AI threat to call centre jobs: TCS CEO K Krithivasan

BENGALURU: TCS CEO K Krithivasan said that within a year, there would be a “minimal” requirement for call centres due to the rapid progress in AI technology.

“In an ideal phase, if you ask me, there should be very minimal incoming call centres having incoming calls at all,” Krithivasan told the Financial Times. He further explained, “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.