“Our vision is to evolve from AI adoption to leading AI innovations, making AI-driven CX more ethical, inclusive, and human-centric,” Amit Vohra, CTO, Teleperformance in India

India’s AI ecosystem is gaining momentum and is expected to grow rapidly over the next five years, fueled by strong government support, a vibrant startup landscape, and a vast, tech-savvy talent pool. Our country is well-positioned to lead globally in applied AI solutions.

India’s strength lies not only in technological capability but also in the ability to deliver human-centric AI where empathy, accessibility, and trust are embedded into digital experiences. This blend of scale, talent, and purpose is what makes India’s AI journey especially promising on the global stage.

The next phase of growth will likely focus on industry-specific AI adoption, driven by the demand for intelligent automation, predictive analytics, and real-time decision-making. Additionally, regulatory sandboxes, public-private partnerships, and increasing investments in AI research and infrastructure will play a key role in fostering a mature, scalable, and ethical AI ecosystem.

TP is deeply invested in advancing India’s AI-powered digital future. Our approach goes beyond automation, we are reimagining how customer experience (CX), business operations, and support functions are delivered through intelligent, agile, and human-first solutions.

Through TP Microservices and platforms like Cloud Campus, we deliver end-to-end digital services that combine the precision of AI with the empathy of human interaction. Our AI capabilities, ranging from multilingual bots and real-time sentiment analysis to our proprietary tech tools, enable seamless, inclusive, and efficient customer engagements at scale, across the globe.

We are also actively shaping India’s digital workforce by investing in upskilling, emotional intelligence training, gamification, AI-powered automation, and cloud-based collaboration tools. By aligning cutting-edge technology with human expertise, TP is not only helping global brands thrive in a digital-first world but also playing a vital role in India’s transformation into a global AI powerhouse.

TP delivers a superior customer experience by leveraging the combined power of EI@TP and AI@TP in all interactions with the customers. What makes TP unique is how it blends deep technological intelligence with the emotional depth of human expertise.  Our GenAI-powered Analytics Solution and AI-powered Real-time Translation Solution, apart from other technology tools, are helping our clients redefine customer experience management.

The suite of our technological tools, called TP Microservices, enables organizations to quickly identify customer needs, streamline service interactions, and deliver faster, more personalized resolutions while empowering agents to engage with greater empathy and confidence. It's already driving measurable impact, having helped a leading North American travel and hospitality brand reduce agent queue volume, cut handling time, and improve customer satisfaction, all within just two months of deployment.

Another strong example of our impact is our work with one of the largest parcel carriers in the UK, where we implemented several key solutions that transformed operational efficiency to enhance customer experience, including using conversational AI for self-service enablement and personalizing customer interactions. Our technology solution consolidated multiple communication streams into a single unified platform for the customer experts. Additionally, our conversational IVR deployment enabled AI Bot handling of 30% of total voice volume, automating routine inquiries including order tracking, scheduling, and delivery status updates. These implementations are part of a strategic transformation that has committed year-on-year transformation gains over 3 years while simultaneously enhancing customer experience.

What truly sets TP apart is its dual value proposition: it’s not only transforming customer experience operations but also optimizing back-office functions like F&A, HRO, WFM, and IT as a service, making it a catalyst for end-to-end enterprise efficiency. With its integration of secure GPT-powered models, real-time knowledge access, TP helps brands scale with speed without losing the human connection that builds loyalty and trust.

At TP, ethical AI use begins with a simple principle: Technology empowers people to elevate customer experience and build trust. Our ‘High-Tech, High-Touch, High-Standard’ approach ensures that every AI-driven solution we deploy is designed to augment human expertise, especially in sensitive areas like customer interactions and content moderation, and all regulations and compliance are followed.

We embed human oversight at every critical juncture, combining AI tools with emotionally intelligent TP Experts who understand context, nuance, and empathy. This integration allows us to deliver scalable, real-time efficiency without compromising on fairness, accountability, or the human connection that builds trust and loyalty.

To safeguard transparency and ethical standards, we adhere to strict compliance protocols and governance models across our global operations. Whether it’s AI-powered sentiment analysis or automated content review, we ensure that all systems are backed by robust checks and aligned with local regulations, cultural sensitivities, and global best practices.

