AI could kill call centres, says Tata Consultancy Services head
Chatbots will soon take over much of the work of human agents, forecasts chief of Indian IT group
I read the article to see if TCS was offering more than “we prefer to get paid for high end AI engineering work rather than low end call center work.”
The more I was looking for was an understanding that paying customers reward good service by buying premium services. We are receptive to an upsell if the company offered a useful service when we called them. Whether the service was delivered by a robot or a human is less interesting to a customer.
It could be that TCS did not understand this or they did and the journalist buried the lede.
Having read the article, my take is that TCS is simply saying “we prefer to get paid for high end AI engineering work rather than low end call center work.”
If you’re not an FT subscriber, hopefully someone will post a free link. It is not worth subscribing to get this PR piece.
As a human, I like anomaly tracking if I understand what you mean by that. LLMs are maybe 99% good and 1% totally wrong (hallucination). Lots of profit betting against the 1% totally wrong. Not hard to see when wrong but do need to act fast.
This bit resonates (having recently retired) “Some people work to live, while others live to work. I like to think I fall into the latter bucket.” Me too
The free money era is over. It is time for that message to sink in for both founders and investors. VC funds want founders to shoot for the moon but protect themselves by a) having a portfolio b) liquidation preference. As a founder you don’t have either. VC funds are not investors, they are middlemen who take very little risk.
I am in day 4 of tapering off, so this is only anecdotal but as each person is different anecdotal is ok. Try it and see. At the moment, with tiny amounts of caffeine my pm is better ie more even energy. I recognize addiction in some of the most virulent anti poster pro caffeine comments.
Brilliant article. He is totally right that what Pat Gelsinger is doing is as brave as what Andy Grove did and just as essential. In hindsight Andy Grove was 100% right and I hope Pat Gelsinger is proved right.
The fact that Intel stock went up during the Brian Krzanich tenure as CEO is simply a reflection of that being the free money era that lifted all boats/stocks. Without that we would be writing Intel’s epitaph now.
You cannot play offense in tech when there is a big market shift.
See this on the Verge Substack says it will not remove or demonetize Nazi content / Substack co-founder Hamish McKenzie’s plan to ‘strip bad ideas of their power’ is to profit from disseminating them as widely as possible.