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Impact of artificial intelligence and robotic process automation on BPO financial services outsourcing

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MBA Project ID: 640
MBA Project Name: Impact of artificial intelligence and robotic process automation on BPO financial services outsourcing
MBA Category: MBA Operations
Project Abstract:
The BPO market is very competitive. BPO Client organizations are looking for accuracy, speed, reliable and timely delivery of assigned work. In this context, BPO companies tend to use automation using RPA and AI technologies to have a technological and competitive advantage as a leader in the competition. Although there are many benefits for both the client organization and the BPO in terms of cost savings, quick turnaround and time savings for the client company, BPO employees have developed a psychological fear of job automation. According to the survey, the majority of BPOs prefer RPA in finance and accounting, followed by customer service, sales and supply functions, and HR functions. The study was conducted with leading outsourcing companies in the financial services sector using a structured questionnaire and personal interviews with project managers and directors. The study covers only finance and accounting (F&A), procurement, human resources organizations (HRO), contact center and all processes specific to the outsourcing of financial services. This study will help organizations understand the level of awareness, adaptability and human-related issues in implementing RPA and AI in their department or function and organization.
Project Report: 65 Pages
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