In the past few years, and notably in the past few months, AI has risen as a transformative force reshaping various industries, including the outsourcing sector.
The integration of AI into the outsourcing industry has the potential to revolutionize the way business processes are carried out. While outsourcing disrupts traditional job roles and processes, it also opens up new opportunities for innovation, efficiency, and value creation.
As in the words of Andy Schachtel, CEO of Sourcefit, “Certainly AI will have a disruptive effect on the outsourcing industry, but it will continue to be an essential tool for businesses to gain access to talent at a reasonable cost.” Effective management of this tool will be critical for outsourcing firms to harness the full potential of AI while delivering high-quality services to their clients. In this article, we will explore AI’s disruptive effects in the outsourcing landscape, and how Sourcefit is leveraging AI to the advantage of its clients.
Effect #1. Cost-reduction
AI has significantly impacted the outsourcing sector by emphasizing the allure of cost reduction, thereby fundamentally transforming the industry’s primary appeal. Sourcefit’s goal is to transform the relationship between outsourcing and AI into a groundbreaking partnership, merging the traditional strength of economical outsourcing with AI’s advanced prowess in data analysis, process automation, and decision-making prowess.
Transforming Data Analysis with AI.
Traditional data analysis methods often involve labor-intensive processes, consuming significant time and resources. With AI, businesses can harness machine learning algorithms to swiftly process vast datasets, extracting actionable insights in a fraction of the time. This not only expedites decision-making but also minimizes labor costs associated with manual data manipulation. As AI continues to refine its ability to identify patterns, trends, and anomalies, its economic contribution to efficient data analysis becomes increasingly pronounced.
Automating Repetitive Tasks for Efficiency
AI’s economic impact extends to process automation within the outsourcing landscape. Repetitive and rule-based tasks that once demanded substantial human effort can now be delegated to AI-powered systems. These systems execute tasks with precision, consistency, and round-the-clock availability, reducing the need for a labor-intensive workforce.
The cost benefits of using AI for process automation are twofold: businesses can optimize operational expenses by minimizing human involvement in routine processes, while also ensuring a higher degree of accuracy in executing these tasks. As AI’s capabilities expand, it not only enhances the economic efficiency of outsourcing processes but also nurtures an environment where employees can channel their skills toward more strategic and creative endeavors.
AI’s Decision-making Prowess
AI’s economic prowess is redefining decision-making processes within the outsourcing ecosystem. Complex decisions often require extensive data analysis, consideration of various variables, and a deep understanding of market trends. AI can rapidly analyze copious amounts of data, presenting actionable insights that aid in informed decision-making. This efficiency not only accelerates the decision-making timeline but also minimizes the financial resources spent on gathering and interpreting data. By enabling quicker and more precise decisions, AI elevates the economic value of outsourcing partnerships by ensuring businesses remain agile and responsive in a dynamic market landscape.
Effect #2. Job Displacement
The Impact of AI on Job Roles
One of the most profound consequences of integrating artificial intelligence (AI) into various industries, including the outsourcing sector, is the phenomenon of job displacement. This happens when AI technologies and automation replace tasks and roles that were once performed by human workers.
According to Schachtel, “It’s certainly humbling to think of the careers that will be permanently impacted. Certain roles will be diminished based on what AI can and cannot do well.” As AI systems become more sophisticated and capable of handling complex tasks, routine and repetitive job functions are being taken over by machines, altering the employment landscape.
Upskilling for a Dynamic Workforce
While job displacement raises concerns about unemployment and the potential disruption of livelihoods, it’s important to note that AI’s impact on job roles isn’t uniformly negative. As routine tasks are automated, human workers can be redeployed to more value-added and creative tasks that require critical thinking, problem-solving, and emotional intelligence – areas where human capabilities excel. This shift in job roles has the potential to enhance job satisfaction and lead to a more dynamic workforce.
Schachtel envisions the emergence of roles such as marketing content creation engineers, experts specialized in training AI models for specific customer experience projects (known as AI CX specialists), and professionals adept at designing and managing AI systems for a diverse array of processes spanning across every industry.
However, effective management of job displacement is essential to ensure a smooth transition. This involves upskilling and reskilling the workforce to equip them with the necessary competencies for the evolving job landscape. Outsourcing companies are increasingly recognizing the importance of investing in training programs to help workers adapt to the changing job requirements.
Effect #3 Outsourcing AI Training
AI training, despite its potential, has emerged as a complex challenge within the outsourcing landscape. A notable illustration comes from a recent study conducted by the Swiss Federal Institute of Technology, shedding light on an unforeseen concern.
