Exotel's EngageX 2026 rallies Swiggy, Zepto, Air India around AI-led CX playbooks
Exotel convened CX leaders from Swiggy, Zepto, Air India, DTDC, Birla Opus and BFSI majors at EngageX 2026 with Forbes India and CNBC-TV18, debuting what it calls India's first autonomous AI call and pressing the case for AI across 37 customer touchpoints in retention and trust.
What happened
Exotel EngageX 2026, hosted with Forbes India and CNBC-TV18, gathered CX leaders from Swiggy, Zepto, Air India, DTDC and BFSI to discuss AI-led customer
Key facts
- 37 customer touchpoints
Why this matters
EngageX positions Exotel as the convening platform for India CX-AI buyers, making it a strategic partnership or acquisition target for any stack lacking autonomous voice capabilities.
What to watch
- Named case study with containment % from Swiggy or Zepto
- TRAI or DPDP guidance on AI-initiated voice calls
- BFSI participant disclosing autonomous call deployment
- Exotel funding, M&A or enterprise ARR disclosure post-summit
- Customer complaint volume or social backlash on AI calls
- Map which of the 37 touchpoints are revenue-protective vs cost-cut, and price accordingly
- Brief retail clients on pilot KPIs: containment rate, CSAT delta, escalation accuracy
- Pre-position governance playbook (consent, disclosure, fallback) before regulator asks
- Benchmark Exotel autonomous call against Gupshup, Yellow.ai, Haptik on three live retail flows