The Indian business process management (BPM) industry is poised for a revolution through the use of generative artificial intelligence (AI).
K Krithivasan, CEO and Managing Director of Tata Consultancy Services, the country’s largest and second-largest IT services company, said there would be a “minimum” requirement for call centers due to rapid adoption of AI. .
“In an ideal scenario, in my opinion, there should be very few inbound call centers handling incoming calls. We are at a point where technology should be able to predict incoming calls and proactively address customer concerns,” Krithivasan said in an interview with the Financial Times.
At the same time, the BPM sector has grown faster than the IT services sector, which has been affected by macroeconomic uncertainties.
While India is one of the major players in the call center industry, many companies have moved away from low-end voice services.
A significant portion of voice work has also moved to geographies like the Philippines.
Even the sector, formerly called BPO (Business Process Outsourcing), was renamed BPM in 2012 to reflect the maturity of the services it offers.
Some key parameters of the BPM industry
|
time delay |
2023-24 |
2022-23 |
From year to year |
| $48.9 billion | $47.3 billion | 3.38% | |
| BPM exports | $43.2 billion | BPM is developing specialized capabilities in data monetization, leveraging cloud-based AI and analytics, and is expected to grow at 2.7% in 2023-2024. (Exports only) | |
| Domestic | $5.7 billion | $5.3 billion | 7.6% |
| IT services | |||
| $128.4 billion | $124.8 billion | 2.9% |
Total workforce (IT services + BPM & others): 5.43 million
First publication: April 28, 2024 | 8:15 p.m. STI
