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A.I in the BPO Industry

The BPO industry has come a long way from its roots thanks to the emergence of technology and globalisation. Being an essential part of the business world, BPOs must adopt new technologies to remain at the forefront of innovation, and artificial intelligence (AI) is the latest advancement that is playing a major role in transforming the industry.

ChatGPT, Bing, Jasper and hundreds of other consumer AI tools have surged in popularity since the beginning of 2023, but AI has been used for much longer in the BPO industry. One of the most significant roles that AI plays in the BPO industry is automating routine tasks.

In the past, BPO companies relied heavily on human labour to handle certain mundane tasks, but with AI-powered automation, these can now be performed more efficiently and accurately. This frees up employees to focus on more business-critical tasks, which has led to increased productivity, fewer errors and significant cost savings, which can be passed on to clients.

At Rewardsco, AI plays a crucial role in improving customer experiences. For example, the use of chatbots can provide customers with 24/7 support and provide immediate responses to certain queries. This assists us in reaching our goals of reducing customer wait times, increasing customer satisfaction and improving the overall customer experience, which is a crucial part of our ethos.

Another critical role of AI in the BPO industry is data analysis. BPO companies process large amounts of data every day, which can be challenging to manage manually. AI-powered data analysis tools allow us to quickly analyse and extract insights from large volumes of data, which helps in making better business decisions and improving services. Also, by analysing customer interactions, AI can detect and flag errors, inconsistencies and discrepancies. This allows BPO companies to identify and correct problems before they become major issues, in real-time, ensuring higher-quality services.

There’s no doubt that AI has transformed the BPO industry by automating routine tasks, improving customer experience, analysing data and ensuring quality control. While some people may worry that AI will replace human jobs, the reality is that AI-powered automation will free up employees’ time to focus on more complex tasks, leading to higher productivity and job satisfaction. As technology continues to advance, we can expect AI to play an even more significant role in the BPO industry in the future.

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Fathima Dildar
Chief Business Development Officer - International
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