‘AI could replace the need for call centres’: TCS CEO Krithivasan

Artificial intelligence (AI) advancements will lead to a significant reduction in the need for call centres within a year, the chief executive of Tata Consultancy Services (TCS), K Krithivasan, told the Financial Times (FT). This could fundamentally transform the industry that had been a major source of employment in countries like India and the Philippines.

According to the report by FT, Krithivasan envisions a future where call centres receiving incoming calls become rare and replaced by proactive AI systems capable of predicting and addressing customer issues before they arise. He believes that chatbots equipped with generative AI will be designed to analyse customer transaction histories and perform tasks traditionally handled by call centre agents.