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Generative AI could soon decimate the call center industry, says CEO | There could be "minimal" need for call centres within a year

The grim prediction comes from K Krithivasan, head of Indian IT giant Tata Consultancy Services (TCS). The second-largest company in India by market cap, it has more...

Call center workers fall into this category, and while we've already seen a few companies replace phone-based support staff with generative AI, there are warnings that the entire industry could be comprised mostly of chatbots in as soon as a year. The technology is expected to have a massive impact on the customer help center industry, which, according to a Gartner report in 2022, employs about 17 million people. The prospect of a chatbot being able to fulfil all of a customer's requests over the phone with ease might sound like a long way off, but Krithivasan believes they will be able to seamlessly replace humans in "maybe a year or so down the line."

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