[전문가기고] AI 시대의 BPO, 기술을 넘어 '사람 중심' 혁신 실현

The BPO industry is evolving from a cost-driven center into a strategic hub by integrating AICC solutions and AX strategies. This shift emphasizes a human-centric AI approach where AI handles repetitive tasks while human agents focus on high-value, empathetic interactions, redefining operational efficiency and customer experience. It highlights the necessity for companies to build a collaborative ecosystem between technology and professional expertise to ensure sustainable growth.