India, Sept. 22 -- Indian consumers are becoming increasingly comfortable with AI customer service, but they are also getting less patient with one basic failure: having to explain themselves again.

Twilio's 2026 Customer Insights Series highlights this gap through what it calls "AI amnesia", where AI lacks context from earlier interactions. Nearly seven in 10 Indian consumers have stopped an AI interaction because the system lacked basic information about them or their history. For 5%, the experience was enough to end their relationship with the brand altogether.

The disconnect is especially clear between businesses and consumers. Nearly 89% of Indian brands believe their AI agents can recognise returning customers and access their his...