One standout example of TP’s AI-led transformation comes from our partnership with a British multinational airline group headquartered in London. Faced with a backlog of over 47,000 customer claims and extended service-level delays, the airline needed a rapid yet sustainable solution.

We deployed a combination of machine learning, OCR technology, and real-time translation tools to automate claim processing. By integrating unstructured data processing and Lean Six Sigma methodologies, we not only cleared the backlog but also improved accuracy and customer response times. This AI-driven approach significantly enhanced operational efficiency while maintaining a seamless customer experience, underscoring our ‘High-Tech, High-Touch’ philosophy in action.

India is not just a key delivery hub for TP group, it is our fastest-growing market and the centerstage of our global AI and digital transformation strategy. With the country’s AI investments accelerating, we are scaling our capabilities in next-generation technologies like Agentic AI, Intelligent Automation, rich-domain services, and advanced analytics platforms to meet the growing global demand.

We aim to scale our Indian workforce to 150,000, while also deepening our expertise in high-value services such as digital CX, business transformation consulting, business process optimization, intelligent automation, and advanced analytics. These investments position India not only as a hub of operational excellence but also as the heart of our innovation engine globally.

TP in India is the digital Center of Excellence (CoE) that drives innovation, as over 50% of our digital team’s strength is concentrated in India. More than just a talent pool, India is our strategic innovation hub where high-skill services, ranging from AI model training and automation architecture to emotional intelligence coaching are being designed and delivered at scale.

Through our powered by EI and enabled by AI framework, we are developing a new generation of tech-enabled professionals who can combine agentic AI and analytical rigor with human empathy. Meanwhile, employee upskilling and partnerships with academic institutions help us co-create future-ready curricula, building a robust pipeline of digital talent. This human-tech synergy enables us to create exceptional customer experiences that are not only intelligent, but deeply human-centric.

Public-private partnerships (PPPs) are pivotal in accelerating AI advancement in India through responsible, inclusive, and sustainable innovation. They serve as a bridge between the government’s digital vision and the private sector’s executional strength, catalyzing the development of ethical AI frameworks, enabling regulatory sandboxes, and addressing critical gaps in digital infrastructure and talent development.

We recognize the value of PPP in shaping a robust AI ecosystem and support the broader industry movement toward collaborative, future-focused growth. Our ongoing investments in digital CX, technology, and innovation, and workforce upskilling contribute to building a tech-enabled, future-ready talent pool that aligns with India’s digital transformation journey.

Enterprises face a complex set of challenges in AI adoption, ranging from data-related issues and legacy integration to talent shortages and trust concerns. Common barriers include: poor data quality and availability, talent gaps, legacy systems integration, trust, privacy & security, lack of strategic roadmaps, and fear of displacement.

At TP, we tackle these challenges head-on with a strategic, people-centric approach. Our cloud-first infrastructure ensures scalability and security, while our robust compliance frameworks uphold data integrity and privacy. To address the skills gap, we invest significantly in continuous learning programs that empower our workforce with AI, Intelligent Automation, and advanced analytics competencies.

Our AI roadmap is centered on building a future where technology and empathy work together to transform CX. India plays a critical role in this journey, not just as an operations hub but as a powerhouse of innovation, talent, and scalable impact.

Our vision is to evolve from AI adoption to leading AI innovations: deploying intelligent systems that don’t just support isolated use cases but shape end-to-end experiences across industries and functions. This includes:

• Scaling AI tools to drive hyper-personalized customer interactions and efficient service delivery.

• Advancing multilingual capabilities, enabling seamless, culturally adaptive support across geographies.

• Investing in predictive and sentiment-based AI models to empower agents with real-time guidance, improve resolution rates, and intervene proactively in emotionally sensitive scenarios.

• Embedding AI into our shared services model, to optimize services like F&A, HRO, ITaaS, and workforce management.

Our Centers of Excellence (CoE) in India serve as incubators for these innovations—creating replicable frameworks and best practices that shape how AI is deployed responsibly at scale. As we accelerate this roadmap, we are also contributing to broader AI vision by employment, building digital skills, and advancing ethical standards in AI usage.

In shaping the future of AI, TP aims to lead by example, using our scale and expertise to ensure AI is not just intelligent, but also inclusive and human-centric.