Digital
AI wins hearts, but Indians still want a human hug: Twilio report
MUMBAI — AI might be hot, but it hasn’t made humans obsolete just yet. According to Twilio’s latest State of Customer Engagement Report 2025, a whopping 98 per cent of Indian consumers are more likely to buy when brand interactions are personalised in real time. But here’s the twist: they still want the human touch.
Despite high praise for AI-fuelled personalisation—with 80 per cent of Indians saying brands do a good job—only 30 per cent feel the experience is consistent. That’s a big disconnect in a market where 88 per cent will abandon a purchase if the experience feels cold or robotic.
The report, based on surveys with over 7,600 consumers and 600+ business leaders across 18 countries, points to a clear trend: AI helps, but empathy sells.
“Indian consumers are increasingly aware that while AI-powered personalisation influences buying behaviour, it is not a substitute for relevance, trust and human connection,” said Twilio VP of marketing, Asia Pacific & Japan, Nicholas Kontopoulos. “Indian brands are already leading the way, demonstrating a deep understanding of the importance of AI and excelling at delivering personalised experiences. As they continue to scale their use of AI, the next step is to move beyond basic personalisation to true individualisation, where every interaction feels timely, contextual, and humanised. This means putting transparency at the centre, respecting customer preferences, and using data to serve, not just sell. The brands that will lead in India’s next wave of growth are those that get this balance right by blending intelligent automation with authentic engagement to earn loyalty and drive long-term impact.”
Indian brands are sprinting ahead in AI adoption, using it to personalise recommendations, smoothen shopping journeys, and boost trust. Nearly 8 in 10 Indian consumers now spend more with brands that offer personalised engagement.
But the future isn’t AI-only. 91 per cent of Indian consumers say AI interactions should still feel human, 55 per cent want the option to talk to a person when things go south, and 72 per cent want to know when they’re talking to a bot.
The report’s takeaway? Personalisation isn’t enough. The smart brands of tomorrow will blend AI with authenticity, serve with data, and earn their place in customers’ lives—not just their inboxes.
Digital
OpenAI’s Stargate lead Peter Hoeschele exits with two senior leaders
Trio behind compute push set to join new startup amid leadership reshuffle
SAN FRANCISCO: Peter Hoeschele, a key figure behind OpenAI’s early Stargate data centre initiative, has exited the company, according to a report by The Information.
The departure is part of a broader leadership shift, with two other senior executives, Shamez Hemani and Anuj Saharan, also set to leave in the coming days. All three are expected to join the same new startup, although details about the venture remain under wraps.
The trio played a central role in OpenAI’s Stargate effort, an initiative aimed at building large-scale data centre capacity in-house to reduce reliance on external infrastructure providers. Their exits mark a notable moment for the company’s compute strategy as it continues to scale rapidly.
OpenAI spokesperson said in a statement to The Information, “We’re grateful for the contributions Peter, Shamez, and Anuj have made to OpenAI and wish them the very best in what comes next.” The company also pointed to the recent appointment of Sachin Katti to lead its industrial compute organisation, signalling continuity in its infrastructure roadmap.
OpenAI has indicated that it does not plan to directly replace Hoeschele’s role, suggesting a possible restructuring of responsibilities within the team.
As competition intensifies in the race to build next-generation AI systems, leadership changes in core infrastructure teams are likely to draw close attention. For now, the spotlight shifts to what this departing trio builds next, and how OpenAI adapts as it scales its ambitions.
