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India’s call centres have been at the forefront of the digital transformation wave, leveraging advanced technologies such as Artificial Intelligence (AI), Machine Learning (ML), and Natural Language Processing (NLP) to deliver holistic, personalised customer experiences. Chatbots, driven by AI and ML, have become the first point of contact for many businesses, addressing basic queries and streamlining the customer’s journey to a human agent when needed. Additionally, data analytics and predictive analytics are used to tailor strategies, training modules, and product offerings. Voice Biometrics has also been implemented to enhance security and trust.