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The head of Indian IT company Tata Consultancy Services has said artificial intelligence will result in “minimal” need for call centres in as soon as a year, with rapid advances in AI set to upend a vast industry across Asia and beyond. He said chatbots would soon be able to analyse a customer transaction history and do much of the work done by call centre agents. However, Krithivasan cautioned that claims of the immediate impact of generative AI were overblown.
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