TCS CEO Predicts Minimal Need for Call Centers with Generative AI
TCS CEO K Krithivasan believes that generative AI will revolutionize call center operations, potentially leading to a "minimal" need for call centers within a year. In an interview with the Financial Times, Krithivasan stated that while no job cuts have occurred yet, the widespread adoption of generative AI among multinational clients is poised to transform the industry.
He envisions a future where chatbots powered by generative AI analyze customer transaction histories and proactively address customer concerns, eliminating the need for traditional call center agents. This shift has sparked concerns about the impact on employment, particularly in India's $250 billion technology sector.
Krithivasan, however, emphasizes that the demand for tech talent will increase, not decrease. He stresses the need for workforce training to meet this demand, especially in India, where less than 20% of engineering graduates find work in the industry. He believes that by increasing access to education and training, India can address the growing technology demand and create more employment opportunities.
TCS, a major player in India's technology landscape, has a pipeline of generative AI projects worth $900 million. Krithivasan also highlighted the success of their AI.Cloud business unit, which has secured over 200 engagements in AI this year. He believes that generative AI will have a significant long-term impact on the industry, transforming call center operations and creating new opportunities for tech talent.