Those affected were part of the 1,500 customer service agents Zomato had hired just six months earlier under its Associate Accelerator Program. According to data on Zomato’s website, the AI agents resolve up to 80% of customer queries and reduce resolution times by 20%. Upskilling“Nine months ago, as a quality assurance manager, I used to listen to at least 40 customer calls per hour. Agarwal said his company is currently training customer service agents in empathy as part of upskilling program of a BPO client. “Two years ago, while serving an American telecom carrier, we’d get around 40 customer calls per day; later that number has dropped to 4 or 5.”