AI in BPO: How India’s BPM Players Are Scaling Fast

Utilizing AI in BPO Operations

More and more industries are using artificial intelligence (AI), and the Business Process Outsourcing (BPO) sector is no exception.

Amit Jaga recently shared how generative AI is playing a role in their operations—not just in India, but across the globe. Let’s understand what generative AI really is.

What is AI?

AI is an exciting concept. Here’s how it works:

Behind the scenes, there is a huge amount of data. In the middle, there’s a computing layer that processes your query. When you ask a question, the AI engine searches through all the data and gives you a natural language response—one that fits the context of what you asked.

That’s the power of generative AI—it generates responses based on your question using data and intelligent computing.

Will AI Replace Humans in BPO?

One common question people ask is whether AI will replace human voice support in BPOs.

The answer is no—there’s no need to be afraid of AI, especially generative AI. In fact, generative AI has been part of the customer experience (CX) and BPO space for years. It’s just now reaching consumers directly with tools like ChatGPT, which is why there’s so much attention.

You and I are already using it for personal tasks. But will it take over our jobs? Not really. Just like the internet and automation brought change, AI will also bring new opportunities.

For the past 15–20 years, the BPO industry has steadily improved efficiency using new technologies. Generative AI is just the next step in that journey—it’s not here to replace people, but to support and enhance how we work.

they create, I mean take on the internet for example or look at all even you Know even automation you know the BPO and the BPO industry has been moving the last 15-20 years is that’s been creating efficiency step by step.

How India’s BPM Players Are Scaling Fast

India’s Business Process Management (BPM) companies are growing rapidly by adopting new technologies like AI, automation, and data analytics. They are improving how they serve clients, reducing costs, and handling more complex tasks—not just basic customer support. With skilled talent, global demand, and tech-driven systems, these companies are working smarter and faster, helping them expand quickly in the global market.

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