I've been building call centers (we actually call them 'contact centers' these days) based on Twilio and Amazon Connect for large corporate clients for the last 4+ years. I don't think 'Indian IT company Tata Consultancy Services' stated the situation correctly. It's not that we'll have a "...'minimal' need for call centres in as soon as a year...". Instead, we'll be reducing the number of contact center agents needed to run a contact center by using AI.
But there's alot more to a contact center that the agents. There's a whole mess of upfront software that accepts inbound customer calls by phone, text, and email. There's routing software, to ensure the caller gets connected to an agent that can actually help them. There's a whole bunch of middleware software that connects those pieces, and the agents, to corporate systems, so agents can look up a customer's history, previous calls, etc. There are numerous corporate systems that agents typically interact with to perform the tasks requested by the caller, such as resetting a password or entering a maintenance work order.
Even when an AI stands in place of an agent, all the other pieces that form a contact center are still needed, even if it's the AI interacting with them. So, replacing human agents with an AI may get rid of humans (sadly), but it certainly won't make the contact center go away.