Software has traditionally failed to address the complexities of BPO tasks because it often requires handling unstructured data and making contextual judgments, which AI is now capable of managing effectively.

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

AI excels at semantic search, allowing it to find relevant information from arbitrary text, which was challenging before.

AI can ingest vast amounts of information, which is more powerful for B2B software than just generating content.

AI agents can navigate multiple systems, understand context, and execute tasks that previously required human intervention, marking a significant shift in back-office operations.

AI applications are emerging everywhere, and they all require effective search capabilities, which is where Exa can provide significant value.

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 solutions can enable smaller companies to access outsourced services that were previously unavailable to them, thus broadening the market landscape.

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.