NEW DELHI: Everybody from Microsoft CEO Satya Nadella<\/a>, Google<\/a> CEO Sundar Pichai<\/a> to Facebook<\/a> cofounder Mark Zuckerberg<\/a> have touted chatbots<\/a> as the next big thing in the world of technology. 新德里:每个人都从微软CEO萨提亚Nadella,谷歌首席执行官Sundar Pichai来脸谱网创始人之一马克•扎克伯格已经被聊天机器人在世界上是一件大事情。
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But back home, popularity of chatbots could lend a significant blow to the Indian Business Process Outsourcing (BPO) industry<\/a>. Chatbots, are making their debut on Facebook, Google and Skype and function as robotic customer service representatives for a host of companies such as taxi, ecommerce, news, weather etc, and are increasingly being deployed globally and in India.
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\nGiven that they can take over traditional customer service functions, chatbots could spell significant loss of revenues for BPO firms along with leading to erosion of low-end jobs. While there are no exact estimates, experts peg low-end jobs to be anywhere between 5-6% of the overall revenues of the BPO industry which stood at $28 billion.
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\nBPO industry veterans such as Raman Roy of Quatrro, Susir Kumar of Intelenet acknowledge the threat and say that they are preparing to make up for the loss by migrating to high end jobs.
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\n“The repetitive tasks started going away more than a decade ago, it has already happened and will continue to happen, while we are adapting, more and more of these low-end tasks will go away, you can see the signs,” said Roy, regarded as one of the founders of the Indian BPO industry. Roy, however, said that as new concepts such as driverless cars and Internet of Things emerge, more of the complicated tasks at the backend will come to India. “Where else will you find the brains to do it,” he said.
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\nA few years ago, a majority of the voice business of the Indian BPO industry moved to countries such as Philippines due to availability of cheaper and better talent. The industry captains recouped after the initial blow by moving to highend tasks such as data analytics.
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\nKumar, executive chairman of Intelenet Global Services, said that Robots will take away more and more of the “mundane human” tasks. “The billing will never be wrong, the line will never drop. But, as technology evolve, transactions will become more complicated and need for human intervention will arise for different kind of jobs,” he added.
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\nAn industry executive said that while the concept is still in its infancy, rough assumptions would suggest that the scope for automation would be 5-6% of the total $28 billion industry out of which domestic BPO is between $2-3 billion. “It would hit the commoditised basic tasks the first and the hardest,” said the official.
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\nPhil Fersht of HFS research said that he predicts about 20% of legacy low-value IT services and BPO jobs to be phased out over the next 5 years.\n\n<\/p><\/body>","next_sibling":[{"msid":52756865,"title":"Trai asks if unified messaging services need a fresh licensing framework","entity_type":"ARTICLE","link":"\/news\/trai-asks-if-unified-messaging-services-need-a-fresh-licensing-framework\/52756865","category_name":null,"category_name_seo":"telecomnews"}],"related_content":[],"seoschemas":false,"msid":52757058,"entity_type":"ARTICLE","title":"How chatbots could soon put BPOs out of business","synopsis":"Chatbots, are making their debut on Facebook, Google and Skype and function as robotic customer service representatives for a host of companies.","titleseo":"telecomnews\/how-chatbots-could-soon-put-bpos-out-of-business","status":"ACTIVE","authors":[{"author_name":"Surabhi Agarwal","author_link":"\/author\/479241991\/surabhi-agarwal","author_image":"https:\/\/etimg.etb2bimg.com\/authorthumb\/479241991.cms?width=250&height=250","author_additional":{"thumbsize":false,"msid":479241991,"author_name":"Surabhi Agarwal","author_seo_name":"surabhi-agarwal","designation":"Correspondent","agency":false}}],"Alttitle":{"minfo":""},"artag":"ET Bureau","artdate":"2016-06-15 09:09:07","lastupd":"2016-06-15 09:11:37","breadcrumbTags":["Google","Facebook","industry","Mark Zuckerberg","Sundar Pichai","Satya Nadella","chatbots"],"secinfo":{"seolocation":"telecomnews\/how-chatbots-could-soon-put-bpos-out-of-business"}}" data-authors="[" surabhi agarwal"]" data-category-name="" data-category_id="" data-date="2016-06-15" data-index="article_1">
但回家,流行的聊天机器人可以借一次严重的打击,印度业务流程外包(BPO)行业。聊天机器人,让他们在Facebook上亮相,谷歌和Skype和函数作为机器人客服代表的公司如出租车、电子商务、新闻、天气等,越来越多的全球部署,在印度。乐动扑克
因为他们可以取代传统的客户服务功能,聊天机器人可以给业务流程外包公司带来重大损失的收入以及导致侵蚀低端的工作。虽然没有确切的估计,专家挂钩低端工作5 - 6%之间的业务流程外包行业的整体收入,站在280亿美元。
BPO行业老兵如拉曼Quatrro罗伊,Intelenet总裁苏瑟*库马尔却说承认的威胁,说他们正准备弥补的损失转移到高端的工作。
“重复的任务开始了超过十年前,它已经发生并将继续发生,当我们适应,越来越多的低端任务就会消失,你可以看到的迹象,”罗伊说,被视为印度的业务流程外包行业的创始人之一。然而,罗伊说,无人驾驶汽车等新概念,物联网的出现,更复杂的任务的后端会来印度。”,你会找到其他的大脑,”他说。
几年前,大多数印度BPO产业的语音业务搬到菲律宾等国由于可用性更便宜、更好的人才。行业船长收回最初的打击后搬到高端数据分析等任务。
Kumar却说全球服务执行主席说,机器人会带走越来越多的“平凡的人”的任务。“计费永远不会错的,永远不会下降。但是,随着技术的发展,交易将变得更加复杂,需要人工干预会产生不同类型的工作,”他补充说。
一位业内高管表示,尽管这个概念仍然是处于起步阶段,粗略的假设表明,自动化的范围是5 - 6%的总额280亿美元的产业的国内业务流程外包2 - 3美元之间。“这将达到商品化的基本第一和最困难的任务,”这位官员说。
菲尔Fersht HFS中研究表示,他预计约有20%的遗产低价值的IT服务和就业机会在未来5年内逐步淘汰。
NEW DELHI: Everybody from Microsoft CEO Satya Nadella<\/a>, Google<\/a> CEO Sundar Pichai<\/a> to Facebook<\/a> cofounder Mark Zuckerberg<\/a> have touted chatbots<\/a> as the next big thing in the world of technology.
