The Advent of Automation and AI: What’s Next for the BPO Industry?

For almost every industry, the impact of automation and artificial intelligence (AI) has become a significant talking point as we enter the dawn of a long-anticipated future. But how might these burgeoning technologies affect business process outsourcing (BPO), and what will it mean for the clients? Headquartered in Bangalore, Karnataka, Indian multinational Infosys provides business consulting, information technology and outsourcing services around the world. We caught up with Madhusudan (Maddee) Hegde, Vice President of Hi-Tech Manufacturing at Infosys BPO; Binod Choudhary, Business Head of Energy, Media, Telecom, and Utilities, and Head of Infosys BPO operations in the Americas; and Claudio Elsas, the company’s Country Head in Brazil, to discuss the near-term impact of automation and AI on the BPO industry. Nearshore Americas: In the BPO industry, what has been the biggest changes in client…

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