AI can eliminate most contact centers, according to TCS CEO K Krithivasan: Report

AI can eliminate most contact centers, according to TCS CEO K Krithivasan: Report

According to Financial Times, Krithivasan also said that TCS is working on generative AI projects and that the company has doubled in value over the previous quarter to reach $900 million at the end of the fourth quarter. He predicted that during the following few quarters, the order flow will "increase significantly."

The CEO of Tata Consultancy Services (TCS), K Krithivasan, has said that as artificial intelligence (AI) advances, there will be less need for contact centers, which would have an effect on the sector both in Asia and outside.

According to Krithivasan, there hasn't been a decrease in employment as of now; nevertheless, as a result of global customers using generative AI, customer service centers will undergo a transformation in the near future. He said, "We are in a situation where technology should be able to predict a call and address it accordingly"

The TCS CEO's remarks have once again brought attention to the possibility that AI may replace a wide range of vocations, including software engineers and contact center personnel.

The CEO of TCS made some important remarks that are noteworthy for India, where over 5 million people work in BPO and IT, according to Nasscome.

He emphasized that while there has been too optimistic thinking about the near-term implications of AI, its long-term consequences would become more apparent. He also said that there would be a global increase in the need for people with technology abilities.

According to the Financial Times, Krithivasan also said that TCS is working on generative AI projects and that the company has doubled in value every quarter to reach $900 million at the end of the fourth quarter. For the next several quarters, he said, there would be a noticeable rise in the order flow.

"We are very pleased to close Q4 and FY24 on a strong note with the highest ever ordering system as well as a 26% operating margin, validating the robustness of our business model as well as execution excellence," said K Krithivasan, Chief Executive Officer and Managing Director, in reference to the company's profits. With the aid of TCS's solution portfolio, innovation capabilities, and thought leadership, we are keeping close to our clients and assisting them in executing on their key goals in a world of global macro uncertainty."