AI is posing a major job threat to a lot of sectors in the next few years and it seems the call centre ecosystem will be heavily impacted as well. That’s what TCS Chief Executive, K Krithivasan was quoted saying by the Financial Times in a report this week.
Call centres are a core part of the IT sector in India and other developing markets across the globe, offering jobs to millions over the years.
But the TCS chief believes that AI is ready to rescue the sector and help manage the systems and incoming calls without needing human presence to run the basic part of the the operations.
Krithivasan also talked about a future not that far from now when AI systems will be handling the calls and assisting customers with a wide range of issues. These AI systems will be trained on data models of the respective customers based on the company and the profile they are handling. He even went on to suggest that AI systems will be equipped to lead the change in a year or so which seems realistic looking at the pace of AI evolution.
Many companies have talked about the impact of AI on the job market and some of them like Google have already started planning for life without a workforce and rely on Generative AI for a lot of complex tasks.
However, the TCS chief contradicted those estimates by claiming that demand for techies in the next few years will only go up rather than come down. He also feels that the workforce will need to be trained to get them ready for the changing demands that are already knocking on our doors.
It is imperative that tech companies like TCS and Infosys help the techie workforce in India develop, upskill themselves in these new AI tools but also make them proficient in the practical sense rather than just for the sake of being trained in the latest AI applications.
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