
Truth about AI threat to call centres
Artificial intelligence (AI) does not pose a threat to call centre jobs or demand for voice-over-Internet-protocol (VoIP) services, according to Euphoria Telecom chief technology officer Nic Laschinger. Several experts and heavyweights in the customer support industry have predicted that AI will significantly impact human involvement in conventional call centres. Research firm Gartner has predicted that AI will cut contact centre labour costs by more than $80 billion (R1.55 billion) by 2026. In April 2024, Tata Consultancy Services CEO K Krithivasan told the