AI: All call centers will be closed in the next few years. Thousands of youths will lose their jobs. Artificial intelligence powered robots will work in their place. TCS Chief Executive Officer K Keerthivasan has expressed such fears. Call centers are the core of India’s IT sector. The picture is similar in developed markets around the world. Over the years this sector has been providing employment to lakhs of young women. But the TCS chief feels that AI is ready to take over the basic functions of call centers. Artificial intelligence can manage systems and incoming calls without human presence.
Keerthivasan believes that the day is not far when call centers will be run by AI. Will listen to customers, solve problems accordingly. In this work, the companies will train the AI based on the data model of the respective customers. Looking at the speed of AI evolution, he estimates that this change can happen within a year.
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This clearly means that millions of workers will lose their jobs. Many physical calling centers will close. “If we talk about the ideal scenario, in future, the number of calls to call centers will decrease,” he said. He added, “We are in a situation where technology can solve the customer’s problem before the call comes in and give him the right advice.”
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By looking at the transaction history and past behavior, the chatbot can easily understand what kind of problems the customer might be facing. In such a situation, the work of call center workers can be easily done by AI. The impact of AI on the job market has been debated for the last few years. Google has already made massive layoffs. They are running complex tasks with generative AI. However, the TCS chief feels that the demand for technicians will increase rather than decrease in the next few years. He also felt that employees should be trained to adapt to changing demands.
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