Bridging Tech and Service: AI’s Role in Modern BPO Operations

The tremendous impact of artificial intelligence (AI) on various industries is now very evident. In the business process outsourcing (BPO) industry, for example, the significant influence of AI in modernizing BPO operations is undeniable. Many BPO companies nowadays truly benefit from the improvements in productivity and efficiency of their operations. Thus, it should no longer be surprising that BPO companies offering AI outsourcing services are thriving. The reality is that artificial intelligence in BPO is here to stay and will continue to bring tremendous success to BPO companies in the long run. 

AI’s Role in Modern BPO Operations

• Automation: Many BPO companies already utilize software robots to automate repetitive tasks. The automation of repetitive tasks enables BPO companies to experience significant improvements in productivity and efficiency. The best part here is that the automation of repetitive tasks also leads to higher accuracy, as the software robots are the ones performing these tasks. Unlike human workers, who occasionally become fatigued or stressed, software robots are immune to these situations. Thus, BPO companies rarely experience unnecessary delays or disruptions in their operation nowadays because of the automation brought about by AI.  
• Language Processing: The reason many BPO companies are now using chatbots and virtual assistants is due to the language processing capabilities of AI. It is possible to train AI in a way that enables it to understand human languages. Thus, instead of BPO companies always relying on human agents to respond to customers’ concerns, chatbots and virtual assistants are now in place. Chatbots and virtual assistants are typically responsible for handling fundamental customer concerns, thereby providing relief to human agents. However, once the chatbots and virtual assistants are unable to provide resolutions, the human agents will take over. 
• Data Analysis: Through AI, BPO companies can now conduct more comprehensive data analysis, enabling them to make better decisions consistently. The impressive aspect of AI is that it can analyze vast amounts of data and identify trends or patterns. BPO companies can now use these trends and patterns to determine the most likely behaviors of their customers. 
• Document Processing: It is undeniable that manually processing invoices and contracts is tedious and time-consuming. The worst-case scenario occurs when mistakes or inaccuracies occur in invoices and contracts due to human error. The good thing is that BPO companies no longer experience these horrible scenarios due to the document processing capabilities of AI. When it comes to invoices and contracts, data accuracy is of utmost importance. AI helps BPO companies ensure that their invoices and contracts are always accurate.     

Why Magellan Solutions is the Right Choice for Modern BPO Operations

• Improved Productivity: We already utilize chatbots and virtual assistants to address our customers’ concerns. These AI-powered tools enable us to improve the productivity of our clients. Our human agents are all well-trained and skilled in providing the best customer service. However, we still utilize chatbots and virtual assistants to assist our human agents in addressing customer concerns. Thus, our customers have nothing to worry about when it comes to the quality of service that they will get. 
• Scalability: At Magellan Solutions, our modernized operations enable us to handle an increased number of tasks as needed. We understand that our clients may occasionally experience a sudden surge in customer concerns. The BPO industry is indeed unpredictable, as unexpected changes can occur at any time. The good thing is that we can adjust our resources according to our clients’ needs.   

• Cost Reduction: Our clients no longer need to spend a significant amount on building and hiring a team to perform repetitive tasks. We can take over and automate these repetitive tasks, which will help our clients achieve a significant cost reduction. Our clients will also be able to allocate their resources to other parts of their operations that require more support.

The Bottom Line

There are already numerous practical applications of artificial intelligence in BPO that are readily apparent. The undeniable reality is that AI will continue to give a massive boost to the BPO industry in the years to come. The modernized operations of BPO companies are just one example of the tremendous benefits of AI in the BPO industry. It is up to BPO companies to find ways to leverage AI and its capabilities.

Interested in AI-powered, Modern BPO Services?

Magellan Solutions is a provider of inbound and outbound call center services, as well as business processing outsourcing, in the Philippines. The company has extensive experience in providing best-in-class outsourced solutions to small and medium-sized enterprises (SMEs) as well as large global enterprises. Combining unrivaled expertise and capabilities across industries and business functions, we bring fresh and new approaches to strategies and operational performance of business operations by delivering the right BPO and customer management solutions that span the entire customer lifecycle.

As a leading business process outsourcing provider of customer management solutions, we are committed to delivering an outstanding customer experience with every interaction. Visit Magellan-Solutions.com to learn more about our AI-powered, modern BPO services. You can also contact us now and receive a complimentary 60-minute consultation.