AI could kill call centres, says Tata Consultancy Services head

Chatbots will soon take over much of the work of human agents, forecasts chief of Indian IT group

I read the article to see if TCS was offering more than “we prefer to get paid for high end AI engineering work rather than low end call center work.”

The more I was looking for was an understanding that paying customers reward good service by buying premium services. We are receptive to an upsell if the company offered a useful service when we called them. Whether the service was delivered by a robot or a human is less interesting to a customer.

It could be that TCS did not understand this or they did and the journalist buried the lede.

Having read the article, my take is that TCS is simply saying “we prefer to get paid for high end AI engineering work rather than low end call center work.”

If you’re not an FT subscriber, hopefully someone will post a free link. It is not worth subscribing to get this PR piece.