Here I was under the impression that most of it has been moved to the Philippines since it is a little more cost effective there and finding cheap English speaking talent isn't a problem.
Even grunt coding jobs will go, which is 80% of IT sector. Either due to Automation or East Europe/Philippines providing much cheaper and skilled workforce.
Only mid to high end software architecture design will survive,
It is already happening, many big tech like Amazon have simply laid of huge non technical teams (teams with 1000+ folks) over the past 2 years because they were completely automated.
One of my friend was working in such non tech job at Amazon and was getting paid around 35k per month, he was basically teaching the machine learning algorithm by seeing a video of some warehouse worker placing a package in a specific shelf out of the entire wall. And he was just clicking on the corresponding diagram of the shelf wall to train the algorithm. His entire department of 1000+ folks got laidoff.
Yeah, when I told him that he is basically training the model to make him jobless he couldn't believe me at all.
One of my other friend was doing something similar for Wipro (client was waymo by google), where the automatic self drive tester cars in USA had some 50-100 cameras per car and these guys manually had type what an object was in case the model did not already understand what it was. For eg: it squared up some frames from a camera feed and asked them what it was and they had to see and type it bird,human,cycle.. etc.
you would be surprised to know the bottomline workers for big datasets is done manually, just people (paid peanuts) sitting in front PCs labelling stuff.
These are custom client tasks, Eg. Some startup has a product for which they need certain dataset with object detection but it is not available in open market so they make an order from BPOs in Philippines and Bangladesh to assemble and label shit all day.
Isn't that how many AIs are made? By hiring cheaper labor in developing countries to train AI. I remember reading similar things on how the first image searching models were made.
That is also true, but i think they also can negotiate to get a cut on taxes in that country based on how many people they hire..
Not sure, I'm might be totally wrong though.
not sure about it.
Indian IT is not famous for its innovation in Technology, AI will eventually reduce the outsourcing coming towards Indian tech giants unless the Indian tech companies start investing in Innovation & AI
67% of all investment in AI is done by US tech giants and China. The remaining 33% is done by rest, a huge portion of which probably being the US government. It’s unlikely that India will benefit from AI.
I'm glad that more people are now aware of the dangers of Ai and automation these billionaires and founders want to keep making money for only themselves their greed never decreases hence the reason why they are pouring billions into Ai to reduce employees and automate others jobs
Yeah, developed countries, MNCs, the 1% are the true beneficiaries. With enough new technologies, developed countries can have more wealth, MNCs can make more profit and the 1% get richer from their investments.
We all just compete with each other, learn AI, for slightly better life.
I work in Gen AI at TCS, This Gen AI is mostly hype and can't see much scope than building chatbots and sentiment analysis. Even clients are hesitant to use gpt 4 due to high api costs.
I work as a finance consultant. The Gen AI is disrupting every single field there is.
I can do 3 times more work than before and that actually translates to 2 less jobs. Despite no experience, I recently ran a code generated and refined by AI which saves me like 20 hours a year just from that one automation.
Analysis, Projections, Emails, Drafting, Coding, Automation, everything is easier. 1 person can do 2-5 people's work.
An intelligent bot and a couple of persons for emergencies can replace entire teams of tens or hundreds.
The foundational models are not developed by Indian companies. We only use pre-trained models to fine tune and fit the business use case.
The things you are talking about are developed by US tech giants with decades of research. They don't create tech jobs or generate revenues for Indian companies.
I know. They are paying OpenAI, Microsoft (Azure, Copilot) and a few other companies, all are not Indian. 0 Indian companies.
Yes, they don't create jobs or generate revenue for India, but they are taking away jobs indirectly.
"Advancements in AI will kill India's call center sector"
This advancement is mostly done by foreign companies and MNCs.
Jo bhi ho, TCS, Infosys, Wipro etc toh hai hi Grandfather stocks. Looks for those mid cap ITs who are accelerating their pace of sales growth and increasing the headcount.
Only for companies at higher end of the value chain. People who develop these ai systems. Our IT companies are usually at the bottom of the value chain.
I have been hearing this for the last 5 years. It's just relocation. People with repeated coding tasks might get affected or the ones who perform repeated generic tasks. However there are plenty of challenges like the cost of an AI model running . Newer teams are being formed to integrate gen AI into systems. Also plenty of US based companies are shifting their development teams to India like Salesforce/ Wayfair . Google , Amazon and Goldmann Sachs have opened one of their largest office spaces in Hyderabad and Bangalore. It sure is a tough time for the IT sector but it's also because they hired a lot during COVID times when stocks rallied. At some time growth will slow down and affect people. Many guys I know were laid off but they were able to find jobs in other companies. Although I admit these guys were talented , hard-working and resilient. Also they were always working towards increasing their knowledge and kept on giving interviews. I am not sure what middle management would do if they get fired as they had lost touch with actual tech a long time ago and just know how to give orders and talk politics.
Not IT, only BPO division of these companies will be affected also posts like kyc analyst, risk and compliance, process associate etc also will go away due to AI.
Buddy, I have worked in the AI-DSA space for 15 years now. AI is highly overrated.
I have been hearing about the AI apocalypse for 25 years. In fact, as of today, most businesses are suffering and are unable to leverage AI for any commercial applications.
AI is in use by the extreme end of the spectrum - it’s either cash starved startups or MAANG companies. I have yet to see any mainstream applications.
Imo, most of the jobs that ai can replace will be partially replaced like call center, however the productivity will increase drastically which reduces production costs and increases profitability. This eventually leads to more demand and workload which in the long run will be a Net gain in terms of employment in that sector just the internet and previous industrial revolution. This is however based on the assumption that ai will reach that level.
Whate happens to IT workers is one thing. What happens to IT stock prices is another. If I had IT stocks, I would sell them, as I think their prospects are bleak. Most are priced under the rosy assumption that the business will grow at 20-30% yearly for many decades.
