AI and the Future of Outsourcing

In this episode, Chris Hague, SVP at Bill Gosling Outsourcing, discusses the role of AI in the BPO and collections industry. The conversation explores the evolution of AI from RPA-style automation to large language models, cultural and operational challenges in adoption, client risk concerns, and the balance between efficiency and customer experience. Key themes include the shift from cost-per-seat to cost-per-outcome, the future of ring-fenced models, the importance of risk management, and the broader societal impact of automation. The discussion positions AI as both a transformative enabler and a frontier filled with challenges requiring structured, controlled approaches. More insights and videos at https://www.ro-ar.com