Vertex Global Services, a business process management company based in New York, has unveiled its intention to provide AI-focused skills and training to more than 8,000 professionals in India within the next three years.

This initiative is set to transform their internal capabilities, supported by the introduction of the VAssist tool to enhance efficiencies in contact center operations.

Transitioning from traditional BPO services to data-driven customer experience analytics, this tool aims to shift from conventional customer handling to utilizing advanced technology for an improved customer experience.

With the implementation of this tool, employees will gain the ability to comprehend, analyze, and deliver better solutions by categorizing needs into three areas: contact center, customer service, and business objectives.

The Indian BPO industry is swiftly evolving in this technology-driven landscape and undergoing a significant transformation, as AI reshapes its fundamental operations, especially in customer experience.

Also Read: AI Insurgence Perforating New Chapter in Academia

It is projected to expand from $139.35 billion in 2025 to $280 billion by 2033, driven by the incorporation of cutting-edge technologies and AI in the field.

To accelerate this growth, Vertex Global Services, the rapidly emerging BPO player, has announced an ambitious plan to train and develop over 8,000 AI specialists in India over the next three years.

"As the industry is transitioning towards automation and streamlined workflows the focus on continuous quality management remains paramount. This initiative is poised to transform the landscape of customer service in BPO, ensuring that the company not only meets but exceeds both operational and customer service standards in the years to come," says Vertex Global Services President and founder Gagan Arora.

Also Read: AI Appreciation Day: From Innovation to Transformation

As representatives interact with clients, the VAssist tool will offer immediate suggestions for scripts and communication methods, improving both the agent’s effectiveness and the overall experience for the customer. This ability to provide instant feedback not only helps decrease Average Handle Time (AHT), an essential metric in call center operations, but also enhances the customer’s experience by minimizing confusion during calls.