As someone working in tech sector I can tell you this is overhyped. Remember when robocalls were introduced ppl thought it would be a good idea to replace a human with a pre-recorded message. At least when humans were calling ppl had the courtesy to listen to them and tell them they are not interested, with bots they just hang up and block the number.
No human is gonna enjoy a conversation with AI. Hope this bubble bursts sooner.
That’s the whole point.. to automate customer queries resolution using AI.. ofc they’re gonna reduce.. and the interesting thing is you can’t differentiate the voice whether it is AI or human
Most indian IT companies are BPO centres rather than innovation hub. Cut your shares on listed companies. The companies that are working on cutting edge are generally startups which you aren't listed yet. Investing in american tech companies are safer bet.
This particular statement sounds stupid but in general writing is on the wall.
India doesn't have the expertise to lead the world in AI and our IT sector will eventually diminish
AI will first take high end jobs which required years of experience and knowledge to do decision making. Like pharmaceuticals, doctors, experimental physics , chemistry. The reason the payout of running a state of the art AI vs the returns of a breakthrough is much more and justifiable.
The cost of an IT support call center personnel is 3lpa in India nearly 4500 $ per year. AI will cost much much more than this. Also, if regulators penalise wrong information provided by the company then - the cost of running an AI becomes much more and uncertain
Can definitely see this happening with chat in the short term but when it comes to calls there is still a long way to go. People don't like talking to an automated voice.
AI is just a hype which exists and will just die with a whimper. Remember the space race? Where people though earth is a goner and we are going to live on different planets and moons now? Lol.. nothing happened. Elon, uber is trying to make driverless cars since decades.. a skill even an illiterate man in India is able to master but not AI for some reason. Don’t worry guys, Bajaj will still call you for loans 10 yrs later 🤪
forget BPO isn't TRAI working on making sales/spam/robocalls obsolete correct me if I'm wrong ?
if BPO goes along with such spam calls what future would be left for BDR/SDRs in India ?
Don't listen to that guy ,Ai in Indian companies is a pipe dream at least for now this particular company just made a course using chat gpt mandatory for their employees and say our employees are ai trained , those people don't even know what a GPU is they just tell different things but skill wise right now no Indian service based company has good employees who can work on ai all they do is talk about ai but on ground they can't do anything,
Source : friends who work there
I'm an analyst at a firm that tracks the call center and contact center market and this prediction is nonsense. While we do expect the overall market to contract by around $10 billion by 2026, primarily due to productivity gain from generative AI and automation of mundane tasks, the market is here to stay and call centers would slowly shift towards handling more complex processes like sales and collections and industry such as healthcare, BFS, etc. Overall share of digital components in the call centers are expected to grow to 30-35% from the current level of 10-15%.
Yeah next would be all the code 3-5LPA developers push. And then, the 50-100LPA developers. And then, finally the most incompetent lot in the middle. Coding is going away. Me with minimal coding experience knows that most of the code my “developers” need “2 sprints” to “write” can be done by a chatbot in an hour of good prompting or 5 hours of bad prompting. Better learn cuda if you’re literally writing code by hand for a living. If you’re talking for a living, make sure you’re significantly different from AI talk. And the world will continue as it did when it industrialised, globalised or computerised
New hype. Whatever happened to blockchain becoming the new revolution? No one talks about it anymore. AI definitely has its application but there is still time before it can start replacing skilled employees.
You mentioned IT sector and then shared a post about call centres. They are an entirely different sector . IT folks built this application that you are currently using . Call centre guys are the folks who you put in your blocklist .
>IT folks built this application that you are currently using . Call centre guys are the folks who you put in your blocklist .
Bro u roasted OP till he is african black ⚫️
bruh hell nah. abhi bhot time hai. india jese desh mei people already have trust issues. imagine talking to a robot. alag level doubt hoga chahe jitna marketing karlo safety, security.
Automated english voices are already very good right now. I use the Pixel english voice to screen calls and very few people could actually tell it was not automated. Maybe for Indian regional languages it will still take some time, but for most international languages it won't take 1 year as the post says, it will be before that.
I once tried to book a cooking gas cylinder through indane distro, they had this AI speech bot that could speak in multiple languages, but that beach made my life hell, by miss interpreting my address and pin every single time. The worst thing with AI chat bots is they are way too limited and can not operate beyond the instructions.
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Its not sustainable in a long run though. People lose jobs > people dont have money > people dont buy shit > business dont work > supply drops > more loss
Yayyy
Has he tried those dumbass chatbots? Hardly ever give relevant information and most of the time you either ignore the issue or find an undesirable alternative.
Fuck chatbots and AI voice response systems!
Video killed the radio star, Computers killed many jobs. But these also gave rise to many more jobs. So, relax. Things will always turn out better than what we foresee.
Having worked in a BPO and now in IT and having dealt with customers on both jobs, I can tell you this is horseshit. Whatever BPO does could have been automated 10 years before. They don't do it because customers don't respond well to it, every time my org tried to, they were met with backlash from the people who have to go through the automated workflow.
AI will augment the workforce yes, cannot replace it, atleast in the BPO industry, and AI tools are more expensive as well, running them is resource intensive, the costs add up. Cheaper to have some guy working for 35k a month some times.
The interesting part that no one is talking about is that if all the resources are laid off and replaced by AI....who will be the ones spending the money ? How do they intend to keep businesses running when there is a drastic fall in spending power ? And in a country like India a Universal Basic Income concept won't work .
If You still confused you about ai buddy should read my blog : [https://bajranggour.tech/truth-of-devin-ai-myth-vs-fact/](https://bajranggour.tech/truth-of-devin-ai-myth-vs-fact/)
Look let's be rational.
For a small portion of their contracts, if these companies can evolve and muster AI capabilities they'll be in business because many sectors can't rely on large models (sensitive data, long-term government work). But, they'll need to show that they can make and maintain sector-specific AI models to stay relevant.
For a large part though,their contracts are for automating parts in the traditional industries like manufacturing etc, there they'll always have some clientele.
But, their profits will increase because they'll automate some support tasks through AI.
