Tata Consultancy Services (TCS) head K Krithivasan has highlighted that the progression of artificial intelligence (AI) will lead to decreased demand for call centres, impacting the industry not only in Asia but also in other regions. Krithivasan told the Financial Times that although there is no job reduction so far, with multinational clients adopting generative AI, things will create an overhaul in customer help centres in the coming days. He said, "We are in a situation where technology should be able to predict a call and address it accordingly". The TCS CEO's comments have once again highlighted the prospects of AI replacing many jobs, including agents in call centres and software developers. The comments of TCS CEO are significant for India where according to Nasscome more than 5 million people are employed in IT and BPO processes.