White Paper - Intelligent Process Automation: Balancing AI Automation with Human Touch

Organizations have used artificial intelligent (AI) and automations to perform various tasks in one form or another for years – from Robotic Process Automation (RPA) to voice-enabled IVR systems. Successful BPO companies have effectively integrated AI into their operations and have already reaped its benefits, such as positive customer experiences, enhanced efficiency, more intelligent decision-making, and significant cost savings.

Even though, the benefits and advantages of AI are undeniable, it’s crucial to recognize the importance of the human touch in BPO and customer service industry. The key to successful AI implementation is finding the right balance between automation and human skill. 

This paper expands upon the traditional AI tooling and RPA model, discusses the new Intelligent Process Automation (IPA) model and how to implement IPA and AI while maintaining balance between automation and the irreplaceable human touch?

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