AI Could Replace Several Jobs in the Future, Says IBM CEO Arvind Krishna

Concerns around Artificial Intelligence triggering large-scale job losses are no longer theoretical, and IBM CEO Arvind Krishna has openly acknowledged that several roles will inevitably be replaced by AI. However, he also believes that technological disruption will create new employment opportunities—provided workers are equipped with the right skills.

Speaking in a recent interview, Krishna stressed that while AI will eliminate certain repetitive and process-driven jobs, it will simultaneously generate demand in more productive and innovation-led sectors. The transition, he noted, will require aggressive upskilling and reskilling of the workforce.

Which Jobs Are Most at Risk From AI?

According to Krishna, call centre roles are among the most vulnerable to automation. In an interview with Bloomberg, he stated that artificial intelligence could replace a significant portion of such jobs in the coming years.

“The call centre jobs, I could easily see 50% of them going away over time,” Krishna said, adding that internal helpdesk functions—particularly in human resources and IT support—are also likely to shrink as AI-driven systems become more capable.

Beyond customer support, Krishna highlighted back-office finance roles as another area facing disruption. Jobs that involve repetitive tasks such as document verification and data matching could see substantial reductions.

“If I look at jobs that are simply doing matching of documents to make sure that they’re the same, like what happens in accounts payable and accounts receivable, I could see half of those going away,” he warned.

The Importance of Upskilling and Reskilling

While acknowledging the scale of potential job displacement, Krishna emphasised that responsibility lies with corporations and policymakers to prepare workers for the shift.

“The onus is on US to make sure we can give workers other skills,” he said, pointing out that throughout history, technological change has always eliminated certain roles while creating new ones. The key difference, he argued, is how quickly workers can transition into new, productive positions.

Krishna underlined that upskilling and reskilling would be essential for employees affected by automation, enabling them to move into emerging roles rather than being left behind.

Where Will New Jobs Come From?

According to the IBM chief, research and development (R&D) is one of the most promising areas for future job growth. He revealed that IBM has significantly increased its investment in R&D and hired around 10,000 people in this domain.

“There is going to be much more hiring in those areas that are much more productive, like R&D,” Krishna said, adding that the overall net increase in jobs would outweigh the losses caused by automation.

IBM’s AI-Driven Transformation

Since taking over as CEO in 2020, Arvind Krishna has overseen a major transformation at IBM, steering the company away from legacy businesses and towards high-value growth segments.

IBM is now heavily focused on software-led services, hybrid cloud solutions, and generative AI—areas it considers central to its long-term strategy. Krishna has previously disclosed that AI Tools within IBM have already taken over work equivalent to around 200 human resources employees, offering a glimpse into how automation is reshaping even large technology firms.

While the pace of change may be unsettling, Krishna remains optimistic. His message is clear: AI will disrupt jobs, but with the right investments in skills and innovation, it can ultimately lead to a more productive and opportunity-rich economy.