Amazon developing new cloud-based tool to enter the BPO industry
Multinational enterprise Amazon is reportedly developing a cloud-based tool that can be used for managing customer care and providing customers dynamic assistance to commercial organizations.
This new digital assistance tool will allegedly answer queries via calls and text messages with the help of Amazon’s chatbot Lex and the text-to-speech program Polly to “revolutionize the business process outsourcing domain.”
Several reports said that this has the potential to be a “big threat” to third-party service providers as the cloud-based technology can reduce the need for human assistance, possibly abolishing employment on call center outsourcing services.
However, experts stated that the e-commerce giant’s presence in the industry has the potential to be “trailblazing” and may create a new standard for the quality of service given in the sector.
