The Future of AI in BPO: Trends, Challenges, and What to Expect

The business process outsourcing (BPO) industry significantly contributes to the success of global companies. These international companies have too many tasks to handle, so they often depend on outsourcing to maintain their operational efficiency. The integration of artificial intelligence (AI) is a significant reason why the BPO industry is flourishing today. The reality is that global companies can do more with AI. This is why BPO providers offering AI outsourcing services are in high demand at present. Thus, the future of AI in BPO certainly looks bright as more companies realize the tremendous benefits that AI offers. 

Current AI Trends and Challenges in BPO

• Worker Displacement: Indeed, BPO providers benefit significantly from the automation enabled by AI. However, the downside of this is that many BPO workers are also losing their jobs. Many BPO providers lay off their workers due to redundancy. There is no point for BPO providers to continue paying salaries to workers whose jobs are already redundant due to AI automation. As AI continues to improve, worker displacement among BPO providers is likely to become a recurring trend. 
• AI Integration Issues: Many global companies face challenges in integrating AI. This is because the infrastructure of these international companies is not compatible with the chosen AI. Unfortunately, many BPO providers fail to offer effective AI integration to global companies, which exacerbates the problem. This incompatibility between AI and the infrastructure of global companies often leads to a loss of productivity due to frequent errors and inaccuracies. 
• Inaccurate Results: What makes AI problematic is that it is also prone to bias, especially when poor training happens. AI relies on datasets to make decisions. Thus, if AI utilizes the wrong datasets, it will also produce inaccurate results. If BPO providers are not careful in how they train their AI, they will exacerbate this problem. BPO providers may become the reason why global companies make the wrong decisions in the future. It is challenging for international companies to expect success if their choices are often incorrect.
• Data Security Issues: It is already a given that BPO involves the sharing of confidential data. With AI integration, the possibility of sharing confidential data becomes significantly higher. Unfortunately, many BPO providers lack reliable cybersecurity measures, which often leads to data security issues. The last thing global companies want to happen is a leakage of their sensitive data, which would have disastrous effects on them.

How Magellan Solutions Addresses the AI Trends and Challenges in BPO

• Reskilling Programs: We recognize the potential for AI to replace the jobs of our employees. The good thing about this is that we always ensure the implementation of reskilling programs for our employees. We strive to retain our employees for as long as possible because we view them as valuable contributors to our success. Thus, we find ways to keep our employees and train them to acquire new skills. 
• Seamless AI Integration: As a BPO provider, we ensure that we consistently deliver seamless AI integration to our clients. We understand the importance of maintaining efficient operations for companies. Thus, this is why we keep constant collaboration with our clients to ensure our AI is compatible with their infrastructure. This approach provides us and our clients with peace of mind, as we know that AI integration is successful. 
• Transparency: We are aware of the reality surrounding the misuse of AI, which can lead to inaccurate results. The good thing is that at Magellan Solutions, we use AI governance frameworks to maintain transparency and fairness. We understand the limitations of AI, and therefore, we are always cautious about integrating it into our operations. Thus, our clients have nothing to worry about regarding the accuracy of results, as we properly use and train our AI. 
• Enhanced Security: Our robust cybersecurity measures provide us with confidence in consistently protecting the confidential data of our clients. We want our clients to feel safe and secure at all times. Additionally, we adhere to all relevant security regulations to ensure compliance with our requirements.

The Bottom Line

There is no doubt that when used appropriately, AI is beneficial to society. However, when AI is misused, it becomes dangerous. Thus, the future trends of AI integration in BPO will depend on whether the use of AI is right or wrong. It is the responsibility of BPO providers to ensure that they utilize AI effectively to help their clients succeed. Doing this will help to keep the future trends of AI integration in BPO mostly positive.

Interested in AI-powered 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 BPO services. You can also contact us now and receive a complimentary 60-minute consultation.