AI Threatens Call Center Jobs: Chatbots Expected to Replace Human Workers Within a Year

Tata Consultancy Services (TCS) CEO K Krithivasan predicts that artificial intelligence (AI) will greatly reduce the need for call centers, potentially leading to chatbots replacing human workers within a year. While TCS has not yet seen job reductions due to AI, Krithivasan anticipates multinational clients adopting generative AI, which could drastically impact the customer help center industry.

He believes that technology should proactively address customer needs without the need for incoming call centers. Despite the immediate impact of generative AI being overstated, Krithivasan acknowledges its potential to replace jobs. Surveys suggest that generative AI could replace millions of jobs globally by 2030, with concerns about its impact on wages and job security.