The Future of Call Centers: Will AI Replace Human Agents?

The future of call centers is a hot topic of debate in the tech world, with some experts predicting that they could become obsolete within a year. K Krithivasan, CEO of Tata Consultancy Services, believes that generative AI (Gen AI) will soon reach a level of sophistication that will eliminate the need for human agents in customer service calls.

While this prediction may sound alarming to those working in the contact center industry, other voices in the customer service and CX space are cautioning against relying too heavily on AI. Gartner, a tech research specialist, warns that organizations that pursue digital-only solutions may face legal trouble, as the EU may mandate “the right to talk with a human” in customer service by 2028.

Emily Potosky, Senior Director of Research at Gartner, also emphasizes the importance of human agents in customer service, arguing that AI still has significant shortcomings and most chatbots require some level of assisted service. Calabrio’s State of the Contact Center report further supports this idea, with 70% of contact center managers anticipating an increase in the number of agents over the next decade.

Interestingly, even Krithivasan himself seems to downplay the impact of Gen AI on human agents, stating that the benefits may be overestimated and the impact will be seen more long term. He also suggests that the world will need more people, not fewer, in terms of technology talent.

So, while the future of call centers may be uncertain, it seems that human agents will continue to play a crucial role in customer service, even as AI technology advances. It will be interesting to see how the industry evolves in the coming years and whether Krithivasan’s predictions will come to fruition.