\n
\nBut back home, popularity of chatbots could lend a significant blow to the Indian Business Process Outsourcing (BPO) industry<\/a>. Chatbots, are making their debut on Facebook, Google and Skype and function as robotic customer service representatives for a host of companies such as taxi, ecommerce, news, weather etc, and are increasingly being deployed globally and in India.
\n
\nGiven that they can take over traditional customer service functions, chatbots could spell significant loss of revenues for BPO firms along with leading to erosion of low-end jobs. While there are no exact estimates, experts peg low-end jobs to be anywhere between 5-6% of the overall revenues of the BPO industry which stood at $28 billion.
\n
\nBPO industry veterans such as Raman Roy of Quatrro, Susir Kumar of Intelenet acknowledge the threat and say that they are preparing to make up for the loss by migrating to high end jobs.
\n
\n“The repetitive tasks started going away more than a decade ago, it has already happened and will continue to happen, while we are adapting, more and more of these low-end tasks will go away, you can see the signs,” said Roy, regarded as one of the founders of the Indian BPO industry. Roy, however, said that as new concepts such as driverless cars and Internet of Things emerge, more of the complicated tasks at the backend will come to India. “Where else will you find the brains to do it,” he said.
\n
\nA few years ago, a majority of the voice business of the Indian BPO industry moved to countries such as Philippines due to availability of cheaper and better talent. The industry captains recouped after the initial blow by moving to highend tasks such as data analytics.
\n
\nKumar, executive chairman of Intelenet Global Services, said that Robots will take away more and more of the “mundane human” tasks. “The billing will never be wrong, the line will never drop. But, as technology evolve, transactions will become more complicated and need for human intervention will arise for different kind of jobs,” he added.
\n
\nAn industry executive said that while the concept is still in its infancy, rough assumptions would suggest that the scope for automation would be 5-6% of the total $28 billion industry out of which domestic BPO is between $2-3 billion. “It would hit the commoditised basic tasks the first and the hardest,” said the official.
\n
\nPhil Fersht of HFS research said that he predicts about 20% of legacy low-value IT services and BPO jobs to be phased out over the next 5 years.\n\n<\/p><\/body>","next_sibling":[{"msid":52756865,"title":"Trai asks if unified messaging services need a fresh licensing framework","entity_type":"ARTICLE","link":"\/news\/trai-asks-if-unified-messaging-services-need-a-fresh-licensing-framework\/52756865","category_name":null,"category_name_seo":"telecomnews"}],"related_content":[],"seoschemas":false,"msid":52757058,"entity_type":"ARTICLE","title":"How chatbots could soon put BPOs out of business","synopsis":"Chatbots, are making their debut on Facebook, Google and Skype and function as robotic customer service representatives for a host of companies.","titleseo":"telecomnews\/how-chatbots-could-soon-put-bpos-out-of-business","status":"ACTIVE","authors":[{"author_name":"Surabhi Agarwal","author_link":"\/author\/479241991\/surabhi-agarwal","author_image":"https:\/\/etimg.etb2bimg.com\/authorthumb\/479241991.cms?width=250&height=250","author_additional":{"thumbsize":false,"msid":479241991,"author_name":"Surabhi Agarwal","author_seo_name":"surabhi-agarwal","designation":"Correspondent","agency":false}}],"Alttitle":{"minfo":""},"artag":"ET Bureau","artdate":"2016-06-15 09:09:07","lastupd":"2016-06-15 09:11:37","breadcrumbTags":["Google","Facebook","industry","Mark Zuckerberg","Sundar Pichai","Satya Nadella","chatbots"],"secinfo":{"seolocation":"telecomnews\/how-chatbots-could-soon-put-bpos-out-of-business"}}" data-news_link="//www.iser-br.com/news/how-chatbots-could-soon-put-bpos-out-of-business/52757058">
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