In this episode, Miriam examines the recent partnership between NICE and ServiceNow and its implications for the BPO industry. She highlights the growing importance of AI and automation, predicting a significant transformation in AI-driven call centers by 2026. The discussion includes how AI can address technical debt within BPOs and its strategic application in operations. Miriam also explores the design and integration of virtual assistants in BPO settings. The episode concludes with a wrap-up and a reminder to subscribe for more insights.

(0:00) NICE and ServiceNow partnership and its impact on BPO

(2:36) The significance of AI and automation in BPO

(3:36) AI-driven call center transformation by 2026

(6:10) Addressing technical debt with AI in BPO

(8:12) Strategic use of AI in BPO operations

(9:10) Design and integration of virtual assistants in BPO

(11:14) Episode wrap-up and subscription reminder