How Will Machine Learning Affect Bpo Companies?

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People have always been the backbone of BPO companies. Their staggering growth in the last two decades have resulted into billions of dollars in business and have created millions of jobs around the world. Brands have looked to BPOs to supply round-the-clock service and corporations have relied on the skill of offshore workers. But with the onset of machine learning, will the service rendered by humans be deemed no longer adequate? Exactly how will machine learning the BPO industry?

The immediate reaction to this question is that machines will take over the work people do resulting to lay-offs by the millions. The same can be said about machines in the industrial revolution and how smart robots are making manufacturing safer and more efficient today.

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It’s no surprise that some businesses aim to automate parts of their services using artificial intelligence. They may do so because of huge savings they can get by automating services usually rendered by people. And with machine learning, harder tasks such as heavy computations and analysis can now be done with relative ease. Of course, this does not mean that people will become obsolete in the BPO industry.

Even with the capacity of machine learning to do work, it would require a good enough interface for people to understand and use machine learning services adequately. And a lot of people still would prefer to talk to someone competent and can be reasoned with.

Eddie O’Brien has had a long and storied career that has taken him all over the world. He graduated from the University of Cork and became a certified public accountant. He worked for several multinational companies in locations as varied as Poland, Romania, the Czech Republic, and Spain. For more reads on technology, visit this blog.

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How Will Machine Learning Affect Bpo Companies?

Predictions And Industry Shifts: CRM Trends For 2017

When people know future challenges to expect, they usually feel some levels of confidence that they could thrive in whatever situation. When the time comes, these people with foresight know how to react.

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The ability to infer future trends is also an important aspect of business. It’s quite tricky, but there is a method to it. Customer relationship management (CRM) allows a high level of market anticipation in highly competitive environments, where retaining customers is integral to survival.

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AI-based bots will occupy a prominent role in customer relationship management in years to come. Businesses are burdened with huge amounts of data. Sifting through the noise in order to find relevant information is a herculean task. With the amazing rate of data growth, the burden only grows exponentially. Machine learning and predictive algorithms are developed to eliminate the guesswork in marketing decisions, leading to campaigns which are innovative, creative, and exciting.

Another emerging trend in customer relationship management is contextual CRM. More often than not, consumers view adverts as annoyances. To boost their appeal, products need to be marketed as a “best-friend brand.” This can be achieved with hyper-targeting, catering to micro-segments of customers, and giving the right messages to the right customers at the right time. This is the bread and butter of contextual marketing.

Edmund O’ Brien is the CEO of the Americas at Arvato Bertelsmann, overseeing the growth and execution of a multibillion-dollar business that delivers a host of BPO services including SCM, CRM, financial and IT solutions. To know more about him and his industry, visit this page.

Predictions And Industry Shifts: CRM Trends For 2017