AI in Call Centers, NQM Breakthroughs, #DataDaan at the TiE Internet Day and More
The AI4India Weekly #20
In this edition, we explore the transformative power of AI and how it continues to shape the future of India. From an interesting piece by Raj Bhatt on the revolutionary role of AI in call center quality assurance to major milestones under the National Quantum Mission (NQM) and National Mission on Interdisciplinary Cyber Physical Systems (NM-ICPS), AI's influence is undeniable. This week, we also cover AI4India’s participation in TiE NCR’s India Internet Day with a spotlight on our #DataDaan initiative, aimed at fostering a collaborative and open AI ecosystem for the nation.
Don't miss out on the latest updates, thought leadership pieces, and opportunities, including the extended deadline for the IndiaAI Innovation Challenge, which promises to unlock the potential of AI to address societal challenges.
Indian Call Center QA Analytics using AI: Overcoming the cost barrier
by Raj Bhatt
India is home to one of the largest call center industries in the world, employing a vast workforce for both domestic and international operations. Domestic call centers alone employ hundreds of thousands of agents, with many more working in international processes.
QA Budgets in Call Centers
Call centers generally allocate around 5% of their total budget to quality assurance. Given the modest percentage, the bulk of this is spent on manual efforts, such as employing quality analysts and managers who monitor agent performance. Typically for every 100 seats, a domestic call center typically spends less than INR 2,00,000 per month on QA.
The Challenge of Manual QA
Each agent typically handles around 100 hours of calls per month. This varies depending on capacity utilization rates in the call center. Manually reviewing such volumes is a massive undertaking, and as a result, traditional QA processes only sample 1% of the total calls. This limited sampling leaves large gaps in ensuring consistent customer service quality. There are many undetected instances of poor service, indifferent handling and rude behaviour.
Economics of AI-Driven QA
AI-driven analytics presents an opportunity to revolutionize the way call center QA is conducted. However, the primary barrier to the widespread adoption of AI in this sector is economics. To make AI-driven analytics viable, the cost of analyzing calls needs to be significantly lower than manual alternatives.
For instance, considering the QA budgets, an AI-based analytics solution would need to analyze 1,000 hours of calls at a cost of less than INR 40,000 (10% sampling of 100 agents). This would allow the call center to reduce one QA analyst per 100 call center agents. This translates to around INR 0.66 per minute (~0.8 US cents/minute)—a figure AI solutions have struggled to achieve until recently.
Breaking the Cost Barrier
The arrival of accurate open-source algorithms (ASR, translation, LLMs) for Indic languages, such as those launched by Sarvam.ai, has lowered the cost of AI-driven call analytics. These algorithms allow for more efficient processing and analysis of regional language calls, which dominate Indian call center operations. This advancement could finally make AI-powered QA affordable for Indian call centers, enabling them to review a higher percentage of their calls rather than relying on small samples.
Phased Approach for AI Implementation
One approach to using AI for analyzing call center service quality is to migrate QA metrics selectively (one by one) to AI models. Simpler metrics can be migrated first:
Mention of company branding in the first 15 seconds
Proper disposal of the call using appropriate short codes (to ensure no repeat calls)
Reasonable number of words per minute used by agent
Avoidance of rudeness/ abusive behaviour -- detected using an emotion detection AI model
This can be followed by more complex QA metrics that require checking the objection handling/ rebuttals of the agent. Over time all the QA metrics that the call center uses can be migrated to AI.
The promising future
With these cost-efficient AI solutions, the industry stands on the brink of a major transformation. Domestic call centers can achieve comprehensive quality assurance, leading to better service, improved agent performance, and ultimately, enhanced customer satisfaction.
A Quantum Leap and AI Advancement: NQM & NM-ICPS Milestones Announced
In a momentous step for India's tech-driven future, the National Quantum Mission (NQM) and National Mission on Interdisciplinary Cyber Physical Systems (NM-ICPS) have hit major milestones as part of Hon'ble PM Narendra Modi’s 100-day program. Celebrated by the Department of Science and Technology (DST), these advancements were marked by the online participation of Hon'ble Union Minister Dr. Jitendra Singh, who lauded the efforts and emphasized the transformative impact of these initiatives.
