About Yukti Verma

Eighteen months ago, AI was a differentiator in an outsourcing RFP. Today it is a gate. Contemporary enterprise procurement frameworks now allocate most of their total RFP scoring criteria to AI-specific evaluation factors. This category was effectively absent from most outsourcing evaluations 18 months prior. BPOs that cannot show production-ready capabilities in a vendor presentation no longer make the shortlist.  The immediate reaction from most […]

Every e-commerce operations manager in India knows one common problem. It shows up constantly in logistics dashboards and quietly eats into margins: return-to-origin (RTO) orders from cash-on-delivery purchases.  COD continues to dominate online shopping across large parts of India, especially in Tier-2 and Tier-3 cities. But it also brings a higher risk of failed deliveries, […]

Most voice bot buying decisions go wrong before the contract is signed. The demo looks good. The per-minute rate seems reasonable. The sales team promises a quick setup. Three months later, your team is waiting on engineering, the telephony vendor has an India coverage gap, and the total cost is three times what you budgeted. […]

Your support team is answering the same questions every day. “Where is my order?” “Can I confirm my COD delivery?” “When will the rider arrive?” These are not complex problems. They are logistics updates, and they are consuming the majority of your agent capacity. WISMO queries (“Where is my order?”) alone account for a majority […]

Most cost comparisons between human agents and AI voice bots start and end with salary. That is the wrong starting point. Salary is one component of a much larger cost structure. And it is usually not the largest driver of the gap. Let’s break down what a human support call truly costs in 2026, what […]

Your operations teams deploying voice bots face a choice that rarely gets named directly. Going live is fast. Testing takes time. And in most deployment timelines, testing loses.  The result is predictable. Within the first two to four weeks after launch, teams begin seeing patterns they did not plan for. Callers rephrase their intent and break the script; bot handles edge cases poorly or escalations where the calls are transferred without […]

If you have been researching AI voice bot platforms, Vapi has probably come up. It has strong developer adoption, wide API coverage, and a low advertised base rate. On paper, it looks like a capable option. The question for an e-commerce operations head, CX manager, or founder is not whether Vapi is a good platform. […]

Most voice bots in use today are sophisticated script readers. They listen to what a customer says, match it to a pre-written response, and reply. They do this well and at scale. But they cannot do anything. They can tell a customer their order is delayed. They cannot reschedule the delivery. They can confirm a […]

Every support call your team handles carries a cost that most operations heads underestimate. The salary on the payroll is visible. The infrastructure, supervision, training, repeat calls, and idle time that sit beneath it are less visible. Together, they produce a cost-per-call figure that is significantly higher than most finance teams realize and almost entirely […]