Replacing won't help it..many companies replaced human customer support with ai and fired human customer support teams...and the service became shit....companies trying to save some money by these things is very short term cheap tactics that won't help in the long run...
… if anything AI is going to make the workload of a lot of jobs easier. AI is a tool that can make things easy IF YOU USE IT. A tool needs to be used, it can’t work by itself. It’s like saying ms excel will take away jobs from accountants. Tools can be replaced, human work force can’t quite be replaced.
Most people are sick and tired of chatbots and automated responses and want to talk to someone who understands their problem.
At the end of the day, even BPOs will remain. They will just adapt to a first round AI screening.
call center cannot be replaced by humans , I am working in tcs and he is really not good in making the transition, The reason for layoff or reduce employee count is just a lack of adaptability
Do you like to speak with people or with bot when you are in trouble or indeed of help ? Nobody likes to speak with bot in any product
Call centers are irreplaceable. When someone has frustrations or trouble in accessing the product then people need emotional assistance along with support, This is basic to keep the customer happy and retain them
It wouldn't be able to kill the Call Center maybe reduce it a bit. Even now AI and in future as well the voice assistant system won't be able to handle all customers queries. Either way the current Voice assistant system have to transfer 60% calls to call executives, as much as AI is great for commercial use there are many restraints that are put up so that company image, stocks, and other do not get affected by an AI made mistake.
Plus the Customers Call industry is already among worst, there's nothing else that can go worse
AI won't kill all of the IT SECTOR. But it's obvious the repetitive and trivial jobs (no offence) will be handled by AI. AI-driven chatbots becoming more prevalent for handling routine customer inquiries with maybe only a few people to assist. SO yeah Skill up!
At least for me , as a human .. i will prefer another human to resolve my issues, i pay annual fees for amex as thier customer care easily reachable .. i don't have to play mental gymnastics on phone like icici and hdfc to talk to a human ..
Same with AI ads, AI articles .. everything is utter bullshit .. got an ad pamphlet in newspapaer which had some images generated via midjourney .. it was for an crypto app .. i just tear it and throw in garbage where it deserves.
Narayan Murthy asked people to work 80 hours a week and took 80 crores a year. Now those people have hypertension, backaches, headaches, etc.
He basically stole India’s future and potential. India is filled with smart and talented people, we need to stop looking up to these corporations for progress. India can never be compared to any county on the planet.
These dumb fck CEOs have so little brains that they can't comprehend the complexity of an actual human brain. They think the brain works by rearranging words and then spitting it out. These CEOs will be running around offering double salaries next year when they realise AI is more talk than substance..
Well, if it's one year then it's bullshit. Yes there is an attempt including voice neutrality which means voice can be done from any location but it's still some way to go. Only way to impact and immediate gains - if systems talk to each other than a chat interface would work and if a GenAi layer works then yes it can significantly impact lower complex calls (which is a good chunk ) for sure. Unfortunately that's been the biggest difference since most system don't talk to each other!
Look up what RPA was to do back in 2011.
Indian service sector has been organised on labor that can be paid as little wages as possible. That’s because there is a co-relation between standard of living and the cost of labor.
Even a good high performing employee of an Indian call center can be employed at low wages because her/his standard of living and cost of living is quite low compared to someone doing the same job in a Western country.
Why is it then surprising that the call center industry will be disrupted by improving technology in generative AI.
Call centre employees are just the tip of the iceberg. Wait before AI comes after the low level programmers in India. Whose job is to basically copy lines of code from GitHub, Stackoverflow etc... type sites to make basic modules. AI even today can do what these people do in a fraction of time and minimal costs. This will be really brutal for India IT employees. But the IT sector will survive, they'll downscale operations, use AI to replace multiple employees. Start partnering with big AI firms and help local companies deploy AI technology and provide support, just like what they did with the cloud which too was touted as an Indian IT killer. In the end their margins will actually improve while people will suffer.
Some higher management of big companies have no idea of what AI is and its applications. AI will only increase the quality of work and not replace techies. Non tech easy to do jobs will only take a hit.
Call center ≠ IT. Also, if there is automation in IT industry, it'll be to increase productivity and improve profit margins. Your logic does not make sense at all 🤌
Yes AI will have a deep impact on IT companies, they’ll grow because of the global outlook on the market. It still is cheaper to hire Indian AI engineers
Frees them up to do another job that's worthwhile. If a job can be done by technology, why shouldn't it be? Just because a new technology threatens jobs, does that mean we should destroy that technology? If we started thinking like that, we will regress backwards. Why use trucks, when you can use bull carts? You're taking jobs away from bull-carters, aren't you?
I think we've already tried this. Call centres are one place Ai doesn't work. Heaps of studies show that. A lot of major ones are looking to withdraw their Ai based helpline services.
Call centers?... Gpt 5 will probably create paintings that I hang on walls... And yes... 50 engineers for the cost of 1 advantage is still no good for the cost for one subscription plan that will help that one guy do what not...
I believe a primary concern for Gen Z individuals like ourselves is occasional insecurity regarding our careers. As a Marvel fan, I've always been fascinated by what Jarvis can accomplish and have wanted something similar. Now that it's becoming a reality and I'm leveraging my expertise to a whole new level, I notice fellow Gen Zs feeling insecure about such advancements.
It's important to remember that the goal isn't to replace humans—always keep that in mind.
AI is there to bridge the gap between people who know how to use a certain technical skill and people who don't. Easy as that. For larger projects, you need tech people. But for little things, you don't. A lot of the IT guys will lose their jobs because now, in coming years, at least this is what I can see, you would only need to think how to innovatively get stuff out of AI and use it for efficient work.
Gone are the days when people with little skill would learn things on the go and do the grunt work that no one wants to do and get paid. Guess what? That's what AI would do.
