GT&BSC Event: Series 3: Rethinking Processes: Operational Models Re-Engineered by AI

A three-part global series exploring the realities of AI, job migration, talent, and process transformation across the BPO and GBS sectors. Grounded in real market movements—from Poland and India to Africa and Sri Lanka—this trilogy aims to cut through hype and offer practical, experience-led clarity.

Core Themes

• AI in BPO today is augmentation-first, not substitution-first—mostly used for QA, automation of drudge work, and productivity boosts.
• Market pushback shows that AI adoption must be paced and co-developed; overly aggressive deployments damage trust.
• Providers across Africa, Sri Lanka, and Eastern Europe are prioritising process reinvention, not just cost reduction.
• Case studies show that AI failure without human oversight (e.g., Deloitte Australia) is a reputational risk—“human in the loop” is non-negotiable.
• The future operating model blends AI efficiency + human judgment, not one replacing the other.

Why This Session Matters

This part shows how AI can drive better process design while protecting quality, trust, and customer experience.