Bangladesh’s BPO sector embraces AI boosting global competitiveness
DHAKA, BANGLADESH — Bangladesh‘s $850 million business process outsourcing (BPO) industry is turning to AI to remain competitive in the global outsourcing market.
The Daily Star reported that from automated customer service to financial analytics, firms showcased AI-driven solutions at the BPO Summit Bangladesh 2025, signaling a strategic shift toward tech-enabled efficiency.
AI adoption gains momentum in Bangladesh’s BPO sector.
FinSource Limited, a fintech firm, is leveraging Azure-based AI tools to improve data analysis, while MY Outsourcing utilizes AI for initial customer interactions before human agents intervene.
“We’re working on integrating Azure-based AI tools to improve decision-making and data analysis,” said Nahid Sultan, a Senior Software Engineer at Finsource.
Fardin Rahman Nihal, a Business Development Executive at MY Outsourcing, explains that the implementation reduces response time, making their operations scalable.
The transition is necessitated by the need to undertake high-volume work more efficiently. Mevrik, a customer experience (CX) digital company focused on finance and tax, began its AI deployment in 2018 and now caters to hundreds of queries, now dedicating engineers to building systems that process redundant requests, such as checking balances in telecommunication packages.
“We’re handling nearly 100,000 repetitive queries daily for a single client, which otherwise would need hundreds of human agents,” explains Reyad Hossain, Head of Operations at Mevrik.
Even more conventional companies have AI integration on their roadmap, demonstrating how widely automation is proving to be a driving force across the industry.
Homegrown AI solutions drive efficiency and innovation
Local BPO companies are creating customized AI systems as opposed to using off-the-shelf solutions. For instance, Digipro Solutions utilizes AI-based reconciliation tools that quickly identify financial conflicts rather than relying on manual teams.
Young firms are also adopting AI. One company utilizing AI in digital marketing analytics is NR Business Solutions, whereas BYTE Trek is developing a chatbot AI platform that will automate the billing process.
Hasib Kibria, Deputy Manager of BYTE Trek, said, “It’s an ongoing process, but we believe AI will ease repetitive tasks.”
These developments are indicative of how Bangladesh is increasingly able to develop local AI innovations that support the specific requirements of a particular industry.
Global implications: Bangladesh’s AI push may reshape outsourcing trends
The potential threat to competitors in the international BPO market, such as India, the Philippines, and Vietnam, lies in the fact that the competitiveness of firms in Bangladesh can be further advanced through automation, leading to enhanced competition.
AI-driven BPO, in the case of Bangladesh, can be effective for international clients, as it offers faster turnaround times and lower wage rates. It has also been seen as an issue of displacing workers as the transition continues, especially in an industry where, as reported by the Bangladesh Association of Contact Center and Outsourcing (BACCO), more than 80,000 people are employed.
If integrated competently, AI implementation in Bangladesh can transform the nation into a cost-competitive outsourcing location while maintaining human expertise offering opportunities to utilize them and meet the needs of clients worldwide.
