AI agents take over routine support; humans move to complex cases, says Twilio COO
Thomas Wyatt, COO of Twilio, says companies can send simple queries to AI and keep people for harder problems, as first reported by Analytics India Magazine.
The 30-second read
- AI agents are taking over routine customer service work, and human staff are moving to complex cases.
- Twilio COO Thomas Wyatt says simple level-one and level-two queries can go to AI, while people handle complicated ones.
- India is a key Twilio market, with Reliance as a flagship customer, so local contact centres are in the path of this shift.
Routine customer service tasks are increasingly being handled by AI agents. Human contact centre workers are being pushed towards problems that need judgement and specialised knowledge. This was first reported by Analytics India Magazine, in an interview with Thomas Wyatt, COO of Twilio.
Wyatt described a simple routing approach. Companies can send routine level-one and level-two queries to AI and keep human agents for complicated cases. He also pointed to limits. In his view, automation has a ceiling, and "there’s usually a reason" a share of cases get handed up to a person.
He gave the example of Philippine Airlines, which let customers choose between talking to an AI or waiting for a human. Wyatt said: "People are actually pretty smart to self-serve," He added that Twilio Conversation Memory keeps context when a case moves from AI to a person, as per the same report.
On the market, the report cites Gartner, which expects more than 80% of enterprises to deploy industry-specific AI agents by 2030. It also cites Deloitte, which puts India's enterprise AI market at $7.6 billion to $9.5 billion in 2024–2025, and over $130 billion by 2032 at a 39–42% CAGR.
Why it matters
Indian contact centres and enterprises sit directly in the path of this shift, since India is an important Twilio market and Reliance is a flagship customer. Roles in customer care are likely to tilt towards harder, judgement-led work.
The data
| Period | Market size |
|---|---|
| 2024–2025 | $7.6 billion to $9.5 billion |
| By 2032 | Over $130 billion (39–42% CAGR) |