New Delhi, March 13 -- For more than two decades, India's business process outsourcing (BPO) sector has grown on a clear advantage-scale and cost-efficient talent. That model is now entering a new phase as artificial intelligence reshapes how customer service is delivered.

Automation and generative AI are increasingly handling routine customer interactions, shifting the focus of contact centers from speed to end-to-end resolution. This shift is already visible across enterprises experimenting with AI-enabled support tools.

The transformation is not just about replacing manual tasks. It is redefining what the job of a customer support agent looks like and what skills organizations must build next.Industry data suggests the urgency is gro...