Source: The Economic Times
MUMBAI, INDIA – AI technologies will transform the way the BPO sector in India operates. There are both positive and negative effects to this change, with many BPOs recognizing the value of AI more than the latter.
In an interview with The Economic Times, K. Krithivasan, CEO of Tata Consultancy Services, reaffirms this information.
I called out two years ago that BPO is one of the industries that would get disrupted even before the traditional coding. Because there are a lot of opportunities for creating AI agents or agentic AI. Both of them have a very strong role today. You would see that business evolving faster [than others.]
The Value in Investing in AI Technologies
BPOs have gotten on board with the positive effects AI disruption will bring when Capgemini bought WNS Global Services, India’s leading digital business process services company, for $3.3 billion. Capgemini sees this acquisition as a “strategic opportunity to shift from traditional business process services to agentic AI-powered intelligent operations.”
And so, BPOs believe that investing in AI will enable high-impact roles in relevant services, including AI system development, data science, and digital marketing. It will also enhance their overall service quality while reducing costs, especially if they utilize advanced automation services for repetitive tasks.
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