Will the Call Center Industry Survive the AI Wave with Appuorv K. Sinha

This Face2Face video with Vivek Bajaj and Appuorv K. Sinha explores how a small-town upbringing and early exposure to technology shaped Appuorv’s entrepreneurial journey. Growing up with limited resources strengthened his problem-solving mindset and curiosity, which later became essential in building enterprise products. He highlights that real learning happened not in classrooms but through internships and startup stints, where hands-on work taught him product development, sales, customer needs and operational nuances far better than theory ever could.

Appuorv shares how combining services with niche IP helped his company scale quickly: services brought customers in, while proprietary tools improved margins and differentiation. By leveraging AI and analytics, he transformed raw customer interactions into actionable insights—reducing resolution times, improving personalization and boosting retention for large enterprises. He stresses that integrating all communication channels—voice, chat, WhatsApp, CRM—prevents customer friction and empowers agents to resolve issues faster with full context.

A core theme is the importance of building practical IP over flashy features. His team focused on call-recording logic, workforce tools and integrations that solved real enterprise problems, helping them win major contracts and secure recurring subscription revenue. Multi-year, non-cancellable agreements created predictable cash flow and funded continuous R&D, strengthening long-term sustainability.

Appuorv firmly believes AI will augment—not replace—call centers. Generative AI may automate volume and speed, but human empathy remains critical for complex interactions. Finally, he explains how global partnerships with trusted tech vendors accelerated their market reach, enabling a small Indian integrator to serve large enterprises worldwide