Overview

The Business Process Outsourcing (BPO) industry has always been a proving ground for applied technology where scale, efficiency, and human judgment intersect. Today, Artificial Intelligence (AI) and Generative AI are reshaping that intersection at unprecedented speed. From intelligent automation and predictive analytics to conversational agents and content generation, these technologies are no longer experimental add-ons; they are becoming core operational capabilities. This book is written for BPO leaders, practitioners, and strategists who need a clear, practical understanding of how AI and Generative AI are transforming service delivery, workforce models, quality assurance, and client value propositions across the industry. AI and Generative AI for the BPO Industry aims to cut through hype and complexity, translating powerful concepts into actionable insight. It explores not only what these technologies can do, but how they should be implemented responsibly, balancing productivity gains with governance, ethics, data security, and human impact. Whether you are modernizing legacy operations, designing next-generation delivery models, or preparing your workforce for an AI-augmented future, this book provides a grounded roadmap to help you harness AI as a strategic partner in the evolving BPO landscape.

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