AI in customer service is changing fast, but most organisations are still asking the wrong question. Can a bot replace my agents? Sumeet Mathur, SVP and MD, India Business Technology Centre at ServiceNow, and Aditya Sudhindranath, Chief Strategy Officer at Deloitte India, make the case for a different approach: use AI to elevate your frontline teams, not replace them. When AI surfaces customer history, reads the tone of a conversation and removes the need to navigate fragmented systems, agents can focus entirely on the one thing AI cannot deliver. Empathy. The result is faster resolution and a better customer experience at the same time. This conversation is drawn from The CX Shift India 2026, ServiceNow's annual customer experience research study. This year's report surveyed 5,000 Indian consumers, 425 customer service representatives and 280 business leaders to understand the state of CX in India and the path forward. Download the full CX Shift India 2026 report: https://www.servicenow.com/lpebk/cx-shift-india.html Explore ServiceNow Customer Experience solutions: https://www.servicenow.com/solutions/crm.html