New Delhi, Feb. 10 -- Customer experience in India has evolved from IVR and chatbots to dashboards and surveys. Yet for many consumers, support still feels mechanical and impersonal. In this conversation, G B Kumar, President, Global Markets at Voicebox.ai, explains why voice may be the missing layer in enterprise AI and customer intelligence. From Bharat's linguistic diversity to DPDP compliance and Agentic AI, he outlines why listening literally to customers could reshape how enterprises build workflows, products and retention strategies.

IVR and chatbots, by design, are transactional and lack emotional intelligence. The bots struggle with multi layered, ambiguous queries and reach a dead end, not knowing when to hand over to a human....