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The winners in AI from India will approach AI as an infrastructure, not as a product - Part 2

  • Writer: Suman Jha
    Suman Jha
  • Sep 21
  • 2 min read

Date: 09-19-2025 at 11:06 


Global consultancy companies spending billions of dollars on India’s BPM (Business Process Management) companies for the workflow data is a great example of how, in the coming time, most of the outbound customer conversations will be through agentic AI. 


Indian BPMs have workflow data of global companies (therefore developed consumers) accumulated for the past 30 years. However, when we talk about the same scale for the Indian consumer, the scenario is different. 


Let’s take the example of Healthcare: 

  • The lowest insurance penetration 

  • Less than 10% digitised health records 

  • 90% of facilities are fully or partially offline 

  • 20+ local languages 

  • Less than 20% English penetration

  • Zero standardisation


In all of these scenarios, when we talk about building agentic ai to solve the above problem, the math, somehow, doesn’t make sense.  


Now, imagine if you are thinking of this “AI as an infrastructure”

  • How do you build infrastructure (physical + digital) to record the subjective (symptoms) of billions of Indians speaking 20+ languages? 

  • How do you build infrastructure (physical + digital) to create and save clinical data (vitals, labs, parameters etc.) for billions of Indians? 


If you can build the above two, now you can use AI to do magic - I mean, real magic. 


  • Train voice AI to identify potential diagnosis based on objective (vitals) and subjective (symptoms), and keep humans in the loop only to validate. 

  • Automate most of the workflow related to insurance - personalised premium, claim approval, claims settlement, Medical Coding etc.

  • Hyper-personalised insurance 

  • Identify demand and build health infrastructure

  • Leverage millions of semi-trained healthcare personnel to eliminate the health professionals supply deficiency.  


Infrastructure + AI Agents + Scale = Affordable quality healthcare for billions of Humans! 



 
 
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