TCS CEO: Generation AI poses a threat to call center jobs

Bengaluru: TCS CEO K Krithivasan has said that the demand for call centers will be “minimal” during the year due to rapid advancements in the field of artificial intelligence (AI). “In an ideal phase, if you ask me, the number of employees should be very minimal. call centers have no incoming calls at all,” Krithivasan told the Financial Times. “We are in a situation where technology should be able to predict an incoming call and then proactively respond to the customer’s pain point,” he further stated. While the company has not yet had any layoffs due to its employ of AI, the adoption of generative AI could significantly transform customer service centers that have traditionally employed thousands of people in countries such as India and the Philippines.

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