It has been a long time coming to the end of the decade when businesses were endlessly experimenting with automation and artificial intelligence. However, 2026 will prove distinctly different because this year onwards AI will evolve from being a playground to being tested on outcome and return on investment. Our case experiences this year have told us that the biggest problem faced was not model quality, which was far from perfect. Customer support, call centres, and servicing businesses: The fixed decision tree is all but a distant memory, replaced by the intelligence of AI agents that can process free text, emails, attachments, chat sessions, and past interactions. The cloud, data, AI models, and such technologies are no longer technology decisions, actually, they are geopolitical decisions.

Source: Economic Times January 29, 2026 05:21 UTC