As GenAI puts traditional BPO on life support, survival demands a makeover
Synopsis
To survive GenAI, BPO companies will need to change how they do business. However, announcing transformation plans may be easy, executing them is far more complex. Industry experts caution that the BPO sector is unlikely to receive many more second chances.
By JOCHELLE MENDONCA 6 Mins Read, Jul 08, 2025, 04:00 AM IST
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For the past two years, Klarna — the Swedish payments upstart — has been the drama queen of the BPO world, setting off panic alarms like a canary in a coalmine, with a megaphone. In 2024, Klarna proudly declared its AI (artificial intelligence) assistant was doing the job of 700 humans and saving big bucks. Investors panicked. Understandably, shares of BPO providers such as Paris-listed Teleperformance crashed. Despite statements designed to
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