Tata Consultancy CEO: Chatbots 'a year or two' away from replacing almost all call center agents

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The CEO of Tata Consultancy Services, a multi-national IT behemoth in the BPO industry headquartered in India, said that he thinks AI-powered chatbots are a “year or two” away from almost eliminating the need for first-level call center agents.

], a multi-national IT behemoth in the BPO industry headquartered in India, said that he thinks AI-powered chatbots are a “year or two” away from almost eliminating the need for first-level call center agents. While the CEO said that he hasn’t seen any reductions in the BPO labor force yet, he said that the “ideal phase” for the industry will be to move toward a system where “there should be very minimal incoming call centers having incoming calls at all...

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