Historically, BPO has struggled to meet the needs of enterprises due to reliance on human labor, which can lead to delays and misunderstandings, highlighting the need for more efficient solutions.

Business Process Outsourcing (BPO) refers to the practice where large enterprises outsource unsustainable workloads to specialized firms, covering areas like customer support, HR, finance, and knowledge management.

The distribution of tasks within BPOs is often opaque, and many of their operations involve not just outsourcing but also developing internal tools for companies lacking IT resources.

The current business model of BPOs relies heavily on human labor, making it challenging for them to transition to AI-driven processes without significant shifts in their operations.

The shipping brokerage market is valued at $150 billion annually, presenting a lucrative opportunity for disruption through technology.

Founders entering the BPO space should recognize that large BPOs are aware of AI's potential and will likely attempt to leverage it themselves.

AI excels at processing disparate and unstructured information from various systems, enabling it to synthesize data and take actionable steps, which opens up new use cases for software in the BPO sector.

The best opportunities for AI in BPOs lie in areas with clear KPIs, such as customer support, where performance can be easily measured and improved.

AI can expand the scope of customer service by automating tasks across a broader range of products, creating new market opportunities for BPOs.