Will agentic AI kill off traditional BPO providers or breathe new life into them with rich pickings to be had?
A common question posed over the last couple of years is around whether traditional Business Process Outsourcing (BPO) firms will fall victim to the advance of AI? Or will the alternative be true - AI will represent a lucrative new revenue opportunity for such providers to re-invent themselves?
BPO refers to organizations contracting with third party providers to take usually routine tasks, processes, and business operations off of their hands, freeing up their internal teams to focus on more lucrative core corporate objectives than, for example, processing payroll.
But why turn to conventional BPO providers if agentic AI tech can do the same thing for you? That’s the threat posed by AI here, as Philippe Salle, CEO of Netherlands-based ATOS, warns:
BPO will suffer a lot with agentic.
AI is not the “easy catch” that many of his peers seem to believe, he suggests:
We see a lot of things,...
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