Artificial Intelligence Statement from the CEO of the Call Center Giant

It’s no secret that some types of jobs are threatened by the development of artificial intelligence. It is said that artificial intelligence models may replace some people in the coming years. We meet with employees every day customer service sector is one of them.

There were companies that were already replacing people working on the phone with artificial intelligence. For example, an e-commerce giant named Dukaan announced last summer that it was firing 90% of its customer service and replacing it with artificial intelligence. Now the India-based IT giant Tata Consultancy Services (TCS) A new statement made by its CEO showed that the call center industry may soon be over.

“Artificial intelligence will minimize the need for customer service employees”

K. Krithivasan, the boss of TCS, which has 616 thousand employees and is the country’s second largest company in terms of market value, spoke to the Financial Times. Manager, artificial intelligence’s need for call centers will minimize told.

Stating that there is no decrease in their workforce yet, Krithivasan stated that this situation will change when customers from different countries begin to adopt productive artificial intelligence. Executive, in a year or less He believes they will begin to replace humans.

However, Krithivasan stated that he did not agree with the idea that artificial intelligence would lead to large-scale job losses. According to the executive, the world will need more people in terms of technological talent and brand new types of business will emerge.

It may seem like a remote possibility that a chatbot can easily fulfill all the requests of a customer on the phone. However, when we think about the development of artificial intelligence, we can foresee that it is not a far-fetched dream. Estimates already show that one of the most affected sectors is customer services, where millions of people work.