Abstract: For almost every industry, the impact of automation and artificial intelligence (AI) has become a significant topic of discussion as we enter the origin of a long-awaited future. The conversation nowadays is on elimination of work through robotics and going beyond those efficiencies to deliver on self-healing through artificial intelligence (AI) and machine learning. Customer understanding is becoming more key, with the customer here being defined generally as any set of stakeholders across any set of processes that are being serviced. These topics are limited to the impact on a current set of Business Process Outsourcing (BPO) processes and not the larger troublesome impact of digitization to the core business itself, since thatís a conversation that transcends BPO. This paper gives an overview of the application of artificial intelligence and learning concepts in many IT organizations and BPOs.
Keywords: Intelligent being, Data prediction, Envisioning the future.