Implementing Generative Voice AI in BPO: What Worked in the US but Failed in India
At Oxyvin, we are always exploring innovative technologies to enhance operational efficiency and reduce costs for our clients. One such initiative was the implementation of Generative Voice AI in BPO for our contact center operations. While the results were highly encouraging in one market, they presented unexpected challenges in another.
The Success Story in implementing Generative Voice AI in BPO
The US Campaign:
We first deployed Generative Voice AI in BPO for a campaign targeting the US market. The results were impressive:
- The AI delivered near-human voice quality in English.
- It maintained a consistent tone and cadence during interactions.
- Agent costs were significantly reduced.
The AI voice handled routine customer interactions naturally and effectively. For the client, this meant better customer engagement and lower operational expenses.
The Indian Market: A Different Outcome
Following our US success, we piloted the same Generative Voice AI in BPO solution for a campaign in India. The outcome, however, was quite different:
- The AI struggled to recognize and respond to various regional languages and accents such as Hindi, Tamil, and Bengali.
- Many calls were either misunderstood or dropped, negatively impacting customer experience.
- The cost per AI-driven call in India turned out to be higher than using skilled human agents.
This clearly highlighted that the same Generative Voice AI in BPO solution could produce vastly different results depending on the market.
Cost Comparison
Costing in the US:
The cost per AI-driven call ranged from $0.08 to $0.12, while the average cost per call with human agents was around $0.50 to $0.70. This translated to nearly 80% savings, making it a cost-effective solution for high-volume campaigns with straightforward interactions.
Costing in India:
The cost per AI-driven call in India was between ₹6 to ₹9 (approximately $0.07 to $0.11), while the average cost per call using skilled human agents was only ₹3.50 to ₹4.50 (approximately $0.04 to $0.055). Despite automation, the cost per successful AI call was almost twice as high due to lower call completion rates and poor customer satisfaction
Key Takeaways
Generative Voice AI in BPO‘s ROI is market-specific
What works well in one geography may not work in another due to differences in language complexity, cultural nuances, and cost structures.
Voice AI is still evolving for local markets
While Generative Voice AI in BPO has made impressive strides in English, it still struggles with the linguistic diversity and nuance required for markets like India.
A hybrid approach might be more practical
Using AI for simpler or repetitive tasks while relying on human agents for complex or multilingual interactions could provide a better balance between cost and effectiveness.
Our Perspective at Oxyvin
We see great potential in AI to transform the BPO and customer service industry. However, our experience reinforces that Generative Voice AI should be applied where it truly adds value. Technology for the sake of novelty doesn’t always serve the end user or the bottom line.
At Oxyvin, we continue to focus on blending human expertise with smart automation, ensuring our clients benefit from both innovation and reliability.
Want to explore a customized voice solution for your business?
Visit us at www.oxyvin.com to learn more or schedule a consultation.
FAQs
What is Gen Voice AI?
Gen Voice AI (Generative Voice Artificial Intelligence) is a technology that uses AI to simulate human-like conversations over the phone. It can understand and respond naturally, making it useful for automating customer service calls, especially in English-speaking markets.
Can Voice AI completely replace human agents in BPO?
Not yet. While Voice AI is effective for repetitive, simple tasks in English-speaking markets, a hybrid approach—combining AI for routine tasks and human agents for complex or multilingual support—is more practical, especially in diverse markets like India.
Is Voice AI cost-effective in India?
Surprisingly, no. In our pilot project, the cost per AI-driven call was higher in India compared to using skilled human agents, due to language processing issues and call drop-offs.
How can businesses use Voice AI effectively in BPO services?
Businesses can start by deploying Voice AI for standardized English interactions or outbound campaigns, and use human agents for nuanced, multilingual customer support. This hybrid model offers a better return on investment and maintains customer satisfaction.
What are the main challenges of implementing Voice AI in Indian BPO operations?
The key challenges include understanding multiple regional languages like Hindi, Tamil, and Bengali, recognizing varied accents, and responding naturally to culturally specific interactions—all of which are still difficult for current generative Voice AI models.