Agentic AI: BPO Threat or Reinvention Opportunity?

Agentic AI poses a significant threat to traditional Business Process Outsourcing, or BPO, firms. This is because agentic AI can automate routine tasks and processes that companies typically outsource. The CEO of ATOS, Philippe Salle, warns that BPO will "suffer a lot with agentic." He notes that while building an agent is not difficult, the real challenge lies in data and process. This means immediate, widespread AI projects are not an easy catch. However, ATOS is seeing new AI-related revenue, with AI embedded in various projects, including data and some agentification. In contrast, Genpact's CEO, Balkrishan Kalra, sees the AI shift as an opportunity to reinvent the company. He states Genpact is "intentionally disrupting ourselves" and moving to a new category, helping clients on their journey to agentic-led autonomy. Capgemini's CEO, Aiman Ezzat, highlights that AI has become the leading driver of new demand. This shows that the impact of AI on BPO providers is a complex and evolving situation.