As early as next year, Tata Consultancy Services’ head said, artificial intelligence will generate a “minimal” need for call centres, as AI’s rapid advancements to date are set to disrupt a vast industry across Asia and beyond. AI’s rapid advancements are expected to result in the demise of vast call centres across the globe.
The chief executive of TCS, K Krithivasan, told the Financial Times that although he had not seen any job reductions at the company so far, the wider adoption of generative artificial intelligence by multinational clients will transform the kinds of customer support centres that have created a lot of jobs in countries like India and the Philippines because of the massive growth in customer service.
The author believes that chatbots equipped with generative artificial intelligence will be capable of analysing customer transaction histories as well as performing tasks traditionally handled by call centre agents. As a result of the possibility that generative AI might negatively affect white-collar jobs, such as call centre employees and software developers, policymakers around the globe have expressed concern.
In the $48.9 billion IT and business process outsourcing industry that accounts for over five million jobs in India according to Nasscom, this is a significant threat to the country, which is known for its back-office services.
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