AI Could Eliminate Call Centres, Says CEO of Tata Consultancy Services
Australian Financial Review
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Details
- Date Published
- 25 Apr 2024
- Priority Score
- 2
- Australian
- No
- Created
- 8 Mar 2025, 02:41 pm
Description
Chief executive K Krithivasan says chatbots would soon be able to analyse a customer’s transaction history and do much of the work done by call centre agents.
Summary
The CEO of Tata Consultancy Services, K Krithivasan, has predicted that rapid advancements in artificial intelligence could drastically reduce the need for call centers within a year. Generative AI technologies are poised to transform customer service operations, a shift that could significantly impact countries like India and the Philippines where call centers provide substantial employment. While no job reductions have been observed yet, the potential for AI to reshape this industry underscores the broad capabilities of AI systems. This development has broader implications for global labor markets and emphasizes the necessity of considering AI's socio-economic impacts within policy and governance discussions, though it does not directly address existential or catastrophic AI risks.
Body
WorldAsiaAIPrint articleBenjamin Parkin and Chris KayApr 25, 2024 – 3.03pmSaveLog inorSubscribeto save articleShareCopy linkCopiedEmailLinkedInTwitterFacebookCopy linkCopiedShare via...Gift this articleSubscribe to gift this articleGift 5 articles to anyone you choose each month when you subscribe.Subscribe nowAlready a subscriber?LoginNew Delhi/Mumbai| The head of Indian IT companyTata Consultancy Serviceshas said artificial intelligence would result in “minimal” need for call centres in as soon as a year, with AI’s rapid advances set to upend a vast industry across Asia and beyond.K Krithivasan, TCS chief executive, told theFinancial Timesthat while “we have not seen any job reduction” so far, wider adoption of generative AI among multinational clients would overhaul the kind of customer help centres that have created mass employment in countries such as India and the Philippines.Loading...Financial TimesSaveLog inorSubscribeto save articleShareCopy linkCopiedEmailLinkedInTwitterFacebookCopy linkCopiedShare via...Gift this articleSubscribe to gift this articleGift 5 articles to anyone you choose each month when you subscribe.Subscribe nowAlready a subscriber?LoginFollow the topics, people and companies that matter to you.Find out moreRead MoreAIPhilippinesIndiaIT networksAI SummitFetching latest articlesOlympic weightlifting is hard. This boss uses the 1pc rule to get it doneLucy DeanOut-of-control watch price rises give housing a run for its moneyKnow your craft: How the biggest airlines rate at the pointy end‘We’ll fight’: Alex Waislitz on family battles and bad betsPatrick DurkinJob appointments have never been purely merit-based: CEW chiefWhy this CEO saves creative work for after her periodNew Zealand pops its cork for one of the world’s great wine festivalsMax AllenWhy Hawaii’s data-driven wellness retreat is a haven for high-flyersA last-chance tote bag and a groovy case for trumpetersVictor Smorgon’s star fundie eyes 50pc returns for new fundAlex GluyasForrest family powerbroker had alleged role in big Fortescue decisionsEllison-run garnet mine faces punishment over unsanctioned development