There will be a 'minimal' need for call centres due to AI revolution: TCS CEO K Krithivasan

Tata Consultancy Services CEO, K Krithivasan, foresees a transformative shift in the call center industry in India within a year, driven by advancements in Artificial Intelligence. In an interview with the Financial Times, Krithivasan highlighted the imminent disruption caused by the widespread adoption of generative AI among multinational clients.

Krithivasan emphasized the potential of chatbots equipped with generative AI to revolutionize traditional call centre operations. He envisaged these AI-powered chatbots analyzing customer transaction histories and adeptly handling tasks typically undertaken by human call centre agents. According to him, this technological evolution could lead to a minimal need for incoming call centers, as AI systems proactively address customer queries and concerns.

The repercussions of this AI revolution are expected to reverberate across Asia, with India's renowned back-office services industry facing significant implications. India currently employs over five million people in the IT and business process outsourcing sector, making it particularly susceptible to technological disruptions.

While acknowledging concerns about potential job losses, Krithivasan stressed the need for workforce training to meet the burgeoning demand for tech talent. He suggested that increased collaboration between industry and academia could help bridge the skill gap and capitalize on the growing demand for AI expertise.

Krithivasan cautioned against overestimating the immediate benefits of generative AI, noting that its true impact would unfold gradually. However, TCS is actively investing in AI projects, with a pipeline worth $900 million, signaling its commitment to embracing emerging technologies.