Carrie Ramskill, director of HGS South Africa.

Artificial intelligence (AI) is transforming business process outsourcing (BPO) by improving customer experience (CX) and efficiency through automation, chatbots, and predictive analytics.

Carrie Ramskill, director of HGS South Africa and COO of HGS UK, discussed the impact of AI in Cape Town last week at the launch of HGS South Africa's CX Delivery Hub.

The CX Delivery Hub's debut coincides with BPO's positioning as one of the green shoots that would guide the economy and create jobs.

HGS provides digital CX by combining the latest technology with the human intelligence.

Ramskill said: “Rather than replacing human expertise, AI supports it—handling routine tasks while allowing professionals to focus on complex, high-value interactions. This seamless integration of technology and human insight is driving faster, smarter, and more personalised service, setting a new standard for BPO excellence.”

She continued: “BPO is evolving beyond cost-cutting into a model focused on collaboration and value creation.

“Businesses are no longer looking for vendors but strategic partners who share risks, optimise outcomes, and drive mutual success.

“This shift marks the move from transactional outsourcing to integrated partnerships that align with long-term business goals.”

In addition, Ramskill believes impact sourcing is reshaping South Africa’s BPO industry, creating real, long-term careers for young people in high-unemployment areas.

“As impact sourcing becomes a key part of BPO employment strategies, it delivers measurable benefits for businesses, communities, and ESG commitments. With consumers prioritising social responsibility, companies investing in impact sourcing are not only changing lives but also strengthening their brands,” she said.

At the launch last week, attendees had a first-hand look at HGS’s digital-first CX hub strategy, including: exclusive insights from HGS leadership on the company’s vision and the strategic role of South Africa in global CX transformation.

They also had an opportunity to understand HGS’s commitment to impact sourcing, including career development programs and community initiatives like the Portland School technology sponsorship.

The company went on to say HGS South Africa is a center of excellence for digital transformation.

It added: “By harnessing top-tier talent, advanced AI-driven technologies, and a strong cultural affinity with global markets, HGS enables brands to deliver seamless, personalised customer experiences at scale.”

“This launch event is more than just the opening of a new site—it’s a celebration of innovation, talent, and the future of customer experience,” said Ramskill.

“With South Africa’s skilled workforce, technology-driven solutions, and our commitment to impact sourcing, we are redefining CX delivery for global brands.”

HGS stated it uses a "globally local" approach and employs 18,169 people in 10 countries, including 33 delivery centres. For the year ending March 31, 2024, HGS earned total income of $ 614.4 million.