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The Indian BPM Industry: Impact of AI
The Indian BPM Industry: Impact of AI

December 8, 2024

BPM

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This is the second blog in a three-part series detailing the Indian BPM Industry in 2024.

The Business Process Management (BPM) sector is at the forefront of adopting cutting-edge technologies, with AI and Generative AI (Gen AI) driving a new wave of transformation. From enhancing efficiency and reducing costs to unlocking innovation and agility, these technologies are reshaping operations across BPM processes.

In this blog, we explore how Gen AI is creating value across the BPM landscape, its impact on key processes, and the future trends set to define the industry.

 

 

 

Source: Deloitte’s State of Generative AI in the Enterprise Report April 2024

 - 79% of leaders globally reported full-scale deployment for three or more types of AI applications—up from 62% last year with lower cost, process efficiency and increased revenue as the major benefits.

 - Almost 3 out of 4 organizations globally are adopting Gen AI primarily due to increased agility and innovation it provides

 

Contact centers have undergone significant transformation due to Gen AI integration, with a gradual shift from voice based to non-voice based services, a trend that is likely to continue

 

 

 - 4 out of 5 contact centers globally will use Gen AI by 2025 with improved customer effort scores and agent productivity as the key benefits

 - Gen AI tools have impacted the entire value chain of a contact center with transformational changes across its pre-call, during-call, and post-call processes

 - The proportion of the contact center’s voice segment revenue is expected to shift from 50-60% to 30-40% over the next 3 years, largely due to the widespread adoption of Gen AI assist features in the customer service sector

 - Omnichannel orchestration – Contact centers are driving customer adoption of self-service channels for low-complexity needs and help customers efficiently connect with service professionals at the moments that matter most. 33% of the contact centres globally have a dedicated, omnichannel routing tool to connect customers to the right agent quickly regardless of channel

 - Building self improvement capabilities while enhancing self improvement – contact centers are leveraging insights gleaned through advanced analytics and by improving collaboration with web and mobile teams, to collaboratively improve product and service quality across the business.

 

Gen AI is also rapidly gaining traction across all other BPM processes with companies leveraging it for greater productivity and cost optimization

HRM – Gen AI is impacting the entire hiring lifecycle with intelligent talent sourcing, workforce planning and L&D activities leading to enhanced decision-making capabilities and time-saving.

F&A – Gen AI is aiding in invoice processing, fraud detection, financial forecasting ensuring enhanced compliance and accuracy

Knowledge management – Gen AI integration is impacting key tasks such as content creation, knowledge sharing and data reporting

SCM – Gen AI is enabling autonomous sourcing and inventory optimization.

 

For a deeper dive into this topic, download our full report, "BPM Shifting Gears: Shaping Tomorrow’s Skills and Careers." Stay tuned for my next blog, where I’ll explore the evolving talent and skills landscape in the BPM industry.

Report link: https://tinyurl.com/5cutpr9e

 


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Prajwal Pandey
Research Analyst

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