TCS CEO Predicts AI Impact on Call Centers

TCS CEO predicts minimal need for call centers in Asia within a year due to AI advancements.

  • TCS CEO predicts minimal need for call centers in Asia within a year due to AI advancements.
  • Generative AI expected to revolutionize traditional call center operations with chatbots.
  • Concerns arise over potential impact on white-collar jobs, highlighting need for tech talent training.

TCS CEO K Krithivasan foresees a significant shift in the call center sector as advancements in AI technology reshape traditional operations. He predicts a “minimal” need for call centers across Asia within a year, driven by the widespread adoption of generative AI among multinational clients.

Generative AI-powered chatbots are expected to analyze customer transaction histories and proactively address their needs, potentially replacing tasks handled by call center agents. While this raises concerns about job displacement, Krithivasan believes it will create a demand for tech talent, particularly in India’s technology sector.

India, renowned for its back-office services, faces significant implications, with over five million employed in the IT and business process outsourcing industry. However, Krithivasan emphasizes the need for workforce training to meet the evolving demands of the industry.

TCS, a key player in India’s technology landscape, is actively pursuing generative AI projects worth $900 million. Despite the potential impact on traditional job roles, Krithivasan suggests that the true benefits of AI will unfold gradually, urging the industry to focus on training initiatives to address future technology demands.