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Articles by Mervyn Pretorius
The evolving role of AI in business process outsourcing
By Mervyn Pretorius, Group CTO, CCI Global and Cobus Pretorius, SVP: Development, CCI South Africa Little more than a year ago, AI was widely heralded as the absolute gamechanger of business process outsourcing (BPO) – and as a potential wrecking ball for employment in the industry.
The evolving role of AI in business process outsourcing
Little more than a year ago, AI was widely heralded as the absolute gamechanger of business process outsourcing (BPO) – and as a potential wrecking ball for employment in the industry. AI was viewed as a universal solution poised to revolutionise every facet of our industry, but this was balanced by concern that such a powerful technological step forward would displace millions of agent employee positions, resulting in job losses across the industry. Today, the narrative has matured.
The evolving role of AI in business process outsourcing
Little more than a year ago, AI was widely heralded as the absolute gamechanger of business process outsourcing (BPO) – and as a potential wrecking ball for employment in the industry. AI was viewed as a universal solution poised to revolutionise every facet of our industry, but this was balanced by concern that such a powerful technological step forward would displace millions of agent employee positions, resulting in job losses across the industry. Today, the narrative has matured.
How AI is Changing the Value of People in the BPO Sector
One of the most common questions asked of the Business Process Outsourcing (BPO) sector is, ‘will Artificial Intelligence take jobs from the sector?’. The answer is a resounding no. That said, it’s worth interrogating the value of this disruptive technology for the sector. We must look past the current hype cycle to establish the real value of AI in the contact centre environment.
How AI is Changing the Value of People in the BPO Sector
By Mervyn Pretorius – Chief Technology Officer, CCI Global One of the most common questions asked of the Business Process Outsourcing (BPO) sector is, ‘will Artificial Intelligence take jobs from the sector?’. The answer is a resounding no. That said, it’s worth interrogating the value of this disruptive technology for the sector. We must look past the current hype cycle to establish the real value of AI in the contact centre environment.
How AI is Changing the Value of People in the BPO Sector
One of the most common questions asked of the Business Process Outsourcing (BPO) sector is, ‘will Artificial Intelligence take jobs from the sector?’. The answer is a resounding no. That said, it’s worth interrogating the value of this disruptive technology for the sector. We must look past the current hype cycle to establish the real value of AI in the contact centre environment.
How AI is changing the value of people in the BPO sector
Read time: 3 minutes One of the most common questions asked of the Business Process Outsourcing (BPO) sector is, ‘will Artificial Intelligence take jobs from the sector?’. The answer is a resounding no. That said, it’s worth interrogating the value of this disruptive technology for the sector. We must look past the current hype cycle to establish the real value of AI in the contact centre environment.
Three ways AI will change the Business Process Outsourcing landscape
By Mervyn Pretorius, Chief Technology Officer at CCI South Africa The excitement surrounding Artificial Intelligence (AI) follows on from an explosive uptake in generative AI tools which is largely credited to organisations such as OpenAI who made ChatGPT and DALL-E widely accessible, and in doing so, brought the AI conversation and its role in today’s workplace to the fore.
Three ways Artificial Intelligence will change the BPO landscape
Artificial Intelligence has received a lot of attention of late as it looks set to revolutionise and transform the way organisations and their people work. For the Business Process Outsourcing industry, Mervyn Pretorius, Chief Technology Officer at CCI South Africa, expects three important developments in the very near future.
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