The primary drivers behind BPO decisions haven't changed dramatically: cost reduction, access to specialized talent, scalability, and the ability to focus internal teams on core business. What has changed is how AI reshapes the calculus on each of these.
Read MoreIntelligent automation offers much promise to companies to drive efficiencies but it is not the panacea. By adopting a responsible framework for the deployment of such systems, companies can ensure that they are not inadvertently causing individual or societal or indeed economic harm to their business.
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