With Capgemini's recent acquisition of WNS, a $3.3 billion business process outsourcing (BPO) company, AI is written all over. AI is reinventing BPO in a basic way, and both companies have come together to provide AI Transforming business processes For businesses, it combines WNS's understanding of business processes with Capgemini's AI expertise.This has a big message to India and the nation's talent. The BPO industry has traditionally been a big hiler. There are 2 million jobs in this industry today. But the BPO model that people focused on has been turned over – into a platform-driven model. As many people see, the future is service-as-software, or Agent AI ServicesAI-powered agents are deployed to perform tasks previously performed by humans. These agents can be customized to your specific workflow and adapted to changing needs. Customers will also be billed based on completed tasks or services, rather than flat rates for software usage or human agents. Therefore, businesses may pay based on the number of data points cleaned, the issues resolved, or the tasks completed. It dramatically changes the economics of BPO services.According to AI, Rohit Kapoor, chairman and CEO of BPO Company EXL, has already changed how he tackles issues previously constrained by time, budget and computational resources. “Specific prototypes that took 8 to 12 weeks can now be produced in days or hours,” he says.Gagan Arora, president and founder of Vertex Global Services, a BPO that operates on Gurugram and New York, said AI has tripled task completions and reduced errors by 50%.Hasit Trivedi, chief digital and AI officer at BPO FirstSource Solutions, says that while the future will not be built by “expanding monolithic roles,” the future will not be built by designing “an intelligent network of harmonious human and AI micro-experts.” It is the company's “UNBPO philosophy,” creating an intelligent operating model beyond traditional BPO,” he says.
People are focused on intelligence hubs
Among the early initiators in the business services field, Genpact deploys over 1,000 AI models to solve specific business problems. AI Agent Foundry builds and deploys autonomous systems that interpret contexts, resolve exceptions, and provide faster, smarter decisions.
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Please give us an explanation to be paid. For example, a food processor places a 1,000 kg of tomato order form (PO). Due to moisture loss, runoff and damage to transport, only 950 kg will be received and recorded in the goods receipt (GRN). However, the supplier charges for a full 1,000 kg. In three-way matches of invoice, GRN and PO, the account's payable system detects inconsistencies. “Traditionally, this is escalated to human reviewers. It delays processing for days, sometimes weeks. AI recognizes that the agent AI solution for paid accounts is capable of dying tomatoes, extracts historical data showing a typical 5% variance and adjusts the results. Genpact has around 140,000 employees, of which 70% are in India and the majority in Delhi NCR.
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According to EXL's Kapoor, business verticals using unstructured data (raw text, images, audio, social media posts, etc.) are making great profits from AI. “For example, our Insurance LLM and Negotiation Agents automatically tag related data points, generate summary from unstructured medical records, and provide Q&A features to help the claims adjuster answer key questions,” he says.FirstSource's Trivedi sees new value in AI in areas such as information integration and customer experience transformation, while some AI use cases are becoming table stakes, while the company sees new value in areas such as cyber defense, diagnostics and even molecular discovery.The vertex embedded AI in almost every aspect of its operation. Their V-Assist is an AI tool that provides clues for real-time communication. When a call is initiated, it is initially handled by an AI bot, but the bot is equipped with built-in trigger points. Like when customers sound dissatisfied. Identifying such queues will seamlessly hand over the system to the live agent. “We call it a dynamic AI-HI (human intervention) hybrid model,” Arora says.