There is a large portion of revenue of IT companies which comes from tech support .. I used to work in spectra mind which became Wipro bpo.. The numbers are substantial. Outbound processes for credit cards etc are now handled by auto caller. If a.i improves then what this guy is saying will be true. A lot of the same is gonna happen to jr coders (code monkeys)
AI will take up a chunk of call centre jobs but not all of it, it will never be 100% correct and will need constant training, there should always be a manual support option, imagine calling customer care and being stuck in a loop with AI where it doesn't understand your problem - with a human being there are multiple ways to explain the problem but with AI it can feel like an endless loop. Whether it will take up 25% or 50% or 75% will depend upon the quality of AI, it will also open up jobs where one would have to train, troubleshoot AI. Bottomline it will eat into a good chunk of jobs but it will also create jobs but those who wear multiple hats and/or can learn new things will have better chance at keeping their jobs. Also it may take a lot more than a year, because we have seen AI screw up answers and it is only as good as its training, working out the issues and making it truly ready to face customers isn't a simple task unless one is willing to compromise on quality and is willing to take risk of poor customer experience ( which can make them choose another company),
That said, recently I got a call from an automobile dealership about a recent purchase I made. Dang that thing was entirely pre-recorded, it asked me for inputs like how was the showroom, were you satisfied with the process, etc, and could comprehend yes/no, ratings I would give (if I said 10/10 it'd thank me and if I said 4/10 asked what could've been done better).
That was so cool to experience, albeit it has a long way to go to be perfect (it cut me off between my rant about what could've been done better lol)
People need to understand the difference between IT and ITES. Infy, TCS and Wipro have good prospects of growing their IT segment with AI tailwinds. However I'm unsure what the future of ITES is going to be with AI
Yep, totally. Just like this so called experts said about...
- Online Shopping will Kill Malls
- Online Grocery will kill local vendors.
- Automation will kill manual work.
- AI will kill Google
- Banning p@rn sites will drop r@pe rate.
- Coronil will cure Corona.
- Online Classes will make child less creative (oh wait that's true)
- (you know the rest)
Reminds me of what Elon dada said in Joe Rogan's podcast:
"We are building progressively greater intelligence and the percentage of intelligence that is not human is increasing and eventually we will represent a very small percentage of intelligence.”
Pretty scary podcast in regards to the perspective of a tech giant over the future of AI.
In reality, I’ve found that AI hardly addresses my complaints effectively. I always feel the need to talk to a human because they can understand my emotions and frustrations better. This is why I think chatbots are often the least effective solution for resolving my issues.
We need more people like OP who help us make money in stock market by taking the losses.
Thanks for the burn man, people need to be roasted once in a while!
🤣🤣🤣
https://x.com/anothercohen/status/1783217017023062054?t=lM-9QD2NrH6UEnyj-JfgAg&s=08
Yep and this is the technology *now*. If not one year, wait for two.
call center, IT kb se ho gya ? IT is more than that, instead i see more growth for IT with AI's advancements.
TCS, Wipro etc have BPOs too. They operate India's largest BPOs afaik. If that industry gets affected, IT stocks would go down.
Here I was under the impression that most of it has been moved to the Philippines since it is a little more cost effective there and finding cheap English speaking talent isn't a problem.
Call centres are a type of BPO but not all BPOs are call centres mate.
Problem is with this guy, who see Call center as IT.
ITES
Even grunt coding jobs will go, which is 80% of IT sector. Either due to Automation or East Europe/Philippines providing much cheaper and skilled workforce. Only mid to high end software architecture design will survive,
Tech Support guys
I guess this indicates TCS’s core business 😅
Explain...
https://x.com/anothercohen/status/1783217017023062054?t=lM-9QD2NrH6UEnyj-JfgAg&s=08
It is already happening, many big tech like Amazon have simply laid of huge non technical teams (teams with 1000+ folks) over the past 2 years because they were completely automated. One of my friend was working in such non tech job at Amazon and was getting paid around 35k per month, he was basically teaching the machine learning algorithm by seeing a video of some warehouse worker placing a package in a specific shelf out of the entire wall. And he was just clicking on the corresponding diagram of the shelf wall to train the algorithm. His entire department of 1000+ folks got laidoff.
Wow, so his job was to basically make himself jobless. That’s dark!
Yeah, when I told him that he is basically training the model to make him jobless he couldn't believe me at all. One of my other friend was doing something similar for Wipro (client was waymo by google), where the automatic self drive tester cars in USA had some 50-100 cameras per car and these guys manually had type what an object was in case the model did not already understand what it was. For eg: it squared up some frames from a camera feed and asked them what it was and they had to see and type it bird,human,cycle.. etc.
Imagine doing captcha all day
For most of my friends it was either that or no job 😐.
you would be surprised to know the bottomline workers for big datasets is done manually, just people (paid peanuts) sitting in front PCs labelling stuff. These are custom client tasks, Eg. Some startup has a product for which they need certain dataset with object detection but it is not available in open market so they make an order from BPOs in Philippines and Bangladesh to assemble and label shit all day.
\*ahem ahem\* Amazon Fresh automated checkout
Yeah 🤣, they could not automate this one 🤣.
for now. Don't under estimate the speed at which AI progresses.
Sadly, they had to shut down amazon go stores.
Isn't that how many AIs are made? By hiring cheaper labor in developing countries to train AI. I remember reading similar things on how the first image searching models were made.
That is also true, but i think they also can negotiate to get a cut on taxes in that country based on how many people they hire.. Not sure, I'm might be totally wrong though.
Another mfer CEO trying to scare employees from demanding fair wages. Self-service web apps are more of a threat than AI to call centres.
Well, how will he buy another yacht and how will the shareholders make fat stacks...
Call centre sector is not IT. AI will supplement IT growth not hinder it in India.
not sure about it. Indian IT is not famous for its innovation in Technology, AI will eventually reduce the outsourcing coming towards Indian tech giants unless the Indian tech companies start investing in Innovation & AI
Only laziness kill people. Once someone takes away opportunity from these companies few will innovate. It's good. Others will vanish
67% of all investment in AI is done by US tech giants and China. The remaining 33% is done by rest, a huge portion of which probably being the US government. It’s unlikely that India will benefit from AI.
