New Delhi: The Indian BPO sector is rapidly transforming in this tech-driven era and undergoing a remarkable shift as AI is redefining its core operations, such as customer experience. It is estimated to grow from $139.35 billion in 2025 to $280 billion by 2033, fueled by the integration of advanced technologies and AI in the sector.
To further accelerate this momentum, the fastest emerging BPO player, Vertex Global Services, has announced its ambitious plan to impart AI-specific skills and training to create over 8,000 AI experts in India in the next three years. This initiative is poised to revolutionise their in-house capabilities, backed by the launch of the VAssist tool to build efficiencies in contact centre processes.
From offering traditional BPO services to data-driven CX analytics, this tool will transition from traditional ways of handling customers to leveraging advanced tech for enhanced customer experience. By integrating this tool, the workforce will be able to understand, analyse, and provide better resolutions by differentiating it into three categories such as contact centre needs, customer service needs, and business needs.
Gagan Arora, President and Founder, Vertex Global Services, said, “As the industry is transitioning towards automation and streamlined workflows, the focus on continuous quality management remains paramount. This initiative is poised to transform the landscape of customer service in BPO, ensuring that the company not only meets but exceeds both operational and customer service standards in the years to come. Understanding the evolving needs of businesses and customers in this tech-driven era, this tool will elevate the customer experience and drive efficiency like never before.”
As agents engage with customers, the VAssist tool will provide on-the-spot recommendations for scripts and communication techniques, enhancing both the agent’s performance and the overall customer experience. This capacity for real-time feedback not only aids in reducing Average Handle Time (AHT), a critical metric in call centre operations, but also improves the customer’s journey by eliminating confusion during calls. Lowering Average Handle Time is paramount, especially considering the financial implications for companies sponsoring toll-free numbers.
Going a step further, creating a measured balance between AI and human will provide real-time, satisfactory resolutions. Vertex already has an integration tool that assesses the customer’s tone, rate of speech and type of inquiry, enabling agents to respond appropriately based on the context of the conversation. In scenarios where a customer’s issue is identified as a potential escalation, agents can be guided to adopt a more nuanced approach. The introduction of a real-time agent-assist tool is particularly noteworthy.
With the rising demand for tech and AI, the pressing concern regarding information security also arises. Emphasising cyber and information security, the organisation is actively harnessing technology to introduce AI tools to protect sensitive information from unauthorised access, use, disclosure, disruption, modification, or destruction. According to the estimates, 68% of all customer service and support interactions are expected to be handled by agentic AI by 2028. Aligning with this trend, Vertex Global Services will further harness the potential of agentic AI to revolutionise the way it provides customer support and enable more personalised, proactive and predictive services.
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