The rapid expansion of artificial intelligence (AI) capabilities could deal a devastating blow to a major mass employment industry - customer service centers (call centers ) in Asia and beyond. This opinion was expressed by the CEO of the Indian IT company Tata Consultancy Services (TSC) K. Kritvasan in an interview with the newspaper Financial Times.
This division of the Indian multinational conglomerate Tata Group, with a staff of almost 600,000 employees, develops IT systems for multinational corporations. The annual income of TSC reaches 30 billion USD.
According to Kritvasan, thanks to AI, the need for such customer service centers will be reduced “to a minimum”. “We are in a situation where the technology must be able to predict the arrival of a call and then actively eliminate the customer's pain points,”, says the publication's interlocutor.
Chatbots will soon be able to analyze a customer's transaction history and perform most of the work currently done by call center agents. “This is where we are going,”, he stressed. “I don't think we will achieve that goal today – maybe in about a year".