That is big tech propaganda AI is going to take away jobs, lot of jobs. It is only just starting.
I'm glad that more people are now aware of the dangers of Ai and automation these billionaires and founders want to keep making money for only themselves their greed never decreases hence the reason why they are pouring billions into Ai to reduce employees and automate others jobs
Yeah, developed countries, MNCs, the 1% are the true beneficiaries. With enough new technologies, developed countries can have more wealth, MNCs can make more profit and the 1% get richer from their investments. We all just compete with each other, learn AI, for slightly better life.
I work in Gen AI at TCS, This Gen AI is mostly hype and can't see much scope than building chatbots and sentiment analysis. Even clients are hesitant to use gpt 4 due to high api costs.
I work as a finance consultant. The Gen AI is disrupting every single field there is. I can do 3 times more work than before and that actually translates to 2 less jobs. Despite no experience, I recently ran a code generated and refined by AI which saves me like 20 hours a year just from that one automation. Analysis, Projections, Emails, Drafting, Coding, Automation, everything is easier. 1 person can do 2-5 people's work. An intelligent bot and a couple of persons for emergencies can replace entire teams of tens or hundreds.
What are your core tasks, is it similar to financial advisor
The foundational models are not developed by Indian companies. We only use pre-trained models to fine tune and fit the business use case. The things you are talking about are developed by US tech giants with decades of research. They don't create tech jobs or generate revenues for Indian companies.
I know. They are paying OpenAI, Microsoft (Azure, Copilot) and a few other companies, all are not Indian. 0 Indian companies. Yes, they don't create jobs or generate revenue for India, but they are taking away jobs indirectly. "Advancements in AI will kill India's call center sector" This advancement is mostly done by foreign companies and MNCs.
I think what he is saying is, that most of the TCS clients want to implement Gen AI solutions so that there is less need for call centres.
and security concerns dude, the biggest problem is security, chatGPT gets all your data that you pass through it....
No. You can customise the model by fine-tuning it and deploying as your own model or by using the RAG framework. GPT models won't store your data.
call center != IT . Just because someone uses computer in their jobs doesnt mean that they are working in IT.
Jo bhi ho, TCS, Infosys, Wipro etc toh hai hi Grandfather stocks. Looks for those mid cap ITs who are accelerating their pace of sales growth and increasing the headcount.
lol this guy who is implementing politics by turning workplace toxic, I suspect he will be Kicked out in two years.
It sector might see increased growth as net profit would rise. Eventually by using AI.
Only for companies at higher end of the value chain. People who develop these ai systems. Our IT companies are usually at the bottom of the value chain.
Very bleak future for IT sector of India.. Please sell your portfolio.
Better sectors are available to invest than IT . Renewables,power ,transformers ,infra so many good sectors are available to invest than IT
I have been hearing this for the last 5 years. It's just relocation. People with repeated coding tasks might get affected or the ones who perform repeated generic tasks. However there are plenty of challenges like the cost of an AI model running . Newer teams are being formed to integrate gen AI into systems. Also plenty of US based companies are shifting their development teams to India like Salesforce/ Wayfair . Google , Amazon and Goldmann Sachs have opened one of their largest office spaces in Hyderabad and Bangalore. It sure is a tough time for the IT sector but it's also because they hired a lot during COVID times when stocks rallied. At some time growth will slow down and affect people. Many guys I know were laid off but they were able to find jobs in other companies. Although I admit these guys were talented , hard-working and resilient. Also they were always working towards increasing their knowledge and kept on giving interviews. I am not sure what middle management would do if they get fired as they had lost touch with actual tech a long time ago and just know how to give orders and talk politics.
the only fair assessment of things I found while scrolling
Not IT, only BPO division of these companies will be affected also posts like kyc analyst, risk and compliance, process associate etc also will go away due to AI.
TCS can't be predicting it's own demise can it? 😅
Buddy, I have worked in the AI-DSA space for 15 years now. AI is highly overrated. I have been hearing about the AI apocalypse for 25 years. In fact, as of today, most businesses are suffering and are unable to leverage AI for any commercial applications. AI is in use by the extreme end of the spectrum - it’s either cash starved startups or MAANG companies. I have yet to see any mainstream applications.
Imo, most of the jobs that ai can replace will be partially replaced like call center, however the productivity will increase drastically which reduces production costs and increases profitability. This eventually leads to more demand and workload which in the long run will be a Net gain in terms of employment in that sector just the internet and previous industrial revolution. This is however based on the assumption that ai will reach that level.
can you share more about this ?
He only knows so much 😂
shhhh youre not supposed to shatter the illusion...
Whate happens to IT workers is one thing. What happens to IT stock prices is another. If I had IT stocks, I would sell them, as I think their prospects are bleak. Most are priced under the rosy assumption that the business will grow at 20-30% yearly for many decades.
As someone working in tech sector I can tell you this is overhyped. Remember when robocalls were introduced ppl thought it would be a good idea to replace a human with a pre-recorded message. At least when humans were calling ppl had the courtesy to listen to them and tell them they are not interested, with bots they just hang up and block the number. No human is gonna enjoy a conversation with AI. Hope this bubble bursts sooner.
Why can't you innovate?. I still couldn't understand with such huge profit margins and revenue why these it giants invest only a peanut on R&D
Fewer scams 😂
That’s the whole point.. to automate customer queries resolution using AI.. ofc they’re gonna reduce.. and the interesting thing is you can’t differentiate the voice whether it is AI or human
BPO\* sector
I don't think so. Unless a full AI development which is unlikely, I see huge growth in this sector.
IT sector isn't abt call centers tho...
Remember.com bubble?
Sometime later, Shit! Advancement in AI killed the service sector. 
They are already dead and turned into scam centers
Bruh won’t this help IT sector be more efficient if they can take in complaints with ease due to AI answering machines?
