AI may cut need for call centres within a year: TCS' Krithivasan

TCS CEO K Krithivasan told Financial Times that AI may reduce the need for call centres within a year. Noting that AI hasn't caused "any job reduction" so far, Krithivasan said, "In an ideal phase...there should be very minimal incoming call centres having incoming calls." "Tech should be able to predict incoming calls and...proactively address customer's pain point," he added.