AI took over 65% of the conversations: Here is the 35% that stayed human, on purpose
By Akhil Gupta, Founder of ConvoZen.AI and Co-Founder, NoBroker
There is a fear going around in almost every boardroom in India right now. Someone in the meeting says it out loud, or someone thinks it and does not say it. If AI can now answer calls, reply to chats, and solve customer problems on its own, do businesses still need people in customer service at all.
Inside one of India’s largest proptech platforms, that question has already played out in practice, not as a hypothesis. The company deals with an enormous volume of customer interactions every single day, calls about property listings, chats about payments, questions about service bookings. When AI agents were first introduced into that ecosystem, they handled a small fraction of the load. Today, AI manages a large share of it, and within the next couple of years, that share is expected to reach close to 80%...
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