping how Indian businesses operate today.
On top of that, the AI call assistant market in India is expected to grow from $103.8 million in 2024 to over $452.5 million by 2030, according to Grand View Research. This rapid expansion reflects a growing demand for tools that help businesses scale customer service without scaling costs.
As businesses seek ways to improve response times, manage high call volumes, and reduce operational expenses, AI call assistants are becoming an essential part of the modern call centre toolkit.
What Is an AI Call Assistant?
An AI call assistant is a software-driven, virtual voice agent that engages with customers on the phone, just like a human agent would. It can understand spoken language, respond intelligently, and perform tasks like booking appointments, answering FAQs, or routing calls to the right team.
AI call assistants are powered by natural language processing (NLP), speech recognition, conversational AI, and machine learning. These tools allow the assistant to understand context, sentiment, and intent, making the interaction smoother and more human-like.
They’re used across e-commerce, banking, healthcare, and logistics industries. By taking care of routine and repetitive queries, they reduce the workload for human agents while ensuring customers receive instant responses.
AI call assistants can hold more natural conversations than traditional IVR systems, which follow rigid scripts. They adapt to the caller’s language, tone, and mood, making them far more effective than outdated systems.
How Do AI Call Assistants Work?
AI call assistants function by converting spoken language into text, analysing the intent behind that text, and then delivering a spoken or text-based response. This loop happens in milliseconds, making the assistant responsive and real-time.
The process begins with Automatic Speech Recognition (ASR), which converts the user’s voice into text. Then Natural Language Understanding (NLU) analyses the meaning, while a decision engine determines the best reply. Finally, Text-to-Speech (TTS) converts the response back into voice.
Modern AI assistants are trained on large volumes of data to improve their accuracy. They learn how customers phrase questions and how to handle different accents, dialects, or background noise. This makes them highly adaptive to India's multilingual and diverse customer base.
AI call assistants can also integrate with CRMs and other backend tools to fetch customer data, log tickets, or complete transactions. This allows them to do much more than just “talk”; they actively help resolve queries.
Benefits of AI Call Assistants for Businesses
Adopting AI call assistants offers both immediate and long-term benefits for businesses across sectors. Whether you’re a startup looking to scale support or a large enterprise aiming to cut operational costs, AI voice automation brings tangible improvements. Below are the key advantages, explained with clarity and relevance to Indian market realities.
Cost Efficiency
AI call assistants reduce the need for large call centre teams. A single AI agent can handle thousands of calls simultaneously, saving and infrastructure costs. Businesses can scale their operations without hiring additional agents.
This is especially useful during peak hours or seasonal spikes. Instead of ramping up teams temporarily, businesses can rely on AI to manage the surge, keeping service levels consistent without inflating costs.
24/7 Availability
AI call assistants don’t take breaks, holidays, or weekends off. They work around the clock, ensuring that customers get instant help at any hour.
This always-on availability improves customer satisfaction, especially for service-based industries where support may be needed at night, such as travel, banking, or emergency services. It also helps brands build a reputation for being reliable and responsive.
Scalability
Whether your business handles 100 or 10,000 calls daily, AI call assistants can scale effortlessly. Unlike humans, they don’t need training for each new campaign; they learn and adapt automatically.
This makes it easier for businesses to grow into new markets or launch new products without worrying about expanding their support team immediately. AI can support a higher customer base without breaking your service model.
Consistency in Service
Humans can forget, miscommunicate, or vary in tone. AI, on the other hand, provides consistent messaging and brand voice across every interaction.
Customers receive the same level of support every time, reducing complaints and increasing trust. Businesses can monitor performance and optimise scripts centrally, ensuring all responses meet compliance and brand standards.
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Use Cases of AI Call Assistants in India
India’s multilingual population, diverse customer base, and high inbound and outbound call volumes create an ideal environment for AI-powered call automation. Businesses across industries are now deploying AI call assistants to handle repetitive tasks, reduce human workload, and provide consistent support experiences. Let’s explore some of the most impactful use cases that are transforming the Indian customer service ecosystem.
Lead Qualification & Follow-ups
AI call assistants can contact leads, qualify interest, and schedule callbacks. This is common in sectors like real estate, education, and financial services, where large databases need regular engagement.
They can also send reminders, confirm appointments, and nudge inactive leads, automating the entire lead funnel without human involvement.
Order Tracking & Delivery Updates
In e-commerce and logistics, AI call assistants handle post-purchase queries like “Where is my order?” or “When will it arrive?”. They can fetch real-time delivery status and reduce pressure on call centres.
This improves the post-sales experience and reduces the number of missed deliveries by confirming customer availability beforehand.
Loan or EMI Reminders
In the BFSI sector, AI call assistants can remind customers about due dates, payment confirmation, or interest rate changes. They can even guide users on payment options via voice or SMS.
These proactive reminders improve collections and reduce defaults, without needing a large outbound calling team.
Feedback & CSAT Collection
After service or delivery, AI assistants can collect feedback automatically. This gives businesses valuable insights into service quality, customer sentiment, and areas to improve.
They can even detect dissatisfied customers and escalate those cases to human agents for immediate resolution.
SquadStack: Elevating AI Call Assistants in India
SquadStack offers one of India’s most advanced AI call assistant solutions. Its Humanoid AI Agent is designed to deliver human-like interactions in multiple Indian languages and dialects.
The platform also includes Agent Assist, which supports live human agents during calls by suggesting responses, summarising calls, and improving call quality scores.
What sets SquadStack apart is its focus on voice intelligence, combining real-time voice AI with human oversight to improve accuracy, compliance, and results across industries.
Whether it's sales, support, or collections, SquadStack’s AI adapts to specific workflows, helping businesses reduce costs while maintaining high-quality interactions.
Final Thoughts
AI call assistants are reshaping customer communication in India, offering a blend of automation, scale, and intelligence. From cost savings to better service quality, the impact is real and measurable.
As the market matures, solutions like SquadStack’s Humanoid AI Agent will play a crucial role in how Indian businesses engage with customers across language, region, and scale.
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