How BPOs and Contact Centers Are Adapting to AI

In this episode of Dialed In, host Gadi Shamia engages in an enlightening conversation with Ricky Arriola, CEO of Inktel and former City Commissioner of Miami Beach. Dive into the origins of Inktel, a leader in business process outsourcing (BPO), and explore how they’ve adapted to the evolving landscape of customer service since 1997. Ricky shares his insights on why companies outsource their customer service, the various BPO models, and how Inktel differentiates itself in the market. He also discusses the impact of AI on BPOs, how AI is transforming contact centers, and his vision for the future of the industry. Learn about the balance between AI and human touch in customer service, client responses to AI, and the evolving role of human agents. Tune in for an engaging discussion on the evolution of customer service, the role of AI, and what the future holds for the industry.