AI Could Kill Off Most Call Centres, Says TCS Head

The head of Indian IT company Tata Consultancy Services has said AI will result in "minimal" need for call centres in as soon as a year, with AI's rapid advances set to upend a vast industry across Asia and beyond. From a report: K Krithivasan, TCS chief executive, told the Financial Times that while "we have not seen any job reduction" so far, wider adoption of generative AI among multinational clients would overhaul the kind of customer help centres that have created mass employment in countries such as India and the Philippines. "In an ideal phase, if you ask me, there should be very minimal incoming call centres having incoming calls at all," he said. "We are in a situation where the technology should be able to predict a call coming and then proactively address the customer's pain point." He said chatbots would soon be able to analyse a customer's transaction history and do much of the work done by call centre agents. "That's where we are going...I don't think we are there today -- maybe a year or so down the line," he said.

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