As voice continues to dominate customer engagement in India, Agentic AI is emerging as a key enabler of emotionally intelligent, multilingual service delivery. Mohit Dev Singh Jamwal, Vice President – Solution Strategy & Product Marketing at Exotel, shares insights on how AI, voice, and context are converging to reshape enterprise CX.
Mohit Jamwal is a seasoned technology leader with over two decades of global experience in the IT industry. At Exotel, he leads the company’s Customer Experience as a Service (CXaaS) strategy, driving scalable and personalized interactions for some of India’s largest enterprises. His work sits at the intersection of business, technology, and customer trust.
Q: Voice is fast becoming the interface of choice in India’s digital economy. How is Agentic AI transforming CX for Indian enterprises?
A: Voice is intuitive, accessible, and widely trusted—especially by mobile-first, vernacular-speaking customers in India. Agentic AI takes voice-based CX further by enabling conversations that are context-aware, emotionally responsive, and outcome-oriented. It can understand a caller’s intent, respond empathetically, and guide interactions toward real-time resolution.
For Indian enterprises, this means moving away from rigid IVR trees to intelligent, scalable, human-like conversations. Whether it’s resolving a query, completing a transaction, or routing a call, Agentic AI allows businesses to deliver faster, more personal, and more reliable service.
Q: Exotel offers a unified platform combining CPaaS, CCaaS, and conversational AI. How does Agentic AI amplify customer experience at scale?
A: Our platform integrates communication APIs, cloud contact center functionality, and conversational AI in one ecosystem. This gives Agentic AI a strong operational backbone. It doesn’t operate in silos—it works across channels and systems with full contextual awareness.
Voice-led Agentic AI acts as an intelligent engagement layer. It understands customer intent, fetches relevant data in real time, and either resolves the task autonomously or assists an agent during the call. What makes it scalable is its hybrid model—AI handles Tier-1 queries, while humans stay in the loop to step in when needed. This balance ensures accuracy, trust, and compliance while maintaining high efficiency.
As a result, enterprises can reduce call volumes, increase resolution rates, and deliver consistent service across languages and regions.
Q: India’s linguistic and cultural diversity is vast. How does Agentic AI adapt to this in voice interactions?
A: India’s language usage is not just diverse—it’s fluid. People often mix languages or switch mid-sentence. Agentic AI is designed to understand this complexity. It uses multilingual NLP, contextual intelligence, and tone recognition to process and respond in locally appropriate ways.
For example, a customer in the BFSI sector might say, “Mujhe last month ka EMI bounce ho gaya tha… penalty kitni lagi hai ab tak?” The AI can pick up on this, retrieve loan details, and respond: “Aapka March ka EMI ₹7,000 tha, jo bounce ho gaya. Uspe ₹350 ka penalty laga hai. Abhi payment link bhej doon?”
It’s this fluency and familiarity—especially in sensitive domains like finance or healthcare—that build trust.
Q: With Exotel powering over 20 billion interactions annually, what shifts are you seeing in customer preference between voice and chat?
A: Preferences depend on use case, geography, and customer profile. But voice still dominates when emotion, urgency, or trust is involved—missed payments, health concerns, complaints, etc. People want to speak, explain, and be heard.
Chat is growing, especially among younger and metro-based users, for transactional tasks like delivery tracking or balance checks. However, what’s increasing rapidly is channel switching—a customer might start a query on WhatsApp, escalate to a voice call, and expect continuity across both.
This is why enterprises are shifting focus from “voice vs. chat” to “how do we unify all channels with context-aware intelligence?” A seamless, integrated CX platform is becoming essential.
Q: From Adobe to SAP to Exotel—how has your perspective on marketing’s role in AI-led CX evolved?
A: While I haven’t worked at Adobe or SAP directly, I’ve collaborated with their teams and seen how marketing and CX align. Traditionally, marketing was focused on storytelling. But with AI becoming the first touchpoint, every interaction—automated or human—represents the brand.
At Exotel, I lead both solution strategy and product marketing. This dual view has made it clear that marketing now plays a larger role: reviewing voice flows, ensuring tone consistency, and closing the loop between brand promise and real-world experience.
As AI becomes more central to CX, marketing teams will need to take responsibility not just for the message, but for how it’s delivered—across bots, agents, and everything in between.
