Traditional people-centric outsourcing models could be rapidly replaced by generative business services, where advancing AI technologies such as large language models (LLMs) and autonomously capable apps drive enterprises’ speed and predictive capability to function with much more agility, creativity, and intelligence.
The rapid emergence of LLMs has opened a whole new world of autonomous possibilities, catching the outsourcing industry flat-footed as service providers scramble to partner with technology firms to redefine their antiquated models.
To this end, HFS has partnered with Amelia, a global leader in enterprise conversational AI, to explore the impact of conversational AI with the added impact of generative AI (GenAI) on the delivery of business operational services. Our research is based on discussions with enterprise customers and quantitative survey data.
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