The head of Indian IT company Tata Consultancy Services has said artificial intelligence 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.
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.”