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TCS CEO Foresees AI Replacing Call Centers
The Business Guardian
|April 26, 2024
The CEO of Tata Consultancy Services (TCS), K Krithivasan, stated that advancements in artificial intelligence (AI) will result in a substantial decrease in the requirement for call centers within a year.
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This has the potential to fundamentally alter an industry that has historically been a significant source of employment in countries such as India and the Philippines.
Krithivasan envisions a future where call centres receiving incoming calls become rare and replaced by proactive AI systems capable of predicting and addressing customer issues before they arise. He believes that chatbots equipped with generative AI will be designed to analyse customer transaction histories and perform tasks traditionally handled by call centre agents.
このストーリーは、The Business Guardian の April 26, 2024 版からのものです。
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