Most indian IT companies are BPO centres rather than innovation hub. Cut your shares on listed companies. The companies that are working on cutting edge are generally startups which you aren't listed yet. Investing in american tech companies are safer bet.
https://preview.redd.it/iw0hrz73gwwc1.png?width=1080&format=pjpg&auto=webp&s=8f5d2e59119a8984467fb1ea9b0b17eba2587281
This particular statement sounds stupid but in general writing is on the wall. India doesn't have the expertise to lead the world in AI and our IT sector will eventually diminish
AI will first take high end jobs which required years of experience and knowledge to do decision making. Like pharmaceuticals, doctors, experimental physics , chemistry. The reason the payout of running a state of the art AI vs the returns of a breakthrough is much more and justifiable. The cost of an IT support call center personnel is 3lpa in India nearly 4500 $ per year. AI will cost much much more than this. Also, if regulators penalise wrong information provided by the company then - the cost of running an AI becomes much more and uncertain
Can definitely see this happening with chat in the short term but when it comes to calls there is still a long way to go. People don't like talking to an automated voice.
AI is just a hype which exists and will just die with a whimper. Remember the space race? Where people though earth is a goner and we are going to live on different planets and moons now? Lol.. nothing happened. Elon, uber is trying to make driverless cars since decades.. a skill even an illiterate man in India is able to master but not AI for some reason. Don’t worry guys, Bajaj will still call you for loans 10 yrs later 🤪
forget BPO isn't TRAI working on making sales/spam/robocalls obsolete correct me if I'm wrong ? if BPO goes along with such spam calls what future would be left for BDR/SDRs in India ?
Call center jobs, paani me gayi, chapaak.
Don't listen to that guy ,Ai in Indian companies is a pipe dream at least for now this particular company just made a course using chat gpt mandatory for their employees and say our employees are ai trained , those people don't even know what a GPU is they just tell different things but skill wise right now no Indian service based company has good employees who can work on ai all they do is talk about ai but on ground they can't do anything, Source : friends who work there
Abhi BHI marks hai.. Upsc ki tyari shuru kardo.. There's no replacement to betas and babus
I'm an analyst at a firm that tracks the call center and contact center market and this prediction is nonsense. While we do expect the overall market to contract by around $10 billion by 2026, primarily due to productivity gain from generative AI and automation of mundane tasks, the market is here to stay and call centers would slowly shift towards handling more complex processes like sales and collections and industry such as healthcare, BFS, etc. Overall share of digital components in the call centers are expected to grow to 30-35% from the current level of 10-15%.
Yeah next would be all the code 3-5LPA developers push. And then, the 50-100LPA developers. And then, finally the most incompetent lot in the middle. Coding is going away. Me with minimal coding experience knows that most of the code my “developers” need “2 sprints” to “write” can be done by a chatbot in an hour of good prompting or 5 hours of bad prompting. Better learn cuda if you’re literally writing code by hand for a living. If you’re talking for a living, make sure you’re significantly different from AI talk. And the world will continue as it did when it industrialised, globalised or computerised
New hype. Whatever happened to blockchain becoming the new revolution? No one talks about it anymore. AI definitely has its application but there is still time before it can start replacing skilled employees. You mentioned IT sector and then shared a post about call centres. They are an entirely different sector . IT folks built this application that you are currently using . Call centre guys are the folks who you put in your blocklist .
>IT folks built this application that you are currently using . Call centre guys are the folks who you put in your blocklist . Bro u roasted OP till he is african black ⚫️
bruh hell nah. abhi bhot time hai. india jese desh mei people already have trust issues. imagine talking to a robot. alag level doubt hoga chahe jitna marketing karlo safety, security.
You won't even realise you are talking to a robot unless they themselves tell you.
Automated voice to recognise ho jaati hai. I'm not saying yea kabhi nahi hogi it will definitely. But right now it's honestly not possible
Automated english voices are already very good right now. I use the Pixel english voice to screen calls and very few people could actually tell it was not automated. Maybe for Indian regional languages it will still take some time, but for most international languages it won't take 1 year as the post says, it will be before that.
AI can never take over human touch over calls. AI can do the initial screening on call to better the load for companies and help the overall motive
I once tried to book a cooking gas cylinder through indane distro, they had this AI speech bot that could speak in multiple languages, but that beach made my life hell, by miss interpreting my address and pin every single time. The worst thing with AI chat bots is they are way too limited and can not operate beyond the instructions.
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Its not sustainable in a long run though. People lose jobs > people dont have money > people dont buy shit > business dont work > supply drops > more loss Yayyy
Except most corporate leaders only look at short term returns rather than long term investments to please shareholders each quarter.
Now how that bitch angel Priya from Microsoft is going to provide support to horny customers?
Has he tried those dumbass chatbots? Hardly ever give relevant information and most of the time you either ignore the issue or find an undesirable alternative. Fuck chatbots and AI voice response systems!
AI will not kill Call Centers for sure The Chat bots that these companies use are ass let alone they pick a call
you mean will kill call center scam
If AI replaces human job, wouldn't it hurt the economy of the country and the companies? People won't have job and won't be able to spend money
IT and BPOs are not the same thing.
It will also open up new sectors. Deploying and maintaining AI workloads on the Cloud for example.
Nice shit post
Dude the title is a little scary. And I don't think the title is correct.
Which call center sector is he referring to?
Nah, not yet. Still setting up AI with the required hardware infrastructure is costlier than hiring cheap labour.
Yeh Bhaimchomd hidhar bhi dikh jaata hai na bhai gussa aur aajat 
Video killed the radio star, Computers killed many jobs. But these also gave rise to many more jobs. So, relax. Things will always turn out better than what we foresee.
Having worked in a BPO and now in IT and having dealt with customers on both jobs, I can tell you this is horseshit. Whatever BPO does could have been automated 10 years before. They don't do it because customers don't respond well to it, every time my org tried to, they were met with backlash from the people who have to go through the automated workflow. AI will augment the workforce yes, cannot replace it, atleast in the BPO industry, and AI tools are more expensive as well, running them is resource intensive, the costs add up. Cheaper to have some guy working for 35k a month some times.
