Generative AI may be able to trace its origins to the 1960s1 but for the everyday man or woman, it was the past year that gave birth to one of the most remarkable technologies they have seen. From the moment ChatGPT exploded onto the public consciousness in late 2022, clocking up an incredible 1 million users in only five days2, people have been blown away by the artificial intelligence’s ability to generate text, images or other content based on the data it is trained on.
While early headlines were about students using ChatGPT to cheat3 and Hollywood recently felt the impact of strikes against generative AI4, countless industries are doing their best to understand how to make the most of a technology that is here to stay. This includes the global BPO sector, which has long prided itself on its willingness to embrace innovations that help their clients further increase efficiencies, reduce costs and boost customer experience.
With 2024 set to be another defining year in the evolution of generative AI, this guide is designed to provide readers with insights into how the technology is set to benefit BPO providers and their clients, the potential hurdles to be navigated and what the generative AI means for the future of the outsourcing sector.
Generative AI is a type of artificial intelligence technology that uses deep-learning models to produce various types of content including text, imagery, audio and synthetic. When incorporated into a BPO environment, it can enhance automation, streamline processes and enhance services for the betterment of offshore employees and the clients they serve.
Source: Generative AI Market Size To Hit USD 118.06 Bn By 2032 (precedenceresearch.com)
Outsourcing providers pride themselves on going the extra mile for their clients and using generative AI to complement hard-working staff can provide several benefits.
While many BPO providers are exploring the potential for generative AI pilots, both they and their clients must have realistic expectations. Indeed, there is an argument that it has never been more important for them to consider whether the risks outweigh the rewards in rushing the adoption of certain generative AI tools.
Amid the hype surrounding ChatGPT and other solutions, outsourcing leaders have not been alone in thinking generative AI may be a one-way ticket to increased productivity and improved efficiencies. As an emerging technology, it has been repeatedly shown there is a risk of generative AI providing information that can be inconsistent and unpredictable and while that may be acceptable for low-risk tasks, it is a major concern when used in customer-facing situations.
For this reason, BPO providers must concentrate their generative AI capabilities on ‘agent assistance’, that world where the outcomes provided by the technology is validated by humans. Generative AI is changing the business landscape but the outsourcing sector is ultimately about people and until the technology can deliver 100% accuracy 100% of the time, it should be used to support the people who make BPOs the invaluable service they are.
When adopting generative AI, outsourcing providers should start by focusing on areas that will deliver quick wins for both them and their clients.
The BPO sector is not alone in grappling with the emergence of generative AI and many hurdles need to be cleared before maximizing potential benefits. From implementation and data privacy to cost of technology, training and maintenance, individual players must navigate various challenges – not to forget the need for strict oversight by human staff. That said, the scope for offshore providers to improve their operations using generative AI means it is an incredibly exciting time for both them and the clients they serve.
Amid recruitment challenges and economic pressures, it is easy to forget the many ‘proactive’ reasons for partnering with a quality offshore provider. Discover why more businesses are turning to outsourcing in their bid for sustainable growth.
Reference:
[1] What is Generative AI? Everything You Need to Know (techtarget.com)
[2] ChatGPT hit 1 million users in 5 days: Here’s how long it took others to reach that milestone | Technology News - The Indian Express
[3] My students are using AI to cheat. Here’s why it’s a teachable moment | Siva Vaidhyanathan | The Guardian
[4] Computer-written scripts and deepfake actors: what’s at the heart of the Hollywood strikes against generative AI (theconversation.com)
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