As early as next year, Tata Consultancy Services' head said, artificial intelligence will generate a "minimal" need for call centres, as AI's rapid advancements to date are set to disrupt a vast industry across Asia and beyond. AI's rapid advancements are expected to result in the demise of vast call centres across the globe.
The chief executive of TCS, K Krithivasan, told the Financial Times that although he had not seen any job reductions at the company so far, the wider adoption of generative artificial intelligence by multinational clients will transform the kinds of customer support centres that have created a lot of jobs in countries like India and the Philippines because of the massive growth in customer service.
The author believes that chatbots equipped with generative artificial intelligence will be capable of analysing customer transaction histories as well as performing tasks traditionally handled by call centre agents. As a result of the possibility that generative AI might negatively affect white-collar jobs, such as call centre employees and software developers, policymakers around the globe have expressed concern.
In the $48.9 billion IT and business process outsourcing industry that accounts for over five million jobs in India according to Nasscom, this is a significant threat to the country, which is known for its back-office services.
It has been highlighted once again in the comments of the TCS CEO that AI is likely to take over many jobs, including call centre agents and software developers in the future.
The remarks of the TCS CEO are very important for India, which, according to Nasscome, employs over five million people in IT and BPO processes. In his opinion, AI will have a far greater impact on society than has been anticipated in the short term, even though there have been exaggerated expectations regarding its immediate effects.
The chairman also mentioned that a growing need for individuals with technological skills will be observed in the coming years. Among the more than 600,000 employees of TCS, an arm of India’s Tata conglomerate, which develops IT systems for multinational companies, the company generates revenues of more than $30 billion annually.
The flow is expected to be "significantly increased" and will almost double over a few more quarters, according to Krithivasan.
To date, the company has been able to pay off its investment by selling a record number of orders worth $42.7 billion for the financial year that ends in March. Due to factors such as inflation, geopolitical tensions, and past elections, Krithivasan explained that previously, IT services spending had been clouded with "uncertainty."
These factors have forced businesses to postpone investments in new technology projects due to the risk associated with such uncertainties. The CEO explained that considering TCS's revenue growth declined by 3% in 2005 as a result of this uncertainty. The chairman goes on to explain that TCS itself has an ongoing pipeline of generative AI projects of $900 million worth, he continues. It was also Krithivasan who stated during the announcement of TCS's Q4 financial results that the company have seen greater traction in the market since its AI.
The cloud business unit was launched during the quarter.
According to Krithivasan, TCS is also working on projects of generative AI, and as reported by the Financial Times, for the quarter ended at the end of the third quarter, the value of the project had doubled to be worth $900 million, an increase of 80% over the prior quarter. According to him, in the following quarters, order flows are expected to increase significantly.
According to Krithivasan, this would not hurt employment if the demand for tech talent is increased, but not decreased as a consequence of this situation. His advice is that they need to train their workforce if they are to meet this demand, especially in India, where there is a high demand. According to the third quarter earnings report published on April 12 by the biggest IT services firm in India on the Fourth quarter earnings for the financial year 2023-24 (Q4 FY24), the company posted a net profit of Rs 12,434 crore, up 9.1 per cent from the third quarter.
A revenue of Rs 61,237 crore was also reported for the quarter, an increase of 3.5 per cent from the previous quarter, corresponding to an increase of one per cent over the year-ago quarter.
The notable difference between generative AI and traditional AI, however, is that Krithivasan warns that the benefits of generative AI shouldn't be overestimated, despite the expected disruptions.
Krithivasan, the CEO of TCS, acknowledged the current buzz surrounding AI and its potential impact on jobs, but he stressed that its true effects will unfold gradually, possibly presenting new job opportunities rather than simply displacing existing ones. Addressing concerns about job losses, Krithivasan expressed confidence in the rising demand for tech talent, especially in countries like India.
He proposed that the evolution of AI would result in the emergence of more skilled professionals, ultimately leading to job growth rather than reduction.
However, a recent report from McKinsey Global Institute titled "Generative AI and the Future of Work in America" paints a contrasting picture. According to the report, jobs involving tasks that can be automated, such as data collection and repetitive duties, will likely be taken over by AI to enhance efficiency.
Sectors like office support, customer service, and food service are expected to be particularly impacted by this AI-driven transformation, potentially leading to significant changes in employment dynamics.
