Companies have greatly benefited from the business process service (BPS) by offering cost-effective and efficient solutions. Despite benefits, there are several challenges involved in hindering the BPS from working at their full efficiency. Digital transformation in consulting services and rapid technological progress made companies generate and analyze a vast amount of data. This resulted in increased manual work, complexity in data analysis, high chances of human error, and lack of real-time insights.
A robust solution is required to address these issues and optimize the way how BPS operates, which can be fulfilled by generative AI, a branch of artificial intelligence. According to a recent report, global spending on genAI is predicted to reach $632 billion by 2028. This showcases the transformative capabilities of genAI across industries. Especially, the BPS industry can integrate genAI using IT consulting services to drive efficiency and adaptability. They can help to use resources properly, automate repetitive tasks, and improve operational efficiency across an organization.
Need for Improving Efficiency of BPS
Business process services help various organizations across industries by handling the non-core tasks for companies through outsourcing. Customer services, HR processes, marketing, and accounting are some of the examples of these processes. Organizations can focus on their core works, handle processes in a cost-efficient way, and improve operational efforts by leveraging technology consulting services.
Industries and operations that apply to BPS can be grouped into four main levels based on their complexity:
- Operations-focused
- Specialized BPS
- Knowledge-driven
- Industry-specific
Due to the digital transformation in consulting, the applications of BPS have become widespread. Each of these groups requires different BPS expertise and industry knowledge. Some of the tasks may be repetitive, some require specialized skills like engineering design, and some involve research and critical thinking. This mandates BPS need to be adaptable according to clients’ industry and efficient enough to handle their processes.
How GenAI Can Reshape IT Consulting Services
As BPS serves across industries with different processes and requirements, they need to understand their unique needs and provide services accordingly. Moreover, digital transformation in consulting increases the challenges for business process services to adapt to a company’s unique needs. These include process identification, data security, communication barriers, and change resistance.
Technology consulting services with genAI can overcome these challenges. Its capabilities like analyzing and learning from previous data, pattern identification, and intelligent content generation can improve the adaptability and efficiency of various processes in BPS. Some of them are:
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Improving Cross-teams Coordination and Communication
Tasks such as data entry, finance, HR administration, and IT support require proper communication and coordination between teams. These tasks are mostly repetitive, transactional, and data-intensive. IT consulting services with genAI can automate these processes and enable companies and outsourcing teams to communicate effectively.
GenAI improves efficiency by identifying and automating routine tasks and allocating resources efficiently to reduce costs. It also enables BPS to understand and adapt to a company’s unique requirements by optimizing communication channels and processes continuously.
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Ensuring Data Security and Privacy
Data security plays a crucial role in BPS processes as they involve sharing sensitive customer information. Technology consulting services using genAI can make sure that customer data has been efficiently shared and is safe from breaches.
Process automation by genAI enables companies to efficiently handle data security and privacy through the identification and reporting of unusual activities to prevent data breaches. They also help in automating access controls to employees based on their roles. GenAI helps BPS to adapt to a company’s security requirements through real-time monitoring, ticket prioritization, and automated escalation process.
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Eliminating Change Resistance
BPS needs to integrate emerging technologies into its existing processes to embrace digital transformation in consulting. Workers who are not ready to change hinder a company’s transformation efficiency.
IT consulting services can empower employees to adapt to this change using genAI solutions. They support this process by finding skill gaps for each employee and creating personalized training programs. They also help in summarizing long documents and serving as a virtual tutor to help employees adapt to changes.
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Enhancing Quality Checks and Performance Monitoring
The core objective of BPS is to allow companies to focus on their organizational goals. This requires continuous performance monitoring and measuring output quality. This ensures efficiency, adaptability, and a continued relationship between the company and a BPS.
BPS can use IT consulting services with genAI to measure key performance metrics and ensure the quality of their services. They help in automatically comparing pre-defined metrics with the new data to ensure quality standards are met and creating detailed quality reports consistently.
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Boosting Customer Service Abilities
Companies usually outsource their customer-facing processes and activities to BPS, thus they can focus on core business processes. Customer support, lead generation, and order processing are some of the operations that ensure the efficiency of a company.
GenAI excels in this aspect and enables BPS to provide exceptional customer service. GenAI-powered chatbots and virtual assistants support multiple languages, aiding businesses to scale their operations across the world. LLM enables them to give 24/7 customer support without human help. BPS can also analyze client feedback and rapidly create custom solutions that improve customer satisfaction using GenAI.
Bottom Line
The BPS industry can use genAI in various applications to revolutionize how they solve their client’s needs. It can help companies to less rely on human workers for repetitive and rule-based workflows. IT consulting services with genAI can simplify tasks like data analysis, information retrieval, compliance assessment, and risk analysis. These applications not only improve the efficiency of BPS companies but also enable them to easily adapt and provide their services to various industries.
The widespread adoption of GenAI in the BPS industry guarantees to enhance service efficiency, speed, quality, and personalization. This evolution is poised to significantly influence customer behavior, preferences, and expectations. For BPS companies integrating GenAI, understanding these shifts in customer behavior is crucial for maintaining competitive advantage and achieving long-term success.