According to the report by FT, 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.
While acknowledging that this transformation might take some time to materialise fully, Krithivasan expects significant progress within a year.
Krithivasan explained that past IT services spending was clouded with “uncertainty” due to factors like inflation, geopolitical tensions, and past elections, which had led businesses to postpone investments in new tech projects. He explained that this uncertainty had contributed to a decline in TCS’s annual revenue growth.
Krithivasan added that TCS itself has a pipeline of generative AI projects worth $900 million.
During its announcement of the company’s Q4 financial results, Krithivasan also said that since the launch of its AI.Cloud business unit, TCS, has witnessed more traction in the marketplace.
“We have won more than 200 engagements in artificial intelligence (AI) so far this year. The number of engagements going into production is also increasing,” he said.
First Published: Apr 25 2024 | 10:53 AM IST