In the past few years, artificial intelligence (AI) has been making significant strides in various industries, including business process outsourcing (BPO). BPO companies have been using AI to automate mundane and repetitive tasks, such as data entry, document processing, and customer service. However, the use of AI in BPO is not limited to just automating routine tasks; it is now redefining the nature of BPO employees.
According to a recent report by Gartner, a leading research and advisory company, by 2025, 40% of BPO employees will be augmented by AI, changing their job descriptions and responsibilities. The report suggests that AI will transform BPO employees into “knowledge workers” who will focus on analyzing data, making strategic decisions, and providing high-level customer support.
The transformation of BPO employees into knowledge workers will not only enhance their skillsets but also create new job opportunities. The report predicts that BPO companies will require employees with advanced analytical and problem-solving skills, as well as strong communication and interpersonal skills. As a result, BPO companies will invest in upskilling their employees, providing training in areas such as data analytics, machine learning, and natural language processing.
The report also highlights the potential benefits of AI in BPO, including improved accuracy, efficiency, and cost savings. By automating routine tasks, AI can reduce errors and improve turnaround times, leading to better customer satisfaction. Additionally, AI can help BPO companies reduce costs by lowering the number of employees required to complete tasks.
However, the adoption of AI in BPO is not without its challenges. One of the main concerns is the potential displacement of BPO employees who perform routine tasks. To address this issue, BPO companies must develop a comprehensive plan for reskilling and upskilling employees to adapt to the changing job landscape.
To wind up, the integration of AI into BPO will redefine the nature of BPO employees and create new job opportunities. The transformation of BPO employees into knowledge workers will enhance their skill sets and enable them to provide more strategic and high-level support to clients. While the adoption of AI in BPO poses some challenges, with proper planning and execution, it has the potential to revolutionize the industry and drive growth.
