publive-imageGenAI Sparks Revolution in India's BPM Sector with Rapid Adoption

India’s business process management (BPM) industry is about to be transformed by the use of generative artificial intelligence (AI).

K Kritivasan, chief operating officer and managing director of Tata Consultancy Services, the country’s largest and second-largest information technology (IT) services provider in the world, said rapid adoption of AI will require 'less than' at call centers.

“In an ideal situation, if you ask me, there should be very few incoming call centers handling incoming calls. We are at a point where technology can anticipate incoming calls and proactively address customer concerns,” Kritivasan told the Financial Times.

While the BPM sector is increasing quicker than the IT and enterprise industries that are wallowed in economic slumps, the pandemic has considerably influenced them.

While India holds an honorable position among the largest call center providers, voice-based outsourcing has lost its polarity to high-end services. The music industry, too, has reached as far a destination as the Philippines.

To keep up with the applicable name of the business, which was called the BPO before 2012, the current name had been changed to the BPO at that time.

GenAI will be a major force of change and is catapulting India’s BPM industry into the limelight. It is poised to educate and guide the nation towards more intelligence across all sectors by bringing better efficiency and providing better customer service; thus, the growth of this industry will eventually result in value creation and sustainable growth for the years to come.

Conclusion: As GenAI gains traction and reshapes India’s BPM sector, there is no limit to the possibilities for innovation, growth, and transformation in the future. By harnessing the power of AI-powered automation and intelligence, BPM companies are poised to unlock new levels of productivity, agility, and competitiveness in the global marketplace.