AI will destroy call center sector in India within 1 year says TCS CEO K Krithivasan

TCS CEO: After economic liberalization started in the country, companies from all over the world came to India. Many companies of the world shifted their business to India, due to which call centers were suddenly flooded in the country. This sector made tremendous progress and provided easy employment opportunities to millions of youth. But now there are fears about the demise of this sector. Artificial Intelligence (AI) has become a villain in front of the call center sector. K Krithivasan, CEO of TCS, the country's largest IT company, feels that call centers in the country have only one year's time. After this, AI will become a big challenge for them and the call center business will be hit hard.

AI's impact will be visible on call centers across Asia

K Kritivasan, CEO of Tata Consultancy Services, said in an interview to the Financial Times that the impact of AI will be visible on call centers across Asia. Companies will no longer need call centres. MNCs are rapidly adopting AI. Its effect will be visible soon. At present there has been no cut in call center jobs. However, the possibility of impact of AI on jobs cannot be avoided. He said that the call center will start getting less work. With the help of technology, solutions to customers' problems will start being found. Chatbots equipped with generative AI will be able to do all the work that a call center agent does by understanding the transaction history of customers.

Threat to jobs of call centers and software developers

The jobs of call centers and software developers all over the world are under threat from AI. India is known for its service sector. In such a situation, jobs in India are more at risk from AI. According to a report by NASSCOM, the country's IT and business process outsourcing industry is worth about $48.9 billion. Through these, about 50 lakh people have got employment in the country.

Workforce will have to be trained according to the changing times.

K Kritivasan said that the demand for professionals in the tech industry will neither increase nor decrease. He said that we have to train our workforce according to the changing times. TCS has given employment to about 6 lakh people in the country. The company's annual revenue is approximately $30 billion. TCS CEO said that the impact of AI on jobs will not be visible immediately. This will have long term effects. Demand for technology is increasing. After the arrival of AI, TCS's cloud business unit has got more than 200 projects. In such a situation, by increasing the skills of the employees, we can prepare them to fight AI.

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