Establishment of Thematic Hubs (T-Hubs) for Quantum Technologies
Under the flagship National Quantum Mission, four state-of-the-art Thematic Hubs (T-Hubs) have been launched at premier institutions including IISc Bangalore, IIT Madras (in collaboration with C-DOT), IIT Bombay, and IIT Delhi. These T-Hubs, comprising 14 specialized Technical Groups, will focus on four key verticals: Quantum Computing, Quantum Communication, Quantum Sensing & Metrology, and Quantum Materials & Devices. Selected through a competitive process, these hubs are designed to position India as a global leader in quantum technologies, with a potential to transform sectors such as healthcare, finance, communication, space, and energy. Read More
Launch of BharatGen: The Multimodal Large Language Model Initiative
In parallel, the NM-ICPS has announced the launch of BharatGen, a Multimodal Large Language Model initiative aimed at creating generative AI solutions for Indian languages. This initiative, led by the Technology Innovation Hubs set up under NM-ICPS, will be key to India-centric AI development, aligned with the Aatmanirbhar Bharat vision. BharatGen aims to make AI more accessible and inclusive, leveraging India's broader AI mission to ensure technological self-reliance and empowerment for all citizens. Read More
AI4India at TiE NCR’s India Internet Day: Spotlight on #DataDaan
AI4India proudly participated in the 13th edition of TiE NCR’s India Internet Day, a premier event that brings together tech innovators, thought leaders, and industry pioneers to explore the digital frontier. Held in New Delhi, the event focused on the transformative power of the internet and digital technologies, with discussions on innovation, policy, and the future of the internet in India.
At the event, AI4India's #DataDaan booth garnered significant attention. The #DataDaan initiative, aimed at fostering a collaborative AI ecosystem, encourages individuals and organizations to contribute data for the development of open and accessible AI solutions. Attendees engaged with experts at the booth, learning about the mission to democratize AI by enabling data-driven advancements across sectors such as healthcare, agriculture, and education.
The booth served as a platform for meaningful conversations around responsible data sharing, the potential of AI for social good, and how initiatives like #DataDaan can accelerate India’s journey towards becoming a global AI leader.
Join the IndiaAI Innovation Challenge: Unlock AI’s Potential for Societal Impact!
Following the successful IndiaAI Innovation Challenge Information Webinars, IndiaAI is thrilled to invite applications for the IndiaAI Innovation Challenge. The challenge is open to AI innovators, students, researchers, entrepreneurs, and autonomous bodies working on groundbreaking AI solutions in key areas like Healthcare, Agriculture, Governance, Climate Change, and Assistive Technologies for Learning Disabilities.
Awards & Recognition: Winning teams can secure up to INR 1 Crore in funding and the opportunity to scale their AI solutions across India.
For more information, visit IndiaAI Innovation Challenge.
In The News
AI-Powered Payments Revolution in Higher Education - Cashnet launches AI-enabled platform to streamline fee payments and improve efficiency in educational institutions.
The Role of HR in the Age of AI and Robotics - With AI transforming workplaces, HR must evolve to address new challenges and embrace AI-driven solutions for recruitment and employee management.
India Needs Legal AI to Tackle 44 Million Pending Court Cases - AI-driven solutions could help the judiciary resolve India’s staggering backlog of court cases, enhancing efficiency and reducing delays.
AI to Reshape India’s Job Market, BSI Report Finds - A recent BSI report highlights how AI will create new job opportunities while also transforming existing roles across industries in India.
India Emerges as a Global Hub for AI Talent - NASSCOM’s leadership emphasizes India’s rise as a global leader in AI talent and expertise, fostering growth and innovation across sectors.
Param Rudra Supercomputer: India's New Technological Marvel - India unveils its latest supercomputer, Param Rudra, enhancing the country’s computational capabilities for research and innovation.
PM Modi's AI Vision to Propel India Towards 'Viksit Bharat' -IBM’s Sandip Patel discusses how PM Modi’s focus on AI and advanced chips will accelerate India’s journey to becoming a developed nation.
#DataDaan - Donate for a Digital India
Aligned with the IndiaAI mission and the efforts from MeitY to ensure availability of AI-usable data across govt, the #DataDaan campaign by AI4India.org is inviting participation from individuals and organizations to contribute valuable data for AI development in India. This initiative aims to gather diverse datasets to enrich the national data repository, supporting innovation across various sectors. We encourage everyone to read the detailed white paper on the campaign - https://bit.ly/DataDaan and fill out the form - http://bit.ly/3XfxD3H to contribute to this transformative effort.
This concerted push to make AI work for India highlights how data accessibility can unlock the potential for large-scale socio-economic transformation, driving innovation, and ensuring India’s competitive edge in the AI-driven global economy.
NOTE : The views expressed by the authors are their own. AI4India as a forum does not endorse any comments on specific brands, products, platforms or companies.
Join our AI4India.org forum to be a part of the AI revolution in India by visiting our site now.
Follow us on our X and LinkedIn to receive interesting updates and analysis of AI-related news