In this episode, Chris Hague, SVP at Bill Gosling Outsourcing, discusses the role of AI in the BPO and collections industry.
The conversation explores the evolution of AI from RPA-style automation to large language models, cultural and operational challenges in adoption, client risk concerns, and the balance between efficiency and customer experience.
Key themes include the shift from cost-per-seat to cost-per-outcome, the future of ring-fenced models, the importance of risk management, and the broader societal impact of automation.
The discussion positions AI as both a transformative enabler and a frontier filled with challenges requiring structured, controlled approaches.
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