AI Adoption Expands in Indian Financial Services and IT Sectors with Mixed Industry Outlook

Financial services firms in India are increasingly adopting artificial intelligence (AI) and generative AI beyond call centre automation, expanding into risk compliance, customer onboarding, and credit decisioning, supported by Reserve Bank of India's guidelines. Startups are deploying multilingual voice AI for customer service. Meanwhile, IT and BPO sectors show mixed views on AI's impact, with some seeing growth and efficiency gains, while others anticipate revenue pressures. Ford emphasizes AI as a human-augmented tool rather than full automation, highlighting ongoing challenges and collaboration between AI and human expertise.