In this episode, Miriam explores the dual nature of generative AI as both a threat and an opportunity for the BPO sector, particularly in customer experience and chatbots. She examines the challenges and opportunities that generative AI presents, highlighting the importance of embracing disruption. The episode delves into industry trends such as automation and integrated systems, and the role of global capability centers in India's BPO landscape. Miriam also discusses the growth of the cloud BPO market and the expansion and challenges within healthcare BPO, offering insights into innovations and growth opportunities. The episode concludes with closing remarks and a summary of key points.

(0:00) Generative AI: Threat or Opportunity for BPO?

(0:27) Impact of Generative AI on Customer Experience and Chatbots

(1:16) Challenges and Opportunities of Generative AI in BPO

(2:04) Embracing Disruption in the BPO Sector

(2:25) Sponsor: Vonage

(3:39) Industry Trends: Automation and Integrated Systems

(4:34) Global Capability Centers in India's BPO Landscape

(6:56) Growth of Cloud Business Process Outsourcing Market

(8:37) Healthcare BPO: Market Expansion and Challenges

(10:18) Innovations and Growth Opportunities in Healthcare BPO

(10:50) Closing Remarks and Episode Summary