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The world has been witnessing the evolution from AI, AI-agent to HAI. Given the rapid strides in the evolution of Artificial Intelligence and the all-encompassing reach of this technology across industries, the Business Process Outsourcing (BPO) industry too has been experiencing the benefits accruing to it from its adoption.  

Some practical applications of HAI in BPO include automating repetitive tasks, transcribing and summarising customer calls in real-time, detecting sentiment and intent during interactions. The technology also performs the crucial task of flagging anomalies or exceptions for human review and pre-classifying and annotating data for training AI models, among other things.

As a forward-thinking BPO solutions company, we explore the symbiotic relationship between the BPO industry and AI in this blog. We also touch upon our offerings in the HAI space. We also look at ProcessVenue’s AI readiness and the future ahead with HAI.

What is Human-augmented Artificial Intelligence (HAI)?

As per IBM, “Human-augmented Artificial Intelligence is the use of AI to enhance human intelligence and not operate independently or replace it. AI that augments human intelligence maintains human responsibility for decisions, even when supported by an AI system. Humans therefore need to be upskilled—not deskilled—by interacting with an AI system.” 

“All of this implies that AI systems are not to be treated as human beings, but rather viewed as support mechanisms that can enhance human intelligence and potential.”

We at ProcessVenue have successfully launched OceanMind, our first HAI-agent based use case for a client in the travel and tourism industry, specialising in cruise bookings. 

Our other HAI-based BPO offerings include automating data extraction from documents (using OCR), and AI Chatbots. This finds its application in our BPO offerings viz: Customer & Support, Back Office, Finance & Accounting, Digital Marketing and Virtual Assistant. 

HAI and its Disruptive Potential in the BPO Industry

Besides bringing in efficiency in routine and repetitive tasks, a significant transformation that HAI is bringing to the BPO industry is the visible shift from cost-based, manpower-driven engagements to scalable, outcome-focused partnerships. By supporting real-time data processing, performing sentiment analysis and decision-making, BPOs can offer smarter and predictive services. By embedding HAI into workflows, BPOs can continuously evolve, innovate, and support clients in their digital transformation journeys — positioning themselves as next-gen service hubs rather than just outsourcing vendors. 

Below, we can see two ways in which HAI has already impacted the BPO industry.

  1. Leaving Behind the FTE for HAI 

The advent of AI agents towards the end of 2023 had its use case in the BPO industry too as did other industry use cases. Here, the deployment of AI agents resulted in the displacement of the FTE model, making it one of the most revolutionary developments effected by AI. 

Besides automating work resulting in agility, accuracy and improved productivity, enterprises realised the benefits accruing from Process Automation in the form of;

  • 24*7 operability.
  • Ability to scale instantly, and 
  • Deliver consistent performance without fatigue or downtime. 

As a result, clients started prioritising data-backed insights over manpower-based performance metrics, reshaping outsourcing models and workforce strategies across industries. 

However, in reality, the need for human expertise in overseeing AI-powered processes/workflows/tools was far from over. To build trust with stakeholders, critical thinking, empathy, and ethical reasoning still had to remain key elements in a business process. Hence, ‘Human-augmented Artificial Intelligence’ or HAI appeared, thus ensuring AI was used responsibly and effectively to achieve better outcomes. 

HAI brings in a collaborative synergy of both – Automated systems and human intelligence, in that, it disrupts the traditional FTE model at BPOs and integrates AI agents to handle high-volume, routine activities with speed and accuracy, while human agents are empowered to oversee complex cases, provide emotional intelligence, and make ethical decisions. 

2. Traditional BPO Vs HAI-powered BPO: Key Differences

          Aspect         Traditional BPO      HAI-Powered BPO
Workforce ModelHuman-driven; relies on large teams (FTE model)Hybrid model combining AI agents with human oversight (HAI)
Cost EfficiencyHigh operational cost due to manpowerLower costs via automation; optimised human involvement
Accuracy & Consistency Prone to human errors and variabilityHigh consistency and fewer errors with AI systems
Customer Experience Agent-dependentEnhanced by AI speed + human empathy for complex needs
Innovation and AgilitySlower to adapt; process-heavyAgile, tech-driven with continuous process optimisation
Availability Fixed shifts, business hours24/7 operability with AI agents

Source: ProcessVenue

Future of Indian BPO: Aligned with India’s AI Potential 

The future of the BPO industry is intricately linked with the emergence of India as an AI powerhouse. As per the BCG-NASSCOM’s report – AI POWERED TECH SERVICES: A ROADMAP FOR FUTURE READY FIRMS, 2024, India is uniquely poised to emerge as a global leader in AI with the highest AI skills penetration with 3x more AI-skilled talent than other countries. Also, over the last seven years, the country has witnessed a 14x growth in individuals skilled with AI. 

India is also at the forefront of the implementation of AI with talented manpower and a vast pool of Data engineers- 2,68,000 IT & Computer graduates in 2024. This, along with talent in Tier 2 and 3 cities, becomes very cost-effective to clients, especially when combined with the scale and power of AI. 

We at ProcessVenue, are an AI-ready Organisation

At ProcessVenue, we recruit engineers from leading tech institutes and check for AI readiness in using generative AI tools & AI-powered analytics tools and platforms. Our readiness includes our Data Security certifications too. We are ISO 27001:2022 certified already, and are in the process of acquiring SOC 2 certification. 

How ProcessVenue Can Deliver HAI Solutions

We are already servicing clients from the Travel, Tourism and Hospitality industry using the HAI agent-based model. Logistics follows this, and we will be venturing into Finance soon. We have also built a tool that smartly automates the KYC process. In the near future, we are positive about associating with a Swiss hotel chain with our HAI offering too. 

Presently, the tech team is developing a Data Annotation tool, which has huge industry potential. Going forward, we are looking to develop multiple AI-powered applications. 

We are excited about the future with AI and HAI, as they empower us to cater to a diverse client portfolio and bring new opportunities. 

ProcessVenue positions itself as a leading BPO for organisations looking to deploy or start a business in India. We can support them end-to-end, and now, with HAI, of course! 

We at ProcessVenue, look forward to discussing your requirements. Explore our offerings to know how we can help you. 

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