Challenges and Considerations in AI Training Outsourcing
According to the study, a significant proportion—ranging from 33 to 46 percent—of gig workers employed to conduct AI training have resorted to outsourcing this task to AI systems themselves. While this outsourcing of AI training might initially seem like a streamlined approach, it has unveiled a critical issue. The act of relying on AI to train AI introduces a risk of perpetuating errors present in existing models into the newly developed ones. This results in a compounding effect that can potentially compromise the integrity and accuracy of AI systems.
Interestingly, the motivation behind this outsourcing of AI training lies in the remuneration offered to gig workers. The study underscores that the relatively low pay afforded to these workers becomes a catalyst for the adoption of shortcuts. In the quest to complete tasks swiftly and maximize earnings, gig workers may opt for outsourcing to AI, inadvertently perpetuating errors in the AI models they aim to enhance.
Importance of Quality Control (QC)
According to Schachtel, “We must always be cognizant of how AI models are trained and what type of misinformation and biases may have been baked in. There is no substitute for comprehensive testing whether you’re training a model within a traditional machine-learning framework or if you’re working with a large language mode. QC is vital to any project of this nature but it can be successfully implemented with the proper processes, the proper tools and the right culture.”
This emerging trend of AI training outsourcing exemplifies the intricate landscape that accompanies technological advancements. It emphasizes the need for meticulous oversight and comprehensive quality control in the AI training process. Outsourcing AI training, while a seemingly efficient strategy, poses inherent risks that demand careful consideration. As the technological ecosystem evolves, addressing these challenges becomes pivotal to realizing the full potential of AI and safeguarding its accuracy and effectiveness.
Unlock AI Potential Through Strategic Outsourcing
The globalization of services has reshaped the traditional paradigms of work, allowing companies to tap into talent pools scattered across the globe. From a technical standpoint, advancements in communication technology and digital collaboration tools have obliterated the barriers of distance. Remote teams can now seamlessly collaborate, code, and create, as if they were in the same room. However, the true strength of strategic outsourcing lies in its ability to leverage the diversity of talent available in different nations.
Cultivating Global Expertise through Strategic Outsourcing
Every nation boasts a unique demographic composition, each with its own cultural nuances, educational strengths, and skill sets. By strategically outsourcing specific tasks, businesses can tap into a global mosaic of expertise. For instance, Sourcefit’s facilities in the Philippines excel in customer service and design, while its East European branch specializes in application development. Additionally, the Dominican Republic office fulfills a strategic requirement for proficient Spanish and French speakers.
When it comes to AI, a multidisciplinary approach is often the key to unlocking breakthroughs. Geographical location might no longer be a technical barrier, but it remains a strategic influencer in building AI solutions that are comprehensive, innovative, and effective. According to Schachtel, “When a company is considering outsourcing, it is important for them to research the type of skills that are most readily available in a particular country or region. Outsourcing AI processes to a global company like ours is definitely more cost effective than trying to do it in-house or outsourcing locally.”
Strategic Outsourcing: Case Study
One practical example of how businesses can harness diverse skill sets and expertise through strategic outsourcing is in the field of software development. For example, a technology company based in the United States that specializes in creating cutting-edge mobile applications decides to outsource certain services. While the company’s in-house team possesses strong skills in design and user experience, they recognize the need for specialized technical expertise in certain areas.
To address this, the company strategically outsources the development of complex algorithms and backend systems to a team of software engineers located in Eastern Europe. This region is known for its strong technical education system and a pool of skilled programmers. By tapping into this expertise, the company can ensure the robustness and efficiency of their application’s core functionalities.
Simultaneously, the company also collaborates with a customer service and quality assurance team located in the Philippines. This team excels in providing top-notch customer support and rigorous testing, helping the company maintain a high level of user satisfaction and bug-free software releases. In this way, the company capitalizes on the diverse skill sets available in different regions, achieving a holistic approach to application development.
By embracing the diversity of skills and expertise across nations, businesses can truly unlock the full potential of AI and pave the way for a future where technological innovation knows no bounds.
To learn more about outsourcing, you can read our Top 8 Qualities of an Outsourcing Company in the Philippines article. We invite you to follow us on social media and to visit our website to learn more about our services.
About Us: Sourcefit is a widely recognized US-managed business process outsourcing company based in Manila, Philippines. We proudly serve over 100 clients with a workforce of more than 1,300 employees. Our global centers can serve multiple markets, and our staff is highly proficient in English, Spanish, French, and Portuguese. Whether you need a few or many employees, we can help you achieve your business goals and build high-quality offshore teams.
Latest Awards
Sourcefit’s commitment to excellence has been recognized through numerous industry awards and certifications.
We recently received the Fortress Cyber Security Award from the Business Intelligence Group. Sourcefit was also honored with the prestigious recognition of Best Outsourcing Solutions Provider in the Philippines during the 2023 Business Excellence Awards.
Other awards include: FT ranking of 500 high-growth Asia-Pacific, The Marketing Excellence Awards, Inquirer Growth Champion, HR Asia Awards, among others.
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