Microsoft reveals BPOs using its AI tools to drive transformation
WASHINGTON, UNITED STATES — Microsoft‘s latest showcase of AI-driven success stories features leading Business Process Outsourcing (BPO) firms leveraging its solutions to transform customer engagement and operational efficiency.
These firms are raising new AI usage standards and engaging in automation of labor flows, as well as a heightened personalized experience, the benefits of which can be measured in productivity and cost savings.
BPOs leverage Microsoft AI to enhance customer service
Accenture continues to achieve remarkable efficiencies through Microsoft’s Copilot Studio and Power Platform, which have expanded its Center of Excellence team and delivered substantial annual savings.
By empowering over 50,000 citizen developers with new skills, the firm has cut IT demand for short-term applications by 30%, freeing professional developers to tackle higher-value, complex projects and further solidifying its reputation as a digital transformation powerhouse.
Capita, one of the firms that utilizes AI, implemented an AI virtual assistant called CIVA through the Azure AI services, which can answer 70% of service desk inquiries without any human intervention.
In the same way, Cognizant added Microsoft 365 Copilot to quarterly client reviews, saving 90 minutes per job and enhancing consistency in customer work.
Furthermore, NTT DATA has also successfully automated 65% of IT service desk operations, achieving 100% automation for certain functions. Meanwhile, Wipro is experiencing a boost in productivity by leveraging GitHub Copilot to accelerate its coding process. Infosys also utilized GitHub to ensure higher-quality code and fix bugs.
The subsequent advancements raise awareness of the notion that AI is redefining the scope of BPOs as collaborators rather than cost centers, functioning to assist them in developing faster and more precise customer resolutions.
Accenture ranked #2, while the BPO firms mentioned above also took their places in the OA500 2025, an objective index of the world’s top 500 outsourcing companies.
AI-powered personalization and efficiency gains for BPOs
Beyond automation, BPOs are using AI to deliver hyper-personalized customer experiences. HCL Technologies has developed the TeamSight platform, which is supported by Microsoft 365 Copilot, to monitor performance indicators and refine client relations.
The numbers support the trend, as LTIMindtree said it increased the efficiency of security operations through Microsoft Security Copilot, and Tata Elxsi used GitHub Copilot to improve video-distribution platforms and found that development work effort was reduced.
Such developments illustrate that BPOs not only use AI to be efficient but also to transform the way customers are engaged in such industries as finance, healthcare, and retail.
No longer back-office operators
The trend in Microsoft’s report highlights a larger trend that BPOs are no longer back-office operations or mere back-office operators. Still, AI-powered innovators and their return on investment (ROI) are quantifiable in terms of productivity, compliance, and customer satisfaction.
As outsourcing firms transition to tools like Copilot and Azure OpenAI, they require intelligent and scalable automation.
