Krithivasan also said that TCS is working on projects of generative AI and it has doubled quarter over quarter to be worth $900 million at the end of fourth quarter as reported by Financial Times. He said that the order flow to’increase significantly’ for the next few quarters
Tata Consultancy Services (TCS) head K Krithivasan has highlighted that the progression of artificial intelligence (AI) will lead to decreased demand for call centres, impacting the industry not only in Asia but also in other regions.
Krithivasan told the Financial Times that although there is no job reduction so far, with multinational clients adopting generative AI, things will create an overhaul in customer help centres in the coming days. He said, “We are in a situation where technology should be able to predict a call and address it accordingly”.
The TCS CEO’s comments have once again highlighted the prospects of AI replacing many jobs, including agents in call centres and software developers.
The comments of TCS CEO are significant for India where according to Nasscome more than 5 million people are employed in IT and BPO processes.
He emphasised that while there has been exaggerated anticipation regarding the immediate effects of AI, its impact will be more evident in the long term. Additionally, he stated that there will be a growing demand for individuals with technological skills worldwide.