AI could kill off most call centres, says Tata Consultancy Services head

AI could kill off most call centres, says Tata Consultancy Services head

– K Krithivasan, CEO of Tata Consultancy Services (TCS), predicts minimal need for traditional call centers within a year due to AI advancements.

Generative AI technologies are poised to disrupt traditional call center operations, impacting industries across Asia and beyond. The widespread adoption of AI-driven chatbots is expected to streamline customer interactions by analyzing transaction history and proactively addressing customer needs.

K Krithivasan predicts that chatbots will soon be capable of performing tasks traditionally handled by call center agents, leading to a paradigm shift in customer support.  This shift towards chatbot-driven interactions represents a significant advancement in customer service efficiency and effectiveness.

The rapid adoption of AI in call centers raises concerns about its impact on employment, particularly in regions like India with a large workforce in the IT and business process outsourcing sectors.

While AI-driven automation may lead to job displacement in certain roles, K Krithivasan argues that the overall demand for technology talent is expected to increase.

Addressing these challenges requires a concerted effort to enhance workforce training and ensure that graduates possess the skills needed to thrive in the evolving job market.