AI, remote workforce, smarter solutions to shape BPO industry

The business process outsourcing (BPO) industry will continue to be relevant in the next decade even with the advancement of technology, but it has to adapt to change to thrive, according to the co-founder of a virtual assistant services company.

Alfredo Atanacio, the co-founder of, said all stakeholders in the BPO industry should exert efforts to make their services more valuable as artificial intelligence (AI), remote workers, and full-time team support are expected to shape the industry in the coming years. Atanacio urged service industries to automate repetitive tasks and enhance productivity to remain competitive and bring more value to their customers, noting that AI was invented not to replace humans but to serve as a complement in creating the most efficient and productive solutions.

He also said the increasing number of remote employees should prompt BPO firms to meet the growing demand for virtual assistants and BPO services by hiring staff outside where they operate or hiring remote workers to save on time and logistics.

Moreover, BPO firms should offer smarter solutions tailored to different industries to retain customers, said Atanacio, adding that he expects some companies to provide full-time team support to perform industry tasks.

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