With the rise of the integration of generative AI, TCS CEO K Krithivasan believes that advancements in AI might reduce the need of call centres across Asia within the next year.
Artificial Intelligence (AI) has infiltrated almost every part of our lives. From generating cute dog images to analysing cancer cells in samples, AI has become a significant part of our lives and can't be ignored.
According to Tata Consultancy Service (TCS) CEO K Krithivasan, the need for call centres will become 'minimal' all over Asia within the next year.
In an interview with the Financial Times, Krithivasan revealed that the rampant usage and integration of generative AI technology among multinational clients is changing the old-school call centres and might lead to several job cuts.
He said in the interview, "In an ideal phase if you ask me, there should be very minimal incoming call centres having incoming calls at all."
“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 added.
Krithivasan assumes that a chatbot integrated with generative AI might be enough to handle customer queries based on their transactional history and won't require human interference.
It is not just a problem in India, but globally individuals with white-collar jobs, such as call centres or software developers, are heavily affected by layoffs due to the increased usage of AI and decline in job opportunities.
Many companies are now shifting towards getting more AI chatbots and virtual assistants into the business to reduce the need for hiring more humans. In India, where call centres employ millions of people, it can cause several job cuts and economic stress on the citizens.
Krithivasan believes that despite the potential job cuts, this new change might build new job opportunities and require a large trained workforce.
Even though generative AI seems to threaten many jobs, many do not realise that AI might automate certain tasks, but it cannot replace other aspects of call centre services that require human interference. It can be used as a tool to enhance the efficiency of the human workforce.
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