Real Disruption in BPO industry through Robotics Process Automation by Anjuum Khanna
                     Real Disruption in BPO 
industry through Robotics 
Process Automation by 
Anjuum Khanna
Presented by,
Anjuum Khanna
Anjuum Khanna– Automation is a powerful force that is 
constantly simplifying the way the world functions.  
Automation helps remove redundancy and leads to job 
satisfaction by eliminating repetitive tasks. 
With the help of robotic machines, industries have been 
able to achieve what was humanly impossible. Several 
industries have been revolutionizing their processes 
using robotics, including the BPO/KPO industry.
● The application of robotic machines in the BPO/KPO 
industry where we perform repetitive tasks can drastically 
reduce the amount of time taken to perform these tasks 
as compared to several human counterparts. 
● This reduces the TAT to offer deliverables in an 
outsourcing industry and leads to an exponential growth.
● The Robots/Algorithm can be programmed to perform the tasks with 
high precision, thereby improving the quality of the deliverables. 
● The programs that are used to run these processes are based on 
algorithms that can be improvised constantly to accentuate Process 
Efficiencies. 
● This kind of customization leads to increase in CSAT and thereby 
increases the customer loyalty and stickiness to the Brand.
●  The robots are capable of performing end to end tasks needing 
minimal human monitoring in the completion. This reduces errors and 
improves performance.
● Nowadays, robots are not only capable of performing repetitive 
precision tasks but also the kind of tasks that need decision making 
based on the available information. 
● This is now possible with the help of AI (artificial intelligence). 
Combining artificial intelligence with robotics has created a new 
generation of smart robots that are capable of thinking, feeling, 
understanding and performing the tasks with their cognizance. 
● These robots are capable of handling complex and challenging tasks in 
a constantly changing business environment. 
● These advanced analytical skills are speedily closing the gap between 
the physical and digital world thereby creating a better Phygital world.
● This new wave called Robotic Process Automation also known as 
RPA has swept away the back office tasks and revolutionized BPO 
industries worldwide. 
● With the combination of robotics, big data and artificial 
intelligence, the world of business are transforming at a fast pace 
in terms of efficiency, effectiveness, and profitability. 
● The application of robotic process automation, several BPO 
services such as regular chat and email jobs have been replaced 
with Chat Bots and self-help applications that constantly monitor 
and improve customer relationship with the service provider.
● In this new world, the developing countries that were improving 
the economy by providing services are affected by the digital 
wave. 
● The RPA has led to a severe reduction in headcount and in talent 
acquisition. The only way to survive in the digital age is to master 
the latest technologies and tools to drive them. 
● In the future, BPO/BPMS industries will have fewer people and 
more robots in their structure. 
● This need not mean to hurt the human workforce but can be taken 
as an upgrade that simplifies the lives of many and improves the 
ways of the world.