Rapid adoption: India’s BPM industry on cusp of revolution amid GenAI use

India’s business process management (BPM) industry is on the cusp of revolutionising with the use of generative artificial intelligence (AI).

K Krithivasan, chief executive officer and managing director of Tata Consultancy Services, the country’s largest and globally second-largest information technology (IT) services company, said that there would be a ‘minimal’ requirement for call centres due to the rapid adoption of AI.

“In an ideal scenario, if you ask me, there should be very few inbound call centres handling incoming calls at all. We are at a point where technology should be able to predict incoming calls and proactively address customer concerns,” said Krithivasan in an interview with the Financial Times.