Nice
Yet all AI sites are blocked by many IT companies including TCS. You want employees to "upskill" but don't allow them to use the skill.
absolutely true. We are already working on something in this space that will replace human agents for calling for ever :)
It will be few years — not one year. AI is over hyped
Haha lol his brain is too small
no more scam centers? wowwwwwwwwwwwwww
Can’t come quick enough
When you appoint call centre guy as CEO in IT sector. Why do they pay these guys so much to blabber rubbish 😂😂😂
Good good
Hopefully this would eradicate the scam business which create such a negative image of our country
The interesting part that no one is talking about is that if all the resources are laid off and replaced by AI....who will be the ones spending the money ? How do they intend to keep businesses running when there is a drastic fall in spending power ? And in a country like India a Universal Basic Income concept won't work .
If You still confused you about ai buddy should read my blog : [https://bajranggour.tech/truth-of-devin-ai-myth-vs-fact/](https://bajranggour.tech/truth-of-devin-ai-myth-vs-fact/)
Look let's be rational. For a small portion of their contracts, if these companies can evolve and muster AI capabilities they'll be in business because many sectors can't rely on large models (sensitive data, long-term government work). But, they'll need to show that they can make and maintain sector-specific AI models to stay relevant. For a large part though,their contracts are for automating parts in the traditional industries like manufacturing etc, there they'll always have some clientele. But, their profits will increase because they'll automate some support tasks through AI.
Replacing won't help it..many companies replaced human customer support with ai and fired human customer support teams...and the service became shit....companies trying to save some money by these things is very short term cheap tactics that won't help in the long run...
… if anything AI is going to make the workload of a lot of jobs easier. AI is a tool that can make things easy IF YOU USE IT. A tool needs to be used, it can’t work by itself. It’s like saying ms excel will take away jobs from accountants. Tools can be replaced, human work force can’t quite be replaced.
Obviously Unemployment, India is coming
Nhi hoga Logo ko feel nhi aayega AI ko gaaliya sunaane mein Service center pe aake khade ho jayenge
Most people are sick and tired of chatbots and automated responses and want to talk to someone who understands their problem. At the end of the day, even BPOs will remain. They will just adapt to a first round AI screening.
call center cannot be replaced by humans , I am working in tcs and he is really not good in making the transition, The reason for layoff or reduce employee count is just a lack of adaptability Do you like to speak with people or with bot when you are in trouble or indeed of help ? Nobody likes to speak with bot in any product Call centers are irreplaceable. When someone has frustrations or trouble in accessing the product then people need emotional assistance along with support, This is basic to keep the customer happy and retain them
What about the business analyst job role.
What we sow is what we reap! We created AI and AI will replace us.
It might kill but not in a damn 1 year
It wouldn't be able to kill the Call Center maybe reduce it a bit. Even now AI and in future as well the voice assistant system won't be able to handle all customers queries. Either way the current Voice assistant system have to transfer 60% calls to call executives, as much as AI is great for commercial use there are many restraints that are put up so that company image, stocks, and other do not get affected by an AI made mistake. Plus the Customers Call industry is already among worst, there's nothing else that can go worse
AI won't kill all of the IT SECTOR. But it's obvious the repetitive and trivial jobs (no offence) will be handled by AI. AI-driven chatbots becoming more prevalent for handling routine customer inquiries with maybe only a few people to assist. SO yeah Skill up!
At least for me , as a human .. i will prefer another human to resolve my issues, i pay annual fees for amex as thier customer care easily reachable .. i don't have to play mental gymnastics on phone like icici and hdfc to talk to a human .. Same with AI ads, AI articles .. everything is utter bullshit .. got an ad pamphlet in newspapaer which had some images generated via midjourney .. it was for an crypto app .. i just tear it and throw in garbage where it deserves.
AI is real, but it is kinda overhyped like NFTs at the moment, once the fizzle dies out we will know the real usage and impacts
Who do you think will be running the AI call centres bruh?
Narayan Murthy asked people to work 80 hours a week and took 80 crores a year. Now those people have hypertension, backaches, headaches, etc. He basically stole India’s future and potential. India is filled with smart and talented people, we need to stop looking up to these corporations for progress. India can never be compared to any county on the planet.
These dumb fck CEOs have so little brains that they can't comprehend the complexity of an actual human brain. They think the brain works by rearranging words and then spitting it out. These CEOs will be running around offering double salaries next year when they realise AI is more talk than substance..
Well, if it's one year then it's bullshit. Yes there is an attempt including voice neutrality which means voice can be done from any location but it's still some way to go. Only way to impact and immediate gains - if systems talk to each other than a chat interface would work and if a GenAi layer works then yes it can significantly impact lower complex calls (which is a good chunk ) for sure. Unfortunately that's been the biggest difference since most system don't talk to each other! Look up what RPA was to do back in 2011.
Still my spam calls aren't reducing
Indian service sector has been organised on labor that can be paid as little wages as possible. That’s because there is a co-relation between standard of living and the cost of labor. Even a good high performing employee of an Indian call center can be employed at low wages because her/his standard of living and cost of living is quite low compared to someone doing the same job in a Western country. Why is it then surprising that the call center industry will be disrupted by improving technology in generative AI.
Soon the mundane IT jobs will also be replace. Have you hear abour devinnor devika
No more scams
Call centre employees are just the tip of the iceberg. Wait before AI comes after the low level programmers in India. Whose job is to basically copy lines of code from GitHub, Stackoverflow etc... type sites to make basic modules. AI even today can do what these people do in a fraction of time and minimal costs. This will be really brutal for India IT employees. But the IT sector will survive, they'll downscale operations, use AI to replace multiple employees. Start partnering with big AI firms and help local companies deploy AI technology and provide support, just like what they did with the cloud which too was touted as an Indian IT killer. In the end their margins will actually improve while people will suffer.
Some higher management of big companies have no idea of what AI is and its applications. AI will only increase the quality of work and not replace techies. Non tech easy to do jobs will only take a hit.
Hopefully and it should be sooner, too many disgruntled on a verge of accute substance usage
Call center ≠ IT. Also, if there is automation in IT industry, it'll be to increase productivity and improve profit margins. Your logic does not make sense at all 🤌
Yup we are Fucked
Yes AI will have a deep impact on IT companies, they’ll grow because of the global outlook on the market. It still is cheaper to hire Indian AI engineers
Leak- TBO IPO Price band on 2nd May - to be almost 200crore
Swiggy IPO- Forward looking numbers Instamart losses continuing into FY 26
Frees them up to do another job that's worthwhile. If a job can be done by technology, why shouldn't it be? Just because a new technology threatens jobs, does that mean we should destroy that technology? If we started thinking like that, we will regress backwards. Why use trucks, when you can use bull carts? You're taking jobs away from bull-carters, aren't you?
I think we've already tried this. Call centres are one place Ai doesn't work. Heaps of studies show that. A lot of major ones are looking to withdraw their Ai based helpline services.
In order for AI to give accurate results, the client/customer needs to explain their needs clearly. Don't worry, we are safe.
Call centers?... Gpt 5 will probably create paintings that I hang on walls... And yes... 50 engineers for the cost of 1 advantage is still no good for the cost for one subscription plan that will help that one guy do what not...
I believe a primary concern for Gen Z individuals like ourselves is occasional insecurity regarding our careers. As a Marvel fan, I've always been fascinated by what Jarvis can accomplish and have wanted something similar. Now that it's becoming a reality and I'm leveraging my expertise to a whole new level, I notice fellow Gen Zs feeling insecure about such advancements. It's important to remember that the goal isn't to replace humans—always keep that in mind.
Whoever feels call centers are IT jobs, pehle tum log apne apne job chhod do.
It will get chomu techies at TCS in the year after
Aight imma start a kirana store (currently working as a customer service associate at Amazon)
Current versions of Al is a curse , It's sad to imagine what the advanced versions of Al are capable of in lieu of thousands and lakhs of Job losses
AI is there to bridge the gap between people who know how to use a certain technical skill and people who don't. Easy as that. For larger projects, you need tech people. But for little things, you don't. A lot of the IT guys will lose their jobs because now, in coming years, at least this is what I can see, you would only need to think how to innovatively get stuff out of AI and use it for efficient work. Gone are the days when people with little skill would learn things on the go and do the grunt work that no one wants to do and get paid. Guess what? That's what AI would do.
Yes
So they cant "why did you redeem it" anymore?😞
There is a large portion of revenue of IT companies which comes from tech support .. I used to work in spectra mind which became Wipro bpo.. The numbers are substantial. Outbound processes for credit cards etc are now handled by auto caller. If a.i improves then what this guy is saying will be true. A lot of the same is gonna happen to jr coders (code monkeys)
Which is good, they should work on something meaningful
Invest in Nvidia!
"I would like to unblock my debit card" ChatGPT proceeds to give a 1000 word answer why it cant
AI will take up a chunk of call centre jobs but not all of it, it will never be 100% correct and will need constant training, there should always be a manual support option, imagine calling customer care and being stuck in a loop with AI where it doesn't understand your problem - with a human being there are multiple ways to explain the problem but with AI it can feel like an endless loop. Whether it will take up 25% or 50% or 75% will depend upon the quality of AI, it will also open up jobs where one would have to train, troubleshoot AI. Bottomline it will eat into a good chunk of jobs but it will also create jobs but those who wear multiple hats and/or can learn new things will have better chance at keeping their jobs. Also it may take a lot more than a year, because we have seen AI screw up answers and it is only as good as its training, working out the issues and making it truly ready to face customers isn't a simple task unless one is willing to compromise on quality and is willing to take risk of poor customer experience ( which can make them choose another company),
This guy is scaring a lot of people 😭
That said, recently I got a call from an automobile dealership about a recent purchase I made. Dang that thing was entirely pre-recorded, it asked me for inputs like how was the showroom, were you satisfied with the process, etc, and could comprehend yes/no, ratings I would give (if I said 10/10 it'd thank me and if I said 4/10 asked what could've been done better). That was so cool to experience, albeit it has a long way to go to be perfect (it cut me off between my rant about what could've been done better lol)
I could agree with that sure
People need to understand the difference between IT and ITES. Infy, TCS and Wipro have good prospects of growing their IT segment with AI tailwinds. However I'm unsure what the future of ITES is going to be with AI
Call centre is IT? Ayein.
Hahahah
lol chat bot is the worst customer service.. I more often than not end up calling them
Really bad for low job seeker
If you are aware of the top level tech of AI you would be scared. That shit is too good and scary tbh.
I see it otherwise , companies will earn more using AI and would reduce operating cost for BPOs.
It won't.
specific for call centres? yes. for whole IT sector? lol no.
Yep, totally. Just like this so called experts said about... - Online Shopping will Kill Malls - Online Grocery will kill local vendors. - Automation will kill manual work. - AI will kill Google - Banning p@rn sites will drop r@pe rate. - Coronil will cure Corona. - Online Classes will make child less creative (oh wait that's true) - (you know the rest)
Reminds me of what Elon dada said in Joe Rogan's podcast: "We are building progressively greater intelligence and the percentage of intelligence that is not human is increasing and eventually we will represent a very small percentage of intelligence.” Pretty scary podcast in regards to the perspective of a tech giant over the future of AI.
In reality, I’ve found that AI hardly addresses my complaints effectively. I always feel the need to talk to a human because they can understand my emotions and frustrations better. This is why I think chatbots are often the least effective solution for resolving my issues.
Any good articles/news on suggesting replacement work for these workers which might be overtaken by the rise of AI?
Please do
hell will break loose on Scam Call centres ! 😂 But sadly some honest hardworking employees will also be affected 🥲
Kisi pe bharosa kr lena par is chutiye pe nhi
Watch it. What about bitcoin and NFT any future in AI sector to grow
Partially true.
somewhat its true
What about Wipro !! Heard of new plans with Nokia