Artificial intelligence is creating new opportunities for the business process management (BPM) sector as enterprises, hitherto cost-centred, shift focus toward customer experience through value-added outsourcing, Hinduja Global Solutions (HGS) chief executive Venkatesh Korla said.
“Customer service departments were historically seen as cost centres because companies said that the function was not core to them,” Korla told ET in an interaction. “But now, customer engagement is becoming core to business survival. So, companies have to invest in it.”
