The Automation Wave
It is crucial to embrace artificial intelligence in BPO industry as it is a reality. Automated tools like customer assistant are becoming a new type of self-service. It is one of the largest cloud-based self-service networks, operating in the 5 countries with over 13,000 employees. Use of automated tools is going to become a crucial part and parcel of the BPO industry. BPOs require to strive and adopt modern technology and hence have to transform themselves into a digital company via omnichannel, which is a great deal in the BPO industry.
Improving Customer Experience
Combination voice, virtual chats, emails, social media, smartphones, and other news channels into omni-channel is actually the first step towards AI in BPO industry. Today all the companies want to be more ambitious with focus on user experience rather than just being sales-centric. In order to do so, Artificial Intelligence is the first step in the direction as it will enable businesses to optimize customer engagement in direct proportion to the number of agents.
Save on costs
BPOs get a majority of their business from outside India which makes AI data management compulsory. One of the main reasons behind this is that most of the BPOs are under pressure to lower their costs. Hence, using a virtual assistant and other similar tools can lower this stress and increase profits while maintaining the quality of services.
The number of human interactions with a company is going to get reduced by almost 85% at the end of the year 2020 with the introduction of AI. Chat-based non-voice communication is on the rise and is expected to grow manifold in the coming years. Therefore, AI technology is going to play a huge role in shaping the future of BPOs in India.