India’s business process management (BPM) industry is poised for transformation with the integration of generative artificial intelligence (AI). K. Krithivasan, CEO and MD of Tata Consultancy Services, highlighted the diminishing need for call centers, attributing it to AI’s swift adoption. He envisions technology’s ability to predict and preemptively address customer queries, reducing reliance on inbound call centers significantly.This shift comes as the BPM sector outpaces the IT services industry, which faces challenges from macroeconomic uncertainties.
India’s BPM Industry Embraces Revolution with Generative AI Adoption
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