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cover of episode Unbundling the BPO: How AI Is Disrupting Outsourced Work

Unbundling the BPO: How AI Is Disrupting Outsourced Work

2025/5/17
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E
Erik Torenberg
K
Kimberly Tan
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Erik Torenberg: 许多人可能不熟悉BPO这个缩写,但实际上他们已经接触过这个行业中的公司。人工智能正在改变BPO的模式,企业现在可以通过自动化工作流程来取代传统的外包服务,这种趋势不仅出现在前端的客户支持,也扩展到后端的运营、财务、IT和人力资源等部门。甚至在物流和医疗保健等垂直领域,我们也看到了类似的解决方案。 Kimberly Tan: BPO是指大型企业将无法在内部管理的工作外包给其他公司,以实现成本效益和可扩展性。然而,传统的BPO依赖于人工,容易出现延误和误解。人工智能的出现改变了这一现状,它能够处理各种非结构化信息,并将其综合、结构化,从而采取相应的行动。语音AI和浏览器使用技术是解锁BPO行业的关键能力,它们能够实现软件无法处理的全新用例。作为A16Z的合伙人,我认为新的创业者不应认为大型BPO公司不会利用人工智能,与人工智能系统合作仍然很困难,需要解决幻觉、评估响应和选择模型等问题。最佳机会在于投资回报率非常清晰的领域,例如具有明确KPI的客户支持。同时,人工智能解决方案的出现,使得小型公司也能利用这些资源,并扩大了BPO的服务范围。编码代理的改进使非技术人员也能够构建完整的应用程序,这将从另一个角度对BPO公司构成威胁。

Deep Dive

Chapters
The podcast starts by defining Business Process Outsourcing (BPO), a \$300 billion industry involving outsourcing tasks to companies like Cognizant and Accenture. It discusses the industry's origins in manufacturing and its current scope, encompassing various sectors and functions.
  • BPO industry valued at $300 billion, projected to exceed $525 billion by 2030
  • Handles repetitive, labor-intensive tasks for large enterprises
  • Includes customer support, back-office functions (IT, HR, finance), and verticalized solutions

Shownotes Transcript

Business Process Outsourcing (BPO) is a $300 billion industry powering the back- and front-office operations of the world’s largest companies.

In her article, "Unbundling the BPO: How AI Will Disrupt Outsourced Work," Kimberly Tan (Partner, a16z) explores how the rise of AI is challenging the status quo. 

In this episode, Kimberly unpacks the shift—from call centers and invoice processing to cross-system automation and coding agents. They explore how AI is redefining the economics of scale, unlocking new markets, and expanding the reach of automation beyond the Fortune 500. For founders and operators alike, this conversation offers a clear-eyed look at the playbook for building in this newly addressable space.

 

Resources: 

Read the article: https://a16z.com/unbundling-the-bpo-how-ai-will-disrupt-outsourced-work/)

Find Kimberly on X: https://x.com/kimberlywtan)

 

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Please note that the content here is for informational purposes only; should NOT be taken as legal, business, tax, or investment advice or be used to evaluate any investment or security; and is not directed at any investors or potential investors in any a16z fund. a16z and its affiliates may maintain investments in the companies discussed. For more details please see a16z.com/disclosures.