Rising global labour costs are causing BPO to become unsustainable at the same time as technologies are advancing and converging in such a way that they can not only augment work, but replace workers.
More and more companies are gaining traction with cognitive and automation platforms - machines with rapidly advancing capabilities for understanding, learning, communicating, and problem-solving. Robotic process automation (RPA) - this convergence of low-cost, easy-to-implement process automation, coupled with machine learning, data analytics, and cognitive innovations - is creating a new class of digital labour.
If BPO is withering while RPA grows up, where do you go from here?
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