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.
As a human, I like anomaly tracking if I understand what you mean by that. LLMs are maybe 99% good and 1% totally wrong (hallucination). Lots of profit betting against the 1% totally wrong. Not hard to see when wrong but do need to act fast.
This bit resonates (having recently retired) “Some people work to live, while others live to work. I like to think I fall into the latter bucket.” Me too
The free money era is over. It is time for that message to sink in for both founders and investors. VC funds want founders to shoot for the moon but protect themselves by a) having a portfolio b) liquidation preference. As a founder you don’t have either. VC funds are not investors, they are middlemen who take very little risk.
