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The introduction of AI technologies marks a significant turning point for the BPO landscape. Unlike traditional software, AI excels at handling unstructured data across different formats and systems. This capability allows AI to synthesize information, make judgments, and automate complex tasks.
Recent advancements particularly in voice AI have demonstrated remarkable ROI. Customers are no longer faced with frustrating automated systems that offer limited help. Instead, they can engage with voice AI that comprehensively understands their issues and responds promptly, often indistinguishable from human agents.