Companies are always looking for ways to increase efficiency and lower costs. In many cases, selecting a BPO provides a lot of value on its own, allowing businesses to reduce expenses and increase production. Now that artificial intelligence (AI) is evolving, providing more opportunities for improved automation, BPOs can be made even better by implementing the technology.
However, AI is still limited in its capacity, meaning it can’t take over every activity the BPO covers just yet. That means a hybrid approach is likely the best option. Here’s what you need to know.
When it comes to implementing AI in a BPO, a hybrid approach gives you the ability to take advantage of automation features in the areas it makes the most sense while keeping other processes in the hands of employees. Typically, this involves selecting highly repetitive, high-volume tasks that require very little creativity and delegating them to AI. The rest of the work continues as it always has before, using workers to get the job done.
There are numerous reasons for selecting a hybrid approach. First, AI can often complete repetitive tasks more efficiently than an employee can. These systems can search and process information much more quickly and generally with higher accuracy than their human counterparts, which can be especially helpful for work that requires analysis of standard information sources stored in bulk.
Second, by removing menial tasks from workers’ plates, they are now free to concentrate on duties that require input from a person. This especially applies to functions that are creative in nature or those which require a level of decision making the software can’t provide. Not only can this make employees more productive, but in many cases, it can improve their job satisfaction too. Taking tedious work off their plates means they can focus on more exciting activities, which typically makes people happier while they are at work.
In instances where AI may reach its capacity for working a problem, a failover can be created that signals an employee when assistance is needed. This feature ensures that if anomalies or an unexpected event occur during processing, a person is alerted immediately. Then, they can intervene and finish the task themselves or seek assistance from the appropriate personnel.
AIs being used in BPOs represent a new way to work, giving employees the chance to give their full attention to higher-value activities that are more likely to keep them engaged on the job. Plus, businesses get the benefit of higher production rates and a more satisfied workforce. AI technology is still improving, so there will likely be interesting advancements ahead. But we can already see the potential these systems have to offer.
If you are interested in learning more about the hybrid approach, the knowledgeable staff at Validity Solutions can provide you with the information you need. Contact us today to discuss how our BPO services can help your business succeed.