BPO 3.0

Tackily, business process outsourcing (BPO) firm HGS calls it 'Bots & Brains'. That's their term for robotic process automation (RPA) and humans working together. Bots do the mundane, repeatable tasks; humans the more complex processes. If it were a see saw game, you could tell the bots are winning.

An insurance customer in the United States has outsourced processes such as enrolment of customers and database management of hospitals to HGS. The enrollment process is tedious. When the insurance company signs on a new corporate client, an influx of employee data, in thousands, swarms the BPO. Employees check for missing information such as date of birth, and send the forms back to the customer for correction. Once returned, the data needs entering in different customer systems.